Glad to hear it.
Thank you Bill_S for having this problem fixed. Unfortunately I have discovered a second problem with 0s in the code. On the line there is a problem where the user enters the credit card expiration month and year and cvv number.
The code on the website is removing all leading zeros from numbers in this line. This is ok for the month value, but is NOT ok for the cvv value. Month can be inputted as 01 or 1, but cvv value must be 3 digits. To give a example, if the cvv value is 007, your site code will input this as 7 and give error messages.
I hope I have explained this well enough to understand. This error will prevent approvimately 10% of people from using advanced RMAs.
Same problem for me.
Over 2 years now WD system will not accept any card if CVC starts with a 0
!!!
I have also now remembered another small problem. When registering as “Business User” the website does not save the phone number. The phone number must be re-inputted by clicking “Account Settings.” This is not a severe problem but I am trying to help you as much as I can.
I apologize that this has been sitting for a week. I’ve got the programmers looking at this right now.
It seems this is still an issue.
I own a 2TB WD Black internal hard drive and it’s getting SMART errors in less than two years.
When I try to “Advanced RMA” the page just throws up errors.
The first time it stated:
“An error was encountered during RMA creation.”
When I try it again it says:
“A duplicate / unfinished request has been detected. Please try your request again later.”
So I left it several hours, and now I’m getting the same message from one of Flash37’s screenshots in this thread:
“There was a system error while processing the request. Please try again in a few minutes. If necessary, you may also contact our support team for assistance.”
My model number is: WD2003FZEX-00Z4SA0
I’ve just checked my credit card and there are three instances of the value of the HDD (listed in the form) processing!
So not only did NONE of the RMA’s go through at all, nor did they appear in my RMA requests as extra validation of this, but my credit card has STILL gotten the holds and in THREE “PROCESSING” amounts of $84!
Western Digital’s RMA process is absolutely shocking!
I am now unable to use my card as I had intended to this month due to this appalling system. It even attempted a 4th charge but was declined by my card!
Edit: A word of advice to anyone coming across this thread from Google/searching the forum.
If your RMA request doesn’t go through and throws up an error like the users in this thread. Do NOT try again later (even though this exactly what the site tells you to do).
Instead contact support immediately because it seems they have a sloppy system that allows for multiple holds to be placed on your account for the agreed value amount of your product even without the RMA request finishing.
I’m looking into this. Sorry about the credit card processing.
Several of the problems described earlier are still issues. I finally got an advanced RMA through, but it was painful. As mentioned above, you still have to add your address in the profile section(and pray the UPS address checker will let you add it). It can’t be added for the first time during the advanced RMA or you still get the zero value problem(and the “There was a system error while processing the request…” error) And if your credit card CVV begins with zero, you’ll get the “One or more more credit card and/or billing addresss input values are missing…” as pictured earlier in this thread.
I am lucky enough to have multiple credit cards with different billing addresses, otherwise I never could have made it work.
It’s pretty obvious that no beta testing was done on this.
So just another update Bill_
S:
Honestly this is probably the last time I’ll use a Western Digital product. It seems every resolve results in some form of failure to meet customer expectations. The irony being that each sequential failure is supposed to be making up for the last;
One. I buy a high performance drive from Western Digital from their Black series. Which boasts on it’s sales page for the product (and I quote):
“Trust in WD - WD Black hard drives are put through extensive testing in WD’s FIT Lab so that customers have a reliable hard drive they can trust when storing their digital content.”
My drive failed in just over 1 year and 3 months.
Two. I attempt to RMA the drive. The website fails to complete the form at all, insists that I try again later (which I do after a few hours to no different result).
Three. I then find out that somehow Western Digital has regardless charged my card for $254.82 (3 x $84.94 with a fourth attempt that was rejected. This is important because had I had more money in that account it could have been more!).
Four. Throughout the course of a week, I end up at the following message from support:
“We received the attachment indicating the Proof that you’ve been charged. I will escalate the case to the Department In Charge for a resolution. Within the next 24-48 Business Hours I will be contacting you regarding the results.”
