Are people who work for HDD companies illiterate?

[DGath]

Hah, this cracks me up. My 80gb Maxtor was loud and vibrating a lot, so I figured the motor was about to die, so I RMA'd it. I just got it's replacement in the mail and they just sent me a 120gb drive. How awesome is that!

So between this, and all the stories of WD shipping 160 gb drives in 120 gb packages for the past few months, this begs the question... can these people read, or are they just that stupid?

Anyone else with interesting RMA stories?

 

[Ionizer86]

It's supposedly quite commonplace that they upgrade you if they can't find your exact product. They won't give you anything worse than what broke though.

 

[EeyoreX]

And when they send you a 60GB drive instead because they don't have the 80GB drives anymore/in stock you will call them stupid. Too bad they can't win by providing an upgraded product to replace the one you had fail. Instead of crediting Maxtor with excellent customer service, let's just call them stupid and illiterate. Just for you... They could have sent you a worse drive. They could also have made you wait until an equal replacement was available. As for Western Digital shipping 160GB hard drives in 120GB boxes, I suppose you are perfect, and have never made a mistake. Also, to address this, it isn't like each hard drive label is lovingly inspected and read by a human being before being individually placed in it's retail box, and wrapped in celophane by the very same person. And then, just to ensure that you, the gracious consumer, get the exact product labeled, and certainly not an upgrade, heavens we don't want that!, they hand deliver it to the store...

\Dan

 

[Oyeve]

It's good business pratice. I sent a compaq laptop back a couple of years ago that was a celeron 500mhz and they shipped back a P3 700 chip after repairs. Good deal! I also bought my soon to be ex wife a cheap 1.3 megapixel camera from vivitar to 59 bux, the thing crapped out in less than a month so I sent it back to vivitar and they sent a 2.11 megapixel model that even does mpeg movies! Talk about an upgrade! Sometimes I cant wait for stuff to break so I can get free upgrades! 🙂

 

[Sid59]

someone is not gracious. pfft .. you get an upgrade from a quality company and they are in then wrong?!

i hope you do good deeds for people and they punch you for being nice.

 

[Zepper]

Thank the French for this one (about all the thanks they deserve):
No good deed goes unpunished!

.bh.
:moon:

 

[chocoruacal]

I'm sure Maxtor figures a little good PR never hurt...thus the "bonus" drives some get. You're, like, 12 years old right?

 

[DGath]

Wow... such a backlash. If you think I'm pissed at Maxtor, no way. I love my early christmas present. If you don't think I'm extatic or gracious about getting a 120gb drive, reread my post. Also, putting 160gb drives in 120gb packaging isn't a "small mistake." I'm sure some people got fired for that screw-up. As someone who hasn't RMA'd before, I wasn't aware that companies typically upgrade your product.

As for "I'm sure Maxtor figures a little good PR never hurt" as some who has spent the last 4 years of my life studying PR and journalism at college, as well as working an IT customer service job, more effective measures could be taken to ensure customer satisfaction. Here's a little something that took literally 5 seconds to think of, enclose a small letter with the drive explaining that... "We apologize for your unhappiness with your Maxtor product. We assure you that Maxtor does everything possible to give its customers products of the highest quality. Unfortunately, we are unable to replace your defective drive with an identical one, but we have included one of our newer models, the 120gb Maxtor DiamondPlus9 Hard Disk Drive. If you are not satisfied with your replacement, contact our customer care dept. at [phone number]. We apologize for the inconvinience and we would like to take this opportunity to thank you for being a loyal Maxtor customer."

Either that by encolsing a tiny letter, or confuse some people into thinking you are a company who doesn't pay attention to detail. The people who you just pissed off by giving them a defective product are not the ones to look at lightly. With the problems WD has been having, how can you fault me for thinking this is a screw up?

 

[Ronstang]

Yep, Maxtor is stupid.......for doing something nice for YOU because you don't seem to have the cognitive resources necessary to survey the situation correctly and give kudos where deserved. Maxtor has some of the best customer service in the industry and some of the best CSRs too........they all speak perfect ENGLISH and are very literate and helpful at all times. I called Monday about an old 5400 RPM 40 gig drive that was acting up and a brand new one was on my door this afternoon when I came home. I didn't get upgraded but I'm not complaining as I got a new HD just like the one that was starting to die, but they did send me a 7200 RPM 60 gig drive to replace a 5400 RPM 30 gig drive last year.

 

[DGath]

Oh my god, this thread was a damn joke. I was merely pointing out how I thought Maxtor was having the same problems as WD in terms of not paying close enough attention to what drives were being packed up. Had this happened with anything else, I would have assumed they upgraded on purpose, but considering what is happening at WD, it made me think twice.

I'm thrilled I got a 120 versus an 80 because I was thinking about buying a new hard drive for more storage, but now I don't. However, this new drive makes the same damn noise, so if you have any suggestions, help me out here.

 

[Jeff7181]

when they send you a 60GB drive instead because they don't have the 80GB drives anymore/in stock

That will NEVER happen, it's clearly stated on their website that a RMA'd drive will not be downgraded, but if you send in an old drive, they may replace it with a newer version of the drive, or a drive with larger capacity. A 7200 RPM drive will never be replaced with a 5400 RPM drive, a drive with an 8 MB cache will never be replaced with a 2 MB cache, and an 80 GB drive will never be replaced with anything lower than 80 GB.

 

[screw3d]

Originally posted by: DGath
Oh my god, this thread was a damn joke. I was merely pointing out how I thought Maxtor was having the same problems as WD in terms of not paying close enough attention to what drives were being packed up. Had this happened with anything else, I would have assumed they upgraded on purpose, but considering what is happening at WD, it made me think twice.

I'm thrilled I got a 120 versus an 80 because I was thinking about buying a new hard drive for more storage, but now I don't. However, this new drive makes the same damn noise, so if you have any suggestions, help me out here.

You think they *don't* know? Therein lies your mistake.

As a few people said above, it's just good PR to send you a free upgrade.

 

[DGath]

Originally posted by: screw3d

You think they *don't* know? Therein lies your mistake.

One would have to assume WD didn't know for a while either.

To shed some light on something... EeyoreX pointed out earlier that WD isn't perfect, and is bound to make mistakes like this. Now you join in and say that it is likely Maxtor won't make a mistake like this, that they know exactly what they're doing. Interesting concept... people with differing opinions. Maybe there is a lesson to be learned?

 

[dpm]

Illiterate.
You keep using that word. I do not think it means what you think it means.

 

[Sid59]

the 160's in the 120 package fiasco ... i don't think anyone got fired over that. There's something called SUPPLY and DEMAND! And then cost. IF i was a company and the 120's are selling like hotcakes but don't want to spend the money manufacturing the 120s at the moment to fill the demands, just toss some 160s in there as a temporary thing. ATI 3rd parties did it with the 9600se and tossed in some 9600 pros. It's hard to concieve that anyone wants a 9600 SE.