ComplaintsforWestern Digital Corporation

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an MP3 player unit from Best Buy. It malfunctioned but because it was beyond the 10 day return policy, I had to deal with the manufacture, Western Digital. Following the recommendations, I reload the firmware onto my player unit. It then would not power up.They replaced the unit with a brand new one. Where pressed about the firmware, I was told that the firmware on the new player unit was the latest and the malfunction should not occur again.Within two days of use, the malfunction reoccurred and after some investigation I discovered that the firmware HAD NOT been updated. It was the same firmware on the newest player unit and was on the old one, which I was told was causing the issue to begin with.It is clear that Western Digital lied to me about the firmware on the replacement unit since it was the same firmware that was on the unit that malfunctioned. I do not want a replacement unit. It is clear to me that the people at Western digital will simply take another new unit out of inventory and send it to me without making sure it will not malfunction since that is the path of least resistance.I want my ***** purchase price back in a form of a check from them.I want a formal letter of apology from the president of technical/customer services as well as a letter of formal apology from the president of Western Digital detailing what they are doing about their service department that doesn't do their jobs because after all, it is only a 35 dollar mp3 player unit. Who could possibly give a hoot in ****.I've included a screen shot of the Western Digital customer service rep answering my inquiry about the update firmware that was never updated.

  Business response

  01/10/2024

  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 ********************** Clip Sport Plus 16GB that failed shortly after. 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 and a *** shipping label to facilitate the return. A replacement is scheduled to be sent out to customer in a few business days. We apologize for the inconvenience.
  
  

  Customer response

  01/11/2024

   
  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

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the WD_BLACK SN850X 4TB hard drive from the official website during the *************** Friday promotion. I placed an order on November 17th (Order Number: **********), and it was delivered on November 22nd at 1:34 PM. However, on the same day, WD had an additional gift promotion. After contacting customer service, they advised me to return the item and place a new order. Consequently, I created a new order (**********) and initiated an RMA (Return Number: **********). The first order item was received on November 22nd at 1:34 PM ***** 1ZC1G6220324716445), and the corresponding RMA was submitted on November 22nd at 1:53 PM. The return package, scanned by *** at 2:24 PM on November 22nd (please refer to all attached photos; the shipping bag remained unopened, with the original *** shipping label and Reference label intact, including the entire process of *** personnel attaching the return shipping label). The return package ***** 1ZE953609094292056) was delivered on November 27th at 12:56 PM, but it wasn't until December 4th at 12:40 PM that it showed 'Return Received.' Throughout this period, I contacted customer service multiple times to confirm the status, and each time I was assured that the package was received, not lost, and they would process it soon (I don't know why this took so long). Yet today, they claim that the returned package is different from the one sent. This kind of response is unacceptable because I didn't open the bag at all, just return it directly. Therefore, I request a full refund and an apology. This ***** email without a thorough investigation is entirely unacceptable.

  Business response

  12/18/2023

  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 the *************** ********** drive they purchased from our online store. WD Support has reached out to customer directly to work with them to provide a resolution for their return. We apologize for the delay and inconvenience caused to the customer regarding this matter. 

  Customer response

  12/26/2023

   
  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

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is the item what is returned to western digital, however western digital has taken the item but till date after 30 days they have not processed the refund, everytime a query has been raised and Western Digital gave a response that they are investigating and cant finish their investigation for the whole month.

  Business response

  12/06/2023

  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 ********************** microSD Card from our online store. Our case notes indicate they requested a refund and sent back the product which was delivered to us on November 20. The refund can take **** business days before it appears on the customers bank statement, with potential delays due to higher volumes during the holidays. We will investigate to make sure the refund is issued, and we apologize for the delay and 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 **************.

  Customer response

  12/06/2023

   
  Complaint: 20964540
  
  I am rejecting this response because, the business is saying refund is issued in **** business days and it is more than 20 days and still no sign of refund, something is fishy
  
  Sincerely,
  
  *******************

  Business response

  12/08/2023

  Per customer's provided screenshot, the package was delivered on November 20th. According to our records, the refund was issued to this customer earlier today. While today, December 7, marks 17 calendar days since the receipt of their product, it has only been 11 business days due to our holiday and weekend closures. We understand the refund was issued one day beyond our projected service level and once again apologize for the delay. We now consider this matter closed on our end. 

