Seagate Limited Warranty Returns Frequently Asked Questions (FAQs)

Seagate Limited Warranty Returns Frequently Asked Questions (FAQs)



Frequently asked questions for Seagate's warranty process.

Before You Begin


Returns


Replacement drives


Return Order Status and Payment


Shipping


Pricing


Payments


Customer Service


Your Account


Contact Us

 

Before You Begin

Q. How can I know whether my hard drive needs to be replaced?
A. First, test your drive using SeaTools for Windows. See here the tutorial on its use. If it passes the tests, the drive is probably in good health.
If the drive is not being detected, see our troubleshooting assistance page for links to troubleshooting information.
Seagate Technical Support is also available for contact at our Seagate Support.

Difficulty installing or using a software that is included with a drive, or difficulty installing a drive usually does not mean that your drive needs to be replaced. It usually means you need to troubleshoot; search our Knowledge Base and the below troubleshooters, and/or contact Technical Support.

Q. My hard drive is not detected correctly anymore. What do I do?
A. Check our online troubleshooters, which contain a great deal of very useful information.

If you follow the troubleshooter information and your drive is still undetected, you should begin the return process.


Q. My hard drive is brand new but not detected correctly when I turn it on the first time. What do I do?
A. Check our online troubleshooters, which contain a great deal of very useful information.

If you follow the troubleshooter information and your drive is still undetected, you should begin the return process, or contact your place of purchase, whichever is best for your situation.

Q. How long is the limited warranty period on my drive?
A. See our Warranty Checker tool.


Q. What happens to my data if I return my drive to Seagate for replacement?
A. Our limited warranty does not cover data loss. Back up the contents of your drive to a separate storage media on a regular basis.
Data recovery is not covered under Seagate's limited warranty and is not part of the repair or exchange process. If you would like data recovery performed on your drive, it is available from Seagate as a separate service for an additional charge.
Make sure you complete full troubleshooting before this, so you can be sure the drive is broken.
If you return your drive to Seagate, your original drive will NOT be returned, and all data and software on your drive will be overwritten pursuant to Seagate's standard repair processes. For additional security, please remove all data from your drive before returning it to Seagate. You will be sent a recertified replacement drive. If you need the data on your drive, consider data recovery services, before you replace the drive.


Q. Why do I have to go back to my place of purchase to return a drive that was sold as a system component?
A. Seagate sells many drives to direct customers who use them as a computer system component. In these cases, the Limited Warranty only extends to Seagate's direct customers and is not assignable or transferable. See Document ID: 169851 for more information.

Q. How can I find out the model and serial number of my drive?
A. This will be located on the label of the drive, should your drive be an internal drive please see Document: 204211.

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Returns

Q. Bottom line - how do I return a nonfunctional drive?
A. Here is the process, in order.

  1. Make sure the drive is nonfunctional by going over Seagate troubleshooters and using SeaTools diagnostic software to test the drive. See Document ID: 202435 - How to use Seatools for Windows.
  2. Back up your data if you can (if necessary).
  3. Perform any necessary data recovery services before you replace your drive. See Document ID: 177547 for more information.
  4. Go to our Warranty Services Page.
  5. To return a product or check the warranty status, you will need the Serial Number and the Part or Model Number.
  6. Choose the option you prefer:
    • Check Warranty Status and Return a Single Drive
      This link is for one-time users. It is recommended that you run SeaTools diagnostics prior to setting up an RMA. For help with SeaTools, please see the tutorial on its use or contact Technical Support.
    • Check Warranty Status of Multiple Drives
      This link is for returning customers that would like to check warranty status only. It is recommended that you run SeaTools diagnostics prior to setting up an RMA. For help with SeaTools, please see the tutorial on its use or contact Technical Support.
    • Return Multiple Drives
      This has a return portal for registered customers or guest users. It also provides the option to register on our website when setting up an the RMA.
  7. Choose the preferred shipping method:
    1. Standard RMA: Please ship your product to Seagate first and note that you will be responsible for shipping the product back to Seagate via a carrier of your choice. A tracking number is recommended but not required. Once we receive and process the drive, we will ship out a replacement to you via UPS Ground.
      You are responsible for the postage and packaging to our warehouse and we pay for it on the way back to you. The general turnaround time for the Standard RMA is 10 days from the time you ship your drive.
    2. Premium Advanced Replacement (US & Canada only): For $9.95 (Visa, MasterCard, or American Express), we will ship out a replacement drive to you first.
      Once the order has been submitted, it generally takes our warehouse one to two business days to process the request. Once the order has been processed, it will ship to you via UPS 2nd Day Air. When you receive the replacement drive, you can then package your failed drive back into the same box with the packaging provided. There will also be a UPS prepaid shipping label inside the box to ship the drive back to the warehouse.
    3. Ground Advanced Replacement (US & Canada only): Seagate will ship the replacement to you first via ground delivery service upon inventory availability. For your convenience, please use the packaging materials included with the replacement product to return the failed drive to Seagate. You will be responsible for shipping the product back to Seagate via a carrier of your choice. A tracking number is recommended but not required. A credit card is required (Visa, MasterCard, or American Express) to ensure the return the return of the failed unit. You will see a temporary authorization of $1 USD to verify the card information is valid. The failed drive should be returned to Seagate within 25 days of the replacement drive leaving our warehouse to avoid an asset recovery fee being automatically charged to your card.
  8. The website will take you through a few more steps to create the return order.
  9. Once you have the return order created, ship the drive to Seagate according to the option you chose.


