07-26-2012 12:28 AM
Well, have tried pretty much everything that can be tried to solve this issue of the suddenly dismounting from a Mac drive issue. This has included attaching to a PC machine to see if I can get the disk tools utility to make the sleep amendments there. Unfortunately that was also a non starter.
Despite repeated emails to support I have not had a reply to one of the suggestions that involves using the free agent pro tools software that allegedly came with the drive (nope!). Apparently the software necessary cannot be made available for download for 'international legal issues'.
If anyone can give me a suggestion as to how short of removing the drive from the case and installing it in a computer I can access the drive it would be appreciated. I am now at the stage where I would be happy to get the data off and then go out and find a more reliable external hard drive for backup in future.
07-26-2012 05:50 AM
Sorry, I need to understand something better.
Are you saying that Seagate Support was unable to get you that software? Do you live in some embargoed country like Iran or N Korea?
07-26-2012 05:59 AM
Ah, I see.
You never actually escalated any of the cases to Seagate Support. That's why you didn't receive a reply - Seagate Support never saw any of your messages.
I recommend you try and create a case again. This time, escalate it to Support.
07-26-2012 06:51 AM
OK. Notwithstanding the fact that three emails have already been ignored, the "escalate to support" option is simply asking for EXACTLY the same information that has been entered. However have done as you requested. Perhaps some guidance to visitors that if they actually want their emails to be read and actioned they would need to do this would be helpful.
On the embargo issue, I have no idea why Seagate have chosen to do this. I am working from guidance on the website:
Run FreeAgentPro.dmg from the drive or contact Seagate Support if the software has been lost. Installing the software will disable any sleep features set on the drive and allow it to follow the MacOS sleep commands.
Please include your drive serial number and your mailing address when contacting Seagate Support. The software will be provided as a special download link in the response email to you.
The software being described was never supplied with the drive when purchased.
07-26-2012 07:25 AM
Notwithstanding the fact that three emails have already been ignored,
Well, that's what I am getting at. I apologise for the misunderstanding. No emails were sent. You have four or five cases just sitting that have not been submitted to Seagate Support. So, no emails were received by them, and so none were ignored.
the "escalate to support" option is simply asking for EXACTLY the same information that has been entered.
To clarify, it's asking you whether you want to escalate the case to Support. The system presents you with proposed KB articles to see if they can answer your question without having to contact them. In your case, there wouldn't be a way to do that since your download is restricted and can only be sent by actual contact with Support.
Perhaps some guidance to visitors that if they actually want their emails to be read and actioned they would need to do this would be helpful.
Perhaps. Since the wording on the page communicates that your case has not yet been submitted, and then it provides you a button to Escalate to Support, I'm unsure what else we might reasonably do.
On the embargo issue, I have no idea why Seagate have chosen to do this.
Restrict the download? It's for numerous legal reasons, actually.
Anyway, since you say that you've submitted your case to Support, I am 100% confident you will receive a response. Thanks.
07-26-2012 09:28 AM
Sir, I am not entirely certain that we are looking at the same pages. If no emails were sent when the 'submit' button was pressed then can you please point to exactly how to send an email to customer services that can actually be received and therefore actioned. I appreciate that support can only respond to emails that are sent but by the same token customers can only send emails using the channels made available to them. If the submit button does not actually send the email then this would suggest an alternative might need to be provided.
When I stated that the system asks for EXACTLY the same information I meant precisely that. Clicking 'Escalate to support' presents the same email dialogue screen that was previously filled in. Below this are the same technical documents that I had previously checked in an attempt to find a solution to the problem. Perhaps the confusion is generated by the fact that an email request had been submitted and yes, it does ask to create a support case, however as that was the purpose of attempting to send the email this seems a tad redundant. In terms of what else you might reasonably do, I might suggest that the 'escalate to support' does exactly what it says on the tin, i.e. send the request to support for guidance. It does not state anywhere that the email has not been sent and further action is needed if the email just submitted is to actually be sent.
I am sorry but I do not share your faith in the likelihodd of receiving a response. Having submitted a number of previous emails that do not seem to be reaching their destination I am at a loss as to how to obain support, which was why I had posted on this forum. I was hoping that someone might be able to suggest a solution to this problem. I am grateful for your response so far as it does seem to indicate that there is a problem in my approach to date, specifically:
1. search all forums / technical support articles to identiy any possible solutions.
2. attempt all sensible solutions suggested so far.
3. complete an email support request
4. click 'submit' to send the request.
5. post on forums for advice and guidance in light of the fact that no response was forthcoming.
I am interested in the comment that you make regarding the cases 'just sitting'. If you could point out how I can access them and escalate them in an attempt to obtain some guidance that would be appreciated. Alternatively if you could simply provide an email address that I can use to contact customer support to ask them directly rather than the system that at present does not seem to be working that would be appreciated.
07-27-2012 07:44 AM
If the submit button does not actually send the email then this would suggest an alternative might need to be provided.
I know it may not have been immediately obvious, but the "Escalate to Support" button is the one you needed to press.
It does not state anywhere that the email has not been sent and further action is needed if the email just submitted is to actually be sent.
That is definitely a good point, and in fact there is a project underway right now to improve that communication that the email has in fact been successfully sent off.
I am sorry but I do not share your faith in the likelihodd of receiving a response.
I am sorry to hear that, but I can assure you that emails that sit in the queue without a response bring unpleasant consequences on the support agent who was responsible for leaving it there to rot.
I'm looking at your profile right now and I see that once again your case was not escalated to support.
I don't know what's going on here, so here's what I'm going to do. I'll make sure your case gets to someone, right now in fact.
07-27-2012 09:21 AM
"I know it may not have been immediately obvious, but the "Escalate to Support" button is the one you needed to press.
I'm looking at your profile right now and I see that once again your case was not escalated to support."
I had actually followed your guidance, what was a little disturbing was that it appeared to take me back to the email dialogue page that I had just completed. I do appreciate the fact that you are trying to help access support in order to utilise a seagate product.
As a complete asideI would be interested to know the logic behind having two seperate and differently worded submission methods to send an email to support. In this instance it seems to have completely failed and tarnished seagate's image. It is difficult to see how this could be the fault of a technical support officer when there appears to be an flaw in the website design.
Anyway, as previously stated, your assistance is appreciated as without it I would not know that all attempts to communicate with your support staff to date had been unsucsessful. I have had a response now so your efforts have clearly been productive. They did however point me to a page I had already visited several times (http://knowledge.seagate.com/articles/en_US/FAQ/00