the girlfriend experience_title sequence + motion graphics https://t.co/Jfpy05M0Oz

Apparently they're on a new system and no one seems to know how it works. It also seems to just not work. Hopefully, now that the payment went through, I will eventually get my replacement drive. I won't be buying any more @Seagate drives, though. @westerndigital for life.

This last person decided to try the same process again. The fifth time is the charm apparently. The email to pay for the RMA exchange finally came through and I was able to pay. I asked if she had done anything differently and why it would have suddenly worked. She had no idea.

I really got the feeling that no one in support has ever been through the RMA process or has ever visited the support section of the @Seagate web site.

Eventually they had to leave and connected me with another person. I explained everything again, this time with as many screenshots and extra information as possible to explain what was happening.

I would always get a confirmation email for the RMA (so I knew their emails were coming through), but never the email to prompt me to pay. Each time the RMA would be put on hold for lack of payment.

So they tried again. And again. Then tried to a different email account on a different service. Nothing. All of this happened over the course of another couple hours where they would frequently disappear for several minutes at a time to talk with someone about it.

The next morning I was able to contact support via the chat again (after much trouble) and gave them my case number and went through the whole thing again. This person determined they just needed to cancel and recreate the RMA again and then I'd get the email. It didn't work.

I tried to get back on the support chat but could not get connected to an agent for the rest of the day, and the button on the site to initiate the chat was no longer there. At this point I'd spent at least a few hours back and forth with them.

The second person determined that the credit card was never charged and the RMA was put on hold. They cancelled and recreated the RMA and said I'd receive an email with a link to pay. This payment had to be completed within an hour. The email never came.

I contacted support. The only support option I could find was online chat, but that's fine. The first person I talked to took a while to figure out what was going on, but wasn't much help, then connected me to another person.

It was too fast to read, so I had to screen record it and go frame by frame to see what it said: the order was still pending. This was almost two weeks after I initially started the RMA.

The new drive never arrived. I waited and waited. Then tried checking the RMA status but it wouldn't load. I noticed it would flash the information on the screen for less than a second before going to a loading screen that would never end.

When I could submit the RMA on the web site, I paid extra for the Advanced Replacement Option where they send you a new drive and you send yours back in the box the new one arrived in. (Western Digital used to provide this for free with their drives. Not sure if they still do.)

But that's 50% of the drives being bad. Not very reassuring. I went to the @Seagate support site to start the RMA process and it was closed for almost a week. Not very reassuring.

Out of 4 drives, one arrived with a bent connector and had to be exchanged with the retailer. A second one died after a few weeks. These drives have a 5 year warranty, so not the end of the world even if it is frustrating. That is, if you can get a replacement.

Just recently bought 4 @Seagate Ironwolf Pro hard drives and it has been a very successful demonstration in how not to run customer service/support and how to convince someone to never buy your products again. (thread)

One day someone should start a religion based on the teachings of Jesus Christ.

never forget.

One time, on our honeymoon, @emilymarieloise and I shot a product launch video for @meris_us. Then @vanityset added the musical magic. https://t.co/uXyGAYfqlr