Purchased a brand new (still in the shrink wrap) WD My Cloud from Office Depot in Lapeer, Michigan on January 29, 2018. Got it home, set it up, mapped a drive letter to the public share and backed up my failing drive. All working well, so far no issues and very happy with performance.
On Saturday Feb 3rd I registered the product on the WD website, and it says my warranty expiration date is 7/22/2018 (despite the fact that the retail box says it has a two-year warranty). Called and spoke with the support help desk, and they told me I needed to provide proof of purchase before the warranty would be “updated”. Uploaded the receipt the same day, and I get the following email this morning:
From: Western Digital support [mailto:firstname.lastname@example.org]
Sent: Monday, February 05, 2018 6:54 AM
To: Todd xxxxxxxx
Thank you for contacting Western Digital. We apologize for the inconvenience but based on the serial number you provided, our records indicate the Build Date of your drive was [22-JUN-2016] and your Purchase Date was [29-JAN-2018]. Due to the large gap in time, additional verification (e.g., written confirmation from your place of purchase that the product was sold to you as new) is needed to validate your warranty service request.
Please note, pursuant to Western Digital’s Limited Warranty Policy (Warranty Policy | WD Support), Western Digital has no liability with respect to products that are not sold to you as new.
If Western Digital cannot verify that the drive was sold to you as new (based on the additional documentation you provide), we will recommend that you contact your place of purchase for warranty service.
We apologize for the inconvenience. If you have any further questions, please let us know and we will be happy to assist you further.
Western Digital Service and Support
I will attempt to get the “proof” WD is looking for, but I honestly doubt that anyone at Office Depot will be willing or able to provide written verification that the product was sold to me as new. I paid full retail price for this product ($179.99 plus tax), and I expect the warranty I paid for to be honored by the manufacturer. I’m obviously not going to spend a bunch of time or energy on this, but all I can say to WD is, you’re only going to get away with this once. If a company doesn’t stand behind their product, I don’t buy their product in the future. In fact, if Office Depot doesn’t want to provide the “proof” you are requesting (which I doubt they will), I am going to return the product to them and purchase a backup drive from a company that values my business.