Back in March I decided to buy a Lacie BigDisk 1TB with RAID1 – it’s a chassis with two removable disks. I wanted something to keep all of my data on with RAID. I hated not having something more secure. Tape and online backup are way out of budget here.
Yesterday the device failed. The power connection within the chassis isn’t seating properly. If you wiggle the power "just so" it power up … after some sparks fly out of the chassis!
I logged a call with Lacie and here’s what they had to say:
"Please contact your reseller directly for assistance in obtaining warranty service. Resellers have direct access to our returns system through the Reseller Zone on our website and are able to book a return for the item there.
Please note that our repair process does not retain the data on the drive. Any data on a working mechanism will be erased in the testing process. An unworking mechanism will be replaced".
Huh!?!? A storage company will wipe your data! I guess I’d better talk to the reseller, dabs.ie. Finding their support contact details was a NIGHTMARE. No phone details .. uh-oh .. someone’s trying to hide something? I got through to an agent on live chat.
"Aidan Finn: Hi, I bought a Lacie RAID1 disk unit in March and it’s chassis has failed
Sanjay 1422: Have you the order number please?
Aidan Finn: I need the chassis to be replaced under warrantee. I cannot give you the disks because my data is on them
Aidan Finn: Receipt xxxxxxxx for sales order xxxxxxxxx
Sanjay 1422: thank you one moment please
Sanjay 1422: sorry if this item is to be returned to us we would need the full unit back . the manufacture may be able to arrange a return for just the chassis to be replaced. sorry for this would like Lacie details or would you like to return the item to us ?
Aidan Finn: I’ve talked to lacie and they say I must talk to you. I cannot give you the disks because my data is on them. You will need to give me something to put my data on first.
Aidan Finn: This is no fault of mine.
Aidan Finn: I do not expect to lose 3 years of data.
Aidan Finn: Lacie have said disks are wiped during testing.
Sanjay 1422: I am sorry but if I a return is to be issued the complete unit would need to be sent to us . unfortunately i could not offer a unit to store your data on ."
So, both the manufacturer and the reseller have no concept of storage. And they’ve no concern about me losing my data. The correct process here should be to replace the chassis while I keep my two disks with my data intact.
I thought both companies deserved a little bit of publicity for their magnificent service *tongue firmly in cheek*.
I’ve sent a mail off to the customer service manager at dabs.ie. We’ll see how that goes and I’ll update the post when I can.
My advice for now:
- Steer clear of Lacie
- Steer clear of Dabs.ie
I’ve just checked out the small courts procedures so we’ll give the customer service manager a chance before I take the next step. Last year’s adventures with Eircom taught me plenty.