I bought 2, 8tb sn850x drives from an online retailer. A few months later they both failed. It was too long past the return window so I submitted an RMA for both of them with San Disk.
I followed their instructions to the letter. Kept good records. Took screenshots, pictures, etc. I did everything right to make sure they were sent in correctly. Sent via UPS with tracking. Took screenshots of the tracking info showing they were received in California at the warehouse.
I waited a month and kept checking their site for status and it was never updated. So I escalated it on their site to find out what was going on. No reply. I then called them and spoke with a support person and they told me that they did get my emails and that the RMA was being processed, that they were just waiting for the warehouse to verify that they had been received. I again, sent them SS of the tracking showing they had been received.
I waited another 2 weeks and nothing. So I called and asked to speak to a supervisor. I spoke to a guy named Raymond. He told me that he would personally see to it that my drives were found and that the RMA would continue.
I waited another week. I finally get an email.
This is the reply I got:
We really apologize for the incovenience caused to you.
As discussed, We have investigated the case with concerned team and would like to inform you that as per the records RMA 0065793409 was created for SN: 25011B800092 (PN: WDBB9G0080BNC-WRSN) and RMA 0065792022 was created for SN: 24432F800292 (PN: WDBB9G0080BNC-WRSN) but as per the details we received we have no records of receiving both the drives.
We received the drives with SN: 24121W803908 (PN: WDBWMY0010BBL-WRWM) and SN: 23501N801165 (PN: WDBB9G0040BNC-WRSN) under RMA 0065793409 under both the RMA and if you wish we can proceed with the replacement of same products which we receive or let us know if you mistakenly shipped the wrong product under both the RMAs.
We will be waiting for your response.
As you can probably figure, I was pissed. They were trying to tell me that since they could not find the ones I sent (PN and SN) they would just send me a 1tb and a 2tb drive under RMAs that weren't even mine.
I replied and told them HELL NO! I want MY DRIVES under the PN and SN that I sent in. I sent 2, 8tb drives and I want 2, 8tb drives back. Even if they have to just give me refurbished drives. I don't care, I just want 2, 8tb drives back like I sent.
I waited another week. This is the reply I just got:
Thank you for your reply.
I hope this message finds you well.
Following a detailed internal review of the RMA case, we would like to inform you that we are currently unable to proceed with issuing a replacement. As per our process and verification protocols, a replacement can only be authorized once the originally expected drives, as listed under the RMA records, are physically received and validated at our facility.
At this point, the drives received under the submitted RMA numbers do not match the expected product details. Therefore, in order to move forward, we kindly request that the correct drives be returned to complete the evaluation and fulfill the replacement request accordingly.
We sincerely understand the inconvenience this situation may cause and appreciate your patience and cooperation in adhering to our procedures. If there is any additional information or documentation you would like us to review, please feel free to share it with us.
Should you have any further questions or concerns, please do not hesitate to reach out.
So at this point they are basically telling me they can't find the drives I sent in, so I am screwed.
I have been building computers for over 30 years and have used Western Digital drives loyally all along. Fortunately I never had to deal with an RMA of one until recently. Well, I will never buy another Western Digital/San Disk drive again. Their RMA process is flawed and they don't seem to care about keeping customers.
This whole thing was basically my word against theirs and I showed them all of my documentation and records, but they didn't care. Someone along the way made a mistake and lost my drives. I understand that mistakes happen but you would think they would give me the benefit of the doubt and send me back what I sent in. Even if they couldn't find them and their records didn't match mine, one would think they would want to make the customer happy. Offer some kind of replacement that was acceptable. But they did not. They chose to basically call me a liar and screw me out of $1200 in SSDs.
You can believe me or not buy I would appreciate it if you don't reply and tell me what I supposedly did wrong. I do not feel I did anything wrong. Except buy their product in the first place.
So, be careful if you RMA a drive with WD/San Disk. You may not get it back.
I followed their instructions to the letter. Kept good records. Took screenshots, pictures, etc. I did everything right to make sure they were sent in correctly. Sent via UPS with tracking. Took screenshots of the tracking info showing they were received in California at the warehouse.
I waited a month and kept checking their site for status and it was never updated. So I escalated it on their site to find out what was going on. No reply. I then called them and spoke with a support person and they told me that they did get my emails and that the RMA was being processed, that they were just waiting for the warehouse to verify that they had been received. I again, sent them SS of the tracking showing they had been received.
I waited another 2 weeks and nothing. So I called and asked to speak to a supervisor. I spoke to a guy named Raymond. He told me that he would personally see to it that my drives were found and that the RMA would continue.
I waited another week. I finally get an email.
This is the reply I got:
We really apologize for the incovenience caused to you.
As discussed, We have investigated the case with concerned team and would like to inform you that as per the records RMA 0065793409 was created for SN: 25011B800092 (PN: WDBB9G0080BNC-WRSN) and RMA 0065792022 was created for SN: 24432F800292 (PN: WDBB9G0080BNC-WRSN) but as per the details we received we have no records of receiving both the drives.
We received the drives with SN: 24121W803908 (PN: WDBWMY0010BBL-WRWM) and SN: 23501N801165 (PN: WDBB9G0040BNC-WRSN) under RMA 0065793409 under both the RMA and if you wish we can proceed with the replacement of same products which we receive or let us know if you mistakenly shipped the wrong product under both the RMAs.
We will be waiting for your response.
As you can probably figure, I was pissed. They were trying to tell me that since they could not find the ones I sent (PN and SN) they would just send me a 1tb and a 2tb drive under RMAs that weren't even mine.
I replied and told them HELL NO! I want MY DRIVES under the PN and SN that I sent in. I sent 2, 8tb drives and I want 2, 8tb drives back. Even if they have to just give me refurbished drives. I don't care, I just want 2, 8tb drives back like I sent.
I waited another week. This is the reply I just got:
Thank you for your reply.
I hope this message finds you well.
Following a detailed internal review of the RMA case, we would like to inform you that we are currently unable to proceed with issuing a replacement. As per our process and verification protocols, a replacement can only be authorized once the originally expected drives, as listed under the RMA records, are physically received and validated at our facility.
At this point, the drives received under the submitted RMA numbers do not match the expected product details. Therefore, in order to move forward, we kindly request that the correct drives be returned to complete the evaluation and fulfill the replacement request accordingly.
We sincerely understand the inconvenience this situation may cause and appreciate your patience and cooperation in adhering to our procedures. If there is any additional information or documentation you would like us to review, please feel free to share it with us.
Should you have any further questions or concerns, please do not hesitate to reach out.
So at this point they are basically telling me they can't find the drives I sent in, so I am screwed.
I have been building computers for over 30 years and have used Western Digital drives loyally all along. Fortunately I never had to deal with an RMA of one until recently. Well, I will never buy another Western Digital/San Disk drive again. Their RMA process is flawed and they don't seem to care about keeping customers.
This whole thing was basically my word against theirs and I showed them all of my documentation and records, but they didn't care. Someone along the way made a mistake and lost my drives. I understand that mistakes happen but you would think they would give me the benefit of the doubt and send me back what I sent in. Even if they couldn't find them and their records didn't match mine, one would think they would want to make the customer happy. Offer some kind of replacement that was acceptable. But they did not. They chose to basically call me a liar and screw me out of $1200 in SSDs.
You can believe me or not buy I would appreciate it if you don't reply and tell me what I supposedly did wrong. I do not feel I did anything wrong. Except buy their product in the first place.
So, be careful if you RMA a drive with WD/San Disk. You may not get it back.
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