ComplaintsforWestern Digital Corporation

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a defective Western Digital, ******** ***************** Drive. And they refuse to honor warranty, They fought me for weeks about evening getting rma created. The claim "Western Digital run a proprietary process that confirms drive DNA. Unfortunately, we cannot give you further details regarding the issue. " But refuse to tell me any more information. The drive is a Genuine drive, Its a helium Drive, so its welded sealed. Theirs not label damage.

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2021/09/16) */ 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 ********************** complaint, we did locate a case for the customer that is clearly documented. The case number ****** indicates the customer wanted to return their WD Gold 14 TB drive for replacement. Our case notes indicate we approved an RMA for the product. When we received the product, we found it to be a non-WD product. Therefore, we denied the request for replacement. Our policy is not to replace products that have been altered or are non-genuine brand products as that is outside of our warranty. The product was returned to the customer as we were unable to honor the warranty claim. After case evaluation and for customer satisfaction, we have since provided a replacement product with warranty. If ************* wishes to discuss this further, customer can contact us directly by calling WD Support at *********************************************************

• Initial Complaint

  08/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I took part in the WD Mybook Live Trade in offered on their website and got a reply from them on 7/23/2021. I verified with a customer service representative what shipping was covered under the program and they stated "Also, I would like to inform you that you have to pay for the shipping label(one side) from your end and the rest cost is on us." I paid for a UPS shipping label on their website shipped out my drive to them via RMA per their instructions. The RMA was completed on 8/11/2021 but they did not give me my coupon until I followed up with them on 8/14/2021. I then proceeded with ordering the replacement drive and was charged $109 for shipping even though I was told it would be covered by WD. I then proceeded to contact Customer Care via Chat but they said they could not do anything about it. The WD Mybook Live Trade in offer also stated that you could order at an "authorized reseller" but I was told via chat that I couldn't. This is borderline scam.

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/09/13) */ Thank you for providing the communication for your case XXXXXX 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 XXXXXX indicates the customer participated in the My Book Live Trade-In Program to receive a discount coupon to purchase a NAS storage solution. Our case notes indicate we approved an RMA for their legacy My Book Live product. We sent an approval email to ******* *** using the email on record. We provided instructions on how to return their legacy product. We provided the customer with the discount coupon on Saturday, August 14, 2021. Customer tried to place an order for the My Cloud EX2 Ultra 2-bay NAS but gets an additional shipping charge at checkout. We are reviewing the support case and will reach out to the customer to help provide a resolution. If ******* *** wishes to discuss this further, customer can contact us directly by calling WD Support at X-XXX-XXX-XXXX or can email me at *************@wdc.com. Consumer Response /* (3000, 8, 2021/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately due to the time it took from when I shipped in my Mybook Live, the lengthy bbb complaint process and my need for a drive for work and school I have already bought a competitor's product. WD should have provided better customer service instead of blaming the customer and doing nothing. I am now working with Louie V. who responded above for a resolution. I would like to thank him for going beyond the customer service dept to address my concerns. However I do not want to close the case until my resolution is complete. Business Response /* (4000, 12, 2021/10/11) */ We contacted the customer and provided a resolution. A product will be shipped to the customer per agreed resolution. Delay due to COVID-19, and we expect product to ship to the customer in a few days. We apologize for the delay and inconvenience caused to the customer. Consumer Response /* (2000, 14, 2021/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -The 4Th of January I bought an internal hard disk : ******************** Storage 6TB, for 234.99 $ with a total of 254.08 $ (included fees). -I was supposed to received the model above covered by 5 years of warranty and free replacement in case of defects or factory product damage (which can be refurbished and not new). -I received two defective items, probably both refurbished, when I paid for a new item in the first place. -When I received the first item with serial number ******** I couldn't even initialised it. So they issued an RMA and I returned the damaged item. When I received the replacement ,************ and I opened the sealed bag the hard disk was physically damaged and again I couldn't initialize it. When I sent it back they refused my hard disk return and cancelled my warranty blaming the damage on me. -apparently they may consider to resolve the problem. -I have a personal account on WD as **********, the order number at purchase is XXXXXXXXX.

