Western Digital — My Cloud EX2 Ultra 12 TB

I initiated a warranty call with WD on Feb 11. I had a follow up call on Feb 17, again on Feb 22 and again on March 22. The RMA/Case Number is[protected]. I need a replacement enclosure as the fan on my current unit is malfunctioning. I was told by "Chris J" on Feb 22 that I would have to mail my unit with the drives to WD as "removing the drives from the enclosure would void the warranty" As the drives are not only removable but hot swappable, Chris J does not know what he is talking about.

I called again on 4/5 at 8AM PDT and spoke with David. He assured me I would receive an email within a few hours with data on when I could expect a replacement enclosure with drives. I would then swap out my drives and put them into the new enclosure, and send you back your new drives with the defective enclosure. I also requested to speak with a manager to convey my issues with several customer service representatives, especially Chris J. I was assured a manager would call back before the end of the day Monday. a It is now Wednesday 10:09AM PDT and I have not received an email nor a call from a manager.

I want this resolved, and I want to speak to a manager, not a "Level 2 supervisor as I did on March 22.

Michael DiPrima[protected] [protected]@aol.com
Was this information helpful?
No (0)
Yes (0)
Western Digital customer support has been notified about the posted complaint.
Complaint comments 

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    By clicking Submit you agree to our Terms of Use
    Western Digital
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    Western Digital Address
    3355 Michelson Drive, Suite 100, Irvine, California, United States - 92612
    View all Western Digital contact information