ComplaintsforWestern Digital Corporation

• Initial Complaint

  09/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On September 6th, 2021, I purchased, with an Amazon.com gift certificate from my employer, a Western Digital 2TB My Passport SSD External Portable Solid State Drive, in the color Gray (*************). This purchase was directly from Amazon.com and not a third party/Marketplace vendor. As others have stated in Amazon.com reviews, Western Digital has refused to register my drive for warranty. I have been dealing with Western Digital support for three weeks with no resolution or explanation as to why my product cannot be registered. At this point there is obviously something going on with Western Digital's support of these drives. Their lack of transparency seems fraudulent. If there is something wrong with these drives and Western Digital does not wish to support them, then recall them. If Amazon is selling counterfeit products then Western Digital needs to solve this issue with Amazon and the products need to be pulled from stock.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2021/10/14) */ 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 register their WD My Passport 2TB SSD external drive for warranty. Our case notes indicate we experienced technical issues when attempting to register the customers product and the issue had to be escalated internally to be resolved. The customers product was successfully registered on Wednesday, October 6, 2021 however customer notified us on Wednesday, October 13, 2021 that the product had been returned to the point of purchase. We apologize for the delay regarding this matter. Consumer Response /* (2000, 7, 2021/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Western Digital 14TB hard drive from Best Buy WDBAMA0140HBK-NESN to use for data storage for 4K video files on May 9th 2021. Typically I trust WD drives and have not had a bad drive from them before. However, when I opened to use this drive in August it was DOA. Windows would see the drive, but could not access it under any software. This is not ideal, but it'll be okay just send it in for warranty WD will take care of things. RMA ******** was filed 08/21, sent the same day, and WD received the hard drive on 08/26. On 09/27 (7 days after the RMA expiration e-mail photo provided) I receive an e-mail explaining that the drive is not under warranty due to tampering or being altered. This drive was brand new and not altered in any shape or form when purchased. The package was still sealed when it arrived from Best Buy and appeared brand new covered under 2-yr warranty. It seems that Western Digital is scamming consumers and I am highly disappointed as an avid WD user.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/14) */ 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 Easystore 14TB external hard 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. We provided instructions on how to return the product to fulfill the warranty claim. When we received the product, we found it appeared to have been tamper. Our policy is not to replace products that have been open or have physical damage as that is outside of our warranty. The device should have been return to the customer upon rejection. We will reach out to the customer to address their concerns. If **** ***** wishes to discuss this further, customer can contact us directly by calling WD Support at 1************2 or can email me at [email protected]. Consumer Response /* (3000, 7, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product was purchased brand new from a retailer and when plugged into the computer did not work right away. The product was brand new, and not tampered with in any way nor damaged when sent to Western Digital for RMA. This is unacceptable to sell a new product non-working to a consumer and then blame a customer for damages which never occurred. If it was damaged in shipping I paid for a shipping label from Western Digital, and the company should file for a damaged in shipping claim. If you have a product shortage just say so instead of purposefully damaging an already non-working product just so that it doesn't need to be replaced. Business Response /* (4000, 11, 2021/11/03) */ Customer was contacted on Monday, September 27, 2021 and made aware the product had failed our physical inspection as the product showed to have been tampered. Our policy is not to replace products that have been open or have physical damage as that is outside of our warranty. We contacted the customer on Thursday, October 14, 2021 asking for a copy of the original proof of purchase so we can provide further help but did not receive a response back from the customer.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have bought a WD passport ultra from the western digital store. When I was prompted to select payment method, i selected paypal, it did not went through. Now I attempted it again with the same method, they have charged me twice. I contacted their store to initiate a return but they have not responded yet. It is so frustrating. Will never buy from this company again.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/13) */ 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 two orders for a My Passport Ultra 5TB external hard drive and wants to return one of them for a refund. Our case notes indicate we initiated a return for both orders at the customer's request on Tuesday, September 28, 2021 but the customer has not returned the products for us to initiate a refund for their purchase orders. We have resent the return notifications to the customer so that they can send back the products. Please note we need to receive the original products back before we can initiate a refund. If *********************** wishes to discuss this further, customer can contact us directly by calling WD Support at ****************r can email me at [email protected].

