Faulty item within warranty, need advice

I'm on the phone with ****** right now, I demanded them to send my drive back and the person I was speaking to just said 'We send faulty drives back to western digital to be recycled, since you decided to deal with us we do this' now i'm on hold.
 
The guy I just spoke to claimed to have called the recycle place and said he'll get back to me in an hour or so to let me know if the drive is there or not. I hope it is so I can just RMA it with WD with no hassle.
 
Moses said:
I've had a WD external fail before... I sent it to WD and got a better hard drive back in return, lol.
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Second that, WD returns service is top notch.
I sent back a 4 year and 11 month old 74Gb Raptor and they sent me a brand new 150Gb Raptor in replacement :cool::D RESULT!!


Skyline said:
You will see this starting to happen more and more in the future especially with hard drives (OEM Not Retail) As most distributers have a partial refund warranty policy if they do not have the item in stock. This along with a lot shorter warranty periods (Most hdds that are not enterprise class have gone from 3 down to 1 year warranty and most enterprise class drives are now under proportional value warranty policy) doesnt look good really.
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If you can afford the extra then buy the WD caviar black range as they all come with a 5 year warranty and are built to last it :-)
 
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Well if they have exactly the same product in stock then they should be sending you one as a replacement, if the original product is no longer available then a partial refund taking into account the usage you have had from the product (16 months?) is fair.
 
swaps said:
I'm on the phone with ****** right now, I demanded them to send my drive back and the person I was speaking to just said 'We send faulty drives back to western digital to be recycled, since you decided to deal with us we do this' now i'm on hold.
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Wait they are sending the drive still under warranty back to WD but are only willing to give you a partial refund?
 
Another retailer tried to do something similar to me and give me a refund equal to the full price minus some "industry standard" measure of use based on how long I had it. In short the offer was pitiful.

They weren't playing ball so I made a claim against MasterCard instead. They in turn put pressure on the retailer who came back with an offer 7x as much as the previous one.

So maybe you could try the same route if all else fails.
 
Imy said:
Another retailer tried to do something similar to me and give me a refund equal to the full price minus some "industry standard" measure of use based on how long I had it. In short the offer was pitiful.

They weren't playing ball so I made a claim against MasterCard instead. They in turn put pressure on the retailer who came back with an offer 7x as much as the previous one.

So maybe you could try the same route if all else fails.
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It was done via PayPal quite a long time ago, I doubt I can do the same thing.
 
Dear Jake,

I have had confirmation that we still have the item, I am now arranging for this to be sent back out to you. Once I know a date I will email you again with the tracking number.

I apologise for any inconvenience or annoyance caused.

Kind Regards,
*** ********

EDIT: Wow, I am amazed. About 5 calls later they finally give in and are going to send me my drive back.
 
Also I just noticed they responded to a note I left them a day or so ago saying:

"I can advise that we are following procedure but as the hard drive prices have gone up we are unable to send out a replacement item so for that reason we have given you a refund.
The reason that that the refund is only a partial refund is due to the length of time that you have had the product. As per The Sales of Goods Act you are only entitled to the refund because you have had the item for 488 days.
Please accept my apologies for any inconvenience or annoyance caused as a result of this matter."
 
The computer and components parts business has such tight margins these companies can barely afford to offer "goodwill". :(
 
swaps said:
Just got off the phone with an agent from WD. He gave me some great advice. He isn't a party in this at all but he has agreed that ****** does pull sneaky things like RMA and get recertified drives and sell them as new. He suggested that I keep bugging ****** to try and get my drive back.
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It wouldnt surprise me but that said recertified drives have markings on the lables that say they have been repaired and recertified. I will say thought that the markings are usually very small. This is definately the case with WD and Seagate drives.

swaps said:
Also I just noticed they responded to a note I left them a day or so ago saying:

"I can advise that we are following procedure but as the hard drive prices have gone up we are unable to send out a replacement item so for that reason we have given you a refund.
The reason that that the refund is only a partial refund is due to the length of time that you have had the product. As per The Sales of Goods Act you are only entitled to the refund because you have had the item for 488 days.
Please accept my apologies for any inconvenience or annoyance caused as a result of this matter."
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Well they could send the drive back to WD on your behalf and send you the one WD send them. They will not lose out at all.

daz said:
The computer and components parts business has such tight margins these companies can barely afford to offer "goodwill". :(
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Yes i agree, its nice when it does happen but people shouldnt kick off when it doesnt.

One thing that puzzles me though is this BS about "Sent to be recycled".. Never heard of that before in my 20 years of being in this industry..

Drives that are DOA get replaced with new drives, drives that are sent back after the DOA period(Usually 30 Days) get recertified drives and drives that are no longer available, if the reseller cannot replace with an equivelent drive or better within reason then they will offer a partial refund. Structure is normally like this:

1Tb drive with 5 year warranty - First Year: Replacement/Full Refund Second Year: Replacement if available/viable or partial refund of the remaining warranty so 75% of the original price and so on.
 
Skyline said:
One thing that puzzles me though is this BS about "Sent to be recycled".. Never heard of that before in my 20 years of being in this industry..
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They were scamming. Place i worked at in manc did the exact same thing. Get drive back off customer, give them pathetic refund in the same way they tried here and send it back... get new or recert drive and use it in a build and save on the cost of a new drive!

If they had sent it back your case in small claims court would be auto won... you had not agreed to the RMA being offered so they were not allowed to dispose of your drive as it is still YOUR property not theirs.
 
Just got another email from them.

"We are unable to accept your goods as the item is no longer covered by its warranty. The goods will be returned with no further action. "

Sounds like they're trying to cover up their dirty tracks.
 
swaps said:
Just got another email from them.

"We are unable to accept your goods as the item is no longer covered by its warranty. The goods will be returned with no further action. "

Sounds like they're trying to cover up their dirty tracks.
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I would seriously "lawl" if they've deliberately opened the caddy or caused some kind of damage in order to claim you sent it in that way, with warranty void.
 
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