The original post: /r/datahoarder by /u/digilink on 2024-08-07 12:26:56.
I have spent the last two days (today will be attempt number three) trying to get warranty replacement for a failed Exos X18 18tb drive. I bought the drive last March, so still well within warranty and thought this should just be a simple warranty replacement, so I start down the path to initiate it online and this is where the frustrations begin.
I tried to login to https://www.seagate.com/support/warranty-and-replacements/start-claim/, provided my credentials, saw a spinning animation... then nothing but a blank page. Hmm that's weird.. let me try a different PC/internet connection, disable all my ad blockers etc... nope... same results.. well shit.... ok let me contact support so I pull a chat up... disaster now ensues.
The first rep on Monday opened a case for me to get this drive replaced and agreed it was covered under warranty (and I even checked with their tool) and I was to "receive an email" with further instructions. Well... no email ever came, nothing in spam folder etc. I reach out again yesterday with said case number... after going back and forth with this rep for 1.5 hours, he proceeds to tell me the drive is no longer in warranty and to provide proof of purchase... hmm ok, well that's frustrating, it was in warranty yesterday, but fine whatever, here it is and I provide a copy of the Amazon invoice where I got the drives from. I then get told it will take 24-48 hours for the warranty to be updated then I can request a replacement. I am furious at this point and demand an escalation, which he did. I checked this morning and the drive is "magically" back in warranty again.
So my question is... has anyone else had a frustrating experience like this? I wonder if they are dealing with any of the crowdstrike fallout and their systems might have been impacted or something. Is it possible to call them and get support to get this going, or chat only? All I get on this page is spinning animations instead of a link to talk to someone:
https://www.seagate.com/contacts/
I'd just like to get my failed drive replaced, and having to jump through these hoops makes me hesitant to ever buy another Seagate drive ever again.