Has anyone had to deal with Western Digital regarding an RMA before? My company purchased a G-RAID MIRROR 32TB that failed on us. It was still within the warranty period. I chatted with Western Digital and they gave me 2 options: send the drive back to them first (and then they will send a new replacement unit) or have them ship the drive out first and we send our bad one back in box (this was more expensive I believe which is why I chose the first option). Anyway, we sent this drive back in April. I was told it would be 5-7 days to receive a replacement. RMA status shows that they received the drive on May 1. I have contacted them on at least 4 occasions now via online chat and every time they say they have prioritized this and they will get back to me within 24 hours. Then nothing. I have to initiate a chat to get any kind of feedback - and it gets nowhere. This seems pretty ridiculous at this point as I’m completely without my drive and there is no guarantee of a drive shipping to me. RMA status just says “Received / Processing” which shows the May 1 date. Any advice would be greatly appreciated.
Hi @johnm2
Have you opened a Support Case? If not opened, for more information, please contact the WD Technical Support team for the best assistance and troubleshooting:
Yep I opened a support case. I also initiated support chats every single day of the week last week and this week. Also called their phone support yesterday. Finally got a tracking number today (May 22) even though the drive was received May 1 and was told it would be 5-7 days. The worst part about the experience was being promised I’d receive an email follow-up within 12-24 hours in some cases or 24-48 hours in other cases. Either way, I never once received a single email updating me about the case. Only thing I got was a tracking number. We will see. Very disappointed by the way I was treated as a customer. If Western Digital has access to all of the support chats with me, I think someone higher up at the company should take a look. Literally had 7 different support agents send their “canned” responses without any regard to what I was saying. Then would immediately just end the chats. Horrible.
