Difference between revisions of "Disk Drive RMA Process"
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(Created page with "Mirror has many drives. Periodically, they may fail. Most disk drive manufacturers have lengthy warranties - Seagate does 5 years always, and on the WD drives we have, the war...") |
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=== Western Digital === | === Western Digital === | ||
| − | + | * Go to http://support.wdc.com/warranty/ | |
| − | + | * Click on "WD Support Portal" under "End Users" | |
| − | + | * Now you have to log in: the login should be in /home/sysadmin/passwords/wd-rma on [[Machine_List#aspartame|aspartame]] | |
| − | + | * Click on "New RMA" | |
| − | + | * Enter the serial number from the back of the drive and click "Check" (if you have multiple drives to RMA, enter all serial numbers at the same time) | |
| − | + | * If your drive is under warranty it will let you proceed to the next step | |
| − | + | * System should ask you a few other questions for each drive including "when did you buy it" (guess) and "reason for RMA" (be brief but accurate; examples include "disk marked BAD by MegaRAID controller" or "fails SMART test with unrecoverable read errors") | |
| − | + | * Now submit your RMA, it should ask for address information | |
| − | + | * You will be sent a label and an address along with packaging information | |
| − | + | * From this point, you have 30 days to get the package to the destination address through a traceable carrier | |
| − | + | * The packaging information is really important as your RMA will not go through if you don't package it properly | |
| − | + | * Go to the FedEx office in the plaza, ask a clerk to help you with "a return merchandise order that must be packaged in a very specific way" | |
| − | + | * Follow the packaging directions to get your drive or drives packaged correctly. Highlights: put the drive in an anti static bag; use some bubble wrap and cardboard filler inside the box; write the RMA number on EVERY SURFACE of the box; tape the RMA barcode somewhere on top of the box where it will not be covered; insist that the FedEx shipping labels not cover your barcode and RMA numbers | |
| − | + | * The destination address will be for an RMA premailer somewhere in Canada, so ask for ground domestic shipping; do not get the priority service (just say "there's no hurry for it to get there") | |
| − | + | * Your total should be about $35 (this includes packaging and shipment) | |
| − | + | * You should receive replacement drives within a few days | |
Revision as of 22:45, 18 October 2014
Mirror has many drives. Periodically, they may fail. Most disk drive manufacturers have lengthy warranties - Seagate does 5 years always, and on the WD drives we have, the warranty period is also at least 5 years. In case of failure, here's the process by which we can get a drive manufacturer to replace a failed drive that is still under warranty.
Western Digital
* Go to http://support.wdc.com/warranty/ * Click on "WD Support Portal" under "End Users" * Now you have to log in: the login should be in /home/sysadmin/passwords/wd-rma on aspartame * Click on "New RMA" * Enter the serial number from the back of the drive and click "Check" (if you have multiple drives to RMA, enter all serial numbers at the same time) * If your drive is under warranty it will let you proceed to the next step * System should ask you a few other questions for each drive including "when did you buy it" (guess) and "reason for RMA" (be brief but accurate; examples include "disk marked BAD by MegaRAID controller" or "fails SMART test with unrecoverable read errors") * Now submit your RMA, it should ask for address information * You will be sent a label and an address along with packaging information * From this point, you have 30 days to get the package to the destination address through a traceable carrier * The packaging information is really important as your RMA will not go through if you don't package it properly * Go to the FedEx office in the plaza, ask a clerk to help you with "a return merchandise order that must be packaged in a very specific way" * Follow the packaging directions to get your drive or drives packaged correctly. Highlights: put the drive in an anti static bag; use some bubble wrap and cardboard filler inside the box; write the RMA number on EVERY SURFACE of the box; tape the RMA barcode somewhere on top of the box where it will not be covered; insist that the FedEx shipping labels not cover your barcode and RMA numbers * The destination address will be for an RMA premailer somewhere in Canada, so ask for ground domestic shipping; do not get the priority service (just say "there's no hurry for it to get there") * Your total should be about $35 (this includes packaging and shipment) * You should receive replacement drives within a few days