  Customer response

  12/08/2023

   
  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

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Order #: ********** Order Date: Nov 19, 2023 Shipment Date: Nov 20, 2023 Tracking Number: 1Z1052YE0344873054 Shipment Shipping Address:******************************* **************************************************************************************************************************************************************** ************************** *************** Hello:I am writing with a complaint about my Western Digital Order. It is listed as being received; however, I never received this order. I tried calling the people in ***** however, the line went dead and the agent just stayed on the line or put the phone on mute and never spoke again. This is a normal occurrence with these billion-dollar businesses that want my hard-earned ******** money while providing s*** customer service.I need to have this order asap or provide my money back ASAP!

  Business response

  12/11/2023

  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 through our online store,however they state they have not yet received the order. Upon further investigation, it appears the address the customer provided for the order corresponds to a **** post office rather than a residential address. As the *** proof of delivery states that the package was delivered to the address on file and left at "inside delivery", customer has been redirected to check with the post office regarding their delivered package. 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 **************.

  Customer response

  12/12/2023

   
  Complaint: 20955953
  
  I am rejecting this response because: I am requiring this business to complete a full refund of monies paid for an item that has not been received immediately! I will continue to pursue this matter through all levels.
  
  Sincerely,
  
  *******************************

  Business response

  12/12/2023

  As previously stated, package was delivered to the address customer provided when they placed the order. We are unable to provide a refund as the order was delivered to the given shipping address with proof of delivery, and customer must consult with the **** post office at that address. 

  Customer response

  12/15/2023

   
  Complaint: 20955953
  
  I am rejecting this response because: I have consulted with the **** and the worker there stated that the name that was listed on the signature panel is not a name of a person that works there. I will consult with my CC Company and get my money back in full, if Western Digital refuses to help and also I will be writing an article in the New ********** about my experience! One way or another, I will be made whole. Either send my replacement or provide a refund, asap!
  
  Sincerely,
  
  *******************************

  Business response

  12/15/2023

  We are unable to provide a replacement or refund for this order. Per WD policy, we do not ship to PO boxes, however the format of the address provided by the customer was recognized in our system as a physical address and was confirmed by *** proof of delivery as being delivered to the corresponding location (the **** post office). At this time we consider this matter closed on our end.

  Customer response

  12/19/2023

   
  Complaint: 20955953
  
  I am rejecting this response because: I've taken this case up with my ********************

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

  Business response

  12/22/2023

  If customer has chosen to pursue this with their credit card company, there is no further information for us to provide and we consider this matter closed on our end. 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a portable SSD from them and it failed. The product is still under warranty but they refuse to replace my defective product. The problem is widespread with this particular product, you can just type SanDisk SSD failure and there are a lot of people with the same complaint. I sent all the required info including the purchase receipt, photos, letter on company letterhead that there are sensitive files on the drive and I am not allowed to send the drive back, etc. and they still can't help me. Attached you have the receipt and the photo of the product. Hope you can help me resolve the issue, I just need a replacement or refund to buy a new one. That's it!

  Business response

  12/06/2023

  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 receive a replacement for their SanDisk Extreme Portable SSD 1TB, however customer has stated they are unable to return the drive due to sensitive data being present. Our case notes indicate we requested additional information from the customer to verify their eligibility for a sensitive data accommodation, however we have not yet received the information requested. Once the customer sends the requested information, we will review the information, verify its validity, and contact them with the resolution. Please note that this request does not constitute an agreement to replace the customer's product under our ************** Procedure,as this decision depends on the validity of their information. 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 **************.

  Customer response

  12/06/2023

   
  Complaint: 20951094
  
  I am rejecting this response because: I did sent all the info requested including a letter on company letterhead that was requested. I don't know what are documents you need.
  
  Sincerely,
  
  *************************

  Business response

  12/08/2023

  As a one time accommodation, customer is authorized to destroy the drive containing sensitive data instead of sending it in. Once we receive proof and certificate of destruction, we will provide a replacement drive for the customer under warranty. Once again, we apologize for the inconvenience caused and thank the customer for their patience. 

  Customer response

  12/12/2023

   
  Complaint: 20951094
  
  I am rejecting this response because:

  I don't know how to destroy the device. I see it is encapsulated in a rubber material which is very hard, I am not a technician and do not want to injure myself in the process. I don't understand why it is so complicated to send a replacement. I sent all the requested documentation including my proof of purchase and letter on company letterhead. This is not a scam and I am a real customer. The waiting time for the issue is already taking to long. This is just one portable SSD which costed139.99USD, which is not a huge amount. I had the same problem with another company and they replaced it ASAP. The problem with the SanDisk drive is widespread ************************************************************************************************************************* and this is not an isolated case. The drives were faulty from the start (**************************************************************************************************) and I can't understand why is it so hard to makes things right. I am kindly asking for a replacement or refund.
  Sincerely,
  
  *************************

  Business response

  12/14/2023

  WD Support has reached out to customer requesting further information to arrange shipment of a replacement drive. We thank the customer for their patience and hope to resolve their case promptly. 

