Just about had enough of Western Digital and customer service here in the UK. Beyond a joke.
Briefly, my story.
A 14TB Elements HDD stopped working within warranty. Contacted WD via the website and requested an advanced RMA.
Returned the item in original packaging fully labelled as requested.
Tracked delivery showed that it was delivered successfully close on a month ago.
In the meantime the WD website still shows that the item is “pending return”.
And no replacement [as per the terms of the Advanced RMA] has been sent back to me.
Chat appears to be the only way to interact with WD here in the UK. None of the three telephone numbers ‘work’. Either they ring through or don’t ring or the routing system [“Press one for…”] terminates the call.
Through chat the Agent sees there is a problem, apologises and [paraphrasing] says all will be sorted. After three attempts via Chat – it’s not.
I even tried contacting WD in the US to explain the situation. Nothing.
I’ve spent the best part of a working day on this and it’s just plain rubbish.
This may be the last roll of the dice. I’m hoping that there may be a moderator or a WD representative on this forum that might just be able to help.
Otherwise, my message to anyone reading this is to think carefully about my experience before spending your hard-earned cash with WD.
Hi @bunzena,
We request to please refer to the below link to contact the respective WD Support team for best assistance:
https://support-en.wd.com/app/ask
Same case with me, more then 24 hour and still no responce 
More than 24 hours, Hell I would take 24 days at this point.
For my 10TB Easy store USB3.0 drive, I opened an RMA on October 06, 2021 10:00 PM with an advanced RMA and expedited Shipping. I’ve approved 2 ‘upgrade requests’ for my drive and no luck and no replacement is shipped or received. Every time I call back, message back, I get a ‘we are sending a note to the appropriate team.’ or ‘I’ll own this until it is resolved.’ HA, what a joke. I’ve tried chat support, phone calls, Twitter, and results are all the same. false promises and nothing of actual progress. And before you think, the more you pester them to get an update, the faster they are - it doesn’t help. I have made probably 15 - 20 chat requests, 5 phone calls, and nothing.
Honestly, I’m about to give up and just take them to small claims court. It would probably cost me more in legal than the drive is worth, but its about principal now.
Its not just WD UK, its WD US too…
Just in case someone needs another example of unresponsiveness from support, INC:211007-002019
@bunzena here is your realistic expectations. Time to buy a replacement from another company…
Me: so what is the average turnaround time currently for RMAs on external drives near this size?
Ryan: You will be surprised to know that it is taking 1-2 months on average since September. Which is 5 times more than usual.
Me: I’m not surprised with that because I’ve been living that. Its just infuriating when anyone I talk to gives me the 3-5 business day turnaround time. Thank you for being honest.
Ryan: In normal days customer get the drive within a week for advanced and 10 days for standard RMA.
Ryan: You are welcome! We are also facing so much pressure dealing with customer and making them understand. I can totally understand your frustration.
