64 replies to this topic

[hansolo77]

Lol get this. So originally I sent an email support request because the website was not functioning when I tried to process the RMA. The website was able to confirm for me that the drive was still in warranty. I screen captured that detail, and forwarded it with the original email request. I told them I knew the drive was in warranty, but their website wasn't working to process RMA requests. Of course, I was able to make it work an hour or so later, so my email support was no longer needed. But the funny thing is what they actually replied back to me:

Thank you for choosing Seagate. I do apologize for the inconveniences you are having. Here is your drive information
Serial 9VP6LY7H
Product    Seagate
    Serial ATA Drives
    Barracuda
Model Number    ST310005N1A1AS-RK
Part Number    9BX1A8-572
Warranty Status    In Warranty
Warranty End Date    05/26/2015
Use this drive information when processing your rma online. If you still have issues, contact an agent and let us process the rma for you.
In case you need to contact us, this is your case number:  02208780
When you contact us, refer to this case number and your information will be available to the agent for faster service for you.
Seagate Support

Lol! So I ripped into them and told them their support was not only untimely and unneccessary, but also NOT SUPPORTIVE!

[Draco1962]

I know it is kinda sad that the web site does not function right, etc., but, coming from a tech and customer service background, the behaviour you are expressing kinda makes you sound like a douche. As frustrating as some of the offshore support can be, and trust me, I have to deal with them a lot, they are people doing their best within the scope of the job they have to perform.

[hansolo77]

Well, the thing about it is.. this wasn't some offshore support. The email came from Texas, and the details in the email header confirmed it. This was just some moron who didn't take the time read the email or look at the picture. You have to submit the details about your hardware prior to even sending the email in the form. So of course I know what my model and serial numbers are. Why reply them back to me? And why not answer my question I posed to them? I'm not being a douche. They just need to get their stuff together and answer the question they're asked instead of just replying 'whatever' to make an attempt at providing service.

I worked in a tech support call center for like 10 years. I know the stuff they make you go through. And when I took email issues, I payed attention the guy on the other end. He's not some moron if he knows how to send emails. 9 times out of 10 though, it's some idiot who's rushed to go to break and doesn't want to be bothered with escalating the issue to the appropriate department. My message I sent them never said anything aside from the fact that their RMA website was broken on the 2nd page. They obviously fixed it because I was able to finish it on my own. It's just hilarious that they reply with the drive details, which I provided to them in the first place.

[nullPointer]

To be honest this looks like nothing more than an automated response telling you that a support ticket was created. Most corporations these days like to push the personal one-to-one support angle, so if you’re dealing with an actual person they often include a first name, email, and (maybe) a phone number. The message you got seems to translate as

Quote

Hi this is the Seagate Support Database! Thanks for using Seagate. I apologize for your recent difficulties.

Here’s all the information you entered into my web form (salted with warranty info from my friend the internal database). I’ve created an ID for your claim and entered your info into my tables.

If you are particularly enraged please contact a real person.

Thanks and Too-Da-Loo!

Typically this message is followed up by a response from an actual person in x days / weeks. I dunno, seems like pretty typical tech support to me. Certainly not saying it’s great or anything, but what can you do?

[hansolo77]

Well to be honest... there was more to the email. He did include his name, and the address/phone of where the support center was located. I took those out for anonimity. But yeah, he clearly didn't understand what the reason for my email was. It's all water under the bridge now. Don't really care anymore. Just waiting for my drive.