07-12-2010 03:33 AM
I have a 5 year old Athlon 64 computer. About a year ago I had bought a Maxtor Basics 500 GB External USB hard disk. (PN: 9NZ2A4-500 SN: 2HBAJNTE). About a month ago one day suddenly I noticed that the hard disk wasn't being shown in the list of drives. The LED glows as a constant light and shows no actvity. If you hold the disk you also feel something spinning inside. First I thought that it must be a BIOS problem since I had just added a RAM stick and reset the BIOS to have it accepted. So I flashed the BIOS with the most recent release. Still it didn't help. I reinstalled the USB 2.0 drivers that had come with the motherboard CD. Still nothing. So I tried connecting the hard disk to my laptop and my friends computer to see if it was a computer problem, but it wasn't detected anywhere. I tried connnecting the USB cable of my digital camera to ensure that it wasn't a cable problem. Didn't help. I took the troubleshooting tutorial on this site and it asked me to contact the vendor. So I took it to the seller from whom I had bought it. He checked it with his cable and said it was dead and since the warranty period is still on he gave me the address of the local Seagate authorized service center.
I took it to him. I asked him, what's to be done of the data on the disk? He said, "It's gone". I told him that I have some music, important data and most importantly some invaluable pictures of friends which I cannot afford to lose in any case. He told me that he doesn't know anything about the data and I as well may try contacting on this website. I've been trying to registerter for the last 1 month and it used to show a message that site is facing techinical problems. Finally, I could register today.
Any help so as to have the warranty availed and the data to be retrieved would be much appreciated.
07-12-2010 09:14 AM
07-12-2010 06:09 PM
Hi Matthew. Many thanks for the reply.
I just checked my browser history. After confirming that hard disk was dead I had first written from the provided online form to the 'data recovery' dept to get any possible solutions but didn't hear back from them. So then I tried to post messages in community forums and initial a live chat, but saw that all that requires registration. The first time I tried to register was on 18th June - 4:25 am IST. It didn't give any specific error number, but just that "We are currently experiencing technical issues". I tried 2-3 times from home and office as well, and tried to reach the registration area from different links on the site but the same result. Finally yesterday could do it sucessfully.
One difference I noticed yesterday was that in the username field then could let me put the entire username I had chosen and yesterday it limited me to certain characters so I could put in only part of it. So that could be the problem - more characters were being accepted than the database field could accept.
07-14-2010 07:04 AM
Can someone respond to my query about recovering data while maintaining the warranty status please? I need to use the data on that disk as early as possible.
07-15-2010 11:55 AM
07-23-2010 06:23 AM
Thanks Alan for your reply.
After Alan's reply I tried to contact support over a period of last 10 days , first through email then live chat and then on phone. First in email they told me that they would need my phone number to provide further support. After providing it there wasn't any call from them. Then I tried live chat and they said that it isn't available for India. Then I tried to call the phone numbers provided for Asia Pacific region and couldn't get beyond the automated recorded message, the call would be disconnected. I was getting impatient and angry at Seagate at this point, but just then I could have a breif live chat with another rep and get through in and could speak to a phone support representative Michelle who was very patient and helpful listened to me and addressed to my concerns.
As per her instructions this is what I should do:
1) I have to find an independent data recovery company, get the data recovered. I should check beforehand if they can provide me with a letter on the company letterhead with a confirmation of their recovery attempt and brief description of it.
2) I should come back with all the parts of the hard disk, send a scanned copy of the letter to sfdc.apacsupport [at] seagate [dot] com
3) Then I should go to the local Seagate authorized service center with the letter and the disk disk and give it there and would hopefully get the hard disk replaced under warranty.
This is because currently there aren't any Seagate associates or recommended data recovery professionals in India. Well, it works as long as it is acceptable to Seagate while keeping the warranty valid. But I'm really surprised why there aren't in a big market like India. Most people I know don't even know that there exists another brand of hard disk than Seagate. Neverthessless, I'll post in as I see further progress.