Seagate learns important PR lesson: keep the customers happy!

First, a disclaimer. Seagate is one of the sponsors of FastCompanyTV (the video network I manage) and has been a great partner of mine for two years.

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Seagate (maker of hard drives and storage devices) has been getting slammed on forums and blogs the past couple of days. Partly because they had a bad batch of hard drives and didn’t properly recognize or fix the problem quickly. Partly because they removed a few anti-Seagate threads from its forums.

I wasn’t asked my opinion about either of these things, but if I had I would have recommended that they jump on the problems and take care of customers quickly and I’d never recommend removing nasty posts unless they explicitly broke some rule like using nasty language or being racist or something like that. Why? A happy customer will tell maybe a handful of people. If you are really lucky, like Apple, they’ll blog about it.

But an angry customer? They’ll tell 30 times more people. And, because negative news gets more attention, it’ll spread much, much faster.

And an angry customer that had a post deleted? They’ll find 20 other places to spread their anger and get you to pay attention to them. At Microsoft I called this “throwing a brick through the window to get your attention.” Incoming!

A great reputation can go down in flames in a weekend. Which is what was going on. Bricks were flying through the window and, like usually happens when bricks fly, that gets people to start seeing the implications to the business and paying attention to customers again and making sure they are happy.

Which is what Seagate was working this weekend.

One thing, if you have troubles with your Seagate drives, let me know. I’ll find out what’s up, as I did in this case. It might take a day or two but we’ll get you taken care of. This is one reason I love Seagate. They’ve always taken care of problems for me and I love their products and we use them all over the place (and I’ve bought most of my own Seagate drives too, both before and after they’ve been a sponsor).

The folks I talked with at Seagate apologized for not taking care of this issue faster and better.

Here’s the details they just sent me (Engadget also covered this news):

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Seagate has isolated a potential firmware issue in certain products, including some Barracuda 7200.11 hard drives and related drive families based on this product platform, manufactured through December 2008. In some circumstances, the data on the hard drives may become inaccessible to the user when the host system is powered on*.

As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products. To determine whether your product is affected, please visit the Seagate Support web site at http://seagate.custkb.com/seagate/crm/selfservice/search.jsp?DocId=207931.

Support is also available through Seagate’s call center: 1-800-SEAGATE (1 800 732-4283)

Customers can expedite assistance by sending an email to Seagate (discsupport@seagate.com). Please include the following disk drive information: model number, serial number and current firmware revision. We will respond, promptly, to your email request with appropriate instructions. There is no data loss associated with this issue, and the data still resides on the drive. But if you are unable to access your data due to this issue, Seagate will provide free data recovery services. Seagate will work with you to expedite a remedy to minimize any disruption to you or your business.

For a list of international telephone numbers to Seagate Support and alternative methods of contact, please access http://www.seagate.com/www/en-us/about/contact_us/
*There is no safety issue with these products.

Comments

  1. Bad batch of drives is new news with Seagate? Of all the hard drives that have died on me over the years, they’ve all been Seagate. Never any of the other brands. I’ve lost faith in Seagate drives for life and will never purchase one again.

  2. Bad batch of drives is new news with Seagate? Of all the hard drives that have died on me over the years, they’ve all been Seagate. Never any of the other brands. I’ve lost faith in Seagate drives for life and will never purchase one again.

  3. Bad batch of drives is new news with Seagate? Of all the hard drives that have died on me over the years, they’ve all been Seagate. Never any of the other brands. I’ve lost faith in Seagate drives for life and will never purchase one again.

  4. Bad batch of drives is new news with Seagate? Of all the hard drives that have died on me over the years, they’ve all been Seagate. Never any of the other brands. I’ve lost faith in Seagate drives for life and will never purchase one again.

  5. Bad batch of drives is new news with Seagate? Of all the hard drives that have died on me over the years, they’ve all been Seagate. Never any of the other brands. I’ve lost faith in Seagate drives for life and will never purchase one again.

  6. Seagate had a PR nightmare, but consider for a moment their act of “…removed a few anti-Seagate threads from its forums…”

    This has been standard Apple practice for years – be critical of the company or, more importantly, certain practices or of the products and they will remove the threat PDQ.

  7. Seagate had a PR nightmare, but consider for a moment their act of “…removed a few anti-Seagate threads from its forums…”

    This has been standard Apple practice for years – be critical of the company or, more importantly, certain practices or of the products and they will remove the threat PDQ.

