ComplaintsforWestern Digital Corporation

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a hard drive from Western Digital, directly from their website in April 2021. https://shop.westerndigital.com/products/portable-drives/wd-my-passport-for-mac-usb-3-0-hdd#WDBA2D0020BBL-WESN This product specifically says on the product specifications that the "Included WD Discovery� software lets you connect to popular social media and cloud storage services like Facebook, Dropbox and Google Drive�." I purchased the product for my business so that I could connect to my Google Drive and save my business files. When I have tried to connect to Google Drive, there is an error and it does not work. Over the last 6 months, I have contacted Western Digital 5 times to get a resolution. Most recently, I was told the issue would be resolved in 2-3 days and if it wasn't, I could get a refund. It was not resolved, and they will still not provide me with a refund. I just want my money back. The device does not work the way it says it is going to, and I wasted my money on this product.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/05) */ 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 My Passport 2TB for Mac in April 2021 and wanted to return it for a refund. Our case notes indicate customer was outside of the 30-day return policy of the WD Online Store when she contacted us on Friday, October 8, 2021. We explained they are 6-months outside of the return policy and offered to replace the product with a different model for customer satisfaction, but customer declined the offer. As a manufacturer we are not setup to provide refunds outside of the WD Online Store return policy. We can replace the product under its WD limited warranty which is a one for one replacement or as a one-time exception to our warranty policy we can exchange it for a different model of equal or similar price. If ******* ***** wishes to discuss this further, customer can contact us directly by calling WD Support at ************** or can email me at *********************** Consumer Response /* (3000, 7, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to multiple customer service representatives at Western Digital and was told that my issue would be resolved in 3-4 business days, and that if it was NOT resolved, I could be offered a refund. I never received responses after 3-4 business days and had to reach out multiple times. The only reason I have heard back from them now is because I filed this BBB complaint against them. I specifically purchased this product (https://www.westerndigital.com/products/portable-drives/wd-my-passport-for-mac-usb-3-0-hdd#WDBA2D0020BBL-WESN) for this functionality, listed on their website: "Included WD DiscoveryTM software1 lets you connect to popular social media and cloud storage services like Facebook, Dropbox and Google DriveTM." This functionality does NOT work. They have been telling me for MONTHS that it was going to get fixed, and it has not. I do not want to replace the product with another product that DOES NOT WORK for what I need it for. This company has been an absolute disaster to work with, I would like a refund, and I never want to purchase something from them ever again. I have never submitted a BBB complaint in my life before this incident. Thank you. Business Response /* (4000, 9, 2021/11/10) */ As a manufacturer we are not setup to provide refunds outside of the WD Online Store return policy. We explained to the customer that they are 6-months outside of the Online Store return policy and offered to replace the product with a different model for customer satisfaction, but customer declined the offer. The customer is experiencing an error with the WD backup application and our software team is actively working on the problem and expect to have a software update soon that resolves the error. We have asked the customer for their patience and understanding as we work to resolve the software issue. We apologize for the inconvenience regarding this matter. Consumer Response /* (4200, 11, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted this issue on October 8th and was told the issue would be resolved in 2-3 business days, and if not resolved, they would provide me with a refund. The issue was never resolved, and after reaching out multiple times asking for an update, no one responded to me until I submitted a complaint with the BBB. On October 21, I spoke with a representative named Mark and here is our conversation: 09:15:27 AMMark R: I understand ******* but this is a technical support contact center and these type of requests are handle by the other team which doesn't have a direct contact number 09:15:48 AM******* *****: So someone is going to contact me in 24 hours to return my device? 09:15:57 AMMark R: Tech team will review it and forward it to the necessary team 09:16:08 AMMark R: "So someone is going to contact me in 24 hours to return my device?" - Thats right Now, they are claiming that they did not know of the issue and they have their software team working on the issue, and to have patience. It has been well over a month since the first time I was told the issue would be resolved and that someone would contact me to return my device. I never received a contact in 24 hours, the issue is still not resolved, and I basically have a brick of a device. I have no interest in receiving a different product from this company because it does not do the one thing that I purchased it to do - which it was advertised that it could do. It literally still says on their website that the product has this Google Drive functionality, and it does not - clearly false advertising. The product does not do what it is advertised as doing. I was never contacted regarding a resolution to the problem until I submitted a BBB complaint. I was told the issue would be resolved in 2-3 days over a month ago. The issue is still not resolved. I was told I would receive a refund if the issue was not resolved. It has been over a month since I was told I would receive a refund, and the company refuses to provide a refund. The company's proposed resolution of sending me a new product doesn't address the issue - the Google Drive functionality does not work on the device I have, and there are no other devices that are compatible with my computer that this functionality will magically work on. I just want my money back. I am happy to send the device back. Business Response /* (4000, 13, 2021/11/19) */ We have been in direct communication with the customer and based on the timeline for software update, we have provided an alternative solution which they have agreed to. Once again, we thank the customer for their patience and understanding as we help resolve this matter.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchase Date: April 13, 2021 Net Total Pre-Tax: ********* --- Western Digital / SanDisk Home Server MyCloud does not work as intended. Western Digital / SanDisk Home Server MyCloud advertising does not include disclaimers. Western Digital / SanDisk Home Server MyCloud technical authority support is exploitative and dismissive. --- I am a federally approved nonprofit 501c3 arts & humanities charity organization *********************************************** needing to transfer very large audio-video files from hard memory disks to the hard drive server. But the files drop about 40+ minutes into the transfer, causing many to wait on me. WD/SD products fail to operate as expected and the company refuses to do anything other than replace the drive, which would not help the situation. Shut It Down! --- ********************* MyCloud (Western Digital / San Disk): Setup Case Number: ***************************************************************************************