  Business response

  11/03/2022

  Consumer Response /* (2000, 6, 2021/09/07) */ I have finally been contacted by a sale manager after escalating a formal letter in which I was asking to be the refunded or I would have contacted third party agency for customer protection. after it I have been refunded, and for a miscomunication in between offices,I also received an other replacement/refurbished hard disk which they told me I can keep. The sale manager wanted also to put me in contact with a highly skilled technician to figure out my storage needing and give me a coupon of 20% off which I have politely refused.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item from them that started to become defective just a few months after purchasing it. The warranty on it is for three years, so I went online to submit an RMA to get it replaced. The website, however, provides a broken link to the process, requiring you too contact customer service and get a personal link. They don't have a service phone number however, forcing you to solely rely on their online tech support. When I finally started the process of filing the RMA, the website wouldn't let me finish the process, showing an error code before restarting everything from the beginning. It did this multiple times, and doesn't provide anywhere to look up the error code. When I tried to talk to their online support about it I was told to email their care team, which I never received a response from. This company is selling products that don't work, and then refusing to refund or replace them by providing online forms that don't work.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/10) */ 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 4TB external hard drive for replacement. Our case notes indicate we created a standard RMA on behalf of the customer. We sent an approval email to ************** using the email on record. We provided instructions on how to return the product to process the RMA. Once our service center receives the My Passport 4TB external hard drive we will schedule the shipping of the replacement product. If ************** wishes to discuss this further, customer can contact us directly by calling WD Support at**************2 or can email me at **********************

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order online with western digital. I never got an email confirmation or any type of confirmation but I saw that my card was charged. I contacted the store several times until they figure the order had been shipped and delivered (?). I told them I never received and ever since they keep asking me to wait and wait until they figure out. I' been over 2 months and I won't wait any longer. All 'I its for my refund. Also, if you are considering buying their products, DO'NT! Customer service it's extremely inefficient and unhelpful. No support at all.

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/10) */ 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 of 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 on May 29, 2021 for a SanDisk Ultra 1TB Dual Drive Luxe USB -C but did not receive the product. Our case notes indicate we opened a claim with the carrier to help locate the product. We received confirmation from the carrier that the product was delivered successfully to the customer on June 9, 2021 at the address provided by the customer. The customer claimed they had not received the product and requested a refund. As a one-time exception and for customer satisfaction, we initiated a refund on August 11, 2021. 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 /* (2000, 7, 2021/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/13/20 I purchased a WD 12TB Hard Drive from Amazon.com. $190.52. Order# XXX-XXXXXXX-XXXXXXX. Serial #********. 2-Year manufacturer's warranty. On 7/5/21 the Hard Drive failed 10 months after purchase. I filed a RMA with Western Digital and mailed back the defective hard drive. 3 weeks after RMA arrival I received a vague e-mail from Customer Support stating "Upon inspection of the drives returned under RMA XXXXXXXX, it was determined that the drives may have been altered and is not eligible for replacement under WD's limited warranty policy". While speaking to customer service they could not inform me what alteration Western Digital believed was made, only repeating verbatim the statement from the e-mail, and ultimately telling me they could no longer help me. I believe this to be deceptive business practices by Western Digital and if this matter cannot be resolved to a satisfactory resolution I will be forced to take legal action under the New York City Consumer Protection Law.

  Business response

  09/21/2021

  Business Response /* (1000, 6, 2021/09/09) */ Thank you for providing the communication for your case XXXXXX for ***** ****, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all of 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 XXXXXX indicates the customer wanted to return their WD Easystore **** desktop external hard drive for a warranty 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 facilitate the return. When we received, the product we found it appeared to have been tamper. After physical inspection, we found the internal drive serial number did not match our records. Our policy is not to replace products that have been open or have physical damage as that is outside of our warranty. After case evaluation, we are not able to honor the customers warranty claim request for a replacement drive. If ***** **** wishes to discuss this further, they can contact WD Support at X-XXX-XXX-XXXX or can email me at *************@wdc.com.

