- Report: #1466502
Complaint Review: Western Digital Corporation - San Jose California
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Western Digital Corporation
5601 Great Oaks Pkwy San Jose, 95119-1003 California, United States
Phone:
+1949.6727000
Web:
https://www.wdc.com/en-um/
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Western Digital Corporation WD has falsified documents and lied about a particular product replacement transaction they themselves initiated San Jose California
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All that is mentioned below I can vouch to be true and can substantiate that claim by providing physical documentation.
I own a My Book Duo 16TB external storage hard drive. Its warranty is valid until 2021, as confirmed by WD in a recent email. Since this aforementioned drive was failing its own diagnostic tests, i emailed screenshots of the posted failures to WD who promply advised me that the drive was malfuntioning, that I should backup my photo archive immediately, and that since it was still under warranty, they would gladly replace it. I'm a retired educator and photographer who uses the drive daily, so I was specifically advised that I should create an Advanced RMA. What this does, WD explained, it replaces my drive by first sending me the replacement drive and once received I would send back the defective drive. The one condition was that I would have to provide credit card information to put a hold on the drive I am supposed to return. (Ouch!!! said my professional advisor) I agreed and an Advanced RMA was created over the phone with an agent named Kisha. I was informed that it would be activated immediately and the replacement sent the same day October 5, 2018. Not having received confirmation of the shipment I inquired and was told that in actual fact the replacement drive was sent October 12, 2018 and WD sent a form where the date was duly represented and that the carrier was UPS. A little later, being common practice by anyone who is waiting for a parcel to inquire about its whereabouts, I asked if they could provide its UPS tracking number. The form carried a footnote saying that the tracking # is usually provided within 48hrs. That is a misrepresentation of facts for here in Canada and definitely in the US UPS provides a tracking # latest overnight. I began suspecting foul play and when I insisted on having that number they wrote saying that the RMA had not yet been updated and that they would "escalate" the issue by referring my case to the "wharehouse". Having not heard from them I wrote to WD again but never received a reply. No longer being able to communicate with them and for certain now knowing that I had been scammed and that the replacement drive had never been sent I desperately sought advice. Was I going to be charged $ 598.49 US for not returning the defective drive since I never received the replacement as initially promised; this is their own established procedure under the rules of an Advanced RMA.
The day after I filed a complaint with the US BBB, WD resurfaced from the dead. They sent me a notice stating that if I did not return the defective drive by Nov.11, 2018 they would charge my credit card for the above mentioned sum. And that if I blocked the charge they would forever block an eventual attempt in reopening of my case. If this is not fraud I do not know what is. Charging me money for a prodduct for which a replacement they have never provided. I could not provide a response to their last email as they blocked my IP address from their system. How convenient, how dishonest, how callous.
1 Updates & Rebuttals
Joe
Whitehorse,Yukon,
Canada
WD Case # 092618-13268036 RMA # 87661765 Resolved and closed.
#2Author of original report
Fri, November 30, 2018
Thanks to WD for helping resolve the issue.
All of this could have been avoided if WD had provided UPS Tracking #s at time of shipping and included the phone number in the recipient's address.
UPS Canada was negligent and unprofessional in holding two of the three shipments without informing receiver. Parcel could not be traced.
WD improvement in Internal Communication would go a long way in avoiding these kind of situations.
