ComplaintsforWestern Digital Corporation

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The *** in question was purchased in September of ******************************************************** may of 2023 per hte company's own website. Pages that show the product in question for purchase have no indication of a critical firmware update in order to keep the product from becoming useless. There are multiple reports of this across various sites of this being a common issue with this particular model number

  Business response

  05/09/2024

  Thank you for providing the communication for your case ******** for *****************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer purchased a WD Blue 1TB internal SSD storage device that is not working as intended. When a product is determined that a firmware update is required, the information is posted on our public support page so that a customer can apply the available firmware. In the event of a product failure, we offer a limited warranty period to allow a customer to obtain a replacement product.
  
  WD offers a standard return materials authorization which required the customer to return the failed product first before a replacement can be provided. WD also offers an advanced return material authorization which allows a customer to receive a replacement before returning the failed product. Please note that the advanced option has a non-refundable service fee associated with this service and customers will agree to the service fee when they opt-in for the advanced service.
  
  Our case notes indicate we requested a valid proof of purchase showing the authorized resellers name, date of purchase and the total amount paid so that we could consider an accommodation, but the customer declined to provide a valid proof of purchase. Based on the screenshot provided by the customer, they will need to click the link labeled View Invoice and print a PDF copy for WD to review.
  
  Customer can also opt-in for a standard return material authorization, and we can provide a free shipping label to help return the failed product before a replacement can be provided to the customer.
  
  If ***************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB,I purchased a NAS system to backup my computers. I purchased a MyCloudEXT Ultra and TWO 14 TB drives to go into it. It has NOT worked since November 2023. I continue to email/call Western Digital without resolution. Their technician says new units will be mailed but they are never mailed and I am being ghosted. Any assistance in reaching customer service at ********************** would be much appreciated. They have failed me as a customer. I'd like for them to send new hardware or to reimburse me $794.98. (Drives were $434.98 and Shell was $360). If you reach them it is in reference to Incident: 240131-001659.Thanks.Stu Brilliant, MD

  Business response

  03/21/2024

  Thank you for providing the communication for your case ******** for **********************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ** My Cloud EX2 Ultra NAS for replacement. Our case notes indicate we approved a warranty claim for the original device back on December 2023 based on the products model number of: **BVBZ0080JCH-NESN. The customer had claimed the device contained two 14TB internal hard drives although the original device was sold as an 8TB storage device. At the time of the original warranty claim we provided the customer with a replacement unit matching the original model and capacity and in addition provided the customer with two replacement 14TB internal hard drives based on their claims.
  
  Unfortunately, the customer failed to return all the required storage components to complete the original warranty claim from December 2023. In review of the Better Business Bureau complaint, we are proposing the following resolution:
  
  We will issue a new warranty claim to allow the customer to (1) return the missing storage components and allow us to close out the original warranty claim and (2) return the current ** My Cloud EX2 Ultra NAS which house two (x2) 14TB internal hard drives. Upon physical inspection and verification for Western Digital product authenticity we will provide the customer with a new replacement storage device as an exception to the ** product standard warranty policy. If customer agrees to these terms ** support center will contact the customer with a new (RMA) return materials authorization number.
  
  

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I'd like to speak with them if possible to find a way of expediting their request so we both can get prompt resolution. 

  
  Sincerely,
  
  **********************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a complaint against WD (Western Digital) regarding Order #**********. Despite being assured by a WD representative that placing the order would result in a refund in price different from their previous promotion within 1-2 business days, I received a recent response denying the refund due to an alleged discrepancy with an old bundle offer.This contradiction has caused significant inconvenience, and I feel misled by the conflicting information provided and lured into purchasing under pretenses. Despite my attempts to resolve the matter, the issue remains unresolved, prompting me to escalate my concerns.I have attached relevant communication and reference numbers to illustrate the discrepancy. Given the circumstances, I request a thorough investigation and resolution from the management team.I appreciate your prompt attention to this matter.Sincerely,

  Business response

  03/07/2024

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. The complaint is under internal investigation to determine any errors in product pricing. We ask for the customers patience and understanding as we review their case.
  