  8. Seagate had a PR nightmare, but consider for a moment their act of “…removed a few anti-Seagate threads from its forums…”

    This has been standard Apple practice for years – be critical of the company or, more importantly, certain practices or of the products and they will remove the threat PDQ.

  9. Seagate had a PR nightmare, but consider for a moment their act of “…removed a few anti-Seagate threads from its forums…”

    This has been standard Apple practice for years – be critical of the company or, more importantly, certain practices or of the products and they will remove the threat PDQ.

  10. Seagate had a PR nightmare, but consider for a moment their act of “…removed a few anti-Seagate threads from its forums…”

    This has been standard Apple practice for years – be critical of the company or, more importantly, certain practices or of the products and they will remove the threat PDQ.

  11. I would be more freaked out about this if I didn’t run a utility that shows me the S.M.A.R.T. data off my drive so I know its just failing spin up at boot most people don’t and would be very upset to wait three days without a reply to a support request (three days and counting). For something like this seagate MUST move fast or its bad PR all over the place.

  12. I would be more freaked out about this if I didn’t run a utility that shows me the S.M.A.R.T. data off my drive so I know its just failing spin up at boot most people don’t and would be very upset to wait three days without a reply to a support request (three days and counting). For something like this seagate MUST move fast or its bad PR all over the place.

  13. I would be more freaked out about this if I didn’t run a utility that shows me the S.M.A.R.T. data off my drive so I know its just failing spin up at boot most people don’t and would be very upset to wait three days without a reply to a support request (three days and counting). For something like this seagate MUST move fast or its bad PR all over the place.

  14. I would be more freaked out about this if I didn’t run a utility that shows me the S.M.A.R.T. data off my drive so I know its just failing spin up at boot most people don’t and would be very upset to wait three days without a reply to a support request (three days and counting). For something like this seagate MUST move fast or its bad PR all over the place.

  15. I would be more freaked out about this if I didn’t run a utility that shows me the S.M.A.R.T. data off my drive so I know its just failing spin up at boot most people don’t and would be very upset to wait three days without a reply to a support request (three days and counting). For something like this seagate MUST move fast or its bad PR all over the place.

  16. [...] Scoble goes on and talks about the situation more than I plan to. I am tired of companies walking on their customers in this fashion. Many companies seem to think that warranties only come into play when a couple thousand of people start screaming into a microphone on CNN or start posting up stories that equate your product to a pile of horse manure on Digg. That is, unless, you die from their product. Then of course they are going to immediately take care of you for fear of a lawsuit and then a massive recall. [...]

  17. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  18. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  19. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  20. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  21. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  22. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  23. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  24. Diego: we use dozens of their drives here (we shoot everything in HD) and we’ve never had a bad drive. I’m sorry you’ve had problems with them, but failures can happen. Also, I was just in Seagate’s laptop factory in Wuxi, China (we did a video about their factory) and they test every single drive before it leaves.

  25. Robert: That’s just my story. Not speaking for anyone else. But since that’s how it happened it just left a bad taste in my mouth. And sure, it could have just been a double dose of bad luck, know knows?

  26. Robert: That’s just my story. Not speaking for anyone else. But since that’s how it happened it just left a bad taste in my mouth. And sure, it could have just been a double dose of bad luck, know knows?

  27. Robert: That’s just my story. Not speaking for anyone else. But since that’s how it happened it just left a bad taste in my mouth. And sure, it could have just been a double dose of bad luck, know knows?

  28. Robert: That’s just my story. Not speaking for anyone else. But since that’s how it happened it just left a bad taste in my mouth. And sure, it could have just been a double dose of bad luck, know knows?

  29. Robert: That’s just my story. Not speaking for anyone else. But since that’s how it happened it just left a bad taste in my mouth. And sure, it could have just been a double dose of bad luck, know knows?

  30. Diego: yeah, I’ve been there. My son had a Mac die twice. I had problems with one too. But on Saturday I still bought a Mac. I remember working in a consumer electronics store in the 1980s. One out of 300 products just didn’t work. It’s why I back everything up. Just in case!

  31. Diego: yeah, I’ve been there. My son had a Mac die twice. I had problems with one too. But on Saturday I still bought a Mac. I remember working in a consumer electronics store in the 1980s. One out of 300 products just didn’t work. It’s why I back everything up. Just in case!

  32. Diego: yeah, I’ve been there. My son had a Mac die twice. I had problems with one too. But on Saturday I still bought a Mac. I remember working in a consumer electronics store in the 1980s. One out of 300 products just didn’t work. It’s why I back everything up. Just in case!