Q. How do I package my drive to return it to Seagate for replacement?
A. See our Packaging and Shipping Instructions.

Q. What should I NOT return to Seagate along with the drive?
A. Remove all accessories and spare parts, and return bare drive(s) only (but do not break the tamper seals on the drive itself). Seagate is not responsible for accessories. Accessories cannot be returned to you.

Opening an external or network drive's external enclosure and/or removing the drive inside will void the warranty. Simply return the entire unit.

  • Seagate GoFlex drives
    Please see Document ID: 219711 for full instructions.
  • Other Seagate and Maxtor External drives
    DO NOT send the interface cables, software, nor the drive stand.
    (DO send the power adapter along with the external drive to Seagate.)
  • Samsung external drives
    DO NOT send accessories back to Seagate.
  • Internal drives
    DO NOT send any internal drive accessories to Seagate.
    Laptop/notebook computer hard drives often connect to an extra pin adapter piece that connects to the pins of the drive itself. This adapter enables the connection inside the laptop. You must remove this part before returning the drive - it will NOT be returned.


Q. Are the RMA and order number the same thing?
A. Some older documents may reference "RMA number." The "RMA number" and "Order number" are the same number.

Q. Who pays for shipping returns?
A. You must pay shipping charges for all shipments from you to Seagate. If your product is under warranty, Seagate will pay for shipment of the replacement product back to you. Other charges, duties, and customs are the responsibility of the customer.


Q. My drive, which I bought at a retail store, is 30 days old or less and needs to be replaced. What do I do?
A. You may create a return order to Seagate, of course.
Alternatively, many retail stores will accept units that fail within a certain time period, often 30 days. This may be a better solution for many customers, since no shipping (and therefore, no shipping costs) will be involved. A retail store may replace your existing drive with a new product, subject to the store s policies.

Q. Does Seagate repair drives that are out of warranty?
A. Seagate does not repair drives that are out of warranty.

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Replacement drives

Q. How long is the limited warranty for the replacement drive?
A. The remainder of the original limited warranty or 90 days, whichever is longer.


Q. My replacement item is damaged or has failed, what should I do?
A. We are committed to ensuring you have a properly functioning warranty replacement. If your replacement drive is damaged, please contact Seagate Customer Support for assistance. If your replacement drive is non-functional and/or it fails a SeaTools diagnostic test, you may create another RMA online or contact Seagate Customer Support for assistance.


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Ordering

Q. How can I check the status of my current or previous orders?
A. You can view orders from the Warranty Services Page by clicking the "Check Return Status" link.

For registered users, you can use your account page. The "Login" link can be found at the top right corner of every page.

Q. What happens if one of the products I've ordered is out of stock?
A. Once your order has been placed, if one of the products you have ordered is out of stock, the rest of your products will be shipped. When your product comes in, we will ship it, and charge your credit card appropriately. You will receive a ship notice for each shipment made.