  

  Customer response

  03/08/2024

   
  Complaint: 21355435
  
  I am rejecting this response because: After careful consideration of WD's response, I find that the provided message does not offer a concrete resolution or a clear path forward for addressing my concerns. While I acknowledge WD's commitment to investigating the matter internally, the lack of a definitive solution or clarification within their response leaves me uncertain about the timeline and potential outcomes of this investigation. Given the circumstances, I kindly request that the case remains open to allow sufficient time for Western Digital to complete their internal investigation and provide a comprehensive resolution
  
  Sincerely,
  
  *************************

  Business response

  03/22/2024

  The screenshot the customer provided was not the correct bundle price at the time of their purchase. What the customer paid for in the ** online store order number: ********** was the correct price. The screenshot could have been from a previous bundle discount which at the time of their purchase was no longer valid or available. As a one-time accommodation and for customer satisfaction we initiated a refund for their order to help resolve this BBB complaint.
  
  However, please make sure the customer understands that prices change all the time on our website based on current market values, and the price they paid for their order was the correct price and this is a one-time accommodation.
  
  

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought this third WD external hard disk, a passport version, on May 28, 2022, after two WD Elements hard disks crashed with no recovered data. After this, one also crashed, and since it was also under warranty till June 27, ****, I contacted WD about it. They advised me to try to get data retrieved from one of their partner companies. ***********, their partner data retrieval company, was unsuccessful in retrieving any information from it. I exchanged several emails back and forth with no or delayed responses from both. Finally, a senior agent from WD assured me she would send me a replacement device and asked me to confirm the shipping address, which I already provided in all my email exchanges. Even after giving the shipping address and a letter from *********** on their letterhead documenting that no data could be retrieved, WD has not offered me a replacement unit. I noticed this is a common complaint about this company by other customers on the Amazon.com website and with the BBB. I find it outrageous that companies like this are allowed to operate with impunity despite so many customers complaining about their abuse and blatantly deceptive practices.

  Business response

  02/16/2024

  Thank you for providing the communication for your case ******** for *****************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  We apologize for the delay and inconvenience caused to the customer as we work to resolve their warranty claim. A replacement WD will be sourced and scheduled for shipping next week between Tuesday, February *****, ****, due to the Monday being a holiday. Customer will receive an automated email with a warranty claim number and tracing information once the product has been shipped out.
  
  If ***************************** wishes to obtain an update on the status, customer can contact us directly by calling WD Support at ************** on or after Tuesday, February 20, ****
  
  

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I did not receive an email as stated by the business: "Customer will receive an automated email with a warranty claim number and tracing information once the product has been shipped out." They only notified me via emails on 2.16.24 that an RMA was issued and approved. The replacement unit was delivered by *** ground outside our front door on 2.24.2024.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 14, 2022, I purchased an external hard drive from Western Digital, order #***-7814439-0315409, for $127.72. The drive that I purchased was always stored in the exact same place to avoid any accidental injury to the drive. The drive I purchased was 100% operational and functioning in the morning and then two hours later, the drive was no longer being recognized by my computer. I tried several other devices and it was still unreadable. I had ************** attempt to recover it. The price to retreive my files was $2,500.00. Data Tech's words, our engineers evaluation discovered internal mechanical failure of the drive. The read/write mechanisms are not engaging properly, and seem to have caused some damage to the core programming of the drive itself. Plus, there was damage to the platters of the drive, which may make retrieving all files impossible. This price was absurd considering this drive failed due to a mechanical failure of the drive and in no way caused by me due to any sort of trauma. It is only right that your company incur this cost as the damage was absolutely not my fault. And listed in your explanation you state that there is a three-year limited warranty that came with the drive. This limited warranty is to repair dysfunctional parts that you sold me. I have purchased many ex ternal drives in the past and have never had any issues. Furthermore, there is NO warning label listed on the drive indicating that anyone who purchases the drive MUST make a duplicate copy just in case the original drive fails due to mechanical failure. Had I read some sort of warning, I would have absolutely taken further measures to duplicate what I stored on the drive. I absolutely maintain that my drive did not fail because of something I did to it. I look forward to hearing a response from you soon regarding this complaint and reparation to gain access to recover what files I can.

