Western Digital Customer Service

Western Digital MyBookDuo1 - Can't access data

RMA: 65339057
Incident #: 230412-004666

4/11/2023
Tuesday night before backups, turned on MyBookDuo and had continuous yellow LED.

4/12/2023
Sent the following email to Tech Support Incident#: 230412-004666
I will try to make this as simple as I can.

I was having issues with my original MyBookDuo in which I was having to rebuild my RAID1 more often that should have been. At least my data was still intact even though the rebuild took almost 10 hours. I finally gave up and returned my unit, RMA 60251424.

I received the new unit on February 17th 2023 and began using it that same night, no problems whatsoever. I would like to mention that my replacement unit DID NOT have WD RED NAS drives as my original unit did... not sure why.

This MyBookDuo is powered on around 9pm and powered off around 6am the next morning every night. I have had no issues since putting this replacement in use starting the night of February 17th, and Monday night April 10th was no exception, everything was fine.

Last night April 11th, I powered it on at 9:10pm and immediately got a solid yellow LED.
I powered it off, then on again but still not operational. I removed drive 1, powered on no help. I reinserted drive 1 and removed drive 2, powered on no help. I reinserted both drives and ran WD diagnostics and the drive indicated:
RAID Status Cannot Access Data
Drive 1 status Online
Drive 2 status Online
I resolved this issue by having to reformat the RAID1 (NTFS), which caused me to lose almost 2 months of backups in the process.

I assume this will happen again but I will wait for the next occurrence before I submit an RMA. What I would like to know is from the time I powered the unit down around 6am Tuesday and as I can remember the LED was its normal white to the time I powered it on around 9pm Tuesday night when the LED was yellow, HOW CAN THIS HAPPEN!! I couldn't even access my backups. What's the purpose of this RAID1 device if I can't rely on it.

Not a happy customer.
Removed each drive separately and restarted device. No difference
See the 3 images. Had to reformat the RAID1 losing all my backups.
Ran Quick Diagnostics and all is good.

4/13/2023
Received email from Tech Support wanting me to perform a lot of procedures.
I replied with the following:
Well, I ran the utilities you suggested. The dashboard short test ran for about 3 minutes and completed successfully. The dashboard long test ran for about a hour but only got to 90% where it sat for more than another hour with little or no CPU utilization, very little memory utilization, and no disk activity. I included snapshots from Task Manager.
I then ran the WD Drive Utilities where the short test ran about 3 minutes and the long test ran for 1 hr 7 minutes but only got to 90%. I let it run for another 45 minutes but it didn't appear to be doing anything so I cancelled it. I attached a screen shot at 90%. I am NOT going to remove the drives from the unit and attach a SATA cable since I find it hard to believe that both drives quit simultaneously. Preposterous! I can only speculate that the drive enclosure itself (hardware or software) caused this to happen.
As I mentioned in my initial request, I reformatted the RAID1 as NTFS and the unit is working NOW, but for how long. Also remember that this unit was from a previous RMA. I'm guessing that the replacement was a refurb since the drives that were installed in it were NOT WD Red NAS drives as was the case in my initial purchase. I'm kinda getting tired of this whole thing since I have already lost months of backups this time. You might say I really don't have a reliable backup.
I attached everything I could find including 2 log files in a .ZIP file. (Logs-041023-1230412-004666.zip)
04/17/2023
Haven't heard back since 4/13/2023

04/18/2023 (about 4pm)
Went to website any updated the incident indicating that I have not heard back from anyone. About 3pm received a call from Jason R, I described my problem... again. He asked me to take photos of the unit's label, drive 1 and drive 2 and update the website incident with the pictures, which I did. He is going to send me a whole new unit, drives included AT NO COST. We'll see.

04/19/2023
Received email from Jason R indicating he received the documents I sent. The rest of the email I didn't really understand but it sounds like it is being worked on.

04/21/2023
Went to website and posted that I did not understand the reply from 4/19/2023.

