Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/23/2023 I contacted Western Digital regarding a My Cloud Duo 12 TB that I had purchased from Best Buy about two week earlier. The drive stopped working so I contacted customer support and got an RMA to return the drive to WD. I have call multiple time regarding my replacement and to this date I have not received my replacement drive. Each time I call I am told that my case is being elevated and I should receive a new drive in next 5 business days. I am totally frustrated as Im out of pocket over $399 and dont have a drive to back up my files. I would like my replacement drive sent to me ASAP

  Business Response

  Date: 05/11/2023

  Thank you for providing the communication for your case ******** for ***************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their My Cloud Home Duo 12TB external storage device for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to *************************** using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. We shipped a replacement product to the customer on Thursday, May 11, 2023. We apologize for the delay and inconvenience caused to the customer.
  
  If *************************** wishes to discuss this further, customer can contact ** directly by calling WD Support at **************
  
  

  Customer Answer

  Date: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will keep an eye out for my new drive as promised in the next 5 business, if I dont get it I will file another complaint. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference # ******-041303. I am very disappointed with the company. Not only for my WD_BLACK D30 2 TB drive to fail less than a year in but also for the lack of commitment by WD to getting this issue resolved. I have been told this is incident has been escalated, the senior team is working on this, expect a call in 2-3 business days, we will provide you the **** ******** ***** silence on their end. I provided all the documents they needed picture of the serial number, proof of purchase etc. I have called customer service multiple times and followed up with emails and not getting any response and still waiting on the **** the last update after submitting picture of serial number on March ******* was over the phone saying they are working on it. This is unacceptable and i want to know when I will get the *** to send over so i can get a replacement. This is no way to treat your customers and before this I thought highly of WD. I expect this to be remedied.

  Business Response

  Date: 11/02/2023

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their *************** ******* Game Drive for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to ************************* using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. We shipped a replacement product to the customer on Tuesday, May 23, 2023. We apologize for any delay or inconvenience caused to customer as we resolved the warranty claim.
  
  If ************************* wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

  Customer Answer

  Date: 11/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around 8 months ago, I bought a Western Digital brand external hard drive. A few months later, I started having issues with the drive, which made the product highly impractical to use, so I contacted customer support. They responded back to me, and they tried to help me resolve the issue, but nothing they did actually resolved my issue. We had been going back and forth for months. On March 13th, they sent me an email saying "this issue has been escalated to our engineering team for further review and possible duplication". On March 21, since hearing no update, I emailed them requesting a response/update. On March 24, again, after receiving no response, I sent them another email. They then tried calling me, but I was busy at the time they called. So, they sent me an email asking for the times at which I was available. I responded accordingly. However, they then called me OUTSIDE OF the hours at which I had said I was available. On March 28th, they sent me another email saying "this issue has been escalated to our engineering team for further review and possible duplication". After receiving no response, I sent them another email on April 5th asking them when they would have a solution to my issue, and then I sent another one on April 12th (still after no response). They then responded on April 12th, "your concern is still under review by our team. We will share the updates shortly". On April 13th (after hearing no response) I tried emailing them again for an update/response. It is now April 19th, and I have since heard no response. I have been emailing them for many weeks, and they have failed to resolve my issue in any way. The reference number for the case given by Western Digital is 221220-003532

  Business Response

  Date: 04/24/2023

  Thank you for providing the communication for your case ******** for ***********************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer is trying to use an "Auto-Unlock" software feature provided with their product that is not working as intended. The problem reported by customer has been escalated internally to our engineering team for further review, any fix would come in the form of a software update. The support case shows that we provided technical support and guidance regarding this matter, and it was determined that the physical storage device required replacing, a warranty claim initiated, and the replacement delivered to the customer on February 2, 2023. In addition, we understand the customer can utilize the physical storage device and the associated software by manually unlocking the product.
  
