Western Digital Technologies

From: [redacted]
Date: Fri, Nov 21, 2014 at 5:36 AM
Subject: Re: You have a new message from the Revdex.com
To: "[email protected]" <[email protected]>
Western Digital called me and resolved it. Thank you.

[redacted]·        Serial numbers updated[redacted]·        WD policy is customer to process either a Standard RMA or Advanced RMA (Credit Card)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Western Digital (WD) did provide me with a brand new hard drive.  However, they did not initially solve my issue with the information on my hardware being deleted. 
I recently received an email from the third-party data recover [redacted] whom I originally sent the hard Drive (HD) to for potentially recovering the data that was deleted.  They sent me an email back stating, "Your drive had multiple problems with the port and encryption key was corrupted by the firmware upgrade." Clearly, the email is validating that it was indeed the firmware upgrade that I was recommended to do by WD customer service to do that caused my issues of data loss (the main reason of my complaint with the Revdex.com).
I sent the email to upper management at WD and they agreed to pay for the data recovery.  However, despite what the third party said, and mind you this is one of their preferred data recovery companies, they will not take responsibility for the data loss. They were, however, willing to cover the cost of the data recovery if I reply to an email stating "I understand and agree to this one time service."  I questioned whether this one time service applied to this particular case only.  They stated, "This is just a one time exception only. In the future, should a similar incident happen in which your data is lost, Western Digital will not cover the recovery cost. If your product is under warranty, we will replace it as per our warranty policy." 
I do not think this is fair business practice and want others to be aware in case they run into a similar situation.  This whole ordeal was created because I followed the customer service rep's instructions to upgrade the firmware on my HD (this interaction was recorded on their end, step by step, with the rep telling me exactly what to do) and now my data is lost.  It seems only fair that if a similar situation happens to anyone in the future, it should be at WD cost. Yet, they are still unwilling to take any responsibility now or going forward.
I have email threads that I can send to verify all of the above.  Please look into this.
Thank you,
[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action did not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business, sent me again 2 defective replacements [hard drives]
Regards,
[redacted]

[redacted] shipping product. Customer not required to return product

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If this was a dated product then the offer would be acceptable. This business needs to be held accountable for selling faulty products.
Regards,
[redacted]

Hello,I left a message for the customer. His email has been removed from our marketing. I can offer a refundPer his request. I will need his invoice for the product and I will need to send him a UPS shipping labelto have him return the product back to Western Digital.Sincerely,[redacted]...

[redacted]Western Digital Technologies[redacted]

[redacted]      ·        Left message to return my call. Sent email to [redacted]@gmail.com·        If customer still needs data recovery, I will have it processed on WD Account

Contacted customer and offered replacement product and data recovery[redacted]

Contact WD support for a refund of the purchase. [redacted] approves this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this...

action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Will contact customer[redacted]

Revdex.com the product has shipped to customer on RMA [redacted]   It shipped today via UPS [redacted] Sincerely, [redacted]

I need to have the [redacted] sent to me again. I don't know what the issue is here. [redacted]

Warranty on [redacted] updated [redacted]