Jason R. called and said he would create a standard RMA (not an expedited one where they ship the device and when you receive it you then have 30 days to return the bad device.) It will be a refurbished unit with new drives (not WD Red). I received a shipping label. He said it could take up to 10 days to receive the replacement.
On 4/22/2023 9am dropped off the MyBooKDuo to UPS.

4/26/2023 Received at WD.







04/29/2023
RMA still shows Pending return.


When I click on View RMA Details I get this:

05/01/2023
Still haven't heard back so I called Support 7:00pm. Support was in the process of explaining what the problem was but we got disconnected. I called back at 7:15pm and talked to Max. Apparently there was some type of outage and things got screwed up.
Max said it was straightened out so my replacement drive should ship in 5-7 days? I also received an email from him.

05/03/2023
Received email from Max indicating that the testing of the unit will take 3 to 5 days and that my replacement should here in a few days!!! How is this possible?

05/05/2023
Website still shows RMA status as it was on 04/29/2023
07:43pm RMA status now shows that the received date for the returned item was 5/3/2023 when WD actually received the item on
4/26/2023 1:58pm 7 days later.

05/09/2023
As of 06:54am, RMA status is still received/processing

05/13/2023
As of 05:56am, RMA status is still received/processing

05/15/2023
As of 05:56am, RMA status is still received/processing. Sent complaint using website at 6:37am.











05/17/2023
05:35am
RMA status is still received/processing. The website doesn't even show the incident number.
The incident # for this RMA is 230412-004666 opened on 4/21/2023. Sent complaint using website at 5:53am





12:00pm
Called customer support at 10:20am. Talked to ??? (couldn't understand him very well), and he said I should receive a tracking ticket
in the next couple of days. He didn't have an answer when I asked him why it was taking so long. I also received an email, which was the same email I received from Max Ky on 5/3/2023. I DID NOT talk to Max Ky this time so apparently he just resent the same email.

05/18/2023
10:45am
Have not heard back on either of the complaints I submitted on the website on 5/15 or 5/17.

device failed during warranty. Purchased 10 months ago. Invoice they sent with product had wrong serial and product number. This number belonged to our 6 year old device that is now obsolete but somehow they used those numbers and now they will not honour the warranty.
Regarding "reachability" below, yes we could reach them, but not anyone that know anything or could help. They clearly didn't want to help and just wanted us to go away.

TO WD, AND THEIR CUSTOMERS: I just purchased the sixth and last Hard Disk Drive from WD. The warranty registration was a pain. It seemed to demand that I provide a "file" for the Proof of Purchase. It would NOT let me register my new 2T My Passport without it. I don't have time for crap like that. I will NEVER purchase anything from WD again, and I will avoid shopping at Micro Center because of this waste of my precious time. And, oh yes, the "FREE" Backup App doesn't work. Thanks for nothing.

Web site does not accept my telepbhone number. No explanation. I've had it for decades and it works. Tried to reset my password and did not get an email. Web site sucks. Can't register my product.

Western Digital support is non existent. While I think their products are good, support is nothing short of pathetic. I have been trying to resolve problems with a NAS for over a month. I am no closer to a resolution now than a month ago.

Worst service experience and faulty product from WD. Will never buy WD products going forward. Just everytime got fake promises which was never fulfilled

It took 6 weeks and numerous chats to get my WD solid state disk drive replaced aver it died. A very unpleasant and ridiculous procedure. Buying Seagate from now on. One of the worst warranty processes I have ever encountered.

WD 4TB Portable Drive

This drive failed during the warrantee period and I returned it under a RMA (I had to pay postage). WD confirmed that they received the returned drive on 30 November 2021. It now very nearly two months later and nothing has happened. The RMA status simple says "Received / Processing". I've contacted WD twice. The first time they said it was "global supply problems" and asked me to wait a little longer. The second time they have simply ignored me so far.

