Seagate
Warranty denied after label missing on returned FreeAgent Go drive

I purchased a portable Free Agent Go drive from Staples and surprisingly within a year the USB port broke. I contacted Seagate to find out if there were any options and discovered that it was still under the warranty. I followed the instructions and carefully packaged the item attempting to comply with the RMA requirements.

I checked their website to view the status of my order but the website was not updated. On May 12th or 13th I called and was told that the replacement drive should be sent out within 72 hours.

I called back and spoke with Stephanie who informed me that the drive did not have the label on the back of the drive. I advised her that is impossible as I did not purposefully or carelessly remove a label that would void my chance of a replacement. For me to send in a drive that I needed replaced immediately without a label is like trying to return a car to a dealership but removing the VIN. The proposition is absolutely ridiculous.

She sent me a photo of the drive taken by the warehouse and the label is indeed removed. I again advised her that I did not remove the label. She informed me that since it "arrived" without the label the warranty is voided that I am out of luck.

The only one who benefits from removing the label is Seagate. I believe that Seagate warehouse staff removed the label in order to void the warranty so that it would not have to be replaced. Stephanie mentioned that they send out hundreds of replacement drives out a day and that there is no reason to not send out my drive. However, if there is a systemic removal or purposeful voiding of the warranty in their warehouses, it reduces their cost of replacements. I also did discover that they also changed their warranty periods from five to three years in 2008 on selected drives. I believe that this may be another cost saving measure.

On the other hand, I in no way benefit for the removal of the label. It is completely illogical that I would remove the label and then send in the drive knowing that my warranty would be voided. I use the drive for personal and business use daily. Usage allows me not to have to carry a laptop but maintain my personal and business computer files. I now have to replace the drive at additional cost and start over.

Had I known there would be such an action, I would have videotaped my preparation and shipment of the drive. It is very surprising that such measures would have been my only way to protect myself. I simply wanted was the broken drive replaced.

I have never had a problem like this before when returning any items. This is really disgraceful. I've also never blasted a company like this before but this is really egregious.

Company: Seagate
Country: USA

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