  Here is a WD knowledge base article with troubleshooting information. WD Security Password Protected Drive Auto Unlock Not Working -- (***********************************************************)
  
  We apologize for the inconvenience and thank you for your patience and understanding
  
  If *********************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***: ********** Part # **140EFGX-68B0GN0 Serial # ******** Returned a hard drive for warranty repair on 03/06/23 I received the following email on 03/30/23 After inspection, it has been determined that this product does not meet warranty eligibility requirements under the ** warranty policy and is being returned to you.If the reason for refusal is either Drive Damaged, Non-** Product, or Improper Packaging; this return reflects **s final determination of your warranty eligibility and this product can no longer be returned to **.I emailed them and asked to returned the drive with a detailed explanation as to why the warranty was denied.As of of today I have not received the hard drive, I have contacted them on numerous via chat and have received MANY excuses the latest being...I apologize to inform you that Western Digital is still experiencing a service outage due to which we are unable to create a warranty replacement and process the existing ***. We are working to restore service, once the outage is cleared, we will start processing the *** cases. I would request you to allow ** some time. Your time and patience is really appreciated.We completely understand your situation that this thing is affecting your work and its disappointing that the services are not back on the track yet. Our team is still continuously working to get back ******************* and we will follow up over the email, once the outage is cleared. We apologize for any inconvenience this may cause and appreciate your patience.

  Business Response

  Date: 04/20/2023

  Thank you for providing the communication for your case ******** for *****************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their WD Red Pro 14TB internal hard drive. for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to ***************** using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. After physical inspection, we found the product to have been damaged. Our policy is not to replace products that violate our warranty. After case evaluation, we are not able to honor the customers warranty claim for a replacement and the original product will be scheduled to be returned to the customer at the customers request. Due to internal system service interruption customer will experience delay and we apologize for the inconvenience.
  
  If ***************** wishes to discuss this further, customer can contact ** directly by calling WD Support at **************
  
  

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19957741
  
  I am rejecting this response because:
  
  I have called and online chatted with them for weeks.

  I had asked for the return of the drive prior to their internal security system breach.

  Their issues should not become mine.

  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a WD My Cloud Home server that I can't access because Western Digital hasn't rectified the issue yet. Apparently WD's network security was breached and we've been without service for 5 days now, since the April 3rd. They said it was temporary and that they are working on it, but nothing has been done so we can access our files. They said they would update daily but there hasn't been an update since the 3rd. They knew about this data breach days before it went down, they should have notified their customers of the issue and we would have transferred files to a different drive or backed up differently, but they did not let anyone know of the problem until it was too late.My son has the same drive with EVERYTHING on it, his business is in complete limbo because of this. He could lose his business due to WD's failure to communicate with their customers and fix the data breach and get us back up and running.WD needs to finish the job and get the My Cloud Home working again.

  Business Response

  Date: 04/19/2023

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did not locate a case for the customer as they have not contacted us directly for assistance.
  
  Service interruption that is preventing customers from accessing the My Cloud, My Cloud Home Duo, My Cloud OS5, SanDisk ibi, SanDisk Ixpand ************************* In addtition, instructions to enable local network access without cloud services can be located in the ** knowledge base article ID# ***** -- (***********************************************************)
  
  If ************************* wishes to troubleshoot their ** product, customer can contact us directly by calling ** Support at **************
  
  

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Western Digitals data was breached. They have shut down all services including no access to files. They shut down services April 2, and have not told their customers anything. They have a generic response they copy and paste but no real answers or timelines of when their customers can have access to their data again. They need to be having active lines of communication and giving timelines. Many of us cannot operate our businesses because all of our data is on their servers theyve locked down.

  Business Response

  Date: 04/19/2023

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did not locate a case for the customer as they have not contacted us directly for assistance.
  
  If ************************* wishes to troubleshoot their WD product, customer can contact us directly by calling WD Support at **************

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been locked out of my MyCloud drive and all access to my personal data stored for more than a week. This drive contains personal and professional data that is critical to day to day business. Multiple attempts to gain answers regarding return to service and/or immediate workaround to gain access to my data have gone unanswered and Western Digital is non responsive. This is unacceptable and I deserve and demand immediate answers.

  Business Response

  Date: 04/19/2023

  The case number ******** indicates the customer is not able to access their WD My Cloud Personal Network Attached Storage device. On 4/7/2023 customer was notified via email of the service interruption that is preventing customers from accessing the My Cloud, My Cloud Home Duo, My Cloud OS5, SanDisk ibi, SanDisk Ixpand ************************* In addtition, instructions to enable local network access without cloud services was included in the email communication while we work to restore cloud service. We apologize for any inconvenience this may cause and appreciate your patience.
  
  If *********************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent in external HDD for RMA warranty replacement on 3/13/23. As advised I purchased return label . Tracking shows that drive arrived to WD on 03/16/2023. Western digital could not give me an answer as to where my return was until 03/21. They received it and ****************************** change on their website I reached out multiple times and each time I was assured by CSR and one supervisor that a new replacement drive was to be mailed within 5-7 business days. Then to 03/29/2023 status on my RMA changed to closed. I have reached out to WD again and was told my my hard drive is not eligible for replacement as it was counterfeit ?! I have contacted CSR few times since and each time have been told they have elevated the issue and that I would get a transcript of our conversation in my email. It's been more then 15 days since I have sent my drive and I just want an answer as to what happened as well as to actually receive my replacement hard drive. I am loyal WD user for more than ************************************************************* any warranty replacement .

