Question about Warranty Claim for WD Red 4TB

[Ruff.Hi]

I purchased one of the above from B&H Photo back in April 2016 as an OEM drive. WD wouldn't accept it as a registered product with a warranty because it was OEM and I contacted B&H Photo to confirm that any warranty claim was with them. They agreed that they would honor the warranty.

Two days ago, this drive thru a ...

Device: /dev/da2 [SAT], Self-Test Log error count increased from 0 to 1

Subsequent SMART report showed (see below).

Is a multi zone error rate > 0 enough for a warranty claim? I am pretty confident that WD would honor it.

I chatted with BH Photo ...

BH Photo: Correct the order and the return has been notated to be processed under a warranty claim.
Me: great - so I fedex it back and you fedex me a replacement?
BH Photo: Our repairs team will evaluate the issue and clarify if it can be resolved or proceed with an exchange.

Anyone had experience with BH Photo and warranty claims?

Code:

########## SMART status report for da2 drive (Western Digital Red: WD-WCC*****PH16) ##########
smartctl 6.6 2017-11-05 r4594 [FreeBSD 11.1-STABLE amd64] (local build)

SMART overall-health self-assessment test result: PASSED

ID# ATTRIBUTE_NAME		  FLAG	 VALUE WORST THRESH TYPE	  UPDATED  WHEN_FAILED RAW_VALUE
  1 Raw_Read_Error_Rate	 0x002f   200   200   051	Pre-fail  Always	   -	   0
  3 Spin_Up_Time			0x0027   201   173   021	Pre-fail  Always	   -	   6908
  4 Start_Stop_Count		0x0032   100   100   000	Old_age   Always	   -	   87
  5 Reallocated_Sector_Ct   0x0033   200   200   140	Pre-fail  Always	   -	   0
  7 Seek_Error_Rate		 0x002e   200   200   000	Old_age   Always	   -	   0
  9 Power_On_Hours		  0x0032   071   071   000	Old_age   Always	   -	   21777
 10 Spin_Retry_Count		0x0032   100   253   000	Old_age   Always	   -	   0
 11 Calibration_Retry_Count 0x0032   100   253   000	Old_age   Always	   -	   0
 12 Power_Cycle_Count	   0x0032   100   100   000	Old_age   Always	   -	   87
192 Power-Off_Retract_Count 0x0032   200   200   000	Old_age   Always	   -	   59
193 Load_Cycle_Count		0x0032   200   200   000	Old_age   Always	   -	   190
194 Temperature_Celsius	 0x0022   124   115   000	Old_age   Always	   -	   28
196 Reallocated_Event_Count 0x0032   200   200   000	Old_age   Always	   -	   0
197 Current_Pending_Sector  0x0032   200   200   000	Old_age   Always	   -	   0
198 Offline_Uncorrectable   0x0030   100   253   000	Old_age   Offline	  -	   0
199 UDMA_CRC_Error_Count	0x0032   200   200   000	Old_age   Always	   -	   0
200 Multi_Zone_Error_Rate   0x0008   200   200   000	Old_age   Offline	  -	   1

No Errors Logged

smartctl 6.6 2017-11-05 r4594 [FreeBSD 11.1-STABLE amd64] (local build)

SMART Self-test log structure revision number 1
Num  Test_Description	Status				  Remaining  LifeTime(hours)  LBA_of_first_error
# 1  Short offline	   Completed without error	   00%	 21776		 -
# 2  Extended offline	Completed: read failure	   90%	 21753		 215405576
# 3  Short offline	   Completed without error	   00%	 21752		 -
# 4  Short offline	   Completed without error	   00%	 21728		 -
# 5  Short offline	   Completed without error	   00%	 21704		 -

 

[Johnnie Black]

Is a multi zone error rate > 0 enough for a warranty claim? I am pretty confident that WD would honor it.

I would make the claim based on the failed extended SMART test, it's a better reason and they should honor that.

 

[Stux]

Failed extended smart test should be definitive.

 

[Ruff.Hi]

Thanks guys. I am fedexing the drive back today. I wish the smart test dump would put in the current date.

Edit: No worries ... just added this to my SMART email script.

Code:

echo "########## SMART status report for ${drive} drive (${brand}: ${serial}) ##########"
nowtmp=$(date "+%A %d %Y %X")
echo "Current Date / Time - $nowtmp"

 

[Ruff.Hi]

Update: Sent in my defective HDD with Smart test results and proof of purchase. Got back a new OEM drive that has passed a) short smart test, b) conveyance smart test and is currently c) working on the long smart test (due to finish at 1am).

Then it is badblocks testing before it is pressed into service.