The above response was sent to me April 24th. It is now April 28th. That is almost a week apart versus my two day support-advised maximum turnaround and I have STILL received no reply.
Five. I then have to reply to the support ticket again with a useless message because your automated support system attempted to close it, due to the last reply being from a staff member. Even though it’s said staff member that I’m waiting on to reply to me.
That’s at least five distinct instances where Western Digital has not only let me down, but put me out, both financially and business-wise.
Suddenly I am now trying to resolve getting my money back instead of getting a new drive (which I desperately need for my work) over the course of a week. Which has STILL not been resolved and therefore I STILL have no replacement even shipped at this point.
So in summary I have no working drive, no replacement drive on the way, and Western Digital is still holding $254.82 of my money.
This is probably the worst experience I’ve ever had with a company and I certainly wont be doing it again with W.D. once I get my money back/RMA sorted out.
I apologize for us dropping the ball. I’m looking into it now.
At this point, the best recommendation I can make is that you call support. That will probably be the quickest way to resolve this.
Listen up everyone
Some of your complaints are easily resolved, such as complaining about the address being blocked because you are hoping the UPS system finds your address. You don’t have to use the PROFILE area to add your address. You can register your serial number first, and checkout, doing the rma process. When prompted to add address, add your address. There is no UPS blocker on these screens. Advanced RMA, once you get to the payment form, and it says $0 because you haven’t added an address, just add your shipping address there, and then your billing address as well. Yes, it is monotonous and you have to add your address twice on this payment screen. Then it still says $0 payment owed, so you go to your registered items and checkout again. This time, it will show the correct price and you can pay. Creating your shipping/billing addresses on the final payment checkout screen is the way to get around the stupid address checker by UPS on the profile page. That profile page is a joke, and has blocked addresses that it thinks is a PO Box when it has nothing to do with PO Boxes. So just add your address the way I said above, and its that simple.
Other issues, like your card CVC number starting with a 0 not being allowed to be usedto pay with, is still being ignored by WD. You would think they would have fixed this months ago, but they are incompetent. Absolutely incompetent. This bill guy says he is letting the appropriate people know, but then it still doesn’t get fixed. Makes no sense.
pn
While I understand where you’re coming from, please bear in mind implementing system-wise and platform-wise revisions to credit and security system dealing with banks and credit holders is not something that can be done overnight.
The 0 value problem is still not fixed. Cannot advance RMA my failing 10TB drive. Unbelievable. When are you going to fix this WD?
What a pitiful website indeed. Wasted my time trying to get an advanced replacement for my Personal Cloud drive that just crapped out. Same problem as all these people are having. Nice way to try and avoid warranty obligations.
Attention Bill_S:
Please forward the following models to technical support to have values added. They all have zero value on the website and therefore give errors when trying to create and advance RMA. The forum will not let me send you a private message, so I’ve posted the list here. Thank you.
6TB Purple WD60PURZ
8TB Purple WD80PURZ
10TB Red Pro WD101KFBX
8TB Red WD80EFAX
10TB Red WD100EFAX
8TB Easystore WDBCKA0080HBK
Various My Cloud Home WDBMUT0XX0JWT
Hi @RedRetailer - @Bill_S is no longer active on the community, but I’ll be sure to send these along. Thanks for reporting this.
Great_Scott: I know it takes months for things to move through the layers of bureaucracy at WD, but us retailers would really appreciate it if this problem could be fixed by Christmas. There are always a slew of returns in January and advanced rma’s become necessary when customers get impatient(frequent nowadays) and suppliers run out. Doing these online is so much easier and faster than calling them in, but it’s not possible until this bug gets fixed.
PS - you can add the NAND SSD drives to the list that need values added
models: WDS200T2B0A, WDS200T2B0B, WDS100T2B0A, WDS100T2B0B & WDS500G2B0A