Complaints

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:12/12/2024

  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.

  I purchased two hard drives advertised as new. 11 months later, I noticed that the reported runtime of the drives exceed ****** hours and ****** hours for each of the 2 drivesmeaning they were used drives that were refurbished and pretended to be new by Platinum Micro.I went back and forth with **************** and they say I should have said something closer to purchase date. It never occurred to me to examine the runtime hours of a drive I believed to be brand new.They say there is nothing wrong with drive now. Which is true, but because they have been used for years, will fail ********** the end of the day, I paid for a new product and got used ones. The impact will mean these drives will fail 3 years earlier than if this business was not deceptive.I have also since realized this company has many negative reviews on ****** for this same sell refurbish as new issue.If needed I can provide a screenshot of the powered on hours for these drives. The math between my purchase date (Dec 2023) and when I noticed (Dec 2024) is clear these are old (***** hours in a year vs ****** hours from the drive health information).

  Business Response

  Date: 12/23/2024

  Hello,
  

  All of our drives are brand new unless specified as recertified, the date of manufacturer may vary based on availability.
  You stated on multiple occasions that there was nothing wrong with the drives but requested a replacement as you believed to have received refurbished units.
  Based on the provided photos we can confirm you did not accidently receive refurbished hard drives, Western Digital drives that have been refurbished will state "recertified" near the manufacturer date.
  In regards to the run time on the units received hard drives can sometimes report incorrect run time due to issues with S.M.A.R.T, this can happen if the system is not properly configured.
  These drives have been in your possession for over a year and are not refurbished as mentioned.
  Platinum Micro did not intentionally sell used/refurbished drives as brand new that is a deceptive practice that we do not partake in.
  The warranty of the drives are to be honored 5 years from the date of purchase as we mentioned.
  

  Kind regards.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22674009
  
  I am rejecting this response because:

  1. I actually purchased 4 drives at the time, 2 from you and 2 from another supplier. So it is not a system issue, as it the two Platinum Micro drives ONLY that have the hours used indicating they were running for 2-3 years before purchase.

  2. Furthermore, there are 10s (maybe 100?) complaints of the exact same issue (Smart hours being years old) on your amazon page, so it is not just me.

  3. The manufacture dates on the drives were 2019 and 2020. I bought these in 2023. It is suspicious they are that old, and adds up with points 1 and 2, that these were used before delivery. In fact the hours used for the 2019 drive is suspiciously about a year older (~****** hours) than the 2020 drive (~****** hours). This is beyond coincidence that the hours used match like this.

   

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

  Business Response

  Date: 01/23/2025

  Hello,

  We are willing to resolve this issue for our buyer since both parties are at a disagreement.

  2 brand new replacements that are factory sealed can be offered if the buyer returns the units in question. 

  Both units will have a new 5 year warranty to make up for this issue.

  Please advise if we can proceed with this resolution.

  Thank you.

  Customer Answer

  Date: 02/01/2025

   
  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 as long as I can return the bad drives after I receive the new ones.

  my *** only can support one missing drive at a time, so happy to return the old ones as soon as the new ones are installed and re-built.
  
  Sincerely,
  
  ***** **********