• Initial Complaint

  08/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a broken hard drive from Western Digital and was told I would receive a refund. So the refund came in and I expected that the matter was finished, but when I checked my finances today, I noticed it was strangely high. I looked back into my history and saw Western Digital had only refunded $37.84 out of the $155.33 for a faulty item that they shipped. This is unacceptable, I want my refund. I feel like this may require legal action, but I'm coming here first. #XXXXXXXXXX

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2021/09/09) */ Thank you for providing the communication for your case XXXXXX 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 XXXXXX indicates the customer wanted to return their WD Red Pro *** *** Hard Drive for a refund. Our case notes indicate we approved a return authorization for the product and a refund was initiated when the product arrived at our processing facility. We confirmed refund had been processed and provided by PayPal. We tried contacting the customer to confirm they had received the refund via PayPal but did not receive a response from the customer. If ***** ***** wishes to discuss this further, customer can contact us directly by calling WD Support at X-XXX-XXX-XXXX or can email me at ********************** Consumer Response /* (2000, 7, 2021/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just want it done with, but PayPal issued the REFUND because of my dispute, not WD.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased "************************************ Game **** Bundle" from western digital on July 26. I recieved an email telling me the following: "The product has been placed on backorder and will be shipped to you as soon as inventory becomes available in 1 - 2 Weeks. You will receive another e-mail notification when your order has shipped. If we are not able to fill your order, you will receive an order cancellation notification. If you paid by credit card on our site, your credit card has been pre-authorized, but you will NOT be charged until the product ships. Thank you for your patience and understanding." Three days later on July 29th my account was charged the full amount for said product, but still have yet to receive a confirmation email with the tracking information. Support is just telling me the product is sold out and wont give me an explanation as to why my account was charged in the first place, they wont even transfer me to a manager. I just want what I paid for....

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2021/08/27) */ 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 placed an order for ******************************** **************** Game Bundle and had not received the product. Our case notes indicate the product was shipped to the customer on Monday, August 16, 2021. The***** tracking shows the product was successfully delivered to the customer on Monday, August 23, 2021. We apologize for the delay and inconvenience regarding the customer purchasing experience. If ***************** wishes to discuss this further, customer can contact us directly by calling WD Support at ******************************************************** Consumer Response /* (2000, 7, 2021/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 2020 I bought online a WD Purple surveillance hard drive thru Walmart, according to my purchase receipt I bought ******** but I received ******** that was an old product. I contact Walmart on July 19,2021 they told me to call Western Digital Corporation. I call on 7/19, 7/20, 7/21 unable to talk to someone on 7/21/21 I use chat option and request replacement and I was told it was out of warranty (WD offer 3 years warranty), I send all documentation and open case XXXXXX-XXXXXX That is when I find out that I received and expire old product and not the one I paid for. I have been chatting with different people on 7/21, 7/22, 7/24, 7/26 and 7/29 and every time I was told that the case has been escalated to wait a couple of days for someone to contact me but until today nothing

