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.
Did you ever get a resolution on this?
Hi @johnm2, how did this end?
I’m reading a lot of bad comments about both G-Raid products and after sale customer supports.
Thinking about getting one of these Raid, but I’ve high concerns.
I’ve had the same exact issue and am concerned about not getting my hard drive back I’m not paying for a new one, considering legal action but don’t know if I should.
Thanks @jpotter3 your answer good. I understand.
Delays like this with Western Digital RMAs, especially for large G-RAID MIRROR units, are unfortunately common. When an RMA shows “Received / Processing” for weeks after they confirm receipt, it usually means they don’t have a replacement in stock. Chat support has limited authority, which is why you keep getting the same promises with no follow-up. The best approach is to submit a written support ticket or email, reference the RMA number and missed 5–7 day turnaround, and request escalation to a logistics supervisor. Make it clear the unit is business-critical and ask for either immediate shipment, an equivalent replacement, or a refund if they cannot confirm availability. Repeated chats rarely make progress; written escalation usually works.