  33. Diego: yeah, I’ve been there. My son had a Mac die twice. I had problems with one too. But on Saturday I still bought a Mac. I remember working in a consumer electronics store in the 1980s. One out of 300 products just didn’t work. It’s why I back everything up. Just in case!

  34. In my experience working for small/medium company’s in the IT department drives fail all the time. In the last 5 years I’ve had entire years where not one of 300 hard drives will fail and months where we loose 20 – all on different power supplies, platforms and from different vendors. It just happens. I personally buy Hitachi drives but have had multiple Seagates bundled with machines and have found them to be as reliable, maybe even more so, than the other manufacturers. I’ve lost twice as many HP drives, proportionately. Plus SeaTools is brilliant software!

    PR comes and goes – whilst it can cost big time the important factor is the quality of the goods and a minor mishap like this doesn’t detract from the quality of the hardware.

  35. In my experience working for small/medium company’s in the IT department drives fail all the time. In the last 5 years I’ve had entire years where not one of 300 hard drives will fail and months where we loose 20 – all on different power supplies, platforms and from different vendors. It just happens. I personally buy Hitachi drives but have had multiple Seagates bundled with machines and have found them to be as reliable, maybe even more so, than the other manufacturers. I’ve lost twice as many HP drives, proportionately. Plus SeaTools is brilliant software!

    PR comes and goes – whilst it can cost big time the important factor is the quality of the goods and a minor mishap like this doesn’t detract from the quality of the hardware.

  36. In my experience working for small/medium company’s in the IT department drives fail all the time. In the last 5 years I’ve had entire years where not one of 300 hard drives will fail and months where we loose 20 – all on different power supplies, platforms and from different vendors. It just happens. I personally buy Hitachi drives but have had multiple Seagates bundled with machines and have found them to be as reliable, maybe even more so, than the other manufacturers. I’ve lost twice as many HP drives, proportionately. Plus SeaTools is brilliant software!

    PR comes and goes – whilst it can cost big time the important factor is the quality of the goods and a minor mishap like this doesn’t detract from the quality of the hardware.

  37. In my experience working for small/medium company’s in the IT department drives fail all the time. In the last 5 years I’ve had entire years where not one of 300 hard drives will fail and months where we loose 20 – all on different power supplies, platforms and from different vendors. It just happens. I personally buy Hitachi drives but have had multiple Seagates bundled with machines and have found them to be as reliable, maybe even more so, than the other manufacturers. I’ve lost twice as many HP drives, proportionately. Plus SeaTools is brilliant software!

    PR comes and goes – whilst it can cost big time the important factor is the quality of the goods and a minor mishap like this doesn’t detract from the quality of the hardware.

  38. In my experience working for small/medium company’s in the IT department drives fail all the time. In the last 5 years I’ve had entire years where not one of 300 hard drives will fail and months where we loose 20 – all on different power supplies, platforms and from different vendors. It just happens. I personally buy Hitachi drives but have had multiple Seagates bundled with machines and have found them to be as reliable, maybe even more so, than the other manufacturers. I’ve lost twice as many HP drives, proportionately. Plus SeaTools is brilliant software!

    PR comes and goes – whilst it can cost big time the important factor is the quality of the goods and a minor mishap like this doesn’t detract from the quality of the hardware.

  39. Seagate gains points for admitting the problem and providing clear instructions on how to identify the affected drives – then lose most of those points again for providing three different sets of instructions, all Windows-only!

    Having just built a big new media server system for home (include six 1 Tb SATA drives), I’m relieved they turned out to be Samsung drives; the idea of having to pull all six drives out and connect them to some Windows machine somewhere just to check for firmware bugs really doesn’t appeal. Come on, would providing a bootable Linux floppy or CD image really have taken much effort for them?

  40. Seagate gains points for admitting the problem and providing clear instructions on how to identify the affected drives – then lose most of those points again for providing three different sets of instructions, all Windows-only!

    Having just built a big new media server system for home (include six 1 Tb SATA drives), I’m relieved they turned out to be Samsung drives; the idea of having to pull all six drives out and connect them to some Windows machine somewhere just to check for firmware bugs really doesn’t appeal. Come on, would providing a bootable Linux floppy or CD image really have taken much effort for them?

  41. Seagate gains points for admitting the problem and providing clear instructions on how to identify the affected drives – then lose most of those points again for providing three different sets of instructions, all Windows-only!

