Rant: Seagate RMA woes...

[RedBeard]

Okay, earlier this year I get a:

Seagate Barracuda 7200.10
Model: ST3320620AS
7200 RPM
16mb cache
SATA 2
Newegg

Well the drive starts to fail. No big deal, I RMA it. I was going to do an Advance replacement RMA but now they charge $20.00. That sucks so I opt to do a normal RMA.

I send my drive to them. Finally, a week after they recieve my drive I get this:

Maxtor DiamondMax 21
Model: STM3320820AS
7200 RPM
8mb cache
SATA 2
Newegg

So I open the box and look at the drive. It is a maxtor. No biggie, I look up the specs and find out it only has 1/2 the cache. Not good.

I call Seagate immediately. After I explain my problem, the rep puts me on hold for ~4 minutes. She thinks I am telling her that I got the wrong size drive. She says she will do an advance RMA for the correct drive. Thinking everything is okay, I wait.

2 days later I get an automated email with a new RMA number. I check the RMA status and the replacement drive ("the drive to be shipped to you") is the SAME model maxtor.

I call Seagate immediately. I attempt to explain the problem to the rep. He puts me on hold about 3 times. He keeps telling me that I have recieved the replacement. After explaining the cache difference for the 5th time he finally hangs up on me.

I call back pretty pissed off. I talk to another rep. After another round of difficult english and holds, she tells me that the "escalation dept". I try to tell her that the RMA is listing the wrong drive. She promises that I will get the right one.

I get a package from seagate today.... Same damn maxtor hdd. Now they are closed till moday. Not looking forward to that call.. sigh.

Cliffs:
Send drive to segate for RMA
Get a Maxtor with 1/2 the cache
After multiple calls seaget agrees to correct the problem
Seagate sends the wrong drive AGAIN

Update:
They sent out another drive. Hopefully the right one.

 

[olds]

And just think, people are starving in Africa.

 

[Exterous]

Huh - I'm suprised - normally I hear good things about seagate RMAs...

 

[MrDudeMan]

if only 8mb vs 16mb cache made a difference, then i might feel for you.

 

[nboy22]

Am i missing something here.. aren't maxtor and seagate two different companies? or is seagate a division of maxtor now?

 

[Ricemarine]

Originally posted by: nboy22
Am i missing something here.. aren't maxtor and seagate two different companies? or is seagate a division of maxtor now?

Seagate was bought by Maxtor.

 

[sciencewhiz]

Originally posted by: nboy22
Am i missing something here.. aren't maxtor and seagate two different companies? or is seagate a division of maxtor now?

The opposite. Seagate bought Maxtor about a year and a half ago.

 

[nboy22]

Originally posted by: sciencewhiz

Originally posted by: nboy22
Am i missing something here.. aren't maxtor and seagate two different companies? or is seagate a division of maxtor now?

The opposite. Seagate bought Maxtor about a year and a half ago.

You and the guy above you should duke it out... apparently you're saying the exact opposite of each other.

 

[RedBeard]

Originally posted by: MrDudeMan
if only 8mb vs 16mb cache made a difference, then i might feel for you.

Riiight, but it wasn't what I paid for. Besides they agreed to make it right.

 

[RedBeard]

Originally posted by: nboy22
Am i missing something here.. aren't maxtor and seagate two different companies? or is seagate a division of maxtor now?

Try to visit maxtor.com

You?ve been redirected to this page because Maxtor has been acquired by Seagate Technology.

 

[us3rnotfound]

A victim of this, a victim of that, GET OVER IT!!!! :music: :laugh: :beer:

 

[RedBeard]

Maybe I can request to speak to someone in the US?
They just don't understand what I am telling them. (and they didn't seem to know what cache memory was at all)

 

[MrDudeMan]

Originally posted by: RedBeard

Originally posted by: MrDudeMan
if only 8mb vs 16mb cache made a difference, then i might feel for you.

Riiight, but it wasn't what I paid for. Besides they agreed to make it right.

thats true, but that doesnt negate the fact that 8mb vs 16mb is basically no difference. 2mb to 8mb is a huge difference though.

 

[MrDudeMan]

Originally posted by: RedBeard
Maybe I can request to speak to someone in the US?
They just don't understand what I am telling them. (and they didn't seem to know what cache memory was at all)

if you can get someone in the US, your problem will be fixed. good luck with that.

 

[Ricemarine]

Originally posted by: RedBeard

Originally posted by: nboy22
Am i missing something here.. aren't maxtor and seagate two different companies? or is seagate a division of maxtor now?

Try to visit maxtor.com

You?ve been redirected to this page because Maxtor has been acquired by Seagate Technology.

Yikes... Hum, I always thought it was the other way around :laugh:...
Go Seagate? :laugh:

 

[Sphexi]

I feel for you man, but I've been on the otherside as well. Just today I had someone call in who had talked to 3 reps, all unable to help her. Our system was routing her calls wrong, so when they transferred her to the correct department, she'd end up back in ours. Not their fault, but frustrating all the same. I took the time to get a rep on the phone who could help her, and was about to conference her in, when my phone crapped out and dropped BOTH calls. So she probably had to call back and go through the same song and dance.

I felt pretty crappy about it, and left a note in her account to apologize for my mistake and her time wasted. Just remember when talking to these people that they're trained to take calls and handle little problems, they probably have no clue what cache is or why it matters to you. Calmly explain that you have a problem with a technical difference between your old and new drives, and you'd like to speak with someone with detailed knowledge of the products who can help you. If you're nice and explain what you need, it's almost guaranteed that you'll get the help you deserve.

