ComplaintsforSeagate Technology

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Seagate hard drive, which is malfunctioning. I called Seagate's customer support number. An electronic a voice answered. It was difficult to understand, parts of what it said were chopped off, and it seemed to list products other than mine. It referred me to ********, where I submitted a request for tech support for my Seagate hard drive on an on-line form. I received an email stating crudely: "****** ********* resolved this as Won't Do." They didn't even have the civility to word their reply politely. I request that they "WILL do." I will repeat my request below: "(1) 99% of the files stored in my Seagate hard drive have suddenly disappeared, leaving just 4 or 5. (2) I can no longer initiate continuous automatic backup because there is no button to turn it on. (3) I replaced this hard drive with a new one , but the same 4 or 5 files appeared and, again, there was no button to initiate continuous automatic backup…. I REALLY need someone to call me, to walk me through this issue. I’m only available at WEEKENDS. It needs to be someone who truly understands the issue (not a level 1 agent) and who understands and speaks clear English. The phone number: ************ (USA). I would really appreciate your assistance.

  Business response

  11/05/2024

  Mr. C**** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and Mr. C**** have agreed to a resolution of the issue and he  has been provided with Seagate’s contact information and direction to contact our chat support at ********************************* in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased an enterprise drive with a 5 year warranty. The drive died at year one. I did an advanced replacement and the drive showed up unusable. I proceeded to do a second replacement and the second drive showed up unusable. Speaking with customer support they refuse to send me a replacement that works. I just want a working replacement drive.

  Business response

  10/31/2024

  Mr. Southard  contacted the Better Business Bureau regarding an issue with his Seagate product. Seagate and Mr.Southard have reached an agreement to resolve the problem, and a resolution has been provided. Additionally, Seagate has shared contact information in case of any future issues. Seagate values its customers and regrets any inconvenience this matter may have caused. Seagate considers this issue answered.  
  

  Customer response

  10/31/2024

  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

  10/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a storage expansion card for **** from Seagate on 9/1/24. It was shipped on 9/3/24 via ***. It was apparently lost in transit. I filled a loss claim with *** on 9/15/24. I never heard anything. I contacted Seagate on 9/27/24 at which time they said they opened an investigation. They send me a stock email every couple days saying in slightly different ways that they are "working on" their investigation; the email address cannot be replied to. There is no phone number on the website to call them- you can only communicate via chat. I chatted with them on 10/5/24 and was told that I had to wait for a resolution of their investigation. I requested they either send a replacement product or refund my money and the rep flatly refused to do so (see attached screenshots). I contacted *** by phone that same evening and was eventually was able to speak to a person. He informed me that they contacted the shipper (Seagate) back on 9/15/24 when I filed my claim but never got a reply. So there is clearly no "investigation" going on if they have not so much as contacted *** when I filed my claim on 9/15/24 with *** or when I contacted Seagate on 9/27/24. I filed a fraud report with my bank on 10/6/24 and included supporting documents, many of which I have attached to this complaint. I called today (10/16/24) to get an update, and the bank employee said that the claim is still in progress as they have not been successful at contacting anyone at Seagate. The company has my money, I have no product, they have been fabricating a claim of "investigating" a lost package without contacting the company that lost it, and are refusing to give me either what I purchased or a refund. I just want my money back at this point.

  Business response

  10/24/2024

  Mrs. H***** contacted the Better Business Bureau regarding an issue with her Seagate order. Seagate and Mrs. H***** have agreed to a resolution, and she has been given Seagate's contact information for any future concerns. Seagate values its customers and regrets any inconvenience caused. Seagate considers this issue resolved. 
  

