Western Digital

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Western Digital Hard Drives - BEWARE!!!!!
Posted by on
Rating: 1/51
IRVINE, CALIFORNIA -- At end-June, 2012, I bought two 1TB Hard Drives, to replace failed units. The two drives were placed in a RAID1 array: the contents of one drive are mirrored on the second drive. A few days ago, one of the drives failed. The computer still works, but there is no mirroring: the contents of one drive are not instantly copied to the second drive.

I called Western Digital, as these drives have a two-year warranty. Western Digital said they'd send me two replacement drives, as it is not clear that a RAID1 array is self-repairing. I appreciated that helpful approach.

However, Western Digital sent me one 500GB drive and one 1TB drive. To be used in a RAID array, the drives have to have the same capacity. Thus, these two drives were mismatched, and so useless.

Further, the 500GB drive was factory-fresh, while the 1TB drive was "re-certified". "Re-certified" means the drive had been tested, after having been returned to WD for some reason.

I called WD to ask that two factory-fresh 1 TB drives be sent. I do not want to trust my data to a "re-certified drive". Bear in mind, the failed drive was less than six months old!!

No luck. I simply could not find intelligent life at WD. One Customer Service Representative tried to convince me that a "recertified drive" was fine. I resent having my time wasted. At length, I concluded the warranty was worthless. I ordered two new 1TB drives, made by a different maker.

I finally found a Western Digital customer service rep, who had brains. I asked that I be sent two return labels, and that WD cancel the charge to my credit card. I was told these things would be done. I also asked that so soon as these things had been done, that WD wipe out all records relating to me.

I will not again use WD products. Their products fail. That isn't the end of the world. But WD's inability to honor their warranty is very, very disappointing.
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User Replies:
At Your Service on 12/20/2012:
It sounds as if the concern was for the fact they were sending you a re-certified drive as compared to 'factory fresh'. Whereas your drive was six months old, I'm surprised you would expect a new replacement as compared to what they would consider re-certified. In actuality, I'd feel better with the fact they had personally double checked the drive as compared to one which had never, necessarily, been tested. The fact you were keeping a backup is wise and is more than capable of insuring no data loss would occur.

I'm not sure what the charge to your credit card is inferring, other than they were expecting a return of your defective units. By sending back the same units as you had received, you accomplished the same.
jaysimkin on 12/28/2012:
Dear "At Your Service",

Hope you're well. Thank You, for your comments!!

When replacing a failed drive in a RAID array, the drives need to be exactly the same size. A size difference of a few bytes, prevents mirroring (or so I'm told). Thus, sending two drives of different sizes was a simple error. Errors happen. It was very hard to get that error fixed.

A drive can be re-certified, after it fails an in-factory quality control test. Such a drive will be perfectly fine. The Customer Service Rep also said that drives are re-certified, if they've been returned, with the sealed enveloped having been opened. There's no way to know where such a drive has been, e.g., if it has been exposed to extreme heat, etc. The fact that it passes tests - soon after that heat event - does not mean its longevity is the same as factory-fresh. Because I can't know why a drive was re-certified, I can't accept a re-certified drive.

For a six-month-old drive, I did expect a factory-fresh unit. If Sears replaces a used, broken hand-tool with brand new, I'd expect no less from a hard-drive maker, at least when the drive in question is provably only six months old. If a drive is two years old, that's another matter.

I expect that when WD receives the drives it shipped, it will remove the debit item from my credit card account. That will put things to rights. I'll dump the two WD drives: I do not think them reliable.

Best wishes for a Good, Healthy New Year!!

While I do keep back-ups, the time needed to get replacement drives and install same (in a RAID1 array) still is not trivial.

Hard drives used to last for six or seven years. Now, I'd guess three is as much as one can expect. Most users want cheap. But cheap - in terms of hard drives - truly is cheap. I don't want cheap. I want durable.

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Western DIgital Warranty
Posted by on
I recently bought a Western Digital SATA hard drive from Circuit City and there was an offer to "extend your warranty to 3 years" for $15 in the box. I went to the Western Digital website to enter the serial number and found out the warranty started the date that the device was manufactured and not the date of sale. In my case the hard drive was manufactured 6 months ago so I lost 6 months of warranty before buying the hard drive. Talking with supervisor "Scott" somewhere in Canada, (refused to give me any identifying info or location)was no help.
In short, I'm surprised that a company of Western Digital's reputation has started using these tactics. I think it's a sign of a company's downfall. Don't they realize that they lose customers that have been loyal to their products for years. I'll complain to Circuit City and try to find the number of Western Digital in the USA but I swear that is the last WD product that I'll ever buy.
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miketech on 02/08/2006:
If your plan is to switch to Maxtor I should warn you about that. Staples has some Maxtors that are dirt cheap, but come in a regular Maxtor box. I got 6 and 2 of them went dead as 4 o'clock in 3 days or less. I talked to another computer tech and he assured me that I had bought junk as new.
dsmith68 on 02/08/2006:
Most disks come with a standard 3 year warrently. Not sure why you had to buy it. Seagate I think offers standard 5 year.
miketech on 02/09/2006:
Yeah Seagate is maybe the best out there ATM
fredlave on 09/03/2006:
I just bought a WD 320 GB drive and discovered, as it was manufactured 2/05 it has no warranty - if I try tyo extend it I guess I would actually owe WD several months! What a rip-off as the label on the drive, visible through the plastic package, says "One Year Standard Warranty".
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