Western Digital Customer Support

fini · 28 Sep 2009 at 10:46

Just a quick shout-out thread to say I've just had very good support from Western Digital. I've got a 1TB MyBook, which I've been very happy with. Unfortunately I've lost the power cable for it and, as it's not standard, was expecting WD to try to charge me some exorbitant amount for a replacement. Phoned them up this morning and, despite explaining that I've just lost the cable and it's completely my fault, they're sending me out a new cable FOR FREE

. I know who I'm buying my next drive from.

Paddyw01 · 28 Sep 2009 at 15:31

That is actually surprisingly good for any manufacturer.

jack_008 · 28 Sep 2009 at 15:55

Yeah they seem pretty good, i just had to RMA my Hard drive and they offer a service where they will send you a new drive straight away before they recieve yours.

Guest2 · 28 Sep 2009 at 16:26

WD do have excellent service. They send you replacement stuff before you have sent it back if there are any problems. Like a few stores i know

Audigex · 28 Sep 2009 at 19:13

The "replacement first" is very handy - but make sure you phone them... their email support is atrocious.

sturmtruppe · 28 Sep 2009 at 19:59

Good to know

I use all WD anyway as ive never had a problem with them, I also tend to use the raid edition drives as they are a lot more durable.

breeza · 1 Oct 2009 at 21:48

Another good experience of WD service here. RMA was very smooth and I love the advance replacement service they offer.

dreigns · 2 Oct 2009 at 18:35

RMA a drive back to them had it just over a year sent it back and they have sent a replacment already hoping it will be ok but so far so good with there system

leoncc · 2 Oct 2009 at 18:46

WD suppert is excellent, replaced numerous drives before and always had a replacement delivered and old one picked up.

sunama · 2 Oct 2009 at 18:49

jack_008 said:
Yeah they seem pretty good, i just had to RMA my Hard drive and they offer a service where they will send you a new drive straight away before they recieve yours.

Indeed. Its called an advanced RMA and you have to give over your credit card details.

If you decide not to send your broken drive to them (within 30 days, I think it is) and keep the replacement drive, then you get charged an unreasonable amount for the refurbished drive they sent out.

Ive RMA'd hard disks from Seagate, Western Digital and Samsung. Western Digital have been consistently the slowest (taking about 3 working days to despatch the drive), while Samsung was the fastest (despatching the replacement drive within 24hrs of receiving the defective drive).

AbsenceJam · 3 Oct 2009 at 08:50

I did two batches of advanced RMA's last week and they were amazingly slow, the drives I returned were processed in slowly but still two days before they sent the replacements out. Don't see the point in their advance RMA if they're this poor. I wasn't in a hurry but had I been this would have been most annoying.

Paddyw01 · 4 Oct 2009 at 19:16

AbsenceJam said:
I did two batches of advanced RMA's last week and they were amazingly slow, the drives I returned were processed in slowly but still two days before they sent the replacements out. Don't see the point in their advance RMA if they're this poor. I wasn't in a hurry but had I been this would have been most annoying.

Where do you actually work?

PhillyDee · 4 Oct 2009 at 20:15

Used the advanced RMA and was very happy with the service. Got to remember that their service centre is in the states.

AbsenceJam · 4 Oct 2009 at 21:36

PhillyDee said:
Used the advanced RMA and was very happy with the service. Got to remember that their service centre is in the states.

It's in Germany isn't it? That's where you used to have to send them before they got a UK address and where replacements come from. Either way that's no reason for slow dispatch times, only shipment times.

sunama · 5 Oct 2009 at 11:44

Indeed. You can't blame WD for slow shipment times. Its best to use despatch times as a method for comparison. I found over the years that WD are consistently the slowest when compared with Samsung and Seagate.