Oh this just gets more comical every day.
On Friday, I had an email in response to my case number about the firmware update, asking me to call in so they can assist me better (I'd already done this on the 10th November and was told to email in so they could help me better!)
On the 10th, I was asked to email all the serial numbers of the 8 drives I need the firmware for, and was told I'd hear something back.. then on 21st, the response came back with my case being closed, and asking to call them regarding firmware.
I called this morning, and was asked for my name and phone number. Gave them, and said I have an existing case number.
The agent (won't name him, but I do have his name) said that he wouldn't be able to find that case, as they don't use that system any more, they have a completely new ticketing system.. (!?!!!?)
So I explained I was just after the firmware update for the 1.5tb drives, and he checked and came back with "There is no firmware update, SD17 is the latest we have here..."
I corrected him and told him that there is a fix available for the hanging issues, and he still insisted that the page he was looking at was telling him there is no update available. I asked why the Seagate forums were full of people being given the fixed firmware in that case, if it didn't exist, and why it's existence was also confirmed by Seagate reps (sorry AlanM). He just said that there was definitely no update.
I asked to be put through to Level III support, and he said he's level II support, and Level III would only have the same information available.. By this time I was getting very angry.
Eventually, he checked with someone else, then came back and asked what operating system I'm on.. I said Windows XP, but the drives are in a Drobo unit. He said the firmware is only available for people on Mac or Linux, or Raid Arrays.. I said they're in a Drobo unit, a sort of RAID array, and is suffering the same symptoms, hanging, and dropping out of the array.. he then said he'd have to send me an email and I'd have to reply with all the serial numbers for the drives before he can send it me...
I still have the problem of not being able to flash the firmware myself though, being on a LAPTOP with external enclosures, not an internal SATA controller.
But I have to ask - what on earth is this company doing, wiping out all the existing and ongoing support cases completely?????
Are they going to contact everyone who has an open ticket and tell them to open a new one????
I'm absolutely disgusted at this debacle.
