04-12-2011 01:19 PM - last edited on 04-12-2011 03:59 PM by MrMatthew
I have bought an internal drive in September 2008 with a warranty for 5 years.(BARRACUDA drive 7200-RPM S ATA 500GB ST 3500320AS/9BX 154-303 serial# [Edited: Removed personal information per the community rules and regulations.])
In May 2009, the drive has stopped working, so I have sent the drive to Seagate for exchange. (Spent $20 sending via UPS)
Malfunctioned drive was exchanged. I received new drive with no sending fees. (Serial#9QM5XPA9)
Now, in March 2011, this new exchanged drive started malfunctioning again. So again I sent it via UPS with cost of $22 to Seagate.
When DHL brings “repaired” disk (parcel #[Edited: Removed personal information per the community rules and regulations.]) , they ask me to pay $33 as import expenses. So I refused to take it.
Note that the same new drive in market cost $52. So, sum of all charges for replacement of malfunctioning device goes over the cost of new drive.
I sent you the product with a warranty. Why do I need to spend more money?
In my opinion, for a good customer care, Seagate should take all the expenses for sending and receiving drive within warranty period. Why do I need to pay an import fees.
Seagate marked on the parcel DDU(Delivered Duty Unpaid), instead DDP(Delivered Duty Paid)
Seagate should take all expenditures. It’s not my problem that drive is malfunctioning and not working properly during warranty period.
Customer Support Center does not understand and can not solve this problem. Can you help me?
04-13-2011 05:36 AM
What do you mean that the Customer Support Centre "does not understand the problem"? What specifically did you tell them, and what did they tell you? To whom did you talk?
04-13-2011 12:14 PM
I spoke with Pierre and Bhawna. I told them same that I wrote here. They answered I must pay because this is "abiding the Israeli trading laws"
Do you think so?
For what I bought drive with 5 years warranty? Must I pay money for receiving repaired drive?
For me more easy to buy another new one, from another brand.
Seagate must pay all delivery at home.
Thank you for your time
04-14-2011 08:10 AM
I talked to the agent who handled your case.
I'm sorry, I think you used the wrong word when you said "understand". They understand the problem, but the problem appears to be with Israeli law with respect to shipments. I'm sorry, but I think the only thing you can do is contact Seagate Support to work with them. I have no knowledge of this type of case.
04-14-2011 11:39 PM
I'm sorry, Word "understand" in my case, it's soft word that I can use.
Seagate Support three times answered same " it is import export fees". What I can "work with them"?
For exemple: You bought expensive drive from famous brand(Seagate), which wrote 5 years warranty. This drive can’t work during even half warranty time.
You have sent (spend via UPS $20) the drive to Seagate.
That drive was exchanged for another drive. It worked one year and ten months.
You sent again to Seagate via UPS $22
Now, you need to pay " it is import export fees".$33.
(New one cost $52)
"Please note that if you do not pay for those costs, it will not be possible to deliver the drive. Moreover, if the drive is returned to us (due to your refusal to pay those costs), no other replacement drive will be sent."
What you will be do? Give me advice, please.
I will not pay anything more, but if I don't receive drive, this means that Seagate stole my drive and my money ($42) (I'm sorry for word "stole".I can't find another word)
Thank you for your time.
04-15-2011 07:25 AM
I am sorry, I have spoken more with the warranty agents, and they're telling me that the problem is with Israeli export/import laws and fees. We cannot do anything at this point.
I am sorry, there is most definitely nothing that I can do. Please direct any further questions to Seagate Warranty Support.
04-16-2011 08:43 AM
Thank you for yours understanding. You wrote: that the problem is with Israeli export/import laws and fees.They wrote: You (I) must pay!
They need say to customs that the drive I did not buy from Nederland. And this is only replacement under warranty product. They must mark this parcel so.
They must solve this problem with customs servise. Instead of this you spend time and press on me that I must pay.
Where I can complain at them?
Thank you for your time.
04-18-2011 08:43 AM
Please contact the agents with whom you've been in contact for questions about submitting complaints.