11-24-2008 01:49 AM
Please post the firmware download links!
I have a support case for this from 20/11 Seagate haven't botherd to loook at it yet, their chat does not answer, there phone support have a non-working number.
The SPP website is not working - "it's doing maintenance" at 11AM ? What a joke!
I'm very much thnking about never selling a Seagate drive again if this is how you handle your resellers.
11-24-2008 02:07 AM
I purchased 7 of these a few hours ago for a RAID 5 array, thankfully some fellas on IRC were nice enough to inform me of these issues and I got to cancel my order just in time.
I was actually thinking of going for 12 drives for a RAID 6 array... boy, what a disaster that would have been..
Not something you'd expect from Seagate, huh?
11-24-2008 02:24 AM
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.
11-24-2008 05:54 AM
Reseller,Here is the link to contact Customer Service directly.
I am sorry it didn't work for you before.
11-24-2008 06:10 AM
Thanks JENKINS YOU POND SCUM... Whatever you posted destroyed the data on my drive and now it is unusable. MODS!! I want his name and address so I can sue the pants off this idiot!!!
11-24-2008 06:32 AM
11-24-2008 07:11 AM - edited 11-24-2008 07:12 AM
I just purchased a couple of these drives with the following details written on their white stickers on the top of the drives;
Date Code: 09205
Site Code: TK
Do I also requrie a firmware update or are the problems described in this thread fixed on my firmware revision?