WD Tony, there is a few things that you can do to ease some of your customers woes in this stuation.
How about giving them new drives instead of refurbished ones and also a prepaid label so the bricked units can be returned for free.
You could also ensure that customers correspondence is answered.
This sort of gesture will at least make us feel like WD care and will help with brand loyalty. I fully understand that things go wrong, bur it’s how the company behave after thats important.