 

[RedBeard]

Originally posted by: Sphexi
I feel for you man, but I've been on the otherside as well. Just today I had someone call in who had talked to 3 reps, all unable to help her. Our system was routing her calls wrong, so when they transferred her to the correct department, she'd end up back in ours. Not their fault, but frustrating all the same. I took the time to get a rep on the phone who could help her, and was about to conference her in, when my phone crapped out and dropped BOTH calls. So she probably had to call back and go through the same song and dance.

I felt pretty crappy about it, and left a note in her account to apologize for my mistake and her time wasted. Just remember when talking to these people that they're trained to take calls and handle little problems, they probably have no clue what cache is or why it matters to you. Calmly explain that you have a problem with a technical difference between your old and new drives, and you'd like to speak with someone with detailed knowledge of the products who can help you. If you're nice and explain what you need, it's almost guaranteed that you'll get the help you deserve.

Heh, yeah I keep my cool on the phone. I don't yell and remain pretty calm. After all I am a bill collector anyway :roll:.

I appreciate your comment though I will be cooled down my monday.

 

[Sphexi]

Originally posted by: RedBeard

Originally posted by: Sphexi
I feel for you man, but I've been on the otherside as well. Just today I had someone call in who had talked to 3 reps, all unable to help her. Our system was routing her calls wrong, so when they transferred her to the correct department, she'd end up back in ours. Not their fault, but frustrating all the same. I took the time to get a rep on the phone who could help her, and was about to conference her in, when my phone crapped out and dropped BOTH calls. So she probably had to call back and go through the same song and dance.

I felt pretty crappy about it, and left a note in her account to apologize for my mistake and her time wasted. Just remember when talking to these people that they're trained to take calls and handle little problems, they probably have no clue what cache is or why it matters to you. Calmly explain that you have a problem with a technical difference between your old and new drives, and you'd like to speak with someone with detailed knowledge of the products who can help you. If you're nice and explain what you need, it's almost guaranteed that you'll get the help you deserve.

Heh, yeah I keep my cool on the phone. I don't yell and remain pretty calm. After all I am a bill collector anyway :roll:.

I appreciate your comment though I will be cooled down my monday.

Do you work for a specific company, or an actual collections agency. If it's the latter, chances are we might work for the same parent company, just in different sub-divisions

I actually had a gentleman call in today for something simple, and when I told him what would happen if I followed through on it he wasn't too pleased. It wasn't horrible, and it wouldn't have cost him any money, but he felt he had earned a certain item from us that we give away as a courtesy only, and he didn't want to give it up. He demanded to speak with a supervisor, which I eventually obliged him, but I was very calm and polite (as was he), and asked him if I could have the chance to try and take care of it first. He agreed and let me work on it, and when I couldn't fix it to his satisfaction he thanked me for trying, and even when my sup. refused him he commented on how polite and courteous I was to him. Eventually he got what he was asking, because he's been a longtime customer and has a spotless record of payments with us, and we made a LOT of money off him, so it's all good. If he had been a jerk about it I guarantee he would've gotten nothing, but he kept his tone down and was very polite to my sup., and she said that's why she chose to oblige him.

 

[buzzsaw13]

Yeah, I remember RMA'ing a Maxtor 160gb with 2mb of cache. They sent me one with 8mb of cache and I was one happy boy

Like what a couple people said, ask them to transfer you to an American and you're problem will most likely be fixed.

 

[Schfifty Five]

Originally posted by: MrDudeMan

Originally posted by: RedBeard

Originally posted by: MrDudeMan
if only 8mb vs 16mb cache made a difference, then i might feel for you.

Riiight, but it wasn't what I paid for. Besides they agreed to make it right.

thats true, but that doesnt negate the fact that 8mb vs 16mb is basically no difference. 2mb to 8mb is a huge difference though.

Then go start a thread over in peripherals or hardware section. WTF does trying to explain the diff of 8/16mb have ANYTHING to do with what the OP is ranting about?

 

[nod218]

AH Crap, I have the exact same hard drive and it it's only 5 weeks old. Out of warranty from newegg and now I have to RMA it through Seagate. Did your drive start getting delay write failures and then stop showing up in windows?

 

[0roo0roo]

thats nothing, try ecs tech support sometime. be lucky to even get an rma support at all

 

[Suspicious-Teach8788]

I've RMAed two 7200.8 drives. The last time I asked them to give me a 7200.9 and they agreed.

I usually tell them I need a drive ASAP and that I work IT and I know what a bad drive is. I also tell them I need an advance RMA and I give them a bunch of excuses that I have mission critical data. They usually understand and bam I get an advance RMA no issues.

I like Seagate.

I'm considering RMAing one of my 7200.10s. It seems to create some problems although diagnostics always come out clean.

 

[esun]

I just went through a relatively painless RMA with a 160GB 2.5" Seagate HDD. Sucks it didn't go so smoothly for you.

 

[BabaBooey]

You do know you get that $20 back when the hdd you RMA'ed is returned.



Never heard of getting a lesser and different drive,I have done 2 SEAGATE RMA's on a 400GB x 2 and was smooth as glass and fast...


Hope it gets resolved and ya gotta keep your cool no matter how ignorant or bad the english is....