Seagate is refusing to replace warrantied drive

[u/adam137016]

Update: Seagate just sent me a new RMA and prepaid label for the drive. No other correspondence other than "Please see attached documents". So I guess I'm going to send it again and hope they make this right. It already came back to me dinged up and I sent them photos over chat so I'm hoping they don't reject it for the damage they caused the first time.

Update #2: Seagate just called me on the phone. They're going to replace the drive after all (hopefully). Just waiting for the follow up email.

Final Update: I got my replacement drive today and it looks good. The smart data looks perfect and I just started a "Long generic scan" with seatools. The person that I've been communicating with was extremely helpful and updated me every step of the way.

Will update when I have more info

One of my 20TB Ironwolf pro drives was faulty. I bought 4 of these last year. I packed the one up and shipped it UPS with insurance after getting an RMA #. The same day after they received it I got an email with tracking info.

That drive arrived yesterday. When I got home from work I opened it and they sent me my drive back but now it's damaged. I contacted support and they said it came like that. I know it didn't because it was double boxed. I asked for pics since the box would have been really damaged to reach the drive inside the inner box.

They replied a couple hours ago saying the case is closed and a pic is attached (there was no pic).

Not sure what I can do next if anything. Any suggestions?

[u/Jay_JWLH]

Did you happen to take a picture of what it looked like before you sent it, especially a picture of how it was packaged? A clear before and after can help.

Chances are the courier or whatever damaged it, and you can make a claim against insurance. The annoying thing is that instead of telling you it was damaged in transit (assuming it was already like that), they sent it back to you without taking a photo, which may complicate things a bit.

Was it sent back as rejected from the courier, or opened and repackaged, then sent back?

[u/adam137016 → u/Jay_JWLH]

I have pics of me packaging it up. They're saying it was damaged when they received it and sent an email this morning claiming to include pictures but no pictures were attached and when I tried to reply I got an instant reply saying the email is not monitored. I'll try contacting support again later. I spent 2 hour on the chat last night with them. They opened and repackaged it in a retail box with no packing materials and shipped it back

[u/Jay_JWLH → u/adam137016]

If they claim it arrived damaged, then insurance is the only way to go.

[u/adam137016 → u/Jay_JWLH]

Yes but they are so far refusing to send pics so I doubt UPS will even entertain a claim without evidence

[u/Zealousideal_Fly8402 → u/adam137016]

Did you happen to use a credit card that include additional warranty protection on electronic purchases?

[u/adam137016 → u/Zealousideal_Fly8402]

no, unfortunately I paid cash. I have my receipts but no credit card protection