  Business response

  02/15/2024

  Thank you for providing the communication for your case ******** for *********************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer purchased a WD storage device back in September of 2022 and the storage device failed two hours later. Our records shows that the customer first contacted WD support on Wednesday, January 10, 2024 regarding the failed product. Reviewing the customers support case, WD identified the product as a My Passport 5TB external portable hard drive which contains moving parts and could fail sometime in its life span. WD does not perform or offer data recovery attempt service or is liable for data loss in the event of a product failure. Please refer to our warranty services page for full details.
  
  WD ******** Services: **********************************************************************
  
  It is important that customers practice backup techniques like the 3-2-1 backup strategy to help prevent data loss. Our case notes show that we offered to help replace the product under warranty, but the customer declined.
  
  If ********************* wishes to discuss this further and obtain a warranty claim for a replacement product, customer can contact us directly by calling WD Support at **************
  
  

  Customer response

  02/16/2024

   
  Complaint: 21216744
  
  I am rejecting this response because:  you did not ready complaint correctly I NEVER SAID IT FAILED TWO DAYS LATER. There is no warning on the device telling me that I HAVE to make copies of anything.  NO WARNING telling me this.  I will go to small claims court because your mechanisms BROKE and somehow that's my fault??? I have my life on that drive and I cannot access anything. Your parts broke and that was not due to anything I did.  I have all of my kids photos on it.  As well, your failed mechanisms caused the damage.  And without a warning or acknowledgement or informed consent telling me what could happen YOU ARE AT FAULT.  You need to send me to someone to recover that drive paid for by you because the damage was no fault of mine.  NOT MY FAULT.  I will continue to pursue this matter.  You need to stand by your product and recover my drive.  There WAS NO WARNING telling me to NOT trust your product because if there was, I would have never.purchased it.  You sold me a product that failed and you must honor what you sold me.  Where is the informed consent that I AGREED that if it failed it would be my responsibility to pay for any problems.

  
  Sincerely,
  
  *********************

  Business response

  03/01/2024

  As stated in our original response, the identified product which contains moving parts could fail sometime in its life span and for that WD offers a product warranty which allows a customer to obtain a replacement under the original products limited warranty period. The products limited warranty policy does not apply to personal content stored on the storage device. It is important that the customer perform proper data management and backup techniques to help protect against potential data loss in the event of a product failure.
  
  WD does not perform or offer data recovery attempt service or is liable for data loss in the event of a product failure. We have offered to help replace the failed product under warranty, but the customer has declined to activate the products limited warranty period to obtain a replacement product.
  
  We ask that the customer contact our support center so that we can help find a solution to their complaint.
  
  

  Customer response

  03/01/2024

   
  Complaint: 21216744
  
  I am rejecting this response because:the only reason I cannot access my information is because your parts failed, causing it to be damaged requiring me to have to pay a whopping $2500 to retrieve my information.  The only accepted action I will accept is for Western Digital to PAY for me to gain access to my information.  There WAS NO warning label on the drive telling me to make a copy of a copy.  A two year warranty is what you state and there was NO EXCEPT access to your information.  You did not afford me the option to be informed and therefore YOU need to pay someone to get access.   As stated, I will pursue this matter further because I NEED MY information retrieved.