    Having just built a big new media server system for home (include six 1 Tb SATA drives), I’m relieved they turned out to be Samsung drives; the idea of having to pull all six drives out and connect them to some Windows machine somewhere just to check for firmware bugs really doesn’t appeal. Come on, would providing a bootable Linux floppy or CD image really have taken much effort for them?

  42. One more case study on why quality control procedures, usability testing, corrective actions, and an environment that promotes those who understand how critical these well-known business methods are in every good company, is so very, very important.

    Robert, I like the brick through a Window metaphor. Must have been what you learned when you were the blogger who took comments about Microsoft Windows.

  43. One more case study on why quality control procedures, usability testing, corrective actions, and an environment that promotes those who understand how critical these well-known business methods are in every good company, is so very, very important.

    Robert, I like the brick through a Window metaphor. Must have been what you learned when you were the blogger who took comments about Microsoft Windows.

  44. Man, when I heard this originally I about freaked out. I JUST bought one of these 1TB drives to replace a failing drive, and had begun migrating data over… And barely had the extra money for it, to boot. If this drive fails, I’m seriously up shit creek without a paddle. So… My drive is indeed an affected drive, and i’m going through the fix with a thousand warnings on it… If i post on this thread again, then my drive didn’t die from the “fix” lol. :D

    Really though, thanks for doing what you could to get us the info from Seagate. :)

  45. Man, when I heard this originally I about freaked out. I JUST bought one of these 1TB drives to replace a failing drive, and had begun migrating data over… And barely had the extra money for it, to boot. If this drive fails, I’m seriously up shit creek without a paddle. So… My drive is indeed an affected drive, and i’m going through the fix with a thousand warnings on it… If i post on this thread again, then my drive didn’t die from the “fix” lol. :D

    Really though, thanks for doing what you could to get us the info from Seagate. :)

  46. Oooh, just checked the firmware on my drive against the KB, seems my drive is safe. Phew. That makes me feel (a little) better hehe.

  47. Oooh, just checked the firmware on my drive against the KB, seems my drive is safe. Phew. That makes me feel (a little) better hehe.

  48. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  49. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  50. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  51. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  52. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  53. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  54. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  55. “Seagate has isolated a potential firmware issue in certain products…As part of our commitment to customer satisfaction, we are offering a free firmware upgrade to those with affected products.”

    So, am I reading this right? That basically says “we have bad firmware in some drives, and our solution is to not charge you for the fix”? Huh. Nice of them. Do they normally charge for firmware upgrades? If not…what exactly does this announcement mean, other than “hey, I think we’ll fix this”. Again…nice. Sorry, but marketing-speak in place of honest apologies always makes me cranky.

  56. Unfortunately, their “fixed” firmware won’t load on a vast majority of the affected discs. I have 3 750GB discs that I can’t put to use because they are a bad firmware and a corrected firmware is not available. Of course, the only way to find this out is to go to their forums. Seagate’s support says that the issue is fixed.

    I really love Seagate’s discs and have had great luck with them in the past, but Scoble’s post is right on. After this I don’t know if I will be purchasing any more of their products.

  57. Unfortunately, their “fixed” firmware won’t load on a vast majority of the affected discs. I have 3 750GB discs that I can’t put to use because they are a bad firmware and a corrected firmware is not available. Of course, the only way to find this out is to go to their forums. Seagate’s support says that the issue is fixed.

    I really love Seagate’s discs and have had great luck with them in the past, but Scoble’s post is right on. After this I don’t know if I will be purchasing any more of their products.

  58. Unfortunately, their “fixed” firmware won’t load on a vast majority of the affected discs. I have 3 750GB discs that I can’t put to use because they are a bad firmware and a corrected firmware is not available. Of course, the only way to find this out is to go to their forums. Seagate’s support says that the issue is fixed.

    I really love Seagate’s discs and have had great luck with them in the past, but Scoble’s post is right on. After this I don’t know if I will be purchasing any more of their products.

  59. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  60. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  61. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  62. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  63. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  64. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  65. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  66. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  67. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  68. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  69. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  70. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  71. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  72. Bad news doesn’t actually travel all that fast, it needs someone to spray the gasoline and start the fire. People rant about everything, it takes some serious analysis, hard work and key placement to get it to stick.

    The “I was wronged” ranter, just comes off as shrill and ill-informed.

  73. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  74. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  75. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  76. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  77. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  78. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  79. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  80. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  81. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  82. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  83. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  84. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  85. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  86. Hi,
    related to my post above 1:44 pm
    the firmware link has been updated
    Released as of 1/19/09 3:17pm.. Old one was released on1/18/08 at6:49 does not work.