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I mailed a corrupt external hard drive for a warranty replacement **** XXXXXXXX) . The item was received by Western Digital on ***** I have not received a replacement drive, or any information on when my replacement will be sent to me. Multiple attempts to find out specific information from WD only result in the delay tactics from WD. I want my replacement hard drive to fulfill the warranty claim.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2021/10/13) */ 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 Elements 2TB Portable external hard 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. We provided instructions on how to return the product to fulfill the warranty claim. We shipped a replacement product to the customer on Wednesday, September 22, 2021. The replacement product delivered to the customer on Tuesday, October 5, 2021. 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

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I mailed a hard drive part number *************-WESN, and serial number WX82A70F7VNX, to Western Digital for warranty repair or replacement under RMA: ********. I shipped the drive via UPS, tracking ******************. UPS indicates drive was delivered on September 3, 2021 at 12:46pm. On September 13, 2021, I chatted with a Western Digital representative to inquire about the drive, which showed pending return on their website. He said, verbatim, "There was an upgrade maintenance that went on for several days and recently got completed. As a result, things have become pretty disorganized at the warehouse and they are trying to get everything back together. As a result of this, currently WD is not shipping any WD replacements at all." He went on to say that I will be notified whenever it does ship. I cannot wait for this undetermined time of delivery. I demand repair, replacement or full refund immediately.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/10/11) */ 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 2TB Ultra for Mac external hard 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. We provided instructions on how to return the product to fulfill the warranty claim. Unfortunately, the original model is currently out of stock and we have reached out to customer to offer an alternative replacement model. When customer accepts alternative replacement, we will ship it to the customer. We apologize for the delay regarding this matter. If ****** ******** wishes to discuss this further, customer can contact us directly by calling WD Support at ************** or can email me at *************@wdc.com. Consumer Response /* (3000, 12, 2021/11/08) */ This company has contacted me several times and offered a different resolution every time, which I have accepted every time. They have yet to follow through on any of the promises of resolution. At this point, I just want my money back. Business Response /* (4000, 14, 2021/11/12) */ We apologize for the additional delays caused to the customer due to product availability. The customers case is under review to determine the best possible solution and WD support will reach out to the customer to help address their concerns and provide the best solution we can offer at this time.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Sent hard drive back to Western Digital via UPS on approved RMA #XXXXXXXX. Drive was delivered on ******** On the portal, it showed as pending delivery for nearly 2 weeks. As of **** it shows processing. I have emailed and called multiple times. Have had the issue "escalated" with zero response from whoever gets the escalations. I was told that some upgrade resulted in chaos @ a warehouse somewhere. And that there is no ETA on a replacement.

