HGST (Hitachi) RMA Experience?

[techfuzz]

Anyone got any experience with an RMA to Hitachi Global Storage Technologies (HGST)? How long did it take? What model and size did you return? When was the RMA handled? Please add anything else you wish to offer.

I created an RMA at the HGST website on March 26 and prompty sent in my drive, an IBM DeskStar 60GXP (40 GB), which so happened to be a refurb that I received in return for another previously failed and RMA'd IBM DeathStar 75GXP. So, according to the HGST website my drive was received on April 1 and has since then said the same thing every day I've checked: drive received, replacement drive has not yet shipped. Their website states that a replacement will be shipped within 14 working days unless they don't have any inventory.

Last Thursday, April 17th, I sent customer service an email. In short, I told them my drive was received by them on the 1st and I asked them if I should expect a replacement drive to be delayed beyond the 14 working days timeframe. The email I received was the typical customer support previously written canned response. Obviously they didn't even bother to read my entire 3 sentence email. They reitterated to me the drive had been received on the 1st and a replacement would be shipped within 14 working days based on availability. Today, Thursday the 24th, is day 18 based on working days (M-F) assuming they don't work weekends.

So here I sit thinking about that 40 GB that I could be using, but ....

I'll update my story as more information develops, in the mean time, can anyone else offer any experience they have had with the "new" HGST which in actuallity seems exactly like the old IBM hard drive customer service unit.

techfuzz

 

[galt]

Just returned a Deskstar 75gxp and got a replacement. Took them a few days after they got mine to ship back. Shipping took a week. Not any different from when I had to rma to ibm a year ago.

 

[cleverhandle]

Returned a 40 GB 60GXP and got a refurbed one, same model and size. Didn't seem to take too long. Like galt, about the same as a previous IBM RMA.

 

[techfuzz]

I guess if nothing changes by this coming Monday I will call them and see what's up? Email just isn't cutting it, I think human interaction will be required.

techfuzz

 

[techfuzz]

I sent them one last email today because I don't have time to call them and haggle about the drive. Here's a copy of what I sent:

I sent an IBM DeskStar 40GB hard drive in for RMA and it was received by you on April 1st according to your website. I have been patiently waiting for a month now, or 23 (M-F) workings days, to get a replacement. Your warranty policy states that I may experience a delay in receiving my replacement based on stock availability, but do you really expect your customers to wait a month or more for a replacement? Your continued delays reflect poorly on your company.

I included the necessary RMA information as well. I'll give them a chance to respond to this email and then I'm calling customer service.

techfuzz

 

[techfuzz]

According to the customer service rep I spoke with, all hard drives sent in for RMA are shipped to Hitachi's factory overseas after they are received at the local collection point. In my case, since I'm in the US, I shipped my drive to the Hitachi logistics center in Union City, California. The drives are then sent off to Hitachi's factory overseas in Taiwan. After the factory in Taiwan receives the RMA'd drives, they sends back replacement drives to the logistics center in California who then sends the replacement on to the customer. The problem is that the factory can only send replacement drives IF there is enough stock available and the logistics center in California does not keep any drives in stock.

Now I guess I have to wait until the factory in Taiwan has enough stock to fulfill the replacement drive order that the logistics center in California requested.

After all this is said and done, this will be the LAST IBM/Hitachi hard drive I buy or use. Anyone want to buy a never used 40GB 7200 RPM 2MB cache Hitachi?

techfuzz

 

[RalfHutter]

Originally posted by: techfuzz
Anyone want to buy a never used 40GB 7200 RPM 2MB cache Hitachi?

techfuzz

The problem is that you may very well get a refurbbed drive in exchange. Some do, some get new ones. It depends what they've got available when they're shipping it back to you.

 

[techfuzz]

Originally posted by: RalfHutter
The problem is that you may very well get a refurbbed drive in exchange. Some do, some get new ones. It depends what they've got available when they're shipping it back to you.

All I meant was, never used by me. I didn't say new because I've gotten back refurbed drives in the past. I think my drive may have been shipped, hopefully it'll be in next week.

techfuzz

 

[jimmygates]

I got my SCSI drive replacement within 10 days. Maybe they ran out and they are going to give you a better drive?




-Jimbo

 

[techfuzz]

Today ends the saga of my RMA. I finally received a replacement after more than a month+week. The drive I received in return, same model and size as my RMA'd drive, but it's brand new. It was manufactured in March 2003 at that Taiwan factory according to the label on the static bag. I think I'll just sell it as-is and put it towards a new WD Raptor.

I found this RMA experience to be very poor, because it appears they had inventory all along and it took over a month to get a replacement.

techfuzz

 

[SGtheArtist]

I sent off my 40GB 60GXP in January and it took about four to five weeks. I just sent off another different 40GB 60GXP that just crapped out this morning. I figure that I could either spend $10 to ship it and get a replacement or just buy a new HDD for $80 locally, so I chose to spend the $10

Now I just have to wait.

Considering the whole IBM/Hitachi quality issue it would be interesting to see a market distribution of manufacturer HDD sales before the 75GXP & 60GXP and then one for today, showing how the market has shifted.

 

[CZroe]

Three times. Twice, my 60GXP failed (IBM, then Hitachi dealt with it), once a friend's (IBM). EVERY SINGLE TIME Airborne Express looses my package. This time, I only got the drive yesterday when they shipped Feb. 2nd!

Compaq also uses Airborne, and they have had trouble before, but not every time (They've taken back my laptop over 20 times).

I believe it's a problem with my address in Airborne Express' database. They must keep cross-referencing it with an older version (Clemit Harris Rd instead of Harris Rd) because when I do eventually get them they have it handwritten on the box side. Last time it had a Mapquest map taped to it! I usually get a call looking for directions from a driver that's given up and they usually say they'll reattempt delivery the next day (Within normal time-frames) then I don't hear anyhthing for a week until I call. Everytime I call they say they've fixed the problem for good. Grrrrrr..... :|

Well, it's probably not IBM/Hitachi's fault (They're probably still doing it all using existing IBM channels) but my Compaq laptop does go through without a hitch the majority of the time and you are looking for Hitachi RMA experiences

 

[Sheriff]

Sent in the same Drive as you techfuzz in the beginning of April and last Friday received an e-mail from them that it was shipped that day

 

[Injuis]

I sent my 60gxp back in february. took about a week and a half for them to process the request then another week and a half to send it back. pretty damn slow.

 

[techfuzz]

Originally posted by: Sheriff
Sent in the same Drive as you techfuzz in the beginning of April and last Friday received an e-mail from them that it was shipped that day

You were probably in the same batch as mine. I got word on Thursday/Friday of last week saying that it was shipped. I received mine today. I hope yours shows up soon too!

techfuzz