12-03-2020 10:21 AM
I bought 5 WD hard drives from bestbuy.com in February this year. Two of them have failed and I contacted WD about their warranty. The drives were manufactured in April 2017. I was not worried about it when I bought it new but WD says that they need additional verification that they were bought new. I started with your chat support and they said that I needed to call. On the calls they couldn't help but said that a supervisor would call. Two separate occasions they didn't call back. I'm very frustrated with Best Buy and I chose not to do any Christmas shopping with you this year.
Here is what Western Digital support says they need:
Based on your concern, please be informed due to the large gap in time, additional verification (e.g., written confirmation from place of purchase that the product was sold to you as new) is needed to validate your warranty service request
We will be waiting for written confirmation to proceed further. Thank you for your kind cooperation.
After running into dead ends with chat and phone I asked if they really need it and they reaffirmed their position.
How can I get a hold of someone that can address this issue. I imagine it is a short letter that is from Best Buy official. I can't imagine it would take much time and then I can stop calling customer service and taking up your time.
Thank you for your understanding and I look forward to resolve this quickly.
12-04-2020 04:46 PM
Welcome to our Best Buy forum community! We appreciate you taking the time to create a forum account to share this concern with us, although I wish your reason for reaching out was a happier one.
Having a product stop working as intended is never ideal, but it was smart of you to reach out to the manufacturer to see what options you had under the one-year warranty. That said, I can understand why it would be confusing to learn you needed a letter from the retailer confirming the hard-drives were brand new when you purchased them.
I appreciate you elaborating on that you provided Western Digital with the receipt for your transaction, as that was what I was going to recommend and try to help you track down. While I appreciate you contacting us with this request, your receipt is proof that the products were brand new at the time of the purchase, unless they were open-box, which would then be marked on the receipt.
While I know this is not the answer you were hoping for, we are not able to provide the manufacture with the letter you've requested. At this point, I recommend that you continue to work with the manufacturer to see what's possible.