Kudos for customer service
Oct 3, 2012 19:00:04 #
We often hear about awful customer service, so I'd like to tip my cap to a company who performed magnificently - Western Digital.
I bought a pair of their 1.5 TB drives last year, installed one and kept the other for a spare. It ran fine for over a year until I noticed the whole system was slowing down. Did a bit of troubleshooting to discover the WD drive used for backing up other drives was taking forever to read and write. Oddly enough it was not filing up the system error file with reports.
How slow? It took me more than 30 hours to copy the data from the defective drive to another drive in the system. These were both SATA drives and not USB.
Anyway, the drive had never been registered with WD and I had no receipts or proof of purchase, but thought I'd check the WD site to see what would happen. The site asked for the drive serial number and when it was purchased. Entered that data and was informed an RMA was being e-mailed to me. I packed the drive, sent it to WD last Thursday and a brand new drive was dropped off by UPS today!
No muss, or fuss.. Just perfect customer service.
And it took less than an hour to copy the files back to the new drive.
I bought a pair of their 1.5 TB drives last year, installed one and kept the other for a spare. It ran fine for over a year until I noticed the whole system was slowing down. Did a bit of troubleshooting to discover the WD drive used for backing up other drives was taking forever to read and write. Oddly enough it was not filing up the system error file with reports.
How slow? It took me more than 30 hours to copy the data from the defective drive to another drive in the system. These were both SATA drives and not USB.
Anyway, the drive had never been registered with WD and I had no receipts or proof of purchase, but thought I'd check the WD site to see what would happen. The site asked for the drive serial number and when it was purchased. Entered that data and was informed an RMA was being e-mailed to me. I packed the drive, sent it to WD last Thursday and a brand new drive was dropped off by UPS today!
No muss, or fuss.. Just perfect customer service.
And it took less than an hour to copy the files back to the new drive.
Oct 3, 2012 19:09:18 #
It's really great to hear about customer service going well, Eric.
We usually only hear about problems and complaints.
Thanks for posting, and thanks to WD!
We usually only hear about problems and complaints.
Thanks for posting, and thanks to WD!
Oct 4, 2012 13:55:53 #
Oct 5, 2012 03:39:17 #
That good customer service has paid WD off a hundred fold with the good publicity from this post. Good service needs to be recognised.
If you want to reply, then register here. Registration is free and your account is created instantly, so you can post right away.