07-07-2009 02:21 AM
I have an in warrantly DiamondMax22 HDD which suddenly is nolonger recognised by the bios. I understand that this is a known issue.
If I return to drive to Seagate, will they fix the drive and recover my data or will they just ditch the drive and issue me with a replacement?
I get mixed answers from their website but when I login into the warrantly page, it says they will replace and not fix my drive.
I don't want to return the drive unless I know I will get it back because otherwise I may as well try and fix it myself.
Thanks in advance for any advice.
07-07-2009 03:53 PM
You most likely need to pay to get it fixed. This is where I would say next time set up some program that automatically backs up your drive at night to another drive (preferibly on another machine). :/
07-07-2009 05:40 PM
I think that some DiamondMax22 drives are subject to the BSY bug. See if the firmware announcement's serial number checker says your drive is affected by this bug (I'll let you find your way through the pinned articles in this forum).
If, and only if, you've been hit by this firmware bug, Seagate, upon request, will fix your drive and return it, with your data intact. This is different from the normal RMA process which gives you a replacement drive (without your data).
Seagate does not perform magic. In particular, if you claim it was the BSY bug, and they agree to try to fix your drive, they cannot fix it if it was in fact a different problem.
If you want to try fixing the BSY problem yourself, there is a tricky do-it-yourself procedure mentioned a bunch of times on this forum.
Oh, and the term "BSY bug" is a name a few of us have started to use to try to be specific. Seagate does not use or recognize any name for it, which is inconvenient when talking about it. This forum is full of confusion partly caused by this.
07-08-2009 02:25 AM
Thanks for your advice. I have just had an nline chat with someone from Seagate and they asked if my drive spins up. I said I didn't think so and they said that this means it cannot be a firmware issue and they therefore will not fix the drive, only replace it.
So, please anyone confirm, does the defective software stop the drive spinning up or does that mean it is a 'mechanical' issue as the chap insisted it was?
The Seagate chap also said that noone who has returned a drive that dos not spin up has had it fixed, only replaced.
Can anyone confirm differently?
07-09-2009 08:20 AM
The drive is toast... You most likely will not be able to get the data back. The only way they can fix it is to move the drive's platters to another drive if the motor won't even spin. If the drive makes a 'click-clack' sound, then you should call up DTI.com or such. Data recovery ain't cheap! It's really cheap to get a spare drive to make backups to, compared to using them to get it back. I'm liking the strategy of getting a fast, high performance drive for my main system, and getting a cheap, slow drive just for holding the backups. As the US EPA says, YMMV (your milage may vary). It is possible to lose both drives at once but it is VERY rare. Think of flooding, fire, etc.
07-09-2009 08:32 AM
Thanks for your input. I would have thought (and you may have noticed that I am no expert) that a drive not spinning up, having given no problems before, is just evidence of some sort of electrical circuit board error which could be fixed.
Do you think if I asked nicely that Seagate would move the platters to a new drive for me? I have heard that they have done that for someone.
There is a post on here regarding fixing a dead hard drive yourself but I am not sure that applies if the drive does not spin up at all.
Well, I have still got the 'put it in a freezer' and 'hit it with a hammer' options! May try those tonight. They won't work but they make make me feel better.
07-09-2009 09:17 AM
I am no expert on this. My understanding is that firms that do data recovery on dead drives don't promise results but charge somewhere between $800 and $2000 (perhaps only on some success).
I would guess that your drive is still in warranty. If you muck with it, you lose that warranty coverage. Of course that is only worth the value of a new hard drive.
I doubt that moving platters is something you can do. Perhaps even the pros cannot. Certainly Seagate will not do it for free
07-09-2009 09:37 PM
Or my favorite - invert the drive. Oddly, that often works on laptop drives when they don't spin up completely... As do some of the other popular methods. But I'd not do them on one that had data impossible to replace, assuming it was important enough to merit $1000+ for recovery. If it's just downloads, then redo them. If it's your MP3 collection, just rerip. If it was your homework or professional files, then you should have saved it nightly to another drive on the network or a Flash ROM drive. I do that because I grew up with floppy disks that essentially had an expiration date.
Also, the drive is in warranty, and if you start messing with it, they might not honor it. Say, if you try taking the platters out. This is obvious, though, I hope!
If the drive was 10 years old and I was curious as to what's on it, I would even try switching boards from the same batch, assuming I had another one. Almost all of my hard drives under 2GB are magnet donars. Newer drives are a lot less likely to like the 'hammer' method since they're so much more high in areal density. I have yet to had to make my own clean room setup but I've considered it for working on aluminum/magnesium welding and hard drive repair. Too bad that's quite expensive for a individual hobbiest. :/
07-10-2009 06:23 AM
I tested my drive again last night and it wasn't dead afterall. Although completely silent, I could feel it vibrate.
So today, I gave this new information to Seagate who have now agreed to fix my drive and recover my data afterall.
I so wish I hadn't hit the drive with a hammer now!
Thanks for all the advice and hopefully there will be a happy ending.
07-14-2009 06:38 AM
I am afraid that the story of my drive did not have a happy ending. i365 have just sent me an email attaching the following evaluation report:
Please find below the results of our evaluation as well as our proposal for recovery.
It seems a bit of a coincidence that my drive was one of the drives with the reported firmware fault; it displayed exactly the charactersitics widely reported as being consistent with the firmware fault (ie. suddenly and without warning failing to be identified by the bios) and yet apparently the problems with my drive are completely unrelated.
I should be grateful for any comments and no, I didn't actually hit the drive with a hammer! That was a joke.