I just to be sure, the 1.01.12 update caused bricking, NOT version 1.01.11. I was going to update to this using the USB method for the bug fixes and other improvements.
Yes. Only 1.01.12 had problems. It was removed from website.
You can update via internet. The problem was not the connection - it was the firmware itself.
Don’t be worried about any upgrades. From now on, WD will not make the same mistake again.
Just spoke to level 2 WD support again, there will be no fix, they are still advising everyone to RMA or return to retailer for replacement. This unit cannot and will not be repaired and there will be no fix posted. I will be advance RMAing my unit today as I will not send them my dodgy one until I get a new one.
That ■■■■■…
/me waits for WD to man up and give an oficial comment.
Follow up to our post of 4 Dec 09 regarding problems with the firmware update 1.01.12 for WD TV Live HD Media Players
We have tracked the problem to the Internet update process for WD TV Live firmware version 1.01.12. The firmware version is functioning normally, the problem intermittently occurred when using the Internet to update WD TV Live to version 1.01.12. If you’ve successfully installed update 1.01.12, there’s nothing further you need to do.
If your product failed during the update process, we will replace it free of charge. Please contact our customer service department. [link: http://support.wdc.com/contact/index.asp?lang=en]
The product in stores and shipping today is functioning normally. Update version 1.01.11, and the Internet update process for 1.01.11 are also functioning normally. So if you own a product that you haven’t updated, or buy a product today, you can safely update it with version 1.01.11, which is now the most current update.
We apologize for the inconvenience and thank you for your patience.
What about the units that have already been shipped back to WD at the user’s expense?
What about offering free advanced RMA service for all units found by WD support staff to have experienced this error WD caused?
This type of response isn’t engendering any community support.
Also, what was the point of taking five full business days to issue this minor inconvenience type of response? Doesn’t the severity of the problem that WD caused itself deserving of a lot more forthcoming statement? I can’t help but think this is the reason why multinational corporations have almost no trust from their customers.
These types of issues are simple to take care of, but your bureaucracy brings decision making to a standstill. Take a chance once in awhile and your customers will appreciate it, especially in such a community-driven product category as this.
“We have tracked the problem to the Internet update process for WD TV Live firmware version 1.01.12.”
Internet update process for 1.01.12? What about the folks who downloaded 1.01.12 to a usb drive and experienced a failed update that way?
-AJ
WD will replace all units that were bricked due to firmware release 1.01.12 whether it’s through auto-update, usb download, or download via the our web site at our expense.
Does at WD’s expense include shipping costs for the bricked unit?
They will replace it, yes, but with a refurbished unit.
Mine was 1 week old, new, I don’t want to get a couple of months old unit with scratches all over the place. Not good.
thats low.
Although I fully agree they should replace the faulty units with brand new units, the replacements cannot be “many months” old, the live has been on the shelves for less than 2 months (mid october afaik).
Can they have that many refurbished units to make all those replacements ? I don’t know…
I JUST RECEIVED THIS MAIL FROM WD SUPPORT:
"Thank you for contacting Western Digital Customer Service and Support.
Western digital does not pay the transport costs for the return of RMA products.
If you have any further questions, please reply to this email and we will be happy to assist you further.
Sincerely,
Philip
091204-003992
Western Digital Service and Support
http://support.wdc.com"
THIS IS RIDICULOUS!!! WE WILL NOT PAY FOR WD MISTAKES. I HOPE SOMEONE CAN MAIL A FORMAL APOLOGY AND THE DETAILS FOR THE FREE POST.
nCoder: My advice would be to call support. They have been agreeing to pay shipping as far as I have heard. If they say you need to pay shipping nicely ask to talk to a manager because you are not willing to pay any shipping since THEY bricked your machine with a “critical update”.
good luck
Also, in their statement they said “we will replace it free of charge”. Even people in Canada have had success getting their shipping free. And I have heard that usually doesnt happen up there.
Just got off the phone with WD support regarding returning my bricked unit. Yes they will pay shipping to Canada and yes you can do the advanced shipping option to reduce waiting time. The support person also stated that WD would pay for any duty or taxes that I may be charged getting this through customs (I would have to submit a bill to them and I’m not sure how official this offer is or if it was just that he didn’t know what I was talking about). One other thing he noted was that the 30 day of free telephone service would start today so that even though I used the unit for less that 24hrs when it was rendeered useless by the WD update and even though I may not have another unit in my possesion for 2 weeks, the clock is ticking on my free telephone support. I think I’ll just pay the return shipping to NCIX and look at other options; Patriot Box Office is looking good rigt now.
Just got a message from customer support with an apology and the confirmation that WD will pay for any cost. 
Excellent news! I think we should all relax now and hope for a new “WORKING” firmware upgrade soon!
I’m not sure what you mean. Can we expect the bricked units to be revived by this "working " upgrade? Can you elaborate?
So i was able to get a replacement in one day none the less from amazon after i was also left bricked. contacted WD and was told to return it. its working great but is still prompting me to upgrade my firmware to v 1.01.12. i had to upload v 1.01.11 on a thumb drive to update to that version. it still is advising me of the firmware upgrade to v 1.01.12. i thought this firmware had been removed. is anyone else still getting this prompt?
As far as I know, when a product goes through customs with an RMA number clearly written on the box, there should never bee any fees (taxes, etc) since it’s a product exchange, not a purchase.
The return address is in Missisauga, ON for those who live in Canada.