  Customer response

  10/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  On 10/23/24, I received the following message from Seagate: 

  Dear Elizabeth H*****
  Thank you for contacting Seagate regarding your missing order shipment and refund request. We are very sorry that yours was not the exceptional buying experience our customers deserve. Please see below the steps that were taken to attempt to resolve this issue in as timely a manner as was possible.
  Understanding that your shipment had not been received, Seagate initiated a tracer request with *** on 09/26/24 to confirm the status of the shipment. *** responded to us on 09/27/24 by forwarding the email they sent to you regarding the loss claim you opened with them. Since we didn’t receive additional information from *** regarding the tracer request, we initiated our own refund claim with our shipper on 09/30/24 in the amount of $85.14. Because this process requires 15 business days to complete, the shipper provided the credit memo to Seagate on 10/18/24. We then opened a refund claim with ******* ***** on 10/22/24 for $85.14. ******* ***** notified us on 10/22/24 that due to the charge reversal you initiated with your bank, these funds were already sent back to you on 10/15/24.
  
  Unfortunately, since ******* ***** no longer has those funds, we cannot create a refund order for you in our systems. Seagate regrets any inconvenience and frustration this issue may have caused. We would appreciate the opportunity to serve you again in the future. Should you choose to do so, please use the coupon code below for a 10% discount* on your next purchase.
   
  ***************
  *Please note this single use code is valid for 30 days and can be used on any product excluding *** products and products that currently reflect a sale price on our online store.
  Should you have any questions or require assistance, please connect with us through our messaging channel at ***********. We are more than happy to help!

   

  I do not know who ******* ***** is or how they are involved in any of this. Regardless, it took opening a BBB complaint and filing a fraud claim with my bank to get any information out of Seagate at all. Their reply makes no sense and the dates do not line up. *** told me on 10/5/24 that they never received a reply to their original claim on 9/15/24. Additionally, I contacted Seagate on 10/5/24 and was told that the investigation was "ongoing." If a refund claim was initiated on 9/30/24, why would I have been given no information on 10/5/24, and why would *** say they had never gotten a reply from Seagate? They subsequently emailed me the next day (10/24/24) to inform me the case was "closed". 

  Regardless, I do not know what they're talking about when they say we have "agreed to a resolution." We have agreed to nothing, and I STILL have neither product nor money from any avenue, be it my bank, Seagate, ***, or whomever "******* *****" is. They also are untruthful in saying I have their "contact information". The email address they send everything to does not accept replies (despite each message from them saying at the end "we look forward to your response), they have no public phone number or email address that does accept replies, and the only way to communicate with them is via online chat, which has been entirely unhelpful. 

  
  Sincerely,
  
  Elizabeth H*****

  Business response

  11/06/2024

  Mrs. H***** contacted the Better Business Bureau regarding an issue with her Seagate order. Seagate and Mrs. H***** have agreed to a resolution, and she has been provided with Seagate’s contact information. Seagate values its customers and regrets any inconvenience caused. Seagate will continue to work with Mrs. H***** internally.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased 8 Seagate EXOS *************************** 2023 - One of the drive cannot be even identified by the Seagate as valid S/N, the other one they say to contact the place of purchase. The place of purchase say that is entirely Seagate issue

  Business response

  10/21/2024

  Mr. **** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and Mr. **** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues.Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a an external hard drive for **** ****** *. I decided I wanted to return it. There is no customer service phone number available at all. So I went onto their chat service to do a simple return. I never opened the package so it was in brand new condition. The first time it took me a few hours of getting transferred from person to person getting hung up on a few times in between trying to get a return shipping label. They finally said yes I can get one but I hadn’t received the package yet in the mail so I had to do this over again when I got the actual package. That’s fine. So then when I received the package I spent 10 more hours on my day off pretty much all day getting transferred from person to person who had no clue what they were doing or what I was telling them to get a return shipping label. Finally I got one. Now today I tracked the package and it turns out the address on my shipping label does not exist anymore. I have the official email from Seagate saved and the shipping label. *** says they moved. I spent about 2 hours today trying to get someone who had any clue what they are supposed to do or who I am even though the chat takes all my information every time I log in. I think honestly they do this to a lot of people to try and avoid returns or refunds. I’ve seen the reviews for this place and tons of people have had this same experience. Finally when I threatened a lawsuit the chat person put the supervisor on. I told him can you just give me the $87 refund so I can go on with my life. Now he says he’s sending it to a different department and they will get in touch with me sometime soon. It’s a simple return right? The item has never been opened. Hours and hours of my time to get a simple return and refund. This company is doing things illegally to avoid refunds and whatever else in my opinion. They’ve done this to tons of people

  Business response

  10/16/2024

  Mr. S******** contacted the Better Business Bureau because he had an issue with his Seagate order. Seagate and Mr. S******** have  agreed to a resolution. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue resolved.

