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I experienced a disk drive failure on a recently purchased hard drive from Amazon. Drive was installed on my desktop PC, and though not immediate, the drive showed signs of "something not being correct". I removed the drive and saw the sata port connector was not intact. I went to Seagate and spoke with a service technician. They checked the serial number and saw it was a valid Seagate drive, under warranty. The service rep, provided me with a case number, and instructions for where to send the drive to be checked. He explained this would take less than 10 days, and I would then be sent a replacement disk drive. Following the their instructions, I packaged the drive and sent it out USPS priority, insured. I waited several days, but did not receive any email or phone contact about the drive, or if a replacement was being sent.
I contacted Seagate customer service to follow up. The individual provided some information, but could not confirm receipt by Seagate. He asked me if I had any proof of delivery. I provided confirmation I received from USPS. He indicated, he would check with their office in Torrence CA to confirm receipt, and I could expect email providing the replacement drive tracking information. Several more days elapsed, with no email shipment confirmation.
I again contacted Seagate customer service pursuing the same info. This time the service rep said he was going to "escalate this matter to the shipping department to obtain info about the drive arrival at their office.
I provided him with the following:
case [protected]
Drive: ZVT9231K
ref: IR60125638 (this is SEAGATE RMA #)
Delivered, Front Desk/Reception/Mail Room
TORRANCE, CA 90501
March 4, 2024, 1:59 pm
I spoke with customer service again yesterday Apr 09, and was told by the rep that I needed to get proof of delivery because they were not the sender of the package. I contacted USPS yesterday and was told their delivery confirmation info I received was all that could be provided.
I find it very difficult to accept, the Seagate mail room can not locate or provide information to their customer service about a package the USPS indicates was delivered to them.
Claimed loss: My loss is about $340, which was the cost of purchasing another drive, as my complaint matter has been open for so long, I needed to get another drive.
Desired outcome: Want to receive a new 20TB Seagate hard drive with five year warranty; this is what I sent in to their office for resolution.
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