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/11/01) */ Thank you for providing the communication for your case *******************, 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 owns a My Cloud PR4100. Our case notes indicate that the customer was trying to use the product in a way that is unsupported by the product. The customer is currently working with WD Support to troubleshoot the reported file transfer issue. We have approved an RMA for the customer to return the product and receive a replacement under warranty. We sent an approval email to ******** using the email on record. We provided instructions on how to return the product and a UPS shipping label to facilitate the return. It is important to note, customer has been unprofessional towards our agents on multiple occasions. We will continue to provide assistance, but if such behavior continues, our policy is to discontinue support. If ******** wishes to discuss this further, customer can contact us directly by calling WD Support at ************** or can email me at ***********************

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a NAS Device and added 4 WD 6TB Drives. One of the drives failed and we opened a request for RMA from WD on 03-Sep-2021 I have been lied to by WD On several occasions about the fulfilment of this request. IT took Western Digital over three weeks to update their processing of the drive after we shipped it too them. We Shipped the device over night. After having to fight them just to update the drive, we have still not received a replacement drive over 70 days later. I have been told several times that they would ship one 2 to 3 days and I was told they would shipping a drive twice the size. I have still never received the drive or its replacement. The RMA *************************************

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/10/28) */ 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 Red Pro NAS drive for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to ****** ***** using the email on record and provided shipping instructions. The defective drive was received on 9/8/21, however due to no product availability for the specific model, the replacement has not yet shipped. WD support will contact the customer to provide further assistance to help resolve their warranty claim. We apologize for the delay and inconvenience caused to the customer regarding this matter. If ****** ***** wishes to discuss this further, customer can contact us directly by calling WD Support at ************************************************@wdc.com. Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their Response Indicated that they would open a request for RTMB to return the drive and yet we have had a open request. I also saw they opened another request but they have not processed a single return or provided shipping for the drive they said. Also, we have been provided a false shipping tracking and it has never been shipped. They said they would do an ARMA and yet that advanced drive still has not shipped. After calling and chatting with WD multiple times and each time the promise something else and they have yet to meet a single promise. Business Response /* (4000, 9, 2021/11/12) */ According to our records, the replacement has shipped as of 11/5/21 and is expected to arrive with the customer on 11/17/21. WD Support will reach out to the customer to provide tracking information and offer further assistance if needed. We thank the customer for their patience and understanding as we work to resolve this matter.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an online WD account through which I've ordered products. I want to update my email address from [email protected] to [email protected] in this WD account's profile at https://shop.westerndigital.com/store/my-account/profile, to include the login ID, for this WD account. The website would not let me update either my email address or my login ID online. I then opened a support request to get this done on 28 Sept 2021. So far, all I've received are automated responses and a WD support account created for this support request at https://support-en.wd.com/app/utils/login_form that now also uses [email protected] as its email address and login ID, and won't let me update either.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/10/26) */ Thank you for providing the communication for your case ****** for **** ******, Western Digital Corporation 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 will reach out directly to the customer to provide assistance with their product. Consumer Response /* (3000, 7, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yesterday, I received a response from Mr. ***** ******* at Western Digital that stated: "Unfortunately the login ID/Name can not be changed as with most online accounts it is used as a unique identifier for the customer" which suggests that my current accounts at Western Digital will continue to exist after I no longer have the [email protected] email address, and will be able to be accessed by anyone who claims that email address after I no longer have it. A satisfactory resolution would be for Western Digital to move the contents of my existing accounts over to new accounts that I create using my new [email protected] email address, and then permanently delete the old accounts under [email protected]. However, I get the impression that Mr. ******* doesn't want to do that. Business Response /* (4000, 9, 2021/11/05) */ Due to account privacy rules, we are not able to transfer information from one account to another. If **** ****** wishes to have their prior account disabled/removed to prevent future access they will need to provide a written request from their prior email account so we can have it disabled/removed from the system. Consumer Response /* (4200, 11, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent an email from [email protected] to Mr. ***** ******* to have both the main and support accounts under [email protected] deleted. I also logged in to the support account and posted the same message in the support ticket to have both those accounts deleted. Please delete both those accounts and send confirmation of that having been done to [email protected] Business Response /* (4000, 13, 2021/11/12) */ We have received the customers written request to remove his account information related to "[email protected]" and have responded acknowledging the request. Customer will receive further instructions from our privacy team to have the account information removed from WD systems.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a new Western Digital MyCloudEX2 several months ago. It is an external drive with its own enclosure. The internal fan of the enclosure failed 4 months ago. WD provided a new enclosure two weeks later. That enclosure fan has now failed as well. I submit that this is not a coincidence, and Western Digital is ignoring the problem. I would strongly recommend not doing business with this company!!!