Q. What are your accepted payment methods?
A. We accept the following methods of payment:

  • Credit cards issued by U.S. banks only: Visa, MasterCard, or American Express
  • Debit cards with a Visa, MasterCard, or American Express logo on the front

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Shipping

Q. How can I track my order once it's been shipped?
A. To get the UPS tracking number, you need to find your order. This can be done from the Warranty Services Page by clicking the "Check Return Status" link. For registered users, you can use your account page (click the “Login” link at the top right corner of the page). Once you find your order, locate the shipping details to find the UPS tracking number. Please visit www.ups.com to track your order. You will receive a confirmation email with the corresponding tracking number once your replacement product has shipped.

Q. Do I have to sign for my package when it's delivered?
A signature may be required for standard deliveries and is required for 2-day premium deliveries in the U.S. and Canada. A Signature is required for most deliveries in Europe, the Middle East, Africa, Asia, and Pacific Island regions. The delivery company will make multiple attempts. If they are unsuccessful, your order will be returned to the Seagate.com warehouse.

Q. Do you ship to PO boxes, APO or FPO Addresses?
A. We do not currently deliver to PO boxes, APO (military) boxes, FPO (foreign) boxes, freight forwarders or a few limited geographic areas within the U.S.

Q. What if I'm not shipping to my billing address?
A. If your order is shipping to an address other than the billing address on your credit card, we may contact you about listing the alternate address with your credit card company. This helps prevent fraudulent use of your credit card. To list the alternate address with your credit card company, just call the 800 number on the back of your card and ask the agent to add the address to the notes on your account. Listing the address before you place an order helps us process your order more quickly.

Q. How do I ship to multiple addresses?
A. If you need to send items to multiple addresses, you must place separate orders for each address.

Q. May I have the drive delivered to a shipping vendor?
A: Seagate will ship products to your residential address or place of business. For all shipments, you must be available to sign for the shipment in person, if requested. For some shipments, due to identity theft and privacy concerns, customers are required to sign for the shipment before delivery can be completed. Seagate reserves the right not to send products to private mail box locations; hotels or motels; trade show, convention, or conference sites; and freight forwarders.

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Pricing

Q. What happens if there's a pricing or typographical error?
A. While Seagate.com strives to provide accurate product and pricing information, pricing or typographical errors may occur. Seagate.com cannot confirm the price of an item until after you order. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Seagate.com shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is priced incorrectly, Seagate.com may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation. Prices and availability are subject to change without notice.

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Payments

Q. When will my credit card be charged?
A. (This is applicable only for orders straight from Seagate.com, not normal return orders under warranty.)
Your credit card will be charged once the products ship. If more than one item is requested on your order, Seagate.com will charge your card for each product as it ships.

Q. Why did my credit card authorization fail?
A. Credit card authorizations fail for various reasons. Please contact your issuing bank for an explanation.
When processing a Premium Advanced Replacement, Seagate uses a third-party tool that flags any suspicious elements on the transaction. When a card is declined, it is generally related to an unverifiable or incorrect shipping and/or billing address, or various other contributing factors.
Please verify that the address and credit card information is entered correctly before attempting to re-process the order. We do apologize for the inconvenience and please understand that we use this tool not only for Seagate's protection, but for our customer's protection as well.
If you need additional assistance, please contact Customer Support.

Q. Is it safe to enter my card number online?
A. You can safely enter your credit card number via our secure server, which encrypts all submitted information.

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Customer Service

Q. A replacement item is missing, what should I do?
A. Sometimes because of varying item availability and warehouse locations, you may receive more than one shipment when you place an order with multiple items. We will not charge you extra for split shipments. The receipt you receive with your order, and the ship confirmation will tell you which items have been shipped separately. If you still have questions about items missing from your order, please contact Seagate Support.

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Your Account

Q. How do I cancel or change an order?
A. We will do our best to act on your request to cancel an order after you have placed it. However, we fill orders quickly and may have already processed your order for shipping. Once the order has been processed for shipment, you cannot change or cancel it. But you can return any unwanted items to us after you receive them. If you want to change or cancel an order, please contact Seagate Support.

Q. How do I change my password?
A. You can change your password on your account page. The "Login" link can be found at the top right corner of any page.

Q. How do I change, correct or update my account settings
A. Log in with your username and password by clicking the "Login" link at the top right corner of any page.

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Contact Us

Q. How can I contact Seagate?
A. You can find all contact information for Seagate at our Seagate Support page.

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