Born in China, Die in Syria — And the Hell with You

I bought the Western Digital My Book external hard drive about ten months ago, to make automatic backups on my Mac. I just wanted the little blighter to sit there, and record backups every four hours or so. That’s not a tour de force in today’s computer world. Earlier this week it gave up the ghost. The disk is still spinning, but it’s no longer talking to the computer. I tried everything an owner could do, but no luck. Fortunately, my Amazon sales document said it was under warranty, so I navigated the Western Digital website from hell, establishing an account, finding out that I already had an account, going back and retrieving my long lost password, learning the model number by applying a magnifying glass to the microprinted codes on the product cabinet, and eventually coming to a mutual agreement with the manufacturer as to the date of manufacture, and the fact that the drive was in fact still under warranty.

I had already established all this on my own on the website, but now it was official. I was entitled to get a replacement — but not so fast. I was now in communication with a real human, Richard. Before proceeding further, I was to attempt a few self-care items. Try using Apple Disk First Aid (tough to do if you can’t mount the disk). Now download the special Western Digital troubleshooting software to attempt repair. Also, replace the power supply and USB cord with a high quality, factory USB cord.

That hissing sound Rose heard from the other room was me, lifting safeties.

I stopped to consider for about ten seconds; I unplugged and re-plugged the power cord. I could hear the thing still spinning, but nothing more. I walked into the other room and found another, identical USB cord. Plugging it in, I detected no difference. My safeties stopped lifting as the steam pressure in my head went down.

I sat down at my computer and answered the email to Richard: “Let me get this straight,” I wrote, “before replacing the unit under warranty, you want me to purchase from you a new power supply, and a new USB cable, all at your premium price, just to test, in order to see if the drive, which is obviously spinning, might have a power problem. Is that correct?”

Before I spent my own money acting like a trained monkey for those guys, I’d simply take this disk drive to the dump, and buy a different brand. Buying a new power supply and cable would get me into them for almost a third the cost of a new drive. It's a bit like building a new car from the parts department — not recommended.

I need not have worried. I was busy all the next day, but by the time I got around to reading my email in the evening, Richard had answered. He wanted my address and phone number so he could replace my sick drive with a new one. One small victory for common sense.