Colin H Ekc

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| map-marker Surrey, British Columbia

Expensive dead drive, won't honor warranty

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Sabrent - Expensive dead drive, won't honor warranty

Bought a large (and expensive - nearly $2000) external nvme SSD made by Sabrent. It is 8TB and came in a TB3/USB3.2 enclosure.

It has randomly died, completely.

And it's been a few weeks since my last backup. This stuff happens -- drives failures (all brands) and backup hiccups. That's why there's Data Recovery companies in my area staying very busy with business.

Sabrent supposedly covers my drive and will replace it in this scenario. Supposedly.

I call a couple data recovery companies and ask about the scenario I'm in, and mention I want to replace via warranty once I retrieve my lost data.

They explain this is a *typical* scenario, and basically never a problem, they simply give me a letter explaining that the drive came to them untouched, but dead. And that the enclosure was opened by the data recovery company in order to recover data. One company casually listed off a good handful known manufacturers they've done this for regularly without an issue.

So I thought I'd be fine, but just doing my due diligence, called Sabrent to check protocol.

Getting a data recovery company to look at my drive? Nope, not allowed.

Because I couldn't believe what I was hearing, I called them a total of three times in order to talk to different people in different departments.

They all echoed the same thing: "Our company policy is that if you send us a drive and the enclosure has been opened, we will reject your warranty and send the drive back.

We don't care about the letter."

To be clear, I was told "You have to choose between your data the drive (replacement)"

Selling a $2000 drive that randomly dies in a matter of months without even being put under any stress, and then telling me you won't replace it if I try to get professional help to recovery my work? That's criminal.

I can't believe I'm being treated like this, and the financial impact this has for someone in my situation is very serious (especially when adding in the lost time, on top of replacing an 8TB nvme, paying recovery costs, etc).

Please don't support a company who treats people like this -- it's gonna hurt you when their product fails and tell you're a sucker for believing their warranty meant anything.

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Loss:
$4000
Pros:
  • Seems more affordable in the short term
Cons:
  • Hidden policy used to avoid delivering on warranty
  • Long term cost and headache much worse

Preferred solution: 8tb ssd (internal!) with a separate enclosure for tb3/usb3.2 that the 'internal' drive can be put into

User's recommendation: Buy Corsair, Samsung or other reputable company (definitely no sealed enclosures from Sabrent)

jon m Ncb

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Helsby, England

Legal documents

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Sabrent - Legal documents
Sabrent - Legal documents - Image 2
Warranty is not worth the paper its written on, customer services wants you to be an IT expert, with all the extra testing equipment to hand! its called delaying, obstructive and dam right ignorant......shame on you Sabrent, also if you buy off eBay its not warranted but Amazon is ok??? does it really make a difference? new is new, PayPal receipt shown......
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Preferred solution: Let the company propose a solution

User's recommendation: don't buy

Anonymous

Customer service

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Can't login to their website to claim extended warranty. Sabrent never got back in touch with me....
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Anonymous
map-marker Mesquite, Texas

Non supportive associates

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No more procurement of Sabrent products in future. Very bad customer service
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User's recommendation: Never buy their products

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