Hung up on after: 1:06:13

I called Western Digital to request an RMA for a device i got that was defective when I opened it. Their robotic service directed me quickly to a representative who is to help me get my RMA supposedly.

We have not yet even addressed what is wrong with the device. He asked for my name and the serial number on the device. After I gave him my serial number, he told me that he had to put me on hold. It has been about 50 minutes since he put me on hold so I thought I would live blog the action. I wonder how long it is going to take after he comes back and I actually tell him what is wrong with the device. Also, with the information I gave him, what in the world could take him so long? All he should need to do is look up my device, right? I think he went to lunch.

12:49 PM (54:40 call time) – Still on hold.

12:51 PM (57:29 call time) – Still on hold.

Background. I received a Western Digital 500 GB passport for Christmas. It was defective out of the box. It is a plug-and-play external hard drive and when I connect it to a computer, it comes up as an unrecognized USB device. After scouring the internet, this seems to be the response of a defective hard drive. You now know more than the customer service rep does about the problem. I have never registered the device because it was defective out of the box, so I don’t have a prior customer service account or anything with them.

12:53 PM (59:33 call time) – Still on hold.

At times like this I wonder what he is doing. Do you think he is joking with his friends? There is no way he is working on my case. Maybe he is working with another person? Then why would he take my call in the first place? Rob, I am excited to hear your insight into these situations. I know your tech support is completely different, but what is realistically going on on the other end?

12:56 PM (1:02:13 call time) – Still on hold.

1:00 PM (1:06:13 call time) – Hung up on.

Now that is a little frustrating. Calling back.

1:01 PM (1:23 call time) – Being forwarded from robotic to support line.

1:03 PM (2:42 call time) – Put on hold before getting to a rep. They are playing Yanni.

1:05 PM (4:26 call time) – Got a rep. No record of my previous call. He is pulling the record of the of the drive. It was immediate.

1:09 PM (8:26 call time) – Already processing an RMA. Other guy must have just screwed up. The end.

Tags: Customer Support, Sucks, Western Digital

This entry was posted on Tuesday, February 9th, 2010 at 1:51 pm and is filed under Some Pulp. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.