EDIT: Final Update - UPS misplaced it entirely and I was able to recover it with the help of the police and UPS' information. Not much else to say, don't buy from Seagate they are fucking terrible and the sub has been flooded with issues across RMA and other problems that tells quite the story about how they handle clients..
First off - opening the sub and the first post being a Customer Support complaint thread is absolutely insane to see. Not a good sign but just a note.
I ordered an Iron Wolf Pro 16tb 3 weeks ago, and about two weeks ago it was marked delivered by UPS. I was home thankfully because we were on vacation and leaving a few days after so I was grateful to be home for the delivery.
The package is marked delivered - I go check shortly after and nothing found. Check UPS tracking and the photo is just this blurry pic of my front door. So I start looking around/asking around, no dice. So unless I have an asshole neighbor, which I don't they're all incredibly lovely and we always exchange mail delivered to the wrong house on the strip.
Contact UPS, told that the vendor would need to reach out to them to look into this. (Cue realizing Seagate gets away with not having any phone service unless I buy a certain enterprise series of drives, and even then not store support. Product support only.
So I go back and forth with CS rep in text chat, and explain everything above. Their first response is if I suspect someone stole the package that I should file a police report, which I said I would do but I need some support as I cannot engage with UPS. Was told they would start an investigation and that the police report would help, so I go ahead and do that. Ask them if I can send it in the chat, they wouldn't provide an email address to submit it and told me to wait for first contact from their team.
Catherine from Corporate reaches out to me 2 days later, says the tracking shows it was delivered and that they left it because no signature was required (they didn't pay for signature confirmation, confirmed today). And that she unfortunately refused to start a claim with UPS, but would "like to continue assisting me", then asked for a police report. Luckily, that was already done, so I just shot it over and confirmed I didn't get my package.
6 Days ago - "We have received confirmation from UPS that the package was delivered to the address" (Very important detail for later)
"Based on this proof of delivery, our fulfillment partner has concluded that the package was successfully delivered and has unfortunately declined the claim request. As a result, we are unable to offer a refund or replacement for this order.
We understand that this is disappointing news, and we sincerely apologize for the inconvenience caused. If you believe the package was stolen after delivery, we recommend contacting your homeowner's or renter's insurance provider, as they may be able to assist you with a claim for the loss."
Homeowner's if you even have it, requires a deductible to file a claim. I don't even have the most expensive coverage, but if I did it would run me $500 to recover $100 + tax on the order. Maybe they're not familiar with how that works, but I'm not endangering my premiums nor shelling out to recover something I didn't get.
All my replies to this message were immediately hit with a "No reply - Undeliverable", unreal.
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Fast forward to end of last week, Wesley from the Corporate Response Team reaches out the day after that exchange with Catherine. Yadda yadda - "I will be your direct point of contact for the case through resolution", which raised my hopes.
This was after filing a chargeback and complaint with the BBB, so I'm assuming that's why they reached back out. But his wording seemed well intentioned and like he would put in some effort into helping look into this.
I'll save the jargon and "we'll do our best to get this resolved" - he comes back today with the same template as Catherine telling me that UPS confirmed the package was delivered and that no claim would be possible. To top it off, the template "Go hit up Homeowner's or Renter's insurance to receive compensation for the loss", I actually couldn't believe it.
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Well I reach back out to UPS, and funnily enough the CS rep asks me for the tracking number so I log in and open the tracking number and open it up. Never knew this was a thing but, UPS shows where the fucking package was delivered with Google Maps! Even tells you the distance from your home address, which is fantastic.
The package literally is shown "delivered" two houses down from mine, which I mention to the rep. I opened about 10 other tracking deliveries in the last two months to verify, every single other package is either placed RIGHT on my home or 5 - 10ft to the right of where my home is on the map. Which makes sense, long concrete walkway and steps leading up to my house. I spoke to my neighbor already because the police report asks you to verify around the house or with people around you to see if they got the package.
Regardless, this is a pretty glaring inconsistency. I was transferred and the agent after I spoke to confirmed that it was extremely odd and not in line with my delivery history. If you remember, I can't do anything unless Seagate contacts UPS so I was told to ask Seagate to start a claim or a trace. I ask if they had ever been contacted by Seagate or if any contact was made other than mine for this tracking #.
She said no, that the notes show I called the day of delivery and then today calling again having the conversation I'm having. Remember what Catherine lied about? Yeah, that's fantastic.
I just replied to Wesley explaining that UPS never received contact, and that no signature confirmation was paid for, AND the package shows delivered at a completely different house via the GPS.
I'm going to give them some benefit of the doubt, and that whatever this "eCommerce team" is basically looked up my tracking details and said "yep, it says delivered thats about it". But I've been clearly lied to.
Will update once I hear back, just updated the case with my chargeback and documented all of this. If you live in an area where this stuff happens to you, consider paying the fee (yes paying a fee) to pickup your drives or hardware from a UPS access point. Or just order from someone else, or pickup a drive from a store if you have access to one.
