Product: WD30EZRX – Western Digital Caviar Green 3.0 TB Hard Drive
Problem: SMART Error – Current Pending Sector: 5
Resolution time: 3 business days (possible); 7 business days (actual); August 25, 2014 – September 2, 2014
August 25, 2014 – Ticket created
Ticket created. The CSR (Mauricio) explained to me the Standard RMA procedures and the Advance RMA procedure. Since I was a loyal Western Digital customer, they offered to pay shipping for the defective drive back to them which I gladly accepted. I also opted for the Advance RMA option.
August 27, 2014 – New hard drive shipped out
New hard drive is shipped out from Mount Hope, Ontario while my credit card has a temporary authorization of $250.00 CAD.
August 28, 2014 – UPS fails at delivering things
As shown above, UPS, somehow, does not know my street name despite them having delivered products to my house for many years now. I contacted their support while in Las Vegas and informed them that my street address is, indeed, correct and they said they would pass on my message to the local UPS facility. The next day, I see a message saying that now the city name is incorrect. If the city name was incorrect the first time, shouldn’t UPS show that as well? I’m not sure how Toronto is not the correct city.
September 2, 2014 – UPS somehow figures out my address
New hard drive gets delivered. Western Digital provided me with a UPS shipping label to ship the defective hard drive back to them at no cost to me. I also used the same packaging that the new hard drive came in.
Conclusion
I’m extremely satisfied with Western Digital’s Advance RMA process. They shipped a new 3.0TB hard drive to me before they even received the defective hard drive. If it wasn’t for UPS’ mistakes, the new hard drive would have arrived within 3 business days of my creating a ticket. That’s some speedy service.
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