I had an external drive (My Book Home Edition 500GB) stop working on me quite suddenly. It just started clicking a lot. I tried to recover some data, but was unable to recover any of it. Let me tell you, I was upset with Western Digital and called their drive every name in the book.
However, if there was any silver lining to the experience it was the RMA process. I don’t have a credit card, so I had to use the standard RMA method. Since I am a pack rat, I had the old box and simply packed at taped it up.
I purchased a UPS postage online, which was convenient. I bought the cheapest possible. Here is what surprised me:
– WD emailed me every step of the way…when they got the drive, when it was inspected, and when a new drive was mailed out.
–WD replaced the 500GB Home Edition drive with a 1.0 TB Drive of same line at no cost to me. I thought that was above and beyond the call of duty.
–Even though I bought the cheapest shipping method to get it to them, they sent it back 2nd day air so I got it back fast. In fact, the entire process was pretty quick. All I did was print out a purchased UPS label (at a discount price), box it up, and drop it off at a nearby mail store.
Thanks again for the quick service and free upgrade Western Digital. It made the sting of a hard drive going down and some data loss much easier to tolerate.
And yes, I am a real customer. I think customers tend to complain easily, I think businesses deserve to know when they are doing something right.