So how long does it take to RMA a Western Digital hard drive?

I bought a couple (in fact 4 units) of Western Digital Red 3TB WD30EFRX hard drives recently and unfortunately one of them developed numerous bad sectors after just 2 days of usage in my Synology DS412+. Luckily for the RAID setup, my data are still intact so I am happily blogging down here.

I popped out the faulty Western Digital 3TB Red hard drive from the Synology DS412+ and ran some tests using the Data Lifeguard Diagnostic tool. The tool gave up after encountering too much bad sectors so I guess it is time to pack the Western Digital Red 3TB drive and send it over to Flextronics Technology (M) Sdn. Bhd. in Johor, Malaysia. Yes, Malaysia. It seems like Flextronics have stopped their operations in Singapore and the nearest place you can RMA your new Western Digital hard drive is Malaysia.

Packaged the hard drive according to the RMA requirements on the RMA Premailer and send it as a registered article. So it is now time to track how fast or slow it takes for the drive to get back to me.

Date Description Day #
31 Aug 12 Mailed out the package via SingPost
01 Sep 12 Processing in Singapore
03 Sep 12 Despatched to overseas
06 Sep 12 Arrived in Malaysia
08 Sep 12 Delivered to Flextronics 0
09 Sep 12 Flextronics acknowledge receipt of RMA article 1
26 Sep 12 Still no updates from WD 17
26 Sep 12 WD called to inform that they are looking at this RMA 17
29 Sep 12 No updates from WD after 20 days 20
01 Oct 12 WD emailed saying they couldn't get stocks to replace. WD offered refund for the defective drive instead 22
06 Oct 12 FedEx delivered the replacement disk 27

 

Lets hope it will take less than 3 weeks for my new Western Digital 3TB Red hard drive to be returned.

Updates
The entire RMA process took 27 days which could be better.

There are no proactive engagement from Western Digital until I opened a email case on the 24th/25th day and contacted them via social media channels. I was then informed that they do not have stocks for replacement or servicing.

I felt that this could be improved by having some feedback loops from the service centres to the online WD portal to inform end users of whether there are sufficient stocks for replacements. Or have the option of advance RMA for Asian customers too. The online portal should also contain status updates on the progress of the RMA rather than leaving the customer guessing what had happened.

I will probably think twice when getting a Western Digital product in the near future although I have been a supporter of their products when it comes to hard disk.

9 thoughts on “So how long does it take to RMA a Western Digital hard drive?

  • September 11, 2012 at 8:17 pm
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    hi u could have send to flextronics in changi~ i jus sent ytd.

  • September 11, 2012 at 9:02 pm
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    The last I checked, they require you to send the internal hard drives to Malaysia

  • September 25, 2012 at 9:10 pm
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    Could be a long time. I file an RMA on 16th of august. am in the uk, and opted for the advance RMA (they ship you a new drive first, then you send the dead one back). After a week i emailed them, and a week later they said they have no stock currently to satisfy the RMA, and i will have to wait. I will ask for a refund if they don’t sort it out soon.

  • September 25, 2012 at 9:10 pm
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    (just to note, this was on the same red 3TB drive)

  • September 25, 2012 at 11:04 pm
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    ssam,

    Have you got your hard disk back? Wonder if they will lengthen the warranty since the rma process is unusually long.

  • September 26, 2012 at 5:55 pm
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    With the advanced RMA, you dont send the faulty disk until you receive the new disk. So i still have the faulty disk waiting. (I think advance RMA is only available in USA, Canada and EU).

  • October 19, 2012 at 9:15 am
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    so in the end you did not choose refund and waited until they replace when stocks finally avail?

  • October 19, 2012 at 9:21 am
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    Richard,

    I chose to wait for available stocks but WD Helpdesk also mentioned that they will be refunding me for 1 unit of WD Red 3TB on top of the replacement HDD.

    Have yet to receive the refund though.

  • March 21, 2013 at 2:34 pm
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    damn i hope they have improved since then. I have just RMA-ed my 2TB MBL to flextronics few days ago and was very eager to get my replacement soon. now i should stock up tons of patience..

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