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Service & Support
Customer Satisfaction Survey
Dear Göran,

Thank you for taking the time to complete our customer satisfaction survey. Your feedback helps 
us measure the quality of service and support we provided. Please rate the services you received
when you contacted Western Digital's Support Services.

1. Please rate the representative with whom you interacted across the traits below in your last 
contact with us.

Courtesy - Very Dissatisfied
Knowledge - Very Dissatisfied
Support - Very Dissatisfied
Satisfaction - Very Dissatisfied

------------------------------------------------------------------------------------------------

Courtesy - The representative was courteous and professional
Knowledge - The representative was knowledgeable in regards to your issue
Support - The representative did everything possible to resolve your issue
Satisfaction - Overall satisfaction with the service and support you received from the 
representative

Additional Comments (Please limit your comments within 4000 characters):
- I am very dissatisfied with the response from your support technician. When I asked a 
  technical question I only received unrelated questions and incompetent guesses with no logical
  reasoning behind them. At the end I have still not got my questions answered, the only thing I
  learned is that there is no use to contact your support if there is a problem or question I 
  cannot solve myself.

2. How likely are you to recommend this product to your friends, colleagues, or family?
- I can never recommend a hard-drive that behaves strangely with no sane explanation why it does
  so, and to make it even worse you try to push over the responsibility to the other components 
  in the system, which by the way works perfectly fine with all other drives I've tested. This 
  is really sad since I pretty much was a happy WD customer until I bought this device.

3. How much effort did you personally have to put forth to handle your request? 
- I have really tried to explain my problem and giving as much technical details as possible. I 
  even tried to educate your technician about how the PC boot process works just to get him to 
  understand the problem - but of course with no luck. All in all I wrote 7 emails before giving
  up hope on getting an answer.

4. If you had tried to resolve your question prior to speaking to a live agent or sending us an 
   email, how easy or difficult was it to use the features below? Please select N/A if it's not 
   applicable.

Support website - Ok
Automated phone system - N/A

Additional Comments (Please limit your comments within 4000 characters):
- I've tried searching both WD web and different forums to find some relevant information about 
  the initiation time of the WD Caviar Black drives without any luck

5. Did you attempt to handle your request through self-service (via our website) before 
   contacting us directly?
- I looked for answers but the very nature of my problem was not covered in the general 
  specifications sheets or FAQs.

6. Please rate the product you contacted us about based on the attributes below.
Ease of Use - Very Dissatisfied
Reliability - Very Dissatisfied
Documentation - Very Dissatisfied
Design and Appearance - Neutral
Price - Dissatisfied

Additional Comments (Please limit your comments within 4000 characters):
If I cant get a descent answer to why the component behaves different from all other disk drives
I've ever owned I can't really rely on it or be satisfied with the price or any other aspect of 
the product. With good support and a good explanation to my issues this could just have been a 
minor issue which would allowed me to rate the product much higher.

7. Would you like to be notified on news and updates related to our products?
No - Unless you have a proper explanation to the drives spin up/initiation problems I'm 
experiencing I am not interested in updates or anything else from WD. This is really sad since 
I pretty much was a happy WD customer until I bought this device.

------------------------------------------------------------------------------------------------


Response (Don S.)	02/02/2010 11:11 AM
Dear Göran,

Thank you for your reply.

Q1,
Title: How can I check the warranty of my drive?
URL:
http://wdc.custhelp.com/cgi-bin/wdc.cfg/php/enduser/std_adp.php?p_faqid=915&p_created=1047361575

Title: How can I replace a product under warranty?
URL:
http://wdc.custhelp.com/cgi-bin/wdc.cfg/php/enduser/std_adp.php?p_faqid=8&p_created=1003424317

Q2,
Please refer to the links above on our replacement process.

Q3,
If the drive is not compatible with your system, I would consult with that system manufacture 
for any possible alternatives.

I hope that we have met your expectations today and that you are satisfied with our service. If 
you have any further questions, please reply to this email and we will be happy to assist you 
further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com

Customer (Göran Hane) 	01/31/2010 01:26 PM 
You just don't understand the problem, do you?

The bootsector will be found and booted if the BIOS finds it. The IBM PC bootsector is defined 
as the first block (512 bytes) of a disk. The BIOS will read the first 512 bytes of the disk and
if they end with 0x55, 0xAA it will try to boot from that disk. At this point there is NO 
OPERATING SYSTEM running and the 0x55, 0xAA signature is not dependent on the operating system 
- it is the same for all x86 PC's.

So the case here is one of the following two:
1. The BIOS does not recognize the disk while it is spinning up.
2. The BIOS finds the disk but cannot read from it.

If you have Windows XP working on another computer, well thats good for you. If you think that 
proves that there is nothing wrong with the disk, I can say that I have Linux booting from 
multiple other disks in this system, so that proves that my system is working and the disk is 
faulty - doesn't it? Still my WD1001FAALS may or may not behave different from the one you have
in your system.

I could install Windows just to prove my point - It would get the exact same behavior since the 
bootsector never is loaded, but I really prefer not to since that would result in several hours
of work, especially since I do not currently have another disk to transfer my Linux system to.

As for supported operating systems. Are you actually meaning that Windows XP and Windows Vista 
the only operating systems that should run on your disks?
I also must ask if IBM PC-DOS is an supported OS since your diagnostics tool is based on that.
(Could save me a lot work just to write a DOS bootsector instead of installing Windows, but 
still need to solve the backup problem of the system).