I've been trying to replace an internal drive on my WD server that was purchased in 2014. I contacted their online support and ordered a drive that they assured me would work with my server. It did not. I contacted them again and after being transferred from one dept to another, I was unable to find information on a replacement for my server. I have to say, in my experience WD has the absolute worst customer service. Their sales personnel must not have any training. This server is only 7 years old and I can't believe they do not carry a replacement drive for my server. If I had known I would be going through this I would never have purchased a WD server.

useless support, spent over an hour on the line and the call was dropped. Chat was no better as it says it was out of business hour and it wasnt.

Dont Buy Western Digital products!!!!!!
I have a MyCloud Home defected and return twice and returned has reused!
And had to pay to return it!!
Lost All my data for the second Time.
European Union Comsumer Defense will know about this.
DONT BUY!!!!!

Bought an HD external backup. It worked twice- once each six months, now it cannot backup at all. Spent 7 hours on-line, un installing, reinstalling, nothing works. It is useless now.

Appalling company.

Ordered hard disk direct from WD on the 14th August.
Received an order confirmation on the 14th stating most orders ship within 1 business day.
Received an email on the 17th of August stating my order had been shipped:-

Shipment Confirmation

Dear xxxxxxxxxxx
Your order is on the way.

Shipment Details

Order #: 025xxxxx
Order Date: Aug 14, 2020
Shipment Date: Aug 17, 2020
Tracking Number: 1Z97W1856xxxxxx
(Please allow 24 hours to track your shipment)

By 19th August the tracking was indicating that the items were still in the warehouse and all that had happened was that a 'label' had been created!

As this was supposed to be a birthday present for someone and time was moving on I contacted WD on the 19th and was advised that it may or may not be delivered by the 21st!

By lunchtime on the 20th it was still with WD with its label awaiting collection.

I contacted WD on the 20th and requested to cancel my order. I was advised that even though the order had not left their warehouse and they could not tell me when it was likely to leave their warehouse, I could not cancel the order!

Their recommendation was to wait for it to be delivered and then return it. So, I had to wait an undetermined amount of time for the items to be picked up and delivered to me so that I could then arrange for them to be recollected and returned to the warehouse that they are currently in....... ridiculous! (Not sure how environmentally friendly this process is but hey, at least they get to keep my money until it all gets sorted out, in their good time of course).

I pointed out that if I was a large organisation looking to fill a server farm with WD products they would have moved heaven and earth to ensure delivery was made but, unfortunately it is just me so, I must wait.

Their operative agreed!

When I asked to escalate the situation I was advised I could speak with a supervisor but I would be told exactly the same.

So, I am left without the product I have paid for, with no understanding of when, or if, they will arrive, but sure they will miss the deadline I needed them for.

I went with WD because I believed they were a reputable And reliable company, apparently not!

Will I use WD again, not while ducks still quack!

I have just purchased a MyCloud Home product - with a $15 discount off full retail - from Harvey Norman for which I sent in the warranty application along with proof of purchase as delivered by Harvey Norman with the product. It turns out that it has already "past its Used By Date" - so when I registered it with Western Digital it was declined as having been an expired product. Heads up that Harvey Norman are selling products online that have been in stock for longer than 3 years. Disappointing that WD won't honour that purchase even though it is a new product in the true sense for me as the purchaser.

2T USB passport hard drive failed 8 months into warrenty. Drive was used for backups of sensitive personal information...taxes, financial info, and medical info. WD will not replace the device unless I RETURN it along with a claim on business letterhead.

I am a private party, not a business, and I won't return the device since it cannot be accessed to delete backup information. Inability to access and delete data was confirmed by customer service rep during telephone discussions.

WD used to have superior products. Not any more. 2 TB Blue failed in 3 months. Replaced
under warranty. I had to pay 15.00 to ship the replaced drive to WD even though it was
under warranty. The replacement 2 TB arrived and was dead upon arrival. WD is replacing
the 2nd drive with another reconditioned one. I refused to pay 15.00 to have the 2nd one
returned so they reluctantly sent me a postage paid label.