  Customer response

  12/18/2023

   
  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

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  01/18/2023: Ordered a 2TB solid-state drive model# WDS200T2XHE (serial #************* from Western Digital online store (Order #**********) for the price of $189.53.01/30/2023: Contacted WD tech support because the drive was not functional upon installation. Tech support was helpful in providing troubleshooting steps to try and get the drive to work. After having performed all the troubleshooting steps provided (Incident Reference #******-001012), it was determined that the drive was defective and that it should be returned.02/13/2023: Received an RMA to return the WDS200T2XHE (serial #************* (Return Reference Number: **********), and returned this exact drive in all of its original packaging.At this point, I assumed that this transaction was complete and that the refund would be processed within a week or so.09/29/2023: Received a package in the mail from WD containing a completely different SSD; a 1TB WDBAPZ0010BNC (serial #************* wrapped in bubble wrap in an unmarked cardboard box. Confused at the random delivery, decided to check and see if the refund from February had ever occurred and learned that it did not. Contacted WD for an explanation and was told by the representative (*****) that there was supposedly a serial number discrepancy and that their records showed that the drive they received from me wasn't correct drive. The rep kindly explained that the shipping/receiving warehouse occasionally gets these mixed up and not to worry, and that he would escalate my issue to the team.Since this time, I've had countless phone calls and emails with various WD reps, all refusing to provide my refund due to this supposed serial number discrepancy. It should be noted that as of the time of this incident, this drive was the only SSD I owned so their explanation that I sent them a 1TB SSD is impossible. At this time, WD has both my money and the purchased drive.I only want my originally promised refund of $189.53 for the defective drive.

  Business response

  12/11/2023

  Thank you for providing the communication for your case ******** for ***** Bible, 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 the *************** ****** NVMe SSD they had purchased from our online store. Our case notes indicate we approved an RMA for the product. We sent an approval email to ***** Bible using the email on record and provided instructions on how to return the product to receive their refund. According to our records, the drive received did not match the serial number and model number we were expecting, and was sent back to the customer.  After further review of the case, for customer satisfaction we will proceed with issuing the customer's refund. We apologize for the delay and inconvenience caused to the customer regarding this matter.
  
  If ***** Bible wishes to discuss this further, customer can contact us directly by calling WD Support at **************.

  Customer response

  12/21/2023

   
  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,
  
  ***** Bible

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2TB western digital *** in 2019. It is now out of warranty; however, I have barely used this item, and it's been sitting inside a box for most of the time and there has never been any physical damage to it, but somehow the *** is now corrupted and I have to pay $500+ to recover my data. WD has offered no help in this.WD should be responsible for repairing and recovering my data given that this issue likely originated from poor manufacturing/electronic issues on their part.

  Business response

  11/22/2023

  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 owns a WD Easystore Portable 2TB external drive and is requesting assistance with a data recovery attempt and product replacement. The product's limited warranty does not cover data recovery and WD does not perform or offer data recovery services. We recommend the customer consult with a data recovery center of their choice or refer to our data recovery policy page (************************************************************************************) for a list of recommended service providers.
  
  According to our records, this drive's warranty period expired in 2020, and as such, the request for warranty replacement was denied. After further review of the case, for customer satisfaction and as a one time exception to our warranty policy, we will provide an RMA for their product. WD support will contact the customer to offer further assistance and instructions to proceed with the **** 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 **************.

  Customer response

  11/22/2023

   
  Complaint: 20884698
  
  I am rejecting this response because:
  

  How is an RMA acceptable? My data is on the defective device.

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

  Business response

  12/06/2023

  As a one time accommodation, customer is authorized to keep the defective drive to attempt data recovery on their own. WD Support will reach out to customer to arrange shipment of a replacement drive. 

  Customer response

  12/07/2023

   
  Complaint: 20884698
  
  I am rejecting this response because: Western Digital is not communicating via email as they stated they would.
  
