I have a huge problem with a WD service and maybe you can help me with the right address for my complaint.
I had a failed WD Mycloud EX2 within the warrenty period and got in contact with WD support. They sent me a label to send in for an RMA. I dropped the package at UPS, however WD never received the package. I got in contact with UPS directly, however they say that they can only give information to the one who bought the label, which is WD. I contacted WD service multiple times and they either respond very slowly or I hear nothing back after multiple contacts. They always say they need to check something. It has now been more than 4 months that I don’t have the device. I do have a legal insurance, so I am thinking about suing them as it would not cost me anything. But I would only do this as last resort. Do you know a WD high service address that I could contact?
I am desperate now. WD support really ■■■■■, but I want to get my device back.
Update: WD Support now said that they will send me a new device. Hope all is solved now. So support is slow and needs a lot of pushes, but in the end the result is good.
Hi WDfrustration - glad you go this resolved - I feel you pain - I’ve been using WD drives for 20 years - had my first one fail in December - $100 dollars on recovery software to recover what data I could and another $120 on a hard drive to recover the recovered data on to. Then $10 to send it back to the service center.
Almost a month later still no replacement. - delivery confirmed with full tracking, order and receipt photograph provided to WD showing the delivery by courier company… but no WD now wants proof of sending.???
So I now have to spend an hour on the phone to the courier company to attempt to get proof of sending even though they have proof of delivery??? and including the cost of the hard drive I’m more than $300 out of pocket with nothing to show for it.
The worst customer service experience I’ve ever had - frustrating chats and emails with support have led to nowhere - I’m now faced with the option of either traveling to the service center, which I’m told I would be denied entry to, doing nothing, attempting to get a proof of sending from the courier company (even though there is proof of delivery - if I can’t, do i report the drive as stolen to the police as they won’t give me back my ‘property’???), starting a credit card charge back, posting a shocking review on Amazon and trustpilot of WD and the promise of never buying another WD drive or GTech again.
Words fail me on how a brand I trust can fail so badly on my first encounter in a time of difficulty with their product.
WD sort out your customer support and warranty returns - a terrible terrible experience for me too.
Glad WDfrustration you got yours sorted - hopefully somewhere along the way they can convince me but for the moment Seagate here I come.