When I received the replacement for three tries I hope it works.

I have been a WD customer for years as I am 82 years old but if the 3rd one fails within
warranty period I will never buy another WD product.

Hi
My cloud doesnt open the photos that are HEIC , it only opens photos that are jpg,
My email is [email protected]
Please let me know how can I have these photos open on my device.
Thank you
Jacklin

The WD Backup soft did not find my device (WD passport) even if WD discovery utility found it easily the drivers did install nicely.
I Checked the WD Web site, followed the recommendations, downloaded the last version of the backup app: still not working.
I then read that if the device is still not found I should download Acronis for WD do did I.
I ran Acronis for WD to find that the backup function is grayed out, I would have to buy the full product from WD!!! Isn't it a mafia behavior?
Now it is time to call customer service. Lost a lot time with an agent that had issue reading his script and he instruct me to reformat for an Apple computer. I am using Windows 7... Subsequently I was instructed anyway to reformat as NTFS: more than 3 hour for nothing still at square one. Then I got some trouble to get the case #. I was supposed to receive an email with more info and phone # in case the format will not work, I am still waiting.
I was and I am able to copy and erase files on the external drive but not to use the backup SW. After two unsuccessful long days I returned the drive to Best Buy: bye bye WD and welcome Seagate.

WD guarantee seems to be very generous. 2, 3, or 5 years. The 30 days on their recertified products gives me pause and questions what they define "RECERTIFIED" to mean

Western Digital Tech support doesn't even know how to turn on a computer. Always ask for level 2 tech support if you want something done. Of course, they will always blame you or your computer when you call them for problems.

Your "best case scenario" will be if they send you another device to replace the one that doesn't work, but, guess what! WILL BE A REFURBISHED ONE!, and you will be chasing your own tail until the original guaranty expires. GOOD LUCK!!!

WD customer service can be summed up in one word: useless
Whatever your issue, they just look for an excuse to blame something else: windows, your PC, etc. They offer no solutions or help whatsoever, it's just a waste of time

I concur with earlier criticisms of WD's ideas of customer service. I bought a 3TB My Cloud at the end of September 2015. It proved to be consistently unreliable, and has never functioned with my Mac as promised by WD. In particular, it does not work with Time Machine, and continually drops out. I have spent huge amounts of time resetting and reinstalling the device, achieving only limited success before it fails again. It has now failed completely. WD's "support" service first suggested that I should make sure I had plugged it in; then sent me two links which proved to be irrelevant. I have told them that I have completely lost faith in their product, and that I want a refund. Their response has been that they are sincerely sorry for my problems, but that they deal only with technical issues, and that it is up to me to try to persuade the retailer from whom I bought the device to give my money back. I am grateful for their sympathy, but some sign of an honorurable and constructive commercial attitude would have been even more welcome

I have been a big fan of seagate hdds for a few years now but I thought I would give western digital a shot. Boy was that one of the worse decisions I have ever made. My 1 Tb external drive failed which is normal but their support is horrible. They made me jump through so many hoops to end up not getting it fixed. I had it for only 8 months and they wouldn't believe me. They had a hard time processing my proof of purchase. I feel like they were trying their best not to pay for it. Never again. Going back to seagate!

customer service is so poor no help what so ever.

placed an order over a month ago for 2tb personal cloud and was in stock at the time.

still nothing received nor refund given after requesting was meant to be Christmas present but looks like I will have to source something else.

