Last month, I told you a bad story about Western Digital tech support for the My Cloud Home network storage device. I submitted a support request, and after a few days with no news, I requested an escalation. After six days of no response from WD, I told you that I could no longer recommend WD products and that waiting a week for technical support on a critical storage device was unconscionable.
On the seventh day…
Then, on the seventh day, I got a response from Western Digital via email and phone, to which I replied: “Thank you for contacting us. I’m in meetings all day today but will be in the office most of the day tomorrow (Friday) and Monday. After that, I will be out of the office for a week.
Friday and Monday passed without appeal, and I left for a week’s vacation the next day. Of course, I received an email from WD in the middle of my vacation, and I replied: “My next availability is Thursday, March 3 at 9:00 a.m. Central. Can I expect your call at that time? »
Since I hadn’t received a response on Saturday, I sent a quick note to my support agent: “I haven’t heard from you by phone or e-mail since February 21. In the meantime, my My Cloud Home is mostly useless. “
Two weeks is too long for any technical support
I generally do not answer calls from unknown callers or unrecognized caller IDs. Yet, on Wednesday March 9, I saw an incoming call from “Xgamerpc”, which I correctly suspected was a Western Digital support call.
I took the call. It was from Steve Y. of Western Digital Customer Service and Support, who was both knowledgeable and courteous. After a few minutes he offered to email me some explicit instructions which he said would solve my problem.
- Completely uninstall the WD Discovery app (https://support-en.wd.com/app/answers/detail/a_id/4158/kw/uninstall%20discovery)
- Restart the computer.
- Download the updated version of the WD Discovery app (https://support.wdc.com/downloads.aspx?lang=en)
- Restart the computer.
It worked, but only after almost three weeks without my device and dozens of emails and voicemails.
I want to offer some constructive criticism to WD. First of all, you should never wait a week to respond to a request for assistance.
Then your support team should follow at the agreed time. I provided availability more than once, but no one ever called at those times (or at least no one I could identify as being from Western Digital).
This brings me to my final tip: WD’s caller ID should say “Western Digital Support” (or something similar). Fortunately, I picked up this call from “Xgamerpc”.
The bottom line is that it should never have taken three weeks to provide me with such a simple solution. I don’t know if there will be a next time for me, but if there is, I hope WD gets their support system in order.