The cruel joke: Seagate RMAs

Last year while moving to Linux, one of my 300gig disks from the just-broken-up RAID5 array decided it was time to call it a day and died. It's within warranty but that doesn't mean that much when the support is run by Seagate.

So here I am. I've got my broken disk. I want to send it to Seagate for replacement so I can boost my local storage quite significantly (300 gigs is not something you turn your nose up at) but there's one nasty snag holding me up: packaging.

Their packing instructions state:

Drives must be places in SeaShell (plastic clamshell) prior to packing in carton.

I'm not joking when I say that these have to be some of the hardest things to find on the internet. I would wager that it's easier to buy heroin than find one of these. It's just insane.

I'm almost thinking this could be a ploy to cancel all their warranty commitments that they took on when they bought Maxtor. Maxtors were sent out in sealed anti-static bags in foam containers so their customers will never have access to these mythical clamshells.

So, do you know where I might find an anti-static clammshell?

Written by Oli on Wednesday, 30 January 2008. Tagged with hd, rma, <rant>. Read 1609 times. If you liked it, please give it a digg.

#1 /* 10 months, 10 days ago */

Get a Seagate Internal Single Unit Shipping Pack from https://www.wic-store.com/ (which was linked in the document you copied that diagram from, Oli).

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Peter Anonymous User

#2 — Author comment /* 10 months, 10 days ago */

Sigh. You're right Peter. My defence is the file name for the initial PDF has the same file name as the one with the actual link in, and I thought them the same thing. But thanks for your help.

10 minutes after your post Seagate replied to the support ticket I opened up yesterday. Because I'm in the UK, I have to use transpac (who don't have online ordering).

Still, having to shell out (no ''clamshell" pun intended) another £5 so I can give Seagate some packaging is a pain in the arse. I'm going to stop whining now and give transpac a call.

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Oli Numero Uno

#3 /* 10 months, 10 days ago */

Nice story. :)

However, since the drive is already broken: who cares? :)
It's not your fault it broke.

Just wrap the drive in a thick layer of kitchen paper, put it in a box and send it back.

I can't believe you're actually so worried about just one line. Just say you overlooked that line, should they ever say anything about it. You're a customer, not a packaging company. :)

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LinuxDon Normal User

#4 — Author comment /* 10 months, 10 days ago */

Just wrap the drive in a thick layer of kitchen paper, put it in a box and send it back.

I wish it was that easy. About 5 years ago I had another dead drive that I sent back in foam packaging and they tried to blame me for the damaged drive! It took a week of furious emails before they backed down, realising I probably wasn't worth the effort.

I can see their point. It's in their interest to recieve the item back in the same condition it was at the time of breaking so they can see what was wrong with it. it's no good to them if it turns up and there are 15 new damaged parts on it. I just wish they were a little less anal about the whole thing, letting you use alternative packing materials (like most other component companies will).

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Oli Numero Uno

#5 /* 10 months, 9 days ago */

Believe me, only in very rare cases have I seen new drives packed like that. Most new drives I've received are just packed in a thin layer of anti-static plastic. The Seagate requirement for packaging broken drives is just insane IMHO.
And besides, the drives are designed to be shock resistant. :)

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LinuxDon Normal User

#6 /* 10 months, 9 days ago */

I'm actually in the process of returning a drive myself

However, elsewhere in the pack.pdf, it says:

"2.) Use original packaging when possible.
-You can find packaging supplier(s) at our Packaging Information page.
-Enclose each drive in a SeaShell container or an ESD (electrostatic discharge) bag. If
packaging more than one drive, use a separate container for each drive."

And in fact, I even called the warranty department after reading this, and the person there told me that they actually prefer ESD bags for whatever reason.

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Taylor Anonymous User

#7 /* 10 months, 4 days ago */

We send about 5-6 Seagate hard drives back a month. Sometimes they are Maxtor. Never have we sent them in these 'clammshell's'. Normally they go in a special hard drive box with the foam glued to the bottom of the box, side of the box and the top. If you send it back wrapped up well they won't bother kicking up a fuss I assure you. I'm sure they appreciate you going to all this effort though! Several times we have just sent them back wrapped in bubblewrap, in a box.

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Will Glyn Anonymous User

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