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/08/30) */ 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 Purple 2TB Surveillance hard drive from their local retail store and received an older model product that shows to be out of warranty in our system. Our case notes indicate we have reached out to the customer and have requested a valid copy of the proof of purchase to validate the warranty based on the customer's receipt. Currently, we are still waiting to receive a copy of the proof of purchase to validate and assist with the warranty claim. We will send another reminder to the customer to provide us with the required information to resolve this complaint. 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, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. On July 2021 I open the case and send proof of purchase then. I never received a request for proof of purchase after that and every time I chat with customer service they stated that I have TO WAIT. unable to attaching proof of purchase but copy receive below and also send the proof of purchase to *************@wdc.com Hello ***, Thank you! We're working on your order now. Please don't head to the store yet we'll let you know when it's ready. You can track status here. We estimate your items will be ready Jan 16 after 6 p.m. Sincerely, -Your Walmart Customer Care Team Order #: XXXXXXX-XXXXXX ________________________________________ Pickup Estimated ready on Pick up at Pickup person ________________________________________ ________________________________________ ________________________________________ Thu, Jan 16 after 6 p.m We'll contact you again when your order is ready for pickup. Check order status Supercenter **** S ******** ** ****** ***** ** XXXXX *** ******* Add or Edit Mobile number: XXXXXXXXXX Add or Edit ________________________________________ ________________________________________ ________________________________________ Item Qty Total WD Purple 2TB Surveillance Hard Disk Drive - 5400 RPM Class SATA 6 Gb/s 64MB Cache 3.5 Inch - WD20PURZ $69.57 1 $69.57 ________________________________________ Order summary Order subtotal: $69.57 Total tax: $4.87 Pickup: FREE Order total: $74.44 ________________________________________ Billing information Billing address ________________________________________ *** ******* XXXXX SE ****** ****** Road ************ ** XXXXX Payment method(s) ________________________________________DISCOVER ending in 9649 Credit cards aren't charged until your order ships. If you see a pending charge on your account prior to shipping, this is an authorization hold to ensure the funds are available. ________________________________________ Helpful information Need to cancel? You can do so anytime here. Need to return? Start a return for any Walmart or Marketplace item here. For more information visit our returns help page. Credit cards aren't charged until your order ships or your pickup order is ready at the store. If you see a pending charge on your account prior to this, it's an authorization hold to ensure the funds are available. Visit our Help Center if you have any questions. Please do not reply to this email. This mailbox is unmonitored. Business Response /* (4000, 10, 2021/09/19) */ We received a valid proof of purchase from customer and have validated the products warranty. We have approved a returned material authorization to fulfill the customers warranty claim. If *********** has additional questions or concerns customer can contact us directly by calling WD Support at ************** or can email me at *************@wdc.com.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a 12TB NAS as I am drastically low on storage on my NAS for the office. Having to add 2 new workstations, it was imperative I receive this in a timely fashion. I ordered on July XX XXXX Order #XXXXXXXXXX, and has it shipped UPS Ground Tracking #1ZEXXXXXXXXXXXXXXX. I was expecting its arrival today, however, it appears that Western Digital requested the package be returned. When I called in today and spoke to *****, he gave me a pretty lame excuse, saying that UPS needed more information. This was being shipped from California to Michigan; There is not much info UPS needs except a correct address, which was correct on my order. He said that when the package was returned to them, I would get a refund and left it at that and did not offer to resolve the issue and send the hard drive as desired The thing is, I do not want a refund, I just want the product as it is desperately needed for my office.

  Business response

  09/07/2021

  Business Response /* (1000, 5, 2021/08/10) */ 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 Red Pro 12TB and had not received the product. Our investigation into this matter indicate UPS marked the package as return to sender. We received the returned item on Friday, July 30, 2021. We initiated a refund on Thursday, August 5, 2021 for the customer's order. Refund can take 5-7 business days depending on the customers bank terms and conditions. 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 ************** or can email me at *****.*******@wdc.com. Consumer Response /* (3000, 7, 2021/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) "Our investigation into this matter indicate UPS marked the package as return to sender." This is a bold-faced lie. According to UPS Quantum View, Western Digital (your company, not UPS) requested this package to be returned with no further explanation to me the buyer. If you would have told me the truth, this would not have been an issue, but you keep lying and have not offered a replacement. I did not request a refund, I wanted the item delivered as ordered. Livonia, MI, United States 07/21/2021 10:15 AM As requested by the sender, the package is being returned. Contact the sender for additional information. / The sender requested that we return this package. Livonia, MI, United States 07/21/2021 5:38 AM Processing at UPS Facility Livonia, MI, United States 07/21/2021 12:37 AM Arrived at Facility Maumee, OH, United States 07/20/2021 11:19 PM Departed from Facility Maumee, OH, United States 07/20/2021 2:24 PM Arrived at Facility Gardena, CA, United States 07/15/2021 11:24 PM Departed from Facility Gardena, CA, United States 07/15/2021 7:53 PM Origin Scan United States 07/16/2021 12:35 AM Shipper created a label, UPS has not received the package yet. Business Response /* (4000, 9, 2021/08/27) */ As stated in our initial response, during our internal investigation we could not fully determine the reason as to why the package was marked or asked to be returned. To prevent further delay to the customer we initiated a refund for their order and have closed the case as the product could not be delivered. Customer is welcome to place a new order and provide us with the order number so we can monitor the shipping progress. Consumer Response /* (2000, 11, 2021/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I already ordered another one. It is worth noting that when Western Digital requested this to be returned, the item was no longer in stock and unable to be ordered from the website. It is now in stock, but I have fulfilled the order elsewhere and will no longer do business with Western Digital.

*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. ↩