Since 1995 I have religiously used Western Digital hard drives in any computer I purchased because the drives are backed up by a 3 or 5 years warranty which I thought spoke to the reliability of the product. I have returned defective drives to them in the past and they have replaced the drives with simnilar items in a timely manner. Recently I returned two drives which were still under a 3 year warranty to Western Digital Canada in Toronto. While waiting for the replacement drives I moved and I asked Western Digital to send the replacements to my new address. Their support department said it was not possible to change the address because the Return Merchandise Authorization showed my old address so It was up to me to intercept the replacements when they were sent via UPS. When I asked them for a tracking number, Western Digital told me they didn't have any drives of the type to be replaced and so they had not sent anything yet. Over a month passes and a package arrives to my old address containing the old defective drives with a note saying the drive warranties were voided because of "Tampering". When I spoke to technical support at Western Digital I asked the technician what he thought constitutes "tampering" because the drives were never "tampered" with. He said tampering involves physically changing the drive to which I agreed. Then he said my old drives were tampered with according to the records there. When I asked to speak to his supervisor, another person with a heavy accent informed me that Western Digitals definition of tampering includes writing with a marker on the tiop of the drive case. I told him I had 8 hard drives, all Western Digital, and the writing corresponds with the drive letter and it does nothing to the drive itself. How does the letter effect the warranty I asked if western digital sold these returned drives to the public but couldn't do so if the drives had writing on them. He dinied the defective drives were sold but admitted they were reformatted and used as replacement warranty products. If the drives had a letter on the cover, they could be recycled as warranty replacements because it would be obvious the replacements being sent out to honour the warranty are used drives. My loyalty to Western Digital ended with that admission by the supervisor. When the Western Digital products I currently use "die" and it's lucky they last 3 years to begin with, I'll replace them with Seagate products.

I have a Western Digital MyCloud and I was struggling to put stuff on it and stream. I installed all the software and i was able to access the drive from my devices, but I couldn't play. I called customer support and in less than 10 minutes I was directed to what exactly I was doing wrong and I now have no problems with the device. The man that helped me spoke clearly and was very patient.

I have puchased a WD 2TB book in 2012. Few days back my hdd went into raw state windows was not even recognizing the hard disk.i have tried some methods to convert raw to other formats, instead the hard drive went into dead state,it was showing as uninitialized and offline. so i called WD CUSTOMER CARE and asked for a replacement. They have generated RMA NO. and replacement of the hard drive will be done. In my state there was no pick option for wd so i have packed(with out any cables) and shipped it to service centre.

15 days later they have send me a new hard drive with cables and even a new adaptor. it was working like a charm.
This is best service i got from any electronic manufacturer.

A BIG THANKS to WD INDIA.

I had just bought my passport ultra 1TB external hard drive, and I was having problems formatting it.
I called support and the support staff helped me format the external hard drive, and were very nice and polite.

I had a defective hard drive with 1tb of space. I had neglected to send it back for 6 months but I finnaly decided to send it back. The man on the phone was foreign, so he had a few troubles understanding me, but once that was sorted out they gave me a number and where to ship it. THe next few weeks they sent me back a drive. This one was 2tb. It works fine.

Great CS!

I had a WD passport that stoped worked working after someone in my house had dropped it on the floor.

I went online to their warranty service website, got an RMA, printed a pre-paid shipping label that i paid $6 for (which is acceptable) and shipped the HD without USB cable.

Got a recertified one with a new cable about 10 days later which is manufactured in Malaysia.

The whole process went pretty smooth and i didn't even have to talk to anyone anywhere.

I had a problem with my power cable to my 250 GB Go External Hard Drive. I phoned the Netherlands customer service on 00800 27549338 and spoke to Stefan.
The service was courteous and efficient and I will receive my replacement part within a week. They gave me a reference number to quote in case of any problems. Before I spoke to customer services I phoned the data capture people by mistake and they were equally helpful and pleasant. Happy with the service. By the way we should remember with these reviews that people who have had a bad experience are more likely to take the trouble to write one. Western Digital Customer Service was fine by me. Thanks Stefan.

Had a problem with a Passport 500GB portable HD. It stopped working. Very simple - called them - spoke to someing in India who spoke perfect English - and he just set me up to be sent a new Hard Drive. Could not have been better.

Helpful, I work in Tech Support for Apple. So it's all about how you talk to your rep. Trust me... call in guns blazing no one wants to help you. She hooked me up with a free replacement. Thanks mucho!