Finally a few more questsions:
- If I want the disk replaced, where should I turn then?
- Will I get the replacement disk before I return the old one?
- What todo if the Caviar Black series of disks just doesn't work well with my Intel main 
  board/BIOS?

/G

Dear Göran,

Thank you for contacting Western Digital Customer Service and Support. My name is Don S.

I am sorry, but we do not support your BIOS and I was merely giving you an example. Basically 
either our drive is spinning up to fast, or your BIOS is and the drive and BIOS are not making 
the hand shake. 
Regardless, there is nothing we can do on the drive to change this so your only option would be
to work with your system/Bios manufacture since this appears to be a timing issue. However, 
with this being said if you feel the drive is faulty and the cause of this we can replace the 
drive as a precaution. I have already discussed this with one of our FAE and again there is 
nothing we can do at a drive level to address this issue in your system running Linux/Unix. 
Does this same issue occur in Windows XP or Vista. as I have one of these drives in my test 
system and it works fine under Windows XP

I hope that we have met your expectations today and that you are satisfied with our service. 
If you have any further questions, please reply to this email and we will be happy to assist 
you further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com

 Customer (Göran Hane) 	01/28/2010 12:57 PM 
Hi,

Thanks for finally trying to answer my initial question.

I am nowever not saticfied with your explanation.
Did you even think about the logic before you wrote your answer?
I suggest that you get som education about how the BIOS works.
It is the BIOS that initiates the search for bootable devices, not the other way around.
With your logic the hard drive would not be found upon reboot (which is the case here - it
is only the inital boot after power on that is affected, soft resets or reboots without
spinning down the disks works just fine).

It is the harddrive that is slow and the BIOS that is fast - not the other way around as you 
suggested.

I am not interested in your guesses, I want technical facts.
Can you please hand over this issue to someone with the technical knowledge to actually give me
some valuable support here?

If you don't have anyone that can answer this kind of questions I suggest that you send me 
another WD1001FALS and I can do the diagnostics and comparsion myself instead.

PS. I am about to upgrade my file-server as well and was considering WD drives for the 
RAID-array, but if this is the kind of support I can expect I will surely go back to Seagates 
instead. DS.

Thanks,
Göran

 Response (Don S.)	01/27/2010 03:22 PM
Dear Göran,

Thank you for contacting Western Digital Customer Service and Support. My name is Don S.

Going back to your original question taking it as is without looking at a OS or your system 
BIOS, it sounds like the drive was/is spinning up faster then what your BIOS can detect. By 
slowing down the boot up prcess in your CMOS if the drive is then recognized then the issue 
would again be related to a faster access drive coming ready. However, there is nothing we can 
do on our side realted to the drive to slow down the boot up of the drive.

I hope that we have met your expectations today and that you are satisfied with our service. If
you have any further questions, please reply to this email and we will be happy to assist you 
further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com

Customer (Göran Hane) 	01/27/2010 03:03 PM 
Can you please cut the crap?
It is a damn firmware/BIOS problem.

And no - Windows WILL NOT BOOT if the BIOS can't detect the disk.
 
 Response (Don S.) 	01/27/2010 01:49 PM 
Dear Göran,

Thank you for your reply.

I am sorry, but again if you are running in Linux/Unix we would not be able to address your 
concerns.


I hope that we have met your expectations today and that you are satisfied with our service. If
you have any further questions, please reply to this email and we will be happy to assist you 
further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com

 Customer (Göran Hane) 	01/27/2010 11:36 AM 
Hi,

What operating system I am running is not relevant (and I've already given all details - the 
BIOS does never try to load any operating system since the disk does not answer to the host 
until after the BIOS has given up searching for disks). Please read my previous question again, 
and forward to firmware or hw-design department if you can't find an answer elsewhere.

Thanks.
 
 Response (Don S.) 	01/27/2010 11:06 AM 
Dear Göran,

Thank you for contacting Western Digital Customer Service and Support. My name is Don S.

I am sorry, but before I can continue what operating system are your running under.

I hope that we have met your expectations today and that you are satisfied with our service. If
you have any further questions, please reply to this email and we will be happy to assist you 
further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com
 
 Customer (Göran Hane) 	01/26/2010 04:31 AM 
Hi Don,

I still don't feel that my original question has been answered:

Why is the time from Initial power-on to the point when the device starts responding to the 
host computer on the WD1001FALS much longer than say WD10EADS?

This time is so long that the BIOS fails to recognize the WD1001FALS as a boot device if I don't
enable a specific wait for harddrive delay.

Spin-up of the device does not seem to be the problem since it is clocked to just under 1.1s in
the SMART data.

Are the head unloading and initiation of the Black-series disks supposed to do more stuff and 
take longer time than on for example the Green series disks?

Please note that this is in no way related to which operatingsystem I am using. And I am very 
doubtful that any self diagnostic tests which barely checks the mechanics and does surface 
scans could find this problem if it is an issue since as soon as the hdd is recognized by the 
computer this is no longer an issue.

Thanks,
Göran
 
 Response (Don S.) 	01/25/2010 02:17 PM 
Dear Göran,

Thank you for your reply.

If you are running the drive in a supported OS (not Linux/Unix) and the drive passes our 
diagnostics then the drive should be fine. However, if the drive fails our diagnostics or is 
not able