Hard Drive returns, Is this normal ???

[slickric21]

Well my Samsung HD501LJ which I have had since 11th feb 08 has died.

I have run the 'hutil' diagnostic tool from Samsung and it returned many errors

Simple read/write = error abort command
simple surface scan = error mmc error
full read surface scan = x 8 mmc errors

The tool then recommended a low level format to try to fix itself. It got part way through then just stopped dead and froze.
Now the drive isn't even recognised by windows or dos.

So I phoned up Scan returns who said its not there responsibility as i've had the drive for over 28 days, ring REXO.
Phoned REXO who have told me to go through their online returns procedure which i'm doing.

The thing is I have to pay for all the carriage charges for the return and replacement of the new drive, is this normal ?
The drive is definatley faulty why should I pay anything ?

[not_my_ip]

I would thing that you should not pay anything as long as it is in warranty period, as it is in this case.

And as well as far as I know retailer suppose to deal with it for 1st year of warranty. I bought HDD few days ago, in local shop and they told me - 1st year us and than Samsung. So Scan should do the same, but probably dealing with rexo directly will speed up these process.

[Agent]

You pay return carriage - its in the T&C's I've never carriage having to be paid for the new drive to come back to you, maybe thats a Rexo thing?

I'm not sure who you spoke to about the 28 days and it "not there responsibility", because thats not true. Sounds like someone was having a bad day. Scan are very good with RMA's usually
It may be quicker to deal with Rexo (whoever they are?), but Scan will change it if you ask them to.

[Nickg]

thats the kind of bad customer service advice that overclockers provide.

Scan is the retailer. Scan has contract with Customer. Customer issues should be dealt with within the terms of that consumer contract.

What scan do afterwards and who their return rights are with has nothing to do with the customer.

[neonplanet40]

Ive had three of these drives die. never again will i buy a Samsung. Their RMA (REXO) is excellent though ill give them that. You pay to deliver it to them. They pay the return cost. Thats how RMA's work.

[slickric21]

Ive had three of these drives die. never again will i buy a Samsung. Their RMA (REXO) is excellent though ill give them that. You pay to deliver it to them. They pay the return cost. Thats how RMA's work.

Well thats bad news and good news then in that order !!!!!!!

I've sent it back now to REXO, see what happens

[IAmATeaf]

I've always had to pay for the shipping there for faulty products.

[Blitzen]

Return shipping when ANYTHING is faulty is rank.

I have 2 of these drives and if either fail within the alloted time i will fight my corner.

[SiM]

Its true. Return shipping shouldn't have to be paid if something is DOA. We should make an e-petition.

[slickric21]

Update:

Well I sent the HDD to Rexo on Weds afternoon, it cost £2.50 (first class parcel)
On Thurs morning at 10:30 am I had an e-mail from them saying they had received the HDD and will send a replacement & I will have it within 1 week.

Pretty quick turnaround. (hopefully it will arrive even earlier)

They didn't mention me paying the return shipping again so I can only assume the person I initially spoke to on the phone misinformed me or we got our wires crossed.

[IAmATeaf]

They normally pay the return shipping costs but some mobo manufacturers do ask for the return shipping costs which as far as I'm concerned is outrageous.

[DrMunkie]

So far I've been lucky (if you can call it that) but the first two DOA hd501lj's i've had have been within the 28day returns limit scan have, however it did take the courier 3 attempts to pick them up. Sadly in the replacements I had, one was DOA as well.

[moogle]

Ive had three of these drives die. never again will i buy a Samsung. Their RMA (REXO) is excellent though ill give them that. You pay to deliver it to them. They pay the return cost. Thats how RMA's work.

I've had 3 too, and they're still working. 2 since last year almost
So they aren't bad you probably got a bad batch.

[PeteG@Scan]

Hi folks,

I'm sorry to see these issues cropping up on here with what are normally very good drives. If you have had issues with 501lj samsung drives this year then please contact me via pm giving me your original invoice no. and any issued RMA numbers (no personal details please).
I'm planning to pull the details from all the faulty ones we've had this year and see if i can find any patten here so any help that can be given would be appreciated as it makes it easier for me to track them.

Thank you for your time.
Pete Gardner
3XS Repairs.

[slickric21]

Just to update, i received a new drive from REXO yesterday, which taking into account the Bank holiday took only 2 working days turn-around to get a replacement drive.

Seems ok so far, run a full diagnostic on 'Hutil' and returned no errors.

Now do I dare put any data on it that isn't backed up !?!?!?! Fingers crossed