  87. Warning IT BRICKED MY HD !!!

    i tried the new posted firmware for st3500320as (2 posted as sd1a the same day(the first wasnt able to flash)

    i had the 500gb sd15

    the flash was successful, i cycled power as told and when i boot

    the bios detects

    the 1st master cdrom(jmicron)

    the 2nd slave dvdrom(jmicron)

    the third HD C: samsung

    the 4th device hd slave(seagate)

    then the bios boot identifies

    each device cdrom/dvdrom with their model type and brand

    the third device samasung hd400LJ

    and at the 4th

    but after i have a “stop” hd error

    if i type f1 to continue , vista isnt able to load properly

    i had to disconnect the seagate in order to able to load vista

    My motherboard Asus P5WDH deluxe

    i tried to go into the bios,

    i tried to reflash, the flashing process went right except it doesnt solve the boot process

    the scan feature is functionning detecting st3500320as as SD1A !!

    thanks M….. at seagate

    what else now a third firmware post this day???

  88. Warning IT BRICKED MY HD !!!

    i tried the new posted firmware for st3500320as (2 posted as sd1a the same day(the first wasnt able to flash)

    i had the 500gb sd15

    the flash was successful, i cycled power as told and when i boot

    the bios detects

    the 1st master cdrom(jmicron)

    the 2nd slave dvdrom(jmicron)

    the third HD C: samsung

    the 4th device hd slave(seagate)

    then the bios boot identifies

    each device cdrom/dvdrom with their model type and brand

    the third device samasung hd400LJ

    and at the 4th

    but after i have a “stop” hd error

    if i type f1 to continue , vista isnt able to load properly

    i had to disconnect the seagate in order to able to load vista

    My motherboard Asus P5WDH deluxe

    i tried to go into the bios,

    i tried to reflash, the flashing process went right except it doesnt solve the boot process

    the scan feature is functionning detecting st3500320as as SD1A !!

    thanks M….. at seagate

    what else now a third firmware post this day???

  89. Warning IT BRICKED MY HD !!!

    i tried the new posted firmware for st3500320as (2 posted as sd1a the same day(the first wasnt able to flash)

    i had the 500gb sd15

    the flash was successful, i cycled power as told and when i boot

    the bios detects

    the 1st master cdrom(jmicron)

    the 2nd slave dvdrom(jmicron)

    the third HD C: samsung

    the 4th device hd slave(seagate)

    then the bios boot identifies

    each device cdrom/dvdrom with their model type and brand

    the third device samasung hd400LJ

    and at the 4th

    but after i have a “stop” hd error

    if i type f1 to continue , vista isnt able to load properly

    i had to disconnect the seagate in order to able to load vista

    My motherboard Asus P5WDH deluxe

    i tried to go into the bios,

    i tried to reflash, the flashing process went right except it doesnt solve the boot process

    the scan feature is functionning detecting st3500320as as SD1A !!

    thanks M….. at seagate

    what else now a third firmware post this day???

  90. This firmware upgrade has killed my ST3500320AS drive… Thank you Segate!
    Now the firmware is gone (“This file has been temporarily taken offline as of Jan 19, 2008 8PM CST for validation.”), so is my drive and my data (I have a backup, but need a new drive).

  91. This firmware upgrade has killed my ST3500320AS drive… Thank you Segate!
    Now the firmware is gone (“This file has been temporarily taken offline as of Jan 19, 2008 8PM CST for validation.”), so is my drive and my data (I have a backup, but need a new drive).

  92. Seagate learns important PR lesson: make good products.

    Watkins and the Maxtor digestion, made them lose their way.

  93. Seagate learns important PR lesson: make good products.

    Watkins and the Maxtor digestion, made them lose their way.

  94. PS – I claim the coining of Seagategate, as well as Loser Generated Content, that one got tossed all over, too bad didn’t copyright it…joooke. ;)

  95. PS – I claim the coining of Seagategate, as well as Loser Generated Content, that one got tossed all over, too bad didn’t copyright it…joooke. ;)

  96. PS – I claim the coining of Seagategate, as well as Loser Generated Content, that one got tossed all over, too bad didn’t copyright it…joooke. ;)

  97. Sadly Seagate gets an F on this. I happened to get (5) drives impacted by this situation.

    Ding #1: Seagate provided info for PC users only and not Mac
    Ding #2: Seagate not only has limited times for phone support (super lame), they didn’t even have their phones up and running during the hours they said they would.
    Ding #3: Seagate was unresponsive in emails sent in requesting assistance to the situation

    The end result…
    I’ve returned the drives to the vendor I purchased them from in exchange for highly rated Samsung drives. Mind you highly rated by a vocal minority of my social network that spoke up on Facebook. In addition my once loyal following of Seagate is gone… likely forever. If I can’t get the support I need then why do business with them?!

