Complaints

This profile includes complaints for Seagate Technology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Seagate Technology

  47488 Kato Rd Fremont, CA 94538-7319

• 

  Seagate Technology

  13800 Coppermine Road Suites 321 and 351 Herndon, VA 20171

• 

  Seagate Technology

  7801 Computer Ave Bloomington, MN 55435-5412

• 

  Seagate Technology

  7725 W Reno Ave Ste 334 Oklahoma City, OK 73127-5200

• 

  Seagate Technology

  1725 Hughes Landing Blvd, 11th Floor Spring, TX 77381

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/27/23 I purchased 4 new 18TB Seagate Ironwolf Pro drives ($350 each. $1400 total) from B&H Photo. 2 months after installing the drives I began getting warnings of potential drive failures. After much time troubleshooting tech support and purchasing extra software for $120 it was determined that 2 of these new Seagate ironwolf pro drives were failing. I had already made a warranty claim for one drive on 1/19/24, and sent the drive to Seagate through their online warranty platform (Claim# IR60104887). Then I found out there was a second failed drive. I filed a second warranty claim on 2/10/24 (Claim# IR60115697). I received the drive replacement for the first claim, no problem. The second drive replacement never came. I waited 4 weeks before contacting Seagate through their online chat system, 3/28/24, the only way to communicate with customer support. They told me it was being processed and they werent sure why it was taking so long but they would look into it and send me an email confirming it was on its way. No email was received. I waited another 2 weeks before contacting Seagate again (4/10/24). I was told that my drive did not meet the requirements to be replaced under the warranty and they were sending my drive back to me. They did not tell me why. And they could not tell me where my drive was or when it would be returned. June 17, 2024 I have still not received my drive back. I checked in on it again. I was told my drive was scrapped meaning thrown out. So, they wouldnt honor their warranty and then threw out my drive. A $350 drive I can not afford to replace currently and without this 4th drive the other 3 drives are useless. So I am out $1400 currently. There is no number to call to speak with a person. Only online chats. I have spent hours on tech support and customer service at his point and I still have nothing to show for it. Im out of options. My Seagate Case number is ********. I have screenshots and records of my conversions.

  Business Response

  Date: 06/24/2024

  *************** contacted the Better Business Bureau regarding an issue with his Seagate product. Seagate and *************** have reached an agreement to resolve the problem, and a resolution has been provided. Additionally, Seagate has shared contact information in case of any future issues. Seagate values its customers and regrets any inconvenience this matter may have caused. Seagate considers this issue answered. 
  

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased through walmart.com five 20TB Seagate Hard Drives (HDD) on 11/24/2023 for personal use, paying a total of $1444.45. Due to a heavy work season, I was unable to test them until 02/2024. I noticed that 1 out of 5 HDDs arrived dead (Dead on Arrival (DOA)). Since more than 90 days had passed I couldn't return it; therefore I reached out Seagate for filing a warranty claim. After following all the procedures for packaging, I sent it out. The following chronology of events summarizes my conversations with Seagate's customer Service and how they screwed ***** At the end of February/24, I reach out to them. It is mentioned that due to lack of inventory, they can't replace it right ***. I need to wait until new inventory arrives to send me a replacement.2) I reached out to Seagate's **************** on March 12th, 2024, and the customer service rep tells me that since the drive arrived to them badly packaged, the warranty was voided and that they can't replace it. They stated on an e-mail that they were going to send me the faulty drive back 3) I reached out to Seagate's **************** again on June 11th, 2024, and the customer service rep *** tells me that drive was recycled and no longer exists because I didn't request it to be sent back. I told him that the previous customer service rep never informed me about it, and also that it stated that the drive was going to be sent back. I mentioned that I have that written on an e-mail. The rep tells me that there's nothing they can do and they can't issue a refund to the voided warranty because the drive was heavily damaged; not badly packaged as it was stated before. The rep recognizes that Seagate made a mistake in the process, but that nothing can't be done and nothing that Seagate can do for me.

