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Problems with RMAed drive (smaller size replacement)
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Posted by: kenr

I've used Maxtor for years and have always been satisfied with their RMA program. The latest round hasn't been too satisfying.

I RMAed an 80 GB, 536DX drive. This is a 5400 RPM drive of recent design. What I got back was a 7200 RPM, D740X 80 GB drive and it looks like the old Quantum drives. I wasn't too happy about getting a hotter 7200 RPM drive, but read on, it gets worse.

If you look at the Specs of these two drives you see the following:

The 536DX has a maximum LBA of 160086528.
The 740X has a maximum LBA of 156355584.

Since each sector is 512 bytes that means the sizes of the drives are really:

536DX is 81.96 GB
740X is 80.05 GB

So how are you supposed to image from the old drive to the new drive and not lose anything? I sure didn't have nearly 2 GB on my drive unused.

I called Maxtor and complained. They cited some warranty statement that says they will replace the drive with one of equal or greater size and the rep claimed they were both 80 GB. I told them that their marketing literature both used the 80 GB figure, but the drives are really different in size and I insist I must get a replacement drive of equal or greater size.

They've now RMAed the RMAed drive and said they'll put a note stating my need for something as large as the 536DX. I'll know what happens in a few days.

Has anyone else gone through this? How did it work out for you?

Posted by: weaknees

This is pretty routine with Maxtor. But if you RMA'd the drive, how do you still have the data? Are you talking about a backup image? Because that will restore to any drive as large as or larger than your ORIGINAL drive, not the eventual drive.

Michael

Posted by: kenr

quote:
Originally posted by weaknees
This is pretty routine with Maxtor. But if you RMA'd the drive, how do you still have the data? Are you talking about a backup image? Because that will restore to any drive as large as or larger than your ORIGINAL drive, not the eventual drive.

Michael

Occasionally I've had drive failures that I could recover from by imaging the bad drive to the new drive. I own 4 DTiVos all of which were upgraded with Maxtor 536DX drives. I keep a spare drive so that when any drive starts acting up, I quickly image the failing drive to a new one before the failure becomes catastrophic. With this smaller drive I've just received, I can't recover from this type of failure any longer because the new drive has to be as large (or larger) than the failing drive.

Posted by: weaknees

Yeah - in that situation, it won't work. Obviously, you can go buy a 100 GB or 120 GB drive, but you can't go to the smaller drive.

Good luck with the re-RMA. Tell us how it goes - very curious to hear what they come up with.

Michael

Posted by: kenr

This story has a happy ending. The drive I just received on the re-RMA was the same as my original drive. Thank-you Maxtor.

Posted by: Wild_One!

quote:
Originally posted by kenr
This story has a happy ending. The drive I just received on the re-RMA was the same as my original drive. Thank-you Maxtor.

I am glad that they took care of you.

Awhile back arround october or so I had to RMA a couple of drives from Maxtor and they told me that they will send me 2 arround the same size and I told them that I want the same type and model that these are, they said that they will try, I told them take your time and wait for them to come in then send them..

I did the advance option.. I have an acct with them so far I have bought over 50 or so drives from them in the past. Not only did I get the same exact model I got it in 2 day's :D very fast... I have been very happy with their support that I have remained a very loyal customer for over 10 years. yes back in the 80 meg days.

However I do think after they merged with Quantum they have slipped a bit in the quality area. of the 6 drives that I bought last year 2 have failed and a 3rd is giving me some trouble.. these are not the ones that I sent in October though, these were only a few weeks old. odd
On the flip side WD is making better drives now. Mabie this is why Tivo went with them instead of Maxtor ? who knows. just thinking