Seagate Website and Community Feedback

[redsonya]

I see that others have had similar problems with the website.  I spent 2 hours the other night trying to create an RMA and was continually sent in a vicious circle until finally giving up.  The next day, I spoke to a rep named Manuel, explained the website problem, and spent over an hour on the phone with him as he consistently misspelled my name and address, etc.  Finally got to the point of payment for the advanced return option and my card was declined.  He was trying to submit it with name and/or address misspelled, of course (after having corrected him several times)!  After 3 tries with 2 different credit cards, finally gave up.  There was no reason at all that the cards should be declined if the proper information was submitted.

So, the website was finally working, apparently....I finally got the "create RMA" button, which wouldn't appear the first few times I tried.  However, when I get to the payment page, it keeps declining my card.  I have called both my bank and VISA, and there IS NO REASON for my card to keep being declined!!!  I'm afraid that the system acts like an ATM where you try the incorrect PIN number 3 times....your card is essentially invalidated!

I'm planning on calling them back on Monday morning, but I don't have any more VISA cards left for them to try!  They effectively have all my account numbers now and believe me when I say this makes me a little bit nervous about my account security.

Has anyone else had this type of problem?  My drive is totally under warranty and needs to be replaced, but I'm about to go to a different manufacturer as this "service" is completely unacceptable.  (I've used Seagate drives exclusively for almost 20 years.)  Any advice or suggestions?  Thanks.

[AlanM]

I just want to let you know that I read your post, and I'm very sorry about this.

Please let us know whether you still have problems later.

[redsonya · Accepted solution]

Well, Alan, thanks for expressing your concern.

I got a tech named Andy today, who was extremely helpful.  There is apparently a rather strange security system in effect which demands physical and billing addresses jive with the postal database.  In my particular case, our extremely rural physical location created headaches on their system.  (What I don't understand is why they verify addresses through the postal system, but won't use postal delivery.  They use UPS who DOESN'T recognize the postal database as verifiable addresses.  Confused yet???)

Anyway, long story short, that was the problem causing my credit cards to be declined.  Everything went through okay today and my replacement drive is on its way.  Unfortunately, the security system would still not allow me to use the website for a warranty return.

Just thought I'd let everybody know how it worked out.  (With this new information, I guess I'm reconsidering my stand on Seagate!)

[AlanM]

Glad to hear it.  Thanks for letting us know.

[nagbag]

SORRY IT'S PROBABLY A BIT LATE TO TELL YOU THIS BUT SEAGATE,SAMSUNG,AND MAXTOR ARE ALL THE SAME AND ALL OF THEIR RETURNS,SUPPORT,REPLACEMENT DEPARTMENTS ARE ALL THE SAME ,crud!

THE WARRANTY THEY SUPPLY IS NOT WORTH THE PAPER IT IS WRITTEN ON. THE WHOLE IDEA IS TO KEEP SENDING YOU IN A CIRCLE, ISUGGEST TO ANYONE WITH BRAINS GO TO A  COMPANY THAT CARES ABOUT IT'S CUSTOMERS BECAUSE THESE **bleep**S DON'T.

[AlanM]

Well, OK.

May I ask what specifically was the source of the bad experience you had? 

[Ifitz]

I have been using Seagate 1 TB & 500 GB Barracuda ES.2 hard drives for almost 10 years. I USED TO be able to go to the warranty site and put in the proper information to utilize the warranty replacement RMA procedure without any issues. I used to get the replacement drive sent to me, an RMA assigned and it always arrived with a return label enclosed. Apparently this is no longer the case!  I now have to put a credit card number in to get "Advanced Replacement"... Ok I can understand that people may have taken advantage of this and a CC number was necessary to keep people honest. However the "Advanced Replacement" does not give you a pre-paid return label

My issue is that when I received the replacement drive, there was no return label. I have hundreds of Seagate hard drives and have returned several (without having to give a CC) and ALWAYS received the pre-paid return label in the box. After speaking with support I found out that I am now expected to pay to receive the Return Label!! I asked when this had changed and was told it was always this way. Simply NOT TRUE.

I am not employed by Seagate nor do I receive a piece of their profits. This makes me wonder why I am expected to pay $9.95, to get a piece of hardware that is still under warranty and has failed, replaced without any cost to me. I could see if I was profiting from this but am not. 

I am not going to purchase any more Seagate products and will let all of my colleagues know that, in my opinion, your company does not believe in its hardware enough to replace it without cost to your customers.

Disgusted,

Ian Fitzgerald

[AlanM]

I am very sorry to hear about the difficulties you have had. 

Could you please contact Customer Service directly?
Thanks.

-AlanM
Moderator

[zztexas]

I have been trying to return a faulty drive for 6 months now. The warranty expires in a little while so this has to work now. Part is my issue, but still this is much harder than it needs to be.

I successfully got a return authorization number, but I did not return within 30 days so it expired.

I got another number, but did not receive an email confirmation.

When I go to My Acc

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redsonya wrote:

I see that others have had similar problems with the website.  I spent 2 hours the other night trying to create an RMA and was continually sent in a vicious circle until finally giving up.  The next day, I spoke to a rep named Manuel, explained the website problem, and spent over an hour on the phone with him as he consistently misspelled my name and address, etc.  Finally got to the point of payment for the advanced return option and my card was declined.  He was trying to submit it with name and/or address misspelled, of course (after having corrected him several times)!  After 3 tries with 2 different credit cards, finally gave up.  There was no reason at all that the cards should be declined if the proper information was submitted.

So, the website was finally working, apparently....I finally got the "create RMA" button, which wouldn't appear the first few times I tried.  However, when I get to the payment page, it keeps declining my card.  I have called both my bank and VISA, and there IS NO REASON for my card to keep being declined!!!  I'm afraid that the system acts like an ATM where you try the incorrect PIN number 3 times....your card is essentially invalidated!

I'm planning on calling them back on Monday morning, but I don't have any more VISA cards left for them to try!  They effectively have all my account numbers now and believe me when I say this makes me a little bit nervous about my account security.

Has anyone else had this type of problem?  My drive is totally under warranty and needs to be replaced, but I'm about to go to a different manufacturer as this "service" is completely unacceptable.  (I've used Seagate drives exclusively for almost 20 years.)  Any advice or suggestions?  Thanks.

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ount on the website, I see the old expired order but not the new one. I cannot create another one as the new one is place. I can't return without the number.

Help!!

[AskTheLeaf]

It's quite possible that the old RMA hasn't been disabled yet.

To get this resolved, please contact warranty support for your region directly.