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/10/26) */ 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 ask that the customer contact our support team for assistance. The case number ****** indicates the customer wanted to return their My Cloud EX2 for replacement. Our case notes indicate we last helped on Wednesday, April 7, 2021 and customer has not contacted us since then. We ask that the customer contact our support center for help with their WD product. Once we determine the cause of failure and validate the products warranty period, we can try and help with a replacement product. If ******* ******* wishes to discuss this further, customer can contact us directly by calling WD Support at*************** Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They acknowledge that they replaced the product in April of THIS YEAR. Yet the replacement they provided has failed in less than 6 months. Their response to you makes no mention of this. Further, they "Customer Support" phone number has biblical wait times to speak to someone. After 45 minutes of waiting, I was connected to a human and IMMEDIATELY disconnected. This is completely unsatisfactory. Business Response /* (4000, 9, 2021/11/05) */ WD support will reach out directly to the customer to gather product information for warranty verification. Will work with the customer to address their concerns to resolve the complaint.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/18/2021 I placed an order with Western Digital. On 9/21/2021 my item was shipped from *******, *** During the shipping process *** updated the tracking (******************) to "A late *** trailer arrival has delayed delivery." This status stayed put until 10/05/2021 when Western Digital filed a claim with ***. Before Western Digital filed a claim I contacted their customer support number on 9/30/2021 telling them I'd like to cancel my order. They proceeded to tell me on the phone no problem and I'll have my money in 3-4 days. To this date (10/07/2021) I still have not received my money. I have now been put on a customer support ticket that is giving me basic script responses about making me wait for their claim. They fail to understand that I do not want a claim for their lost product. I have requested a refund for my order but it falls on deaf ears.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2021/10/22) */ 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 placed an order for a WD Blue 2TB PC hard drive that was not delivered. Our case notes indicate we submitted a claim with the carrier on Tuesday, October 5, 2021. The carrier takes 8-10 business days before they can confirm the package is lost in transit. We initiated a refund on Thursday, October 14, 2021 for the customers purchase order. Refunds can take a few days to reflect in the customer's account depending on the customers financial institution. We apologize for the inconvenience. If ************ wishes to discuss this further, customer can contact us directly by calling WD Support at ************** or can email me at **********************

