bill_s wrote:>
If you read the beginning of this thread, it’s obvious that there was a mixture of things going on, but the original poster got his solution out of the process. All I was saying was that you can’t blast the original poster because he got his solution and it doesn’t work for you. And, yeah, it does make this thread seem like it’s solved; but I can’t remove the solution, so now we’re stuck.
No, don’t start a new thread. I have passed this along, and I have been requesting more info from all of you for the engineers to look at. So, keep posting. Let’s just trudge through this till we get results. The My Book World is not going away, so we have to fix it.
bill_s,
I’d be lying if I told you that I think Western Digital is actually working this issue, or that you have escalated this problem to a person capable of bringing the attention needed to what I would classify as a show stopper bug. Coming from someone who works with bugs daily, I know that when one is tasked with resolving a bug, it is the direct result result of someone reporting a bug. The bug is then logged into a tracking system using standardized bug reporting systems.
The idea behind this is that one can check the status periodically so it can be reported to others, such as their managers or inquiring customers. I decided to become an inquiring customer, and called WD Support. Interestingly, I was told there were no known problems with the Western Digital MyBook World Edition and that I could try power cycling the device.
The response I was given puzzles me as below you appear to confirm there is indeed a problem by saying “The My Book World is not going away, so we have to fix it.” Unless you didn’t mean the Merriam Webster definition: “a : repair, mend ”, then I would think support representatives could at least offer an aknowledgement that the problem is being looked into so as not to waste technician efficiency or customers time.
My question to you is, if you have indeed “passed this along” as you say you have, then I am assuming that the person you informed is someone who could open a bug report with a dev team who will first replicate and then submit address the bug with either a documented resolution, or to have one developed and rolled into a new rev of the software.
Since you had no status updates on this for a while and I received an answer that there were no known issues, you can understand why I would assume the firmware released a few days ago would address this problem! Unfortunately for us cusomters who have a crippled device, the update does not address this problem and it still persists.
As a loyal (but severely wavering) customer of Western Digital, my questions to you are:
- Can you provide us with a bug number that we can reference to check the status of this problem?
- If you can not do so, can you inform us of the current status (e.g. replicated, in dev, in QA, fixed in upcoming firmware release, etc) along with, possible root cause and the ETA for a fix?
- If there is no fix possible, for previous customers due to a hardware design deficiency, my hope is that us consumers who are waiting for one are made aware since mine currently amounts to a white paper weight and is no longer a backup solution…
- Is there already a KB article written that has recommended fixes until the problem is resolved permanently via firmware?
As it stands now, the company appears to care cares little for those who have already purchased their product and instead wish spend dev resources to rev firmwares so that marketing can update the pretty box with new and lashy features…
Currently, this device hasn’t met any of the basic expectations that a even the most budget of solutions from unknown vendors can accomplish: data transfer!
From the “40 years of Innovation” webpage, http://www.wdc.com/en/company/2010/:
Quality
WD performs rigorous in-house testing to assure quality and reliability.
and
Customer Support
WD stands behind our products with telephone support and state-of-the-art online services that include a comprehensive knowledge base and express RMA service.
The first is downright hysterical, especially catching wind of the problems people have with the latest firmware rev. The second has clever wording there on the customer support section. WD may stand behind their products, but so far they are unable to resolve a critical problem that inhibits even basic functionality of one of their still released products… This is unacceptable.
.