In November 2023 I bought a Seagate EXOS 16TB to do backups. After light use the drive failed on May 15 2024 and Windows Computer Management > Disk Storage reported "fatal device hardware error" and I could not access the drive.
On Thursday May 16 I went to the Seagate website warranty page requesting a replacement and on Wednesday May 22 I received a replacement on my front steps. Very nice, very efficient.
However, one huge problem. Seagate is requiring me to return the bad drive without disabling it to prevent access to confidential data.
While I cannot access the drive on my computer, a technically skilled person might be able to access it using more advanced techniques or just fixing the hardware error
I just now had an online chat with a very polite support person telling them the drive contains confidential data and I want to make sure the data cannot be read. I explained it is impossible to use software to erase data on a drive that cannot be accessed and that I want to drill a hole through the disk to prevent anyone from accessing it or else open the drive and remove the disk platter.
The support person responded saying that drilling the hole or opening the drive will void my warranty. They added that Seagate's procedures and protocols will absolutely prevent anyone from seeing my data.
I responded saying I know Seagate to be an honorable and reputable company, but that I know perfectly well procedures and protocols are not always followed.
So... I am not at all satisfied with Seagate's warranty procedures. Customers should be allowed to obtain warranty replacement on a failed drive that the customer disables to prevent any access to confidential data. They send the bad drive in purely to provide proof that a drive is no longer working.
On Thursday May 16 I went to the Seagate website warranty page requesting a replacement and on Wednesday May 22 I received a replacement on my front steps. Very nice, very efficient.
However, one huge problem. Seagate is requiring me to return the bad drive without disabling it to prevent access to confidential data.
While I cannot access the drive on my computer, a technically skilled person might be able to access it using more advanced techniques or just fixing the hardware error
I just now had an online chat with a very polite support person telling them the drive contains confidential data and I want to make sure the data cannot be read. I explained it is impossible to use software to erase data on a drive that cannot be accessed and that I want to drill a hole through the disk to prevent anyone from accessing it or else open the drive and remove the disk platter.
The support person responded saying that drilling the hole or opening the drive will void my warranty. They added that Seagate's procedures and protocols will absolutely prevent anyone from seeing my data.
I responded saying I know Seagate to be an honorable and reputable company, but that I know perfectly well procedures and protocols are not always followed.
So... I am not at all satisfied with Seagate's warranty procedures. Customers should be allowed to obtain warranty replacement on a failed drive that the customer disables to prevent any access to confidential data. They send the bad drive in purely to provide proof that a drive is no longer working.
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