I had a problem with a Windows 10 update process that caused a USB-connected external hard drive to be corrupted and inaccessible. I was actually accessing the drive (searching for a file) when a Windows 10 update forced me to "shutdown and update." The system ground to a screeching halt, and when that happens, I know it's Microsoft forcing me to do a Windows 10 update. When I hit the Windows button, I saw that I was right; Windows was forcing me to shutdown and update. I believe the forced shutdown while I was accessing the external drive is what corrupted it.
I have exhausted all of Microsoft's technical support avenues, and the drive is now sitting at the Microsoft Store in Fashion Valley (San Diego) waiting for someone to authorize sending the drive to Seagate for data recovery at no charge to me. There is absolutely nothing more the store or technical support can do. But I refuse to let Microsoft damage my little external hard drive (1 terabyte) and then make me pay to get my data back. That's just not right.
I have been trying for about two months to get through to someone at a higher level at Microsoft who can authorize the store or me to send the drive out for recovery, but Microsoft makes that nearly impossible. I've even faxed the complaint department several times. Microsoft doesn't seem to have an executive level customer relations department at all, and no one at the store, at the Answer Desk, or in tier three tech support has been helpful beyond telling me there's nothing more they can do and no one else they can refer me to.
Every single person I've spoken with about this has refused to escalate my request to anyone higher beyond the level of the store manager and a tech support supervisor, neither of which can authorize the data recovery at no charge to me. I find that outrageous and unacceptable. I've even had Microsoft technicians tell me the situation I described is certainly possible. It would be just absolutely too coincidental for the drive to have failed at just the moment Microsoft was forcing me to update. As soon as the update was complete, the system rebooted. When I tried to access the drive again, it wasn't recognized. It was listed in the Device Manager, but Disk Management couldn't initialize it for some reason. So, I was told to take it to the Store, and they've been of no help.
They keep telling me their tech support says the update can't damage a drive, and I keep having to constantly repeat that it isn't the update itself that damaged the drive, but the SHUTDOWN part of the shutdown and update process. They just don't get it. I think this happened because the system was put in this "non responsive" state in order to force the update and happened to be accessing the external hard drive at that exact moment. Not only that, but I keep having to prove to them that they have a known issues with the Anniversary Update and connected external drives suddenly not being accessible after the update.
Microsoft is adamant in their refusal to pay for data recovery and say the drive is "dead" and that I only have until Feb 16 to retrieve the drive from the Store or they will dump it for recycling. What that means, if true, is that the only alternative I have is for real data recovery from a company that specializes in that service. I won't be able to personally use any data recovery software or do anything else to get to the data. I am equally as adamant, however, that I shouldn't have to pay for damage their update caused.
I'm interested in hearing whether anyone else has experienced their system becoming unresponsive when Windows 10 wants to update and if it's possible that shutting down while accessing a connected drive could have caused the drive to be corrupted? Please let me know what you think and if you have any suggestions as to where I can find documentation that real damage to a connected hard drive is a known issue. I can't be the only one.
I have exhausted all of Microsoft's technical support avenues, and the drive is now sitting at the Microsoft Store in Fashion Valley (San Diego) waiting for someone to authorize sending the drive to Seagate for data recovery at no charge to me. There is absolutely nothing more the store or technical support can do. But I refuse to let Microsoft damage my little external hard drive (1 terabyte) and then make me pay to get my data back. That's just not right.
I have been trying for about two months to get through to someone at a higher level at Microsoft who can authorize the store or me to send the drive out for recovery, but Microsoft makes that nearly impossible. I've even faxed the complaint department several times. Microsoft doesn't seem to have an executive level customer relations department at all, and no one at the store, at the Answer Desk, or in tier three tech support has been helpful beyond telling me there's nothing more they can do and no one else they can refer me to.
Every single person I've spoken with about this has refused to escalate my request to anyone higher beyond the level of the store manager and a tech support supervisor, neither of which can authorize the data recovery at no charge to me. I find that outrageous and unacceptable. I've even had Microsoft technicians tell me the situation I described is certainly possible. It would be just absolutely too coincidental for the drive to have failed at just the moment Microsoft was forcing me to update. As soon as the update was complete, the system rebooted. When I tried to access the drive again, it wasn't recognized. It was listed in the Device Manager, but Disk Management couldn't initialize it for some reason. So, I was told to take it to the Store, and they've been of no help.
They keep telling me their tech support says the update can't damage a drive, and I keep having to constantly repeat that it isn't the update itself that damaged the drive, but the SHUTDOWN part of the shutdown and update process. They just don't get it. I think this happened because the system was put in this "non responsive" state in order to force the update and happened to be accessing the external hard drive at that exact moment. Not only that, but I keep having to prove to them that they have a known issues with the Anniversary Update and connected external drives suddenly not being accessible after the update.
Microsoft is adamant in their refusal to pay for data recovery and say the drive is "dead" and that I only have until Feb 16 to retrieve the drive from the Store or they will dump it for recycling. What that means, if true, is that the only alternative I have is for real data recovery from a company that specializes in that service. I won't be able to personally use any data recovery software or do anything else to get to the data. I am equally as adamant, however, that I shouldn't have to pay for damage their update caused.
I'm interested in hearing whether anyone else has experienced their system becoming unresponsive when Windows 10 wants to update and if it's possible that shutting down while accessing a connected drive could have caused the drive to be corrupted? Please let me know what you think and if you have any suggestions as to where I can find documentation that real damage to a connected hard drive is a known issue. I can't be the only one.
Facebook
Twitter
Instagram