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 4, 2021 I purchased a WD My Passport Ultra for Mac SSD external HD. Total cost was $109.16. On 7/23/21 I submitted an incident claim form to WD to obtain warranty service for a failed product not working. On 7/27/21 I received a RMA # ******** from the company.. I returned the device on 7/27/21 at 10:28 am via UPS 2nd Day Air, tracking #******************. Device was received by WD on 7/29/21 @ 12:43 pm by Ayon. From that point until now I have corresponded with WD regarding the status of my claim numerous times. Emails attached. On 8/29/21 WD stated my device was shipped to me on RMA #********. On 10/5/21 they claim they needed additional information.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/20) */ 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 Ultra for Mac for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to **** ****** using the email on record and they shipped their defective drive back to us following the instructions provided. We have reached out to the customer directly to offer a solution, which the customer has accepted. We are working to get their replacement shipped out as soon as possible. We apologize for the delay and inconvenience caused to the customer regarding this matter. If **** ****** wishes to discuss this further, customer can contact us directly by calling WD Support at ************** or can email me at [email protected]. Consumer Response /* (3000, 7, 2021/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today October 29th, the device has not been shipped. I am not satisfied with this resolution. Consumer Response /* (3000, 9, 2021/10/29) */ The device has not shipped. According to my customer service rep she indicated that the transfer of inventory needed to get your unit to the correct warehouse is still being processed. I will reply to the complaint as not resolved to my satisfaction. **** Business Response /* (4000, 12, 2021/11/01) */ We have been in communication with the customer and have provided a resolution which they have accepted. The replacement product has been scheduled to ship to the customer today, 11/1/21, and we expect it to arrive soon. In addition, we have provided the customer with the tracking number that should update once the carrier marks the package for transit. Once again, we thank the customer for their patience and understanding in this matter. Consumer Response /* (3000, 14, 2021/11/02) */ The device has not shipped. According to my customer service rep she indicated that the transfer of inventory needed to get your unit to the correct warehouse is still being processed. I will reply to the complaint as not resolved to my satisfaction. **** Consumer Response /* (3000, 16, 2021/11/01) */ A UPS shipping label has been created. The product will ship today! Delivery date will be known tomorrow. Thank you for your assistance I consider the complaint resolved. Business Response /* (4000, 18, 2021/11/11) */ We have been in communication with the customer to help resolve this matter. Based on the tracking number and our correspondence with the customer, a replacement was confirmed as received by the customer on 11/9/21. Customer has not reported any further concerns regarding this matter and the case is now resolved and closed with the customer. Consumer Response /* (2000, 20, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased ********** from Western Digital. Upon receipt I realized error on data retention size was 500MB and should have been 1TB. I promptly contacted company upon receipt to work on a return. Company allows for a 30 day return period, no questions asked or so their website depicts. I've contacted company several times asking for a return and they continually just open up tickets within their company and nothing further transpires. Purchase was done on 8/31 for $****** inclusive of shipping and tax. Company continues to apologize for delays and keeps opening up tickets for the return with no further follow up. Item is still unused and new in unopened packaging ready for return.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2021/10/20) */ 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 ******************************************* and wanted to return it. Our case notes indicate we approved a return authorization for the product. We sent an approval email to ************* using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. Customer contacted us on Thursday, October 14, 2021 to inform us the product had been dropped off at the local carrier facility. The refund will be initiated once the product is processed at our facility. We apologize for the inconvenience caused to the customer regarding this matter. If ************* wishes to discuss this further, customer can contact us directly by calling WD Support at********************************************************* Consumer Response /* (2000, 7, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund finally received today 10/21/21

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an offer to get my WD drive replaced with a new one at 40% discount, which I availed. Shipped my device back which was confirmed received (see attached proof). I have been continually trying to use my 40% off coupon which consistently fails. I have escalated this on a regular basis and multiple email copies are attached but the issue still stands unresolved. WD has taken away my only backup driving putting me at risk. They have failed to honor the coupon and this entire ordeal has been nothing but frustrating and time consuming for me. In the meantime the price of the **************** has gone up by as well and the last agent I spoke with mentioned that he can't do anything about honoring the sale price. I also received a 10% coupon for setting up an account with WD and not able to use that either. Needless to say I am disappointed with this this whole transaction and relationship with Western Digital. I just need my replacement shipped to me and the coupons honored.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2021/10/20) */ 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 wanted to participate in the ***************************** to receive a discount coupon to purchase a NAS storage solution. Please note that the trade-in coupon cannot be combined, used in conjunction with, or used in addition to any other promotion or offer. Our case notes indicate we approved an RMA for their legacy ************ product, and provided the discount coupon code to the customer. We contacted the customer on 10/12/21 via the email on record to try to assist, but did not receive any response. WD support will contact the customer again to provide further assistance. We apologize for the delay and inconvenience caused to the customer regarding this matter. If ************** wishes to discuss this further, customer can contact us directly by calling WD Support at *********************************************************

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Western Digital charged me for an "Expedited RMA Shipping" process to replace a defective 6TB hard drive less than 60 days old. The RMA process was to be started on 9/09/2021 by *******. but wasn't completed by her and was processed by me on 9/10/2021 with a 24 to 48 hours timeframe for the drive to be shipped out. It is not 10/4/2021, and after 3 weeks of being told the drive would ship in "24 to 48 hours" I was just told again, TODAY it will be another 24 to 48 hours before I can receive an update from UPS for tracking purposes. UPS shows a "Label" created for the shipment, but that doesn't mean anything. I used to work for a large company that shipped thousands of packages each week and we created "Labels" all the time. UPS didn't charge us until that label was scanned and put on a truck for delivery. My chief complaint is, CS is useless when you call to get an update and I've been charged for something that hasn't happened. You can't speak to anyone at corporate either.

  Business response

  08/11/2022

  Consumer Response /* (2000, 5, 2021/10/05) */ Dear **********, Thank you for your response to my complaint. While this company definitely has more to do to resolve these issues on their end, an executive with the firm contacted me late yesterday and today and has resolved my issue. Therefore, you may rescind and further action on my behalf. 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. ↩