Saturday, 7 March 2009

Getting a replacement power supply for Western Digital external drives - easy as pie

I very rarely get to actually praise a company for doing something beyond my expectations of service so here goes.

I've owned a 500GB WD Elements external hard drive for a little more than a year, and it stopped working about a month ago. I suspected the power supply was faulty, because I would plug it in, it would light up for half a second, then die out.

I was running out of disk space on my computer so I finally got around to looking for all the paperwork for it to make a warranty claim - the receipt, the warranty documents, etc. I went online, registered the product, adjusted the warranty dates by sending them a photo of my receipt, since there were a few weeks between the time of manufacture and the time of sale.

Then I rang Western Digital support and told them about my problem. The conversation went something like this:

Me: I've got a problem with the power supply of my external hard drive. It lights up for a moment after plugging in then goes out.

WD support: So what is the plug for your power supply. Is it 5-pin or something else?

Me: 5 pin. (I'd read on their support site that models made after sometime in 2008 used a different power supply and pin)

WD support: Okay, give me your name and address. You should get it in about two weeks.

Me: Do you need my registration number, or the model of hard drive I have.

WD: No, it doesn't matter what size of drive, it's just the plug that's different.

So they didn't even check if I actually had a registered drive. I could have been anyone or the item could have been out of warranty and would still have received a replacement power supply! Not that I'm complaining. Probably the chances of people doing that are quite unlikely anyway, so they decided to simplify the procedure.

The power supply arrived yesterday, Friday, 6 March. It was sent by FedEx from Singapore on 3 March. No questions, no rego check, no hassles. Just send it out when requested. WD support are f*king excellent!

1 comment:

Snake said...

yo man I have a WD 1TB hard drive and yesterday i plugged it into the electricty and i think i heard a small short go off as if a light bulb has just popped!....I'm worried about the hardrive i have so many shit on it!....

My question is do u know anyone who sent their drive to WD and got it back without data loss??

let me know