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I had same problem with failed Seagate HDD. They were asking me to use their Windows-only app to diagnose the problem. I tried to explain that I use it with a
by splix 5y ago
I had same problem with failed Seagate HDD. They were asking me to use their Windows-only app to diagnose the problem.
I tried to explain that I use it with a NAS and I cannot install Windows on it just to do such diagnostics test. No luck to convince the support and I had to hack some pieces of old hardware together just to run that tool. Funny enough the tool was able to tell only something like "the drive is broken". I had a much more detailed report from NAS though, with details from SMART but that was not accepted. Basically they didn't believe me and asked for a confirmation from their tool, like it's more trustworthy.
Of course I'm not going to buy any Seagate after such experience.
- the_pwner224 5y agoI recently RMAd a Seagate Exos (their series designed for enterprise / data centers) recently and didn't have to run any tool or provide any details. I was using this one for my home NAS. There may be a difference here between the consumer drives and the enterprise drives, or maybe they changed the system to not require it in any case now.
- splix 5y agoIt was IronWolf Pro. I guess it's a business drive, but not an enterprise drive. I was not an enterprise or even a business customer anyway, so they had that procedure. The process may change since that moment, I just checked it was in 2019. Maybe I should give them another try
- alar44 5y agoI can't blame them. I'd imagine tons of people try to replace perfectly fine drives - "I can't find my spreadsheet so drive is bad" "Windows updates were slow so drive is bad" "I bricked my drive trying to install Linux on a NAS" etc etc.
- crtasm 5y agoAt least those first two scenarios don't sound like people who'd think to provide SMART test data. Windows shouldn't be a requirement for getting a faulty product replaced.