   

  
  Sincerely,
  
  *********************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Western Digital My Passport 5 TB HDD External Hard Drive from Best Buy on 03/27/2023. On 01/19/2024, I received a message via my hard drive health monitoring software, DriveDx, stating that one of the sectors on the drive had begun to fail. Being that this drive at this point is less than one year old, I reached out to Western Digital to use their manufacturer's warranty in order to receive a replacement drive. After running similar scans with their proprietary software yielding the same results, I was given two replacement options. I could either choose to send my drive back, and then receive the new drive, or pay $25 to keep my current drive until I got the new drive to transfer the data from the old drive to the new drive, and then sending back them the old drive afterwards. In both cases, I'd be forced to spend shipping money, whether it be a label purchased through Western Digital or by another carrier of my choice. Being that the sole reason why I bought a hard drive was to back up data, I and many others in my situation would not likely have the disk storage space to perform such a backup for option 1 (5TB is a lot of memory after all), so the only option I have is the second option. Since this is a clear manufacturer's defect, it is extortion for Western Digital to demand I pay $25 for the *** label, and an additional charge for shipping. I was offered to be refunded after paying the $25 charge, but nothing was mentioned for shipping, and I personally don't feel I should have to ever be billed for it, even with promises of a refund happening. I dealt with this company for a different replacement drive in 03/2023, and this was never part of the process, and shouldn't be now. I had also filed a BBB report then because they took 3 or 4 months to ship me a replacement product, citing supply issues, even though stores were stocking their product perfectly fine. In short, I expect to pay nothing for the replacement and have the Advance *** label ASAP.

  Business response

  02/12/2024

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their My Passport 5TB external hard drive for replacement. WD support team will contact the customer to provide further assistance with their warranty claim request. We apologize for the inconvenienced caused to the customer as we work to help resolve their complaint.
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have several Western Digital (my passport) drives that have recently failed without any reason. I contacted WD on December 24, 2023 and asked for help with technical product support. We have emailed WD more than 15 times regarding this matter. They continue to ask for the same information each time and have offered no other help or assistance. We are very frustrated that WD does not appear to take customer complaints seriously. Their product support seems totally non existent and we have now lost confidence in Western Digital products. We no longer recommend Western Digital products as a result of this matter and due to their total lack of product support.

  Business response

  02/16/2024

  Thank you for providing the communication for your case ******** for *****************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  Customer first contact WD support on Friday, December 22, 2023 but had only provided us with an email address. WD support had requested their direct contact include first and last name which customer never provided. Considering the ******************** complaint, we now have a direct method of contact for the customer and will schedule a call back with a WD senior support representative to provide help and answer any technical questions.
  
  

  Customer response

  02/21/2024

   
  Complaint: 21179301
  
  I am rejecting this response because: Your email does not contain correct information. Your response indicated that you require: "my first and last name which customer never provided". Please note that this information has been provided to you, in all of our emails (more than 20) during the past 8 weeks. We have asked WD many times for assistance and product support - only to be informed that our Western Digital hard drives must be defective and need to be replaced. We have asked to escalate this matter, however no further assistance was ever provided. Due to such poor product support, we are in the process of replacing our hard drives with products from a more reliable manufacturer. Our best contact is still the email address that you have on file.

  Sincerely,

  *****************************

  Business response

  03/01/2024

  Our case notes show that we have made several attempts to provide technical help and to speak with the customer over the phone to better understand the situation, but customer is not cooperating with our higher-level technical support representative, so we have closed this matter on our end.
  
  If the customer wishes to receive technical support from a high-level representative, we ask that they provide us with a date and time to arrange a phone call to better understand the technical issues and help provide a solution. We apologize for any inconvenience.

   

  Customer response

  03/05/2024

   
  Complaint: 21179301
  
  I am rejecting this response because:
  

  We have made every effort to resolve this matter with Western Digital by telephone, however due to poor quality phone lines, (echo, distortion, and other issues,) we requested that W.D. provide us with email support regarding this matter. WD has subsequently informed us that all of our hard drives are defective and need to be replaced. We have lost all confidence in WD due to such poor product support. We are now in the process of disposing of all of our WD drives and replacing them with products from a more reliable manufacturer.
  

