Need some advice from my fellow sellers

[rothtechbydesign]

Hi guys. I have a bit of an issue and I need to get your input... At the beginning of August I sold a pc component (a harddrive) to a client on Carbonite. The drive was brand new, sealed in its original sleeve as we bought it from the supplier. Roughly 2 weeks later he sent me a message saying that he tested the hdd for interest sakes and it shows 1500 days usage. We honored our return policy and replaced the item for him. His sister came to us 2 weeks later to collect the replacement. My supplier opened the new harddrive in front of her, connected it and tested it. Health showed 100%, 0 days usage. She accepted the replacement and left. Now, about a week later, he comes with a story that when he first tested it it was fine, but when he tested it again (I have no idea why he tested it again when it showed 100% the first 2 times) the drive failed the test, then went back up to 99%, then dropped to 92%, and after format shows 100% again and then fluctuates. Now he wants a refund. I feel that when we handed him the replacement drive it was 100% and brand new, and the fact that he keeps testing it a week after it was given to him tells me that he knows something happened to the drive. But I have no proof, obviously. What do you guys think? My supplier feels he is not going to replace it again because it was 100% when he handed it over. I wouldnlike to know how you guys would have handled this situation... Thanx in advance.

 

[mujeeb1]

@Vertrix

 

[Vertrix]

@TheJudge @Oj0

 

[Sola Scriptura]

What make and model is the drive? what test is this that the drive failed?

 

[rinners]

Isn't there some diagnostics that the manufacturer can run on the drive to determine the cause?
I would just tell him you need to wait for the manufacturer to do so before deciding on the next step

 

[Scrooloose]

Sounds to me like this guy is taking you for a poes.

Either his test rig is poked, he has a faulty cable/PSU or his disk controller is frying hard disks. This latter issue happened to me, drives didn't last longer than 6 months. Turned out the on-board drive controller had an over voltage issue.

 

[rothtechbydesign]

I also need to add I have sold about 20 of these harddrives after that and no one had any issues with theirs, everyone is happy and their harddrives are working perfectly...

 

[rothtechbydesign]

What make and model is the drive? what test is this that the drive failed?

Sentinel was used to test apparently. The supplier also used Sentinel to test when they collected the replacement

 

[rothtechbydesign]

What make and model is the drive? what test is this that the drive failed?

Sorry, the drive is a WD Green 2TB HDD

 

[MR.C]

Not a reseller or dealer, but maybe you can charge him a handling/restocking fee.

Sent from my SM-N970F using Tapatalk

 

[Oj0]

I’m going to take a gander and say your “supplier” is just someone pawning off drives? No channel supplier is going to say “it worked when you collected, we’re not swapping it.” That’s not how warranties work.

 

[Oj0]

Sorry, the drive is a WD Green 2TB HDD

That narrows down the list of suppliers, assuming it’s channel. None will have the slightest issue even if they have to swap it out 10 times.

That said, this is an issue between you and your customer and what the supplier/“supplier” says is not the customer’s issue. If it’s a channel supplier, report them to WD. WD will authorize the RMA and give the supplier grief (been there, done that- suppliers don’t have a leg to stand on when authorisation comes from the top). If it’s a “supplier”, stop using non-official channels as you will end up losing out. Unless you can somehow prove the customer abused the drive in some way or another (and no, a hunch doesn’t cut it), the customer is entitled to replacement or refund at his/her discretion.

 

[rothtechbydesign]

I’m going to take a gander and say your “supplier” is just someone pawning off drives? No channel supplier is going to say “it worked when you collected, we’re not swapping it.” That’s not how warranties work.

My supplier is a reputable resale company that supplies directly from the importer.

 

[Oj0]

My supplier is a reputable resale company that supplies directly from the importer.

Wait, you’re buying from a retailer to... reretail?

 

[rothtechbydesign]

Wait, you’re buying from a retailer to... reretail?

He buys from the importers and wholesales to retailers.

 

[JellyFish007]

He buys from the importers and wholesales to retailers.

So the Middle Guy

 

[Oj0]

He buys from the importers and wholesales to retailers.

Ok, I’m out. I know all of WD’s channel partners and there is no “he” included. Good luck.

 

[∀Z‾soʇɐuɐɥ┴]

Whats the chances he is mining with the drives for a week and once the health starts dropping he wants a free replacement?

 

[JellyFish007]

Whats the chances he is mining with the drives for a week and once the health starts dropping he wants a free replacement?

But didn't Chia drop like mad the other day and everyone is now selling the drives off in bulk? Or did it pick up again? Atm it looks like low profitability.

 

[M@tree2]

But didn't Chia drop like mad the other day and everyone is now selling the drives off in bulk? Or did it pick up again? Atm it looks like low profitability.

Not low profitability if you keep getting a free replacement...

For legal reasons, this is a joke...

 

[JellyFish007]

Not low profitability if you keep getting a free replacement...

For legal reasons, this is a joke...

True. Does change things.

 

[M@tree2]

On a serious note though, is there not a tool the supplier can use to diagnose the previous use of the drive?

 

[Skylark]

It doesn't really matter what the end user claims, the supplier tests the drive and authorises a warranty claim or they don't.

So if the guy says the drive is broken let the supplier test it and take it from there.

 

[ThatGuyJD]

Is it even the same drive to start off with?

 

[𝐹𝓇𝒾𝓀𝓀𝒾𝑒𝒮𝓌𝒶𝑔]

He buys from the importers and wholesales to retailers.

"importers and wholesales" aka Chinese: Who reset the S.M.A.R.T data to make it look new and package it nicely only to discover it's fucked once you start copying data to it

 

[Spaffy]

"importers and wholesales" aka Chinese: Who reset the S.M.A.R.T data to make it look new and package it nicely only to discover it's fucked once you start copying data to it

Came to ask this.

 

[Areola Grande]

Drive comes with warranty.

Warranty should be honoured.

Caveat: If there is provable abuse or physical damage, that may not apply. That failing, replace the drive under warranty, as is the law. You know...the law? Remind your supplier of the law if need be. It isn't the customer's issue to resolve, it's yours. (Assuming no damage/abuse).

Fairly simple really.

 

[Gurshick]

Sounds to me like this guy is taking you for a poes.

Either his test rig is poked, he has a faulty cable/PSU or his disk controller is frying hard disks. This latter issue happened to me, drives didn't last longer than 6 months. Turned out the on-board drive controller had an over voltage issue.

Had a very similar issue where a drive reported wierd ass health ect, turns out my psu was on it's way out, replace the psu and new sata cable and still using that drive now about 5 years later.

Sent from my Redmi 8 using Tapatalk

 

[ThatGuyJD]

Could it be possible to contact other buyers and ask them to run tests on their received hard drives to see if it is a batch issue or a individual issue might help you and the buy identify if the issue is on his side as mentioned above or is it a issue with your supplier.

 

[rsifan]

"importers and wholesales" aka Chinese: Who reset the S.M.A.R.T data to make it look new and package it nicely only to discover it's fucked once you start copying data to it

Yep, bought a 'brand new' 4Tb drive with same issue, off Facebook Marketplace last year.

If it's too good to be true, it usually is