  Sincerely,
  
  *******************

  Business response

  12/08/2023

  WD Support has reached out to customer requesting further information to arrange shipment of a replacement drive. We thank the customer for their patience and hope to resolve their case promptly. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint Against Western Digital - Refund Denial for Unopened Hard Drive Return Dear Sir or Madam,I am writing to file a formal complaint against Western Digital regarding an unresolved issue with a recent purchase. The details of the complaint are as follows: Purchase Details: Date of Purchase: Oct 09, 05:02 PM Product: My Book Desktop Hard Drive 14TB Order Number: ********** Tracking Number for purchase: 1ZE953600312582283 Tracking Number for return:1ZE953609094844245 Issue Description: On October 9th, I purchased a hard drive from Western Digital. On October 10th, I decided to purchase the bigger 20TB hard drive instead. Hence when I received this 14TB hard drive, I returned the hard drive immediately, without even opening the packaging. Return Request: I received the hard drive on Oct 11, 01:21 PM, and I initiated the return process with Western Digital on the same day: Oct 11, 10:43 PM requesting a return and refund. I dropped off the return using the return label Western Digital provided on the following day Oct 12th at 3:25 PM. However, my request was denied on the grounds that Western Digital received a different serial number. I want to emphasize that I never opened the packaging, so there is no way that the serial number could have changed. Desired Resolution: I kindly request that Western Digital revisits my return request and provides a refund for the unopened hard drive, as it is still in its original, sealed condition.I believe that my request is reasonable, and I would appreciate the assistance of the Better Business Bureau in resolving this issue. I seek a prompt resolution and hope that Western Digital will reconsider their decision.Thank you for your attention to this matter. I look forward to your assistance in mediating this dispute.Sincerely,Huining

  Business response

  11/02/2023

  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 Book Desktop Hard Drive 14TB that was purchased directly from the ** Online Store. 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. We encounter a discrepancy with the customers return. After the internal review of the product, the discrepancy was cleared and a refund for the original ** Online Store order was initiated on Friday, October 27, 2023. Refunds can take **** business days for the credit to appear in the customers account. Credit will be issued to the payment method or credit card used for the original purchase only.
  
  If *********************** wishes to discuss this further, customer can contact us directly by calling ** Support at **************
  
  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/9/2022 I bought a My Cloud Home 8TB from WD (order **********). This device started with weird noises, frozen, and frequent disconnection. On 06/06/2023, I contacted customer service and RMA ********** was created. The re-certified device that was sent worked properly for the first week. However, when it was filled ~75%, it started failing with pretty much the same issues as the original and same issues as all future replacements. I have other 3 WD My Cloud Home devices. They all are working fine. With this re-certified device and all future replacements, I tried several techniques before contacting WD. Turning ON and OFF, resetting, give the same spot in the switch as the other devices, change cables, pull the logs, etc. None of them were successfully. On 07/24/2023, I contacted WD and RMA ********** was created. This time I was promised that I was going to receive a new device instead of a re-certified device. This was confirmed on 08/10/2023 by ******** who is in the next level of WD customer service. However, the 2nd device was not new as promised. After few days working fine, it started with the same issues as the previous replacement. On 08/21/2023, *** S apologized and promised that this time I was going to receive a new device. Advanced RMA # ********** was created. The 3rd replacement was not new as promised and after few days working fine, it started with the same issues as the previous two replacements. On 9/12/2023 I chatted with **************** who is a higher representative and we agreed on having a new device. The 4th device was received and looked like new. However, it started with the same issues as the previous 3 replacements. All further attempts to chat or talk with ****** or same level rep have been unsuccessful including a scheduled call on 10/07/2023 with ************** that never was produced without further explanations.Due to all these inconveniences, I have lost data, money and time. A detailed explanation of this situation was attached.

  Business response

  10/25/2023

  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 are investigating the matter. We will contact the customer to help determine a solution.

  Customer response

  11/02/2023

   
  Complaint: 20741174
  
  I am rejecting this response because:

  I have not been contacted by Western Digital.
  
  Sincerely,
  
  *********************

  Business response

  11/09/2023

  Western Digital reached out to the customer via phone on Wednesday, November 8, 2023 and left a message for the customer. We ask that the customer return the call so that we can help provide a resolution.
  
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly contacted this company to resolve an issue with the MyCloud Home Drive. First, it was down because their company was hacked, and they took everything offline. Restricting access to my data. Now the drive is not working, and all they have is offshore people saying they will research it and get back to me. They NEVER get back to you. If you call them, they say they are starting a ticket. Repeat the same garbage and never contact you back. I have been dealing with them for a month without a resolution or even an attempt at a solution. It's time to consider legal options since they do nothing they say they will do.

  Business response

  09/11/2023

  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 not locate a case for the customers first and last name, phone number or email address provided in this BBB complaint. To better help the customer we ask that they contact our support center directly.
  
  If ***************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

*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. ↩