Warranty on HDD SMART failure

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Nate001

645 posts

Ultimate Geek

#289640 19-Sep-2021 14:19

Synology NAS was reporting I/O error occurred on a drive overnight and it automatically removed it from the storage pool. I ran a manual SMART test and it failed (Ironwolf 4TB) I've never had a drive fail within warranty period so not sure what my rights are etc.

Drive still works but I know it needs to be replaced. Is a SMART test fail enough evidence for me to request retailer to replace the drive? It is 3 months old with 1800 hours run time.

openmedia

3332 posts

Uber Geek

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#2780649 19-Sep-2021 14:33

Should be sufficient. I've never had an issue taking a drive back for a SMART failure. Who did you get it through?

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

Oblivian

7300 posts

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#2780664 19-Sep-2021 15:09

In stuff like HP and dell, As soon as a SMART is out of bounds, it gives you a warranty code to replace.

They're self monitoring, And if exceeded. Then yup, it bung.

Nate001

645 posts

Ultimate Geek

#2780675 19-Sep-2021 15:30

I did a bit more research and seagate website advises if smart fails within warranty to replace it. I’ve started the process with PB. Fingers crossed they’re sensible.

JeremyNzl

359 posts

Ultimate Geek

#2780678 19-Sep-2021 15:35

I had a Ironwolf 4tb develop smart errors also through Pbtech,

Was a hasslefree warranty return, Get Rma, post wait till new drive turns up.

Only pain is the downtime without the drive,

nic.wise

333 posts

Ultimate Geek

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#2780680 19-Sep-2021 15:38

Good luck with PB. Last time I had a smart issue with a drive, very much in warranty, they “checked it themselves” and said it was fine.

that’s with WD red nas edition ones, with a 5 year warranty. Not sure if they were being lazy or not. It was past half way thru, so I think I just bit the bullet and bought a new one…. I’ve only had 2 nas drives fail in what, 10 or 12 years or more? So I’ve had a very good run of it. Must be about time to slowly replace the 4 drives… I don’t need the space tho….

Nic Wise - fastchicken.co.nz

Nate001

645 posts

Ultimate Geek

#2780691 19-Sep-2021 16:05

As proof from some bad experiences with PB above is why I started this thread. I wanted to know where I stand in regards to pursuing a replacement and it seems I am entitled to. Thanks everyone.

nic.wise

333 posts

Ultimate Geek

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#2780700 19-Sep-2021 16:15

Nate001:

As proof from some bad experiences with PB above is why I started this thread. I wanted to know where I stand in regards to pursuing a replacement and it seems I am entitled to. Thanks everyone.

in the UK I went directly to WD, I think (might have been seagate, it was 8 years ago… or more). So that’s an option too.

problem for me is I have no way to test a drive. The only thing here taking regular hard drives is the nas. Everything else is an apple laptop of some sort, tho a few run Linux now.

Nic Wise - fastchicken.co.nz

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xpd

Geek @ Coastguard NZ
13769 posts

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#2780712 19-Sep-2021 17:13

To go "direct" to WD here, is to send the drive to somewhere overseas, and must be in a suitable box etc... basically costs you as much as a new drive to send the damn thing.

I couldn't even return the drive to the retailer because "we don't keep serial numbers on anything except large screen TVs and cellphones, so if you don't have the original invoice, go away".

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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rphenix

985 posts

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Lifetime subscriber

#2795482 14-Oct-2021 18:51

PB Tech's return process is always fun - but I would persist with them. To streamline the process its usually better to run the Seagate Tools if it shows up faulty there its harder for them to argue it.

Yoban

447 posts

Ultimate Geek

#2795569 14-Oct-2021 20:45

I had a Seagate 4TB drive get the dreaded clicking and no response that was bought from PBTech of which I had a sneaky feeling that it was outside the 3 year warrantee period often stated on their HDD products.

Found the receipt and yes, 4 years 9 months old. Decided to run the serial number through the Seagate checker and I actually had 5 year warrantee.

Off to PB in Penrose with paper work in hand....he processed there and then, but had no stock of replacement. Stock was at St Lukes so took it all down to them. They were more cagey about it all and said it had to be sent to "HQ" for verification. 4 days later I had a credit on my account which I spent immediately.

All in all an OK experience, but would have preferred a better response form St Lukes store in line with Penrose.