Seagate Website and Community Feedback

[hunterws]

I've searched and searched for 2 answers to my questions to no avail.  (seagate external hdd)

I finally signed up for an account which was a hassle with errors, but got it done.

Then was trying to contact technical support through their email.   Then realized the next page gave me more information to sift through that was totally unrelated, and to hit proceed to start a 'case'.

THEN hours later ....... realize this is a "self service" contact I made.   So, I started a case evidentally to answer myself, well, isn't that handy!  (.........ummm)

Now, I see the little dongle that tells me to escalate to a service person to click "yes", and there is no "yes" to click.   If a moderator sees this post and can find it in their busy day to take a look at my "self help case" (lol) ... I'd appreciate it.

This sort of elusive cloak and dagger lets see how many smoke screens we can put in front of people "service' has really soured my view of your company thus far.

[AlanM]

I am sorry to hear about the difficult experience you've had.

Of course there should be an option to escalate your case.  May I know what browser you're using?  Have you tried logging out and logging back in? 

Could you possibly take a screenshot and save it on an image-hosting site and link to it?

[hunterws]

Hi Alan, thanks for the post.

no escalate button

[hunterws]

help? 

[AlanM]

Your case has been moved to the Tech Support queue.  Sorry for the delay.

[hunterws]

Thanks Alan! 

[blimey]

i went round and round the same circles, whoever designed the seagate help and support system was a genius at avoiding giving help. You will have to log in again , maybe a few times as i had to to get that yes button in a drop down manu. An awful system, an awful form and not a good product either.

[TomR]

No "Yes" button appears using OmniWeb or Safari either.  I'll try the log out - log in work around, but this seems to be a large problem in design of this web site.  

[TomR]

Logging out, then logging in again does not lead to a "Yes" button being displayed.  When the web site does not forward help requests to Support, there is no way for the user to "escalate" to the request originally intended.  The current web site implementation prevents users from requesting help.  

Since the Web site is also the only method provided to originate email requests for help, Seagate has effectively blocked web and email requests for support.  

Tomorrow I will begin trying telephone support.  

[TomR]

Telephone support was quick and easy.  Call

1.800.732.4283

This strongly contrasts with trying to get help through the web site which does not work for me.