Seagate Closing L1 and L2 Support Tomorrow

[theandrewg]

I just go off the phone with L2 Seagate support and the agent said it was their last day at Seagate is tomorrow. This was because "Seagate is shutting down the entire department of L1 and L2 agents".  Now this could just be over the phone support. However, the agents did not know. They also did not know what is coming up next for support. They did mention that something new is happening on Monday.

 

Since they weren't able to resolve my issue I'll be reaching out on Monday and seeing what response. Unless I'm able to go through a partner route I'll report back as an informal secrets shopper.

If you think I should switch away from Seagate Enterprise drives for Synology disc stations recommendations are welcome.

[DrMacintosh]

What exactly would L1 and L2 techs be doing over the phone for Seagate? Is the drive plugged in? Is it making some clicking sound? Seems like a large expense for nothing beneficial for the user.

[Holmes108]

46 minutes ago, DrMacintosh said:

What exactly would L1 and L2 techs be doing over the phone for Seagate? Is the drive plugged in? Is it making some clicking sound? Seems like a large expense for nothing beneficial for the user.

Might not be tech support, just general customer support. Sales info/questions, warranties, complaints, etc.

[cmndr]

Sounds like something that an LLM can handle 95% of. 

[LAwLz]

3 hours ago, theandrewg said:

Since they weren't able to resolve my issue I'll be reaching out on Monday and seeing what response. Unless I'm able to go through a partner route I'll report back as an informal secrets shopper.

If you think I should switch away from Seagate Enterprise drives for Synology disc stations recommendations are welcome.

Wait, why did you contact Seagate support and what product did you contact them about? Since you bring up Synology disc stations, "seagate enterprise drives", and "a partner route" it sounds to me like you are using some storage system like the Exos X 2U12. It might be a good idea to preface with this if that's the case because most people on this forum will think of Seagate consumer drives when they hear "Seagate".

 

If that's the case, it might be a good idea to contact the reseller you bought the system from. If it's a VAR then maybe they will have more information.

[NinJake]

Not entirely related. But I'm still a little salty about ordering an ironwolf pro drive. Upon the initial installation in one of my systems, it failed to work properly. After some trivial troubleshooting I determined the drive to be faulty upon delivery and requested a RMA. Tech support was fine, however they sent me a refurb drive in exchange. I understand that "it's their policy", but it was enough for me to determine I won't be ordering their drives if there are similar drives for the same price or a small percentage more.

 

I also understand that it's quite possible that a "dead on arrival" (DoA) drive can happen from any company. But it was the fact they would not honor my request for a new drive in exchange for my dead, new drive.

 

Maybe a machine would have sorted that out for me

[DrMacintosh]

1 hour ago, NinJake said:

however they sent me a refurb drive in exchange.

Ok, but how many power on hours did the drive have?

[NinJake]

15 hours ago, DrMacintosh said:

Ok, but how many power on hours did the drive have?

I don't recall at this point.

[Sarra]

17 hours ago, LAwLz said:

It might be a good idea to preface with this if that's the case because most people on this forum will think of Seagate consumer drives when they hear "Seagate".

I actually was thinking enterprise, not consumer, as soon as I saw L1 and L2, but maybe I'm weird.

 

20 hours ago, theandrewg said:

This was because "Seagate is shutting down the entire department of L1 and L2 agents".  Now this could just be over the phone support.

Well, I'm really glad I decided to go with consumer SSD instead of Seagate enterprise drives for my upcoming NAS/LAS build.