  Business Response

  Date: 06/18/2024

  ************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and ************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.  

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21836749
  
  I am rejecting this response because:
  

  Even though Seagate has started communication with me and provided a response by sending me a Hard Disk Drive (HDD) replacement, the item received was defective. I mentioned the Seagate's corporate response team member that I was going to keep the BBB's complaint open until the issue is resolved and both parts are satisfied. The Seagate team member agreed to keep the case open.

  The details can be seen in the attached picture.
  

  Sincerely,
  
  ***********************

  Business Response

  Date: 06/28/2024

  ************** contacted the Better Business Bureau regarding an issue with his Seagate product. Seagate and ************** have reached an agreement to resolve the problem, and a resolution has been provided. Additionally, Seagate has shared contact information in case of any future issues. Seagate values its customers and regrets any inconvenience this matter may have caused. Seagate considers this issue answered. 

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21836749
  
  To whom it may concern: 

  Hi, 

  To clarify: Is not that I am not satisfied with Seagate's response. Seagate's response - after the complaint was filed - has been great by providing an excellent customer service. However, both **********************'s customer service and myself have agreed to keep the BBB complaint open until the case is fully resolved. Currently, we are in the process to solve the issue. Once it is done - again - both parties have agreed to close the complaint. This agreement is part of the attached files to this complaint for your review. 

  Sincerely,
  

  
  ***********************

• Initial Complaint

  Date:06/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached our chat logs between the *** team and myself trying to get an answer on where my replacement is. This has been going on for over a month, and I am deeply dissatisfied with their performance and the outcome.I sent a device out for a repair/replacement at the beginning of May, and I still do not have it back. Every time I try to get an update, they tell me it has a tracking number and that I should contact *** to find out where it is. The *** tracking says they have not received the package yet, so they can't do anything.The label was created on 5/17 and they still haven't received it, meaning it never left their warehouse. I've been trying to follow up with it, but I am lost as to where I should go from here. I am filing this complaint for the following reasons:Incompetent answers Incompetent staff Unable to provide a replacement device in a satisfactory timeframe Inability to take responsibility, pushing customer to contact *** when it is clear they are at fault If you would like to discuss further, you have my phone number. Please feel free to call me anytime.

  Business Response

  Date: 06/07/2024

  ********************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and ********************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.  

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ****** at Seagate HQ was extremely responsive and made everything right, beyond what was expected. Thank you, ******!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased seagate hard drives from a retailer. Installed, and within days, one of the drives reported errors and recommended it be replaced. Sent in for warranty RMA, and after 2 months of no response form Seagate, they claimed the drive was tampered with and not allowed for RMA. This is impossible as they were purchased new and were immediately installed.

  Business Response

  Date: 05/24/2024

  ***************************** contacted the Better Business Bureau because he had an issue with his/her Seagate product. Seagate and *****************************;has agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.  

  Customer Answer

  Date: 05/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am just frustrated to no end. I setup a server and purchased 5 x 12TB Iron wolf hard drives from seagate. Over the past year all 5 drives have failed. Seagate has an easy and quick warranty process which i have to commend them on, But it has taken weeks to get replacments, and now they sent me 2 replacments which were dead on arrival. Now i've spent hours with their support trying to get a resolution and i don't know what else to do.At this point, replacment drives won't help, Their Most reliable drives are just garbage and i need to go out and get 5 new drives from a different manufacturer.What i want, i want seagate to send me 5 Western digital 12 TB gold drives to replace theirs.

  Business Response

  Date: 05/22/2024

  **************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and **************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue resolved.  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21714400
  
  I am rejecting this response because:

  Their "Solution" is to send me new drives for the 8th time. My complaint wasn't that they weren't sending me drives under warranty, my complaint is that they Keep failing and the time ti takes to get a warranty replacment. Initially it was easy but later it became hours on the chat window to get an answer on when i'll be getting replacment drives. 

  So again their "solution" is to send me 3 replacment drives for the 8th time!

