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.
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.