   

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the service I have received in relation to my recent request for replacement of two drives under RMA number 0065489728.Despite multiple calls to WD customer support seeking follow-**** I have encountered various excuses without a resolution to my issue. The drives in question have been rarely used, yet WD has insisted that they have been altered and, as a result, refused to provide replacements.I find it highly concerning that WD is making assumptions about the alteration of the drives without providing any concrete information to support their claim. This lack of transparency raises questions about the validity of their assessment. I feel like they have robbed me out of my money and drives from me sending a $300 SSD and a $120 external drive to getting nothing back and being told that I am not allowed to have my drives back. I have formally requested information on how WD believes the drives have been altered, but unfortunately, my requests have been met with refusal. This lack of cooperation is both frustrating and unacceptable.Considering the circumstances, I am left with no choice but to request either the return of my original drives or their replacement. I believe that as a customer, I am *********** a clear explanation and resolution to this matter.I urge WD to reconsider its stance on this issue and provide the necessary information or proceed with the replacement of the drives without further delay.

  Business response

  02/16/2024

  Thank you for providing the communication for your case ******** for *****************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their WD internal and external storage products for replacement. Our case notes indicate we approved an RMA for the products. We sent an approval email to ***************************** using the email on record. We provided instructions on how to return the products to facilitate the warranty claim. Upon inspection of the products returned under customers warranty claim, it was determined that the products may have been altered and are not eligible for replacement under products limited warranty policy. Western Digital proprietary technology utilized to verify WD products authenticity was used on the return products and unfortunately both failed the identification process and were deemed as Altered Products and not eligible for replacement under warranty.
  
  Under the products limited warranty policy, we cannot return the products to customer. There is no warranty associated to these products and service will not be rendered. We apologize for the inconvenience regarding this matter.
  
  If ***************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this company robbed me strait out they took my 2 drives sent me one back and a thumb drive i sent them back the thumb drive and i went off on them they owe me 3 drives 2 from Febuary of last year and i think they have access to my emails because the emails they were sending were diapering out of my g mail account. Im going to and half my phone 1 1/2 years ago someone took all my phone numbers off my ******* cell phone and ever since they have been in all my information I have 10 copys of windows 10 pro and all new computers I cant use not one of them you have a ********* case of min someone is going into my inboxes and deleting my mail. *** asked for help from people now im just being spiteful. What is happing is spite work because my western digital account someone sent me someone elses RMA they deleted **** to get out of sending my drives to me this is money we are talking about and they are robbing me and nothing is being done about it I want my drives they owe me now this is an ***************** I thought they were in ind ea so far in that neighborhood 4 company's robbed me strait out the ****************. They have problems with the drives and they are steeling. Also my ********* claim with you i never received a response Back. Im still actively looking for a Civil and Constitutional attorney because spectrum is not doing a thing either. What Happened to America and the people ***************************************************************************************************************************************************************************************************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I keep getting the big run around on receiving my refund by saying there's a computer issue please allow us additional two. It's passed 10 business days I already return both product three weeks ago.Order#********** Return#********* 1ZE953609092831708

  Business response

  01/11/2024

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer is inquiring about a refund for their purchase of a SanDisk Extreme Pro microSD 1TB. Our case notes indicate that a refund was initiated on Wednesday, January 10, **** for order number: **********. After review of the customers purchasing history, we found other orders that raised concerns surrounding the need for a refund which in turn raised a red flag for fraud protection in our eCommerce system and the customer experiencing delays with their request.
  
  Refunds can ***********-10 business days before it appears on the customers side depending on the customers financial institution.
  
  

  Customer response

  01/11/2024

   

  Everytime I called I get different  excuses for the delay of my refund. It's something wrong with the website, the warehouse is disheveled. I just want my money back. I waited 3 weeks and I promised not to order from your again.

   
  Complaint: 21115530
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  01/22/2024

  As stated in our original response. A refund was initiated on Wednesday, January 10, **** for order number: **********. Refunds can ***********-10 business days before it appears on the customers side depending on the customers financial institution. This case is now closed from WD side as we have initiated the required online store refund.

  Customer response

  01/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and I will not order from this organization again. They didn't never notated my avcount that the item was received. 
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