  There is No guarantee that these drives won't arrive dead again!

  In chat, i've asked for a refund, i've asked for replacments of a different brand, and the bare minimum i've asked that they extend the warranty on the total 6 drives i have now to something like 4 years. 

  But they've rejected everything.

  they want me to keep sending the drives in for replacments untill the warranty time has elapsed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/27/2024

  **************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and **************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue resolved.  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21714400
  
  I am rejecting this response because:

   

  i'm not going to keep stating my complaint, they won't do anything about it. 

  Just **** it off as unresolved. Thank you,
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/28/2024

  From: *********************** <**************>
  Sent: Tuesday, May 28, 2024 12:54 PM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and ***************************, Complaint #********

   

  Thank-you for trying

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Seagate 12TB IronWolf NAS hard drive on July 11, 2023.Hard drive failed on April 17, 2024. Product has a five-year warranty. I opened an *** with Seagate on April 17, 2024. I received an *** Number (IR60148692), and I shipped my hard drive back to Seagate via **** The shipped (broken) drive was received and signed for on April 26, 2024.Since then, I haven't been able to get a straight answer from Seagate support on if they're going to honor their warranty and send me a replacement drive back or not. I've contacted their chat support on:- April 29, 2024: I asked for an update. Their support said the drive was delivered and we needed to "wait until the warehouse change the status of the order". I was given a case number.- Monday May 6, 2024: I asked for an update, and gave them the previous case number. They asked me to confirm my email address was the one they had, which was completely wrong (not wrong by a typo, or one character, but an entirely different email address than the one my *** is under). So the prior case number wasn't correct, and the support had made a mistake. They then told me they are showing in their system, that Seagate hadn't received my drive yet, (despite my prior support telling me they did, and *** showing it was signed & delivered). I got a new case number.- Tuesday May 7, 2024: I asked for an update. This time they asked me to give them the serial number of the drive I shipped to them (never was asked for previously, but IS noted in the *** itself, and included in the shipped box I sent). Again, more confusion, and told to wait even longer.- Thursday May 9: They are asking me to wait 7 business days, at which point the *** 30-day period would have expired. I'm at a loss for what to do. Chat support refuses to give me a phone number, or anyone to talk to, and I'm not getting any sort of resolution on this, almost a full month in.

  Business Response

  Date: 05/13/2024

  **************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and **************** have agreed to a resolution of the issue and he/she has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.  

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023 I purchased a Seagate 1TB Game drive(M2). In March of 2024 the drive became faulty, however it is still under warranty through Seagate. After contacting them ( 3/15/24) they provided me with a shipping label and I sent it same day via **** The device arrived at their location provided on the shipping label on 3/21/24 with proof of delivery. I was originally informed the replacement would be shipped out with in 10 days of arrival. After not getting updates for a few weeks I reached out and was told it was 30 business days after arrival. I reached out again on April 22nd (2024) and was then informed that my drive was lost and after providing them with proof of delivery they insisted of requiring an additional 8 business days to investigate the issue. After that timeframe given I reached out yet again, after not hearing from them, and was asked to give them an additional ***** hours. Reluctantly after speaking to a manager who promised to contact me around that time I agreed (5/6/24) after he claimed to have found the device I shipped. I was promised with an emailed update along with receiving a replacement end of the week. I had to yet again reach out after not receiving an email update after the 48 hours they requested expired and while they still claim to have received my device they have yet to provide any updates or requested documentation that my replacement is being shipped from their warehouse. I also have screenshots of the entire conversation from my initial contact till now. I am contacting BBB for assistance in getting them to honor my warranty and ship a replacement device or a refund immediately.

  Business Response

  Date: 05/13/2024

  ****************************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and ****************************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue answered.  
  
  

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2167545.  Their statement as to why I contacted the BBB was inaccurate. It was due to their poor customer service and lack of accountabilty, not because of a faulty product.  That said the issue was resolved within a week and I received my replacement and that's all that matters. 