  Business Response

  Date: 04/05/2023

  Thank you for providing the communication for your case ******** for ***********************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their G-Raid 12TB external storage device for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to *********************** using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. After physical inspection, we found the products to have been tampered. Our policy is not to replace products that have been open or have physical damage as that is outside of our warranty. The customers warranty claim is under review, WD support will reach out to the customer when a resolution can be offer. Customer will experience delay due to current WD system outage and ask for the customers patience and understanding as we work to resolve this matter.
  
  If *********************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4 TB SanDisk drive drive from *********. I don't back photos up often and the 2nd time I used it (after the 30-day return period), it overheated and would no longer connect to my computer. The drive cost $435.23 and was less than 3 months old As I couldn't return it to ***, contacted SanDisk looking for a replacement prior to a trip. After multiple calls and several emails with the company, they agreed to send a replacement (in fact promised to rush it so it would arrive before they holiday) and a label/some way to return the broken drive: 1) I never received a tracking number or a replacement disk 2) I have no way to return the broken one 3) Western Digital never responded to several follow-*** indicating the replacement hadn't arrived As the product was faulty and service non-existent, I would like a full refund for 2x the purchase price (to compensate for my time and the hassle) and not another failed attempt at a replacement. Please note I have removed my address and full name from the documents attached (address is in the login info).

  Business Response

  Date: 03/27/2023

  Thank you for providing the communication for your case ******** for ***********************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Extreme Pro Portable SSD 4TB for replacement. Our case notes indicate we approved an RMA for the product. On Tuesday, February 14, 2023 we sent an approval email to *********************************** using the email on record. We provided instructions on how to return the product and a **** shipping label to facilitate the return. To date we have not received the failed product from the customer, thus have not been able to fulfill the customers warranty claim. We ask that they return the failed product to WD/SanDisk at their earliest convenience so we can process and fulfill the warranty claim
  
  Please refer to the SanDisk section of Western Digital brand/product warranty policy located here: ********************************************************************
  
  If *********************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After being brought on to a project as an independent contractor utilizing this $7,000 raid unit, I plugged the device in only to find the unit no longer works. I promptly contacted support only to be strung along sincerely the worst support experience I've ever had in my life. I spent weeks attempting to file an Advanced RMA, which has been offered and covered with this purchase, both the ** website and support agents were never able to submit one and a Standard RMA was opted for. The standard RMA, which was supposedly a simpler process, also took noticeably longer than ** claims only to be sent an incomplete product. Finally, after days of pulling teeth getting the remaining parts to use the product, the exact same issue I had originally is still present. Given that there is sincerely no other solution, as the data can not be used in another product or recovered, I contacted support once again. This time, once again being strung along the same horrible cycle of agents who aren't familiar with the product, actively remove our incident history making it nearly impossible to track any information from our support experiences, and blatantly not following up or completing tasks they claim they will. Even after contacting their ************************** relaying all of these experiences absolutely no change has been seen. I'm now getting support from someone who supposedly knows the product only to be given incorrect guides relying on systems I don't have and taking a day to respond each time.To this day, after 3 months of actively trying to get the raid unit to work to finish the project I was hired for, I have not been able to take a single step forward. With the inaccessible data on the unit costing more than 100x the value of the product itself, I'm genuinely convinced ** doesn't do their due diligence to ensure their own slogan of "Put your life in it" is possible or a responsible decision.Any help at all would be greatly appreciated.Thanks,********

  Business Response

  Date: 03/27/2023

  Thank you for providing the communication for your case ******** for ***********************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Extreme Pro Portable SSD 4TB for replacement. Our case notes indicate we approved an RMA for the product. On Tuesday, February 14, 2023 we sent an approval email to *********************************** using the email on record. We provided instructions on how to return the product and a **** shipping label to facilitate the return. To date we have not received the failed product from the customer, thus have not been able to fulfill the customers warranty claim. We ask that they return the failed product to WD at their earliest convenience so we can process and fulfill the warranty claim
  
  Please refer to the SanDisk section of Western Digital brand/product warranty policy located here: ********************************************************************
  
  If *********************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************