Copy of my survey to Seagate Customer Service satisfaction survey:
I received my Seagate FreeAgent Desktop 1TB external drive as a Christmas gift and after following the instructions, the device would not power on. I called Seagate support only to find out that that I have to call during your regular business hours. I made a number of calls during business hours only to get busy signals and recordings telling me to call back. When I did get through to someone (after waiting over 30 minutes) I was told that the problem might be the power supply that the device came with initially and was told that a new power supply would be sent out to me. That day I receive an email telling me that the order for the new power supply has been confirmed with an order number. I called yesterday to try and get order status and was referred to a website to check the status: seagate.com/status. I input my order number and and email address and was given the following result "No results based on search criteria entered.". I call to check on the power supply and after being on hold again for over 30 minutes, I was hung up on without speaking to anyone. Attempting to call again, a UPS delivery arrives with the new power supply. I tried the new power supply and still would not power on. I call support again, this time I wait about 45 minutes, to speak to someone about my situation. I was asked my phone number which could not be found. The rep was able to find me by my email address then corrected the phone number on file and as we are going over how the device works, my call gets cut off. Since I was asked my phone number, I assumed I would be getting a call back. I wait 10 minutes and no call back. I call again to wait for 45 minutes. I was told by Christine (who would not give me her last name or agent id), that I need to pay to have the device shipped to Seagate. My only options were to send the device back to Seagate out of my own pocket and send it myself, or give her my credit card information and pay $19.99 she would then send me a return tag so I can send it back. I was outraged! I asked to speak to a supervisor. After waiting another 10 minutes, Matt R picked up and only repeated what was said by Christine. The only other option that was given to me was to go back to the reseller and go by their return policy. I received countless apologies for hold times and was told repeatedly that these were the only options I had. I had asked Matt if there was someone I could contact about these limited options that were given. Matt reassured me that he would handle it and that the matter would be dealt with internally, but I would not be informed about it in any way. He said that the case number was 0013XXXXX. He then patched me back to Christine who proceeded to fill out the warranty replacement form. I would like to be contacted regarding the following:
1) How Seagate handles items that don't work coming out of the box. I am very dissatisfied with the Seagate's return policy when it comes to newly purchased items (the FreeAgent Desktop external drive never powered up).
2) customer service policy about having long hold times and not giving the customer a call back.
3) Checking order status on a webpage that won't find my account information.
Art Abxxxxx
626-6XX-XXX
[email protected]
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