  
  Thank you 
  
  *************************************

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Seagate IronWolf Pro 16TB internal hard drive on 6/11/2023 for $249.99. On or around 11/17/2023 the drive failed to be recognized by the computer and several external docks. I didn't make a claim until several months later. On 3/25/2024 *** delivered the drive to Seagate's warranty address, I have proof of delivery from ***. I have contacted support 2 times and escalated my claim but Seagate continues to claim they have not received the drive and fails to provide me with any further updates.

  Business Response

  Date: 04/25/2024

  Mr. ******** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and Mr. ******** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue closed.  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Seagate hard drive ST18000NM000J with the serial number of ********. I sent it in late September. Seagate received the hard drive October 3rd 2023 (SEE SCREENSHOT). I've contacted support chat 7 times. First 2 times they told me the drive is backordered. Then the last 5 times they've told me that they are "working on it" and I will get an email. I've been waiting for a replacement for over 6 months and there is no end in sight to resolve this matter. They keep giving me the run-around, they keep assuring me that they will send the replacement as it has a 5 year warranty. I have not received the drive. I continue to contact them to escalate and they just send me canned messages. At this point I am no longer interested in a refurbished hard drive, as those refurbished drives have a high failure rate. At this point, I'd just like to get a refund. They told me refunds are not possible. It seems getting a replacement drive is not possible, either. I am out of options and this is why I am contacting the BBB.Thank you for reading._ ***********************

  Business Response

  Date: 04/30/2024

  ************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and ************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue resolved.

• Initial Complaint

  Date:04/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 5TB Seagate HD in Dec. of 23. It failed at the end of Feb. 24. I did not want to send the drive platters back due to confidential info on them, and Seagate agreed to have me send the drive box with the connector and pcb back with a signed Certificate of Data Destruction. I mailed the empty box with parts enclosed at the beginning of March. In mid April, I received a box from Seagate, which I believed was my new drive. Instead, it contained the drive case I had sent back for replacement under the warranty, with no explanation. I then proceeded to spend, many hours chatting with their customer service. The transcripts are attached. Each time I was told how sorry they were for my trouble, but that they would find a solution. Twice they told me they were going to send me a prepaid shipping label, so that I could return the original case. Both times I received nothing. The third time the customer service rep told me he would see that I got a new drive, but it would take him 24 hours to solve the problem. I waited 4 days, but nothing. The fourth time I told them that if they wouldn't honor the warranty, I would resort to the BBB and social media as a last resort. I gave them 24 hours to respond. Needless to say they didn't.I can't explain the runaround, but I have reached the end of my rope with them. If you read the attached transcripts, they claim they are sorry for my problems and that they will respond, but they never do. Thanks for listening.

  Business Response

  Date: 04/22/2024

  ************** contacted the Better Business Bureau because he had an issue with his Seagate product. Seagate and ************** have agreed to a resolution of the issue and he has been provided with Seagates contact information in case there are any future issues. Seagate values its customers and regrets any inconvenience this issue may have caused. Seagate considers this issue answered.  

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21585421
  
  I am rejecting this response because:

  While they have agreed to replace the drive, I will wait until I have the new drive in my possession, as my experience with them, so far has been that they don't follow thru with their promises. Four times they promised to follow up on my complaints, and four times they failed to do so. It was only after I contacted the BBB that they acted in a positive fashion. I will wait until I have the drive to close this complaint. I have  attached  an email received today detailing their promise to ship the drive.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/25/2024

  From: ********************************** <**********************************>
  Sent: Thursday, April 25, 2024 9:41 AM
  To: info <************************************>
  Subject: Message from BBB.org

   

  

  With regard to Complaint ID: ********, I would like to update my response to this complaint. Yesterday, I received a new drive from Seagate and therefore I am now satisfied with the resolution of this claim. I would like to thank you for spurring them to the action they should have taken months ago. Without your intervention, this would not have happened.

  Sent from *********************** (*********************)