I had an HGST drive fail recently, I supplied HGST the receipts as requested (luckily the online site keeps copies of my purchases) but after 4 phone calls in a span of 2 weeks, I still do not have any responses.
Initially HGST advised that the lead time was supposed to be 2 business days to update the warranty over their end, but now I am very nervous and keep getting the same response from HGST “…that this will be escalated to the relevant department… this has been escalated to a higher level”… just getting nothing but lip service and over 12 days is absolutely becoming a joke to say the least.
Seagate seems to have better RMA’s now and I think WD just doesn’t care about HGST customers anymore than their own. Not sure where to go from here as I spent alot of money on getting the best HGST drives but now it’s failed with very little use and the warranty support ticket keeps saying it’s answered/resolved but I am not getting any RMA numbers to send my defective drive back.
I have reviewed the Australian Consumer Right Laws and it states that the company may be in breach of their duties if a receipt is supplied but they fail to fix/replace/refund within a reasonable time frame.
I purchased 2 of these HGST drives and it looks like the 2nd one is starting to make strange sounds while we wait for the first drive to be replaced in the NAS configuation. It’s an absolute nightmare to say the least and I have already been told 3 different dates to wait each time and it’s becoming a nightmare process to go through. I hope no one goes through the same issues like mine.