I have a PR2100, which contains two (2) 10TB WD Red Plus drives. All are registered under warranty (8/22/2026) with proof of purchase from Amazon.ca. Thirty (30) days ago, one of the drives failed. Configured in RAID1, I have been running in degraded mode. To date, over 30 days, I have had 8 interactions with 6 different WD Customer Care Agents. More recently I spoke with an Agent (voice call-back) and on Friday, July 18. All have reported that the case is escalated and that the WD “backend team” are working on it. On Friday July 18, the Agent cancelled an already escalated (Case information private). He created a new escalated case in an email to me: (Case Information Private). I continue to wait for an RMA# and return instructions from the Agent, who has declared that he “owns” the case. Time is running out before I take this incident to other influential destinations.
Barry T.
Not Happy in Toronto.
Hello @CanadianClub, thank you for bringing this matter to our attention. We apologize for this delay, I’ll be coordinating with the RMA team to get a resolution for you. Please allow me a day or so to gather some information and determine what happened, and I’ll connect with you through our ticketing system with an update.