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/10/08) */ 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 4TB internal hard 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. We provided instructions on how to return the product to fulfill the warranty claim. The original model drive is out of stock and have contacted the customer to offer an alternative model as a replacement. Customer accepted the alternative model, and it will be ship to the customer within a few days. 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, 12, 2021/11/03) */ The only way to get WD to replace a HDD under warranty was to file here. If they had simply been up front about the delays instead of "Please kindly allow us 2-3 days to solve this" and never emailing back as they promised. Even when they shipped the drive, they left off my apartment # causing another weeks delay. Business Response /* (4000, 14, 2021/11/12) */ We would like to thank the customer for their patience and understanding regarding this matter. We have taken their feedback into consideration to help improve the overall customer service experience. In addition, the return address provided by customer has been corrected with the carrier and the product is in transit for delivery. Consumer Response /* (2000, 16, 2021/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally received the HDD.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 24 Aug 21 I ordered a wad ultra ex 2 from WDC with a stated delivery dated of 1-2 weeks. To date I still have not received the item and my emails to their support team have gone unanswered. Their web site now states that the item is unavailable but at the time of purchase it showed 1-2 weeks delivery time. It is appalling the lack of follow-up to my support emails, makes one wonder what issues they are hiding.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/10/06) */ 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 the My Cloud EX2 Ultra 8TB NAS storage device on Tuesday, August 24, 2021 as part of the My Book Live Trade-in program and had not received the product. Our case notes indicate the product was shipped to the customer on Monday, September 20, 2021 via UPS and delivered to the customers return address on Wednesday, September 22, 2021 at 2:45 P.M. 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 *************@wdc.com. Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason that I did not accept this response is while they did fulfill the order it took twice the time stated and the communication from the company was good at first but soon turn non-existient. They need to work on customer response and timeliness of information on there purchase site. Decent product but customer service is lacking. Business Response /* (4000, 9, 2021/10/11) */ We appreciate the customers feedback and have taken it into consideration for future improvements to our support. Due to high demand of the My Book Live Trade-in program customers experienced delays due to product availability. We apologize the delay and inconvenience caused to the customer regarding this matter. Consumer Response /* (2000, 11, 2021/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response due to WDC fulfilling the order even though it took twice the time stated and the communication from the company was good at first but soon turn non-existient. They need to work on customer response and timeliness of information on there purchase site. Decent product but customer service is lacking

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a hard drive from western digital to support my living room devices. It never left the room in its short 8 month life and Western Digital will not honor their written warranty and wants me to pay to ship it back to them which is half the cost of the unit. This is a violation of Canadian law and the written verbiage on their own warranty process as they provide free shipping labels to american customers.

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/10/06) */ 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 My Passport 1TB external hard 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. We provided instructions on how to return the product to fulfill the warranty claim. Under the products limited warranty customer is responsible for one-way shipping to our facility and we cover the cost of the replacement product and shipping back to the customers return address. After case evaluation and for customer satisfaction and as a one-time exception to our return policy we have provided the customer with a UPS shipping label the customer can use to return their product under warranty. If **************** wishes to discuss this further, customer can contact us directly by calling WD Support at ************** or can email me at **********************

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i purchased a passport ******** hard drive to securely store important documents. after two day it quit working. i spoke with Wester Digital numerous times and was ultimately told to send it to a third party that they recommended to have the files recovered. they want to charge be between *** and **** dollars for using their device for two days.

  Business response

  10/21/2021

  Business Response /* (1000, 8, 2021/10/04) */ 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 portable external drive from their local retailer. Our case notes indicate the drive appeared to have failed prematurely and customer was instructed to consult with a data recovery professional center for assistance as Western Digital does not perform or provide data recovery service. Customer did not respond to our last email communication from Thursday, September 2, 2021 requesting further information so that the case could be escalated for further review. If *********** wishes to discuss this further, customer can contact us directly by calling WD Support at ************** or can email me at **********************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On **** *** **** I received an email from Western Digital (WD) stating that a Network Attached Storage (NAS) device that I own had a security flaw. The email said to disconnect it from the internet and my network router. On **** ***** ***** I received an email from WD stating that WD was going to do a trade in program for the affected devices since the devices had security flaws that effectively rendered them useless. The trade in program was to upgrade to one of their new devices. ON *** **** **** I received another email with detailed information on the trade in program. This email had a link to a WD website page that had information on the trade in program. On *** *** **** I received confirmation of my registration for the trade in program through a support incident email. On *** *** **** I received detailed information with directions on how to return my device under the trade in program. On ****** **** I received confirmation of my RMA along with a return shipping label.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2021/09/24) */ 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 ********************** complaint, we will reach out directly to the customer to help with their product and address their concerns. Consumer Response /* (-5, 12, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received no communication from the business either directly or through the ***.

*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. ↩