  Customer response

  10/17/2024

  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,
  
  Jeremy S********

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a product from this company and returned it and now it has been over a month and I am continuously told that they are investigating it. It shows in their system and on my end that they receive the return and everything is good. I want my refund and they are no help.

  Business response

  10/10/2024

  Mr. H******* contacted the Better Business Bureau because he had an issue with his Seagate order. Seagate and Mr. H******* have agreed to a resolution. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue resolved.  
  
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 Seagate Iron Wolf Hard drives for my Network attached storage device in April of 2022 from Amazon. Both have failed in the last month. I chatted with a Seagate person online since you can not speak to a human. They told me they would not take care of them and the problem was Amazon's. Amazon would not take care of it and told me the issue was Seagate's. I am getting the run around and I don't like it. I have proof stating that there is a 5 year warranty on Amazon's website. I am stuck no one will take responsibility for these bad drives and I will be seeking legal action for the aggravation you are causing me.

  Business response

  09/13/2024

  ********************** contacted the Better Business Bureau because he had an issue with his Seagate product.Seagate and ********************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues.Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.  

  Customer response

  09/14/2024

  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Seagate on Ma 27, 2024 to get a replacement for a drive that had failed as it was still under warranty. I followed the instruction provided to me and was informed that I would receive the replacement within 30 days. No response was received for almost 2 months. I contacted Seagate's customer service on July 15, 2024 and was informed my package was delivered but they had lost it and I had to submit a proof a delivery. Every since then I have been given the run around that they are "working on it" as a "high priority." However, I still have yet to receive my replacement drive as per their warranty agreement and no one can provide specific information as to what is taking so long. I returned my device on good faith that they would honor their warranty and have experienced nothing but poor communication and customer service.

  Business response

  08/30/2024

  Mr. F** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and Mr. F** have agreed to a resolution of the issue and he has been provided with Seagate’s contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue answered.  

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business has replaced the product as per the original agreement and responded to my inquiries. 
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Returned a defective hard disk to Seagate...and it was received by them, on April 24, 2024, according to ****..Seagate RMA #IR60150606 **** Tracking #**********************.Sent them a written inquiry in Late June 2024, and received no response.Spent almost an hour on the chat with a Seagate rep named **** today, with absolutely no resolution. I provided him a copy of the **** page showing the tracking number and where it was received by Seagate in ********, **. He then proceeded to ask me to secure yet another **** form, and TBH....I have run out of time and patience with their run-arounds after 90 days of waiting.Thank you.

  Business response

  07/17/2024

  ********************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and ********************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.  

  Customer response

  07/17/2024

  Better Business Bureau:
  I am conditionally accepting the resolution that is dependent the receipt of the replacement drive promised by Seagate today. They sent an automated tracking number in advance. I will say that this representative quickly understood what had happened on their end and noted that they apparently "found" the defective drive that I returned.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; AS CONDITIONED ABOVE.

  Many thanks to the BBB for their efforts on my behalf!

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started an RMA and sent to the address that the website told me to. Hours later I get an email with further instructions on where to send it and including an RMA number. This was not mentioned on the website but only the email. I had already shipped it at this point. They can't find it despite having received by a "Robert" at their warehouse at the HQ.

  Business response

  07/11/2024

  Mr. Y******** contacted the Better Business Bureau regarding an issue with his Seagate product. Seagate and Mr.Y******** have reached an agreement to resolve the problem, and a resolution has been provided. Additionally, Seagate has shared contact information in case of any future issues. Seagate values its customers and regrets any inconvenience this matter may have caused. Seagate considers this issue answered. 
  

  Customer response

  07/12/2024

  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,
  
  Adam Y********

*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. ↩