    To rub salt in my wound. Had my drives been working I would have been able to successfully backup and duplicate my production drive. Instead while waiting two days for a response from Seagate my production drive had a catastrophic failure. The make of the drive… Seagate (a la Maxtor). After all of this I’m done with Seagate.

  98. Sadly Seagate gets an F on this. I happened to get (5) drives impacted by this situation.

    Ding #1: Seagate provided info for PC users only and not Mac
    Ding #2: Seagate not only has limited times for phone support (super lame), they didn’t even have their phones up and running during the hours they said they would.
    Ding #3: Seagate was unresponsive in emails sent in requesting assistance to the situation

    The end result…
    I’ve returned the drives to the vendor I purchased them from in exchange for highly rated Samsung drives. Mind you highly rated by a vocal minority of my social network that spoke up on Facebook. In addition my once loyal following of Seagate is gone… likely forever. If I can’t get the support I need then why do business with them?!

    To rub salt in my wound. Had my drives been working I would have been able to successfully backup and duplicate my production drive. Instead while waiting two days for a response from Seagate my production drive had a catastrophic failure. The make of the drive… Seagate (a la Maxtor). After all of this I’m done with Seagate.

  99. Sadly Seagate gets an F on this. I happened to get (5) drives impacted by this situation.

    Ding #1: Seagate provided info for PC users only and not Mac
    Ding #2: Seagate not only has limited times for phone support (super lame), they didn’t even have their phones up and running during the hours they said they would.
    Ding #3: Seagate was unresponsive in emails sent in requesting assistance to the situation

    The end result…
    I’ve returned the drives to the vendor I purchased them from in exchange for highly rated Samsung drives. Mind you highly rated by a vocal minority of my social network that spoke up on Facebook. In addition my once loyal following of Seagate is gone… likely forever. If I can’t get the support I need then why do business with them?!

    To rub salt in my wound. Had my drives been working I would have been able to successfully backup and duplicate my production drive. Instead while waiting two days for a response from Seagate my production drive had a catastrophic failure. The make of the drive… Seagate (a la Maxtor). After all of this I’m done with Seagate.

  100. In my opinion, it has shattered the illusion that WD and Seagate are the only two reliable HDD manufacturers. No PR can change that, only make it hurt less than if it was handled poorly.

  101. In my opinion, it has shattered the illusion that WD and Seagate are the only two reliable HDD manufacturers. No PR can change that, only make it hurt less than if it was handled poorly.

  102. In my opinion, it has shattered the illusion that WD and Seagate are the only two reliable HDD manufacturers. No PR can change that, only make it hurt less than if it was handled poorly.

  103. OK, if Seagate “learned” to keep their customers happy, why didn’t they do it in this case? They abandon their non-Windows users (like me!) entirely, put out a rushed “fix” which actually bricks some drives itself … happy? No. Reluctant to touch another Seagate drive – not just because of the product fault, which could happen to anyone, but because of this botched handling? Yes.

    I’ll admit it made me happy in this instance – happy to be a Samsung customer rather than a Seagate one for my batch of new 1Tb drives – but it’s not exactly a PR triumph for them.

  104. OK, if Seagate “learned” to keep their customers happy, why didn’t they do it in this case? They abandon their non-Windows users (like me!) entirely, put out a rushed “fix” which actually bricks some drives itself … happy? No. Reluctant to touch another Seagate drive – not just because of the product fault, which could happen to anyone, but because of this botched handling? Yes.

    I’ll admit it made me happy in this instance – happy to be a Samsung customer rather than a Seagate one for my batch of new 1Tb drives – but it’s not exactly a PR triumph for them.

  105. OK, if Seagate “learned” to keep their customers happy, why didn’t they do it in this case? They abandon their non-Windows users (like me!) entirely, put out a rushed “fix” which actually bricks some drives itself … happy? No. Reluctant to touch another Seagate drive – not just because of the product fault, which could happen to anyone, but because of this botched handling? Yes.

    I’ll admit it made me happy in this instance – happy to be a Samsung customer rather than a Seagate one for my batch of new 1Tb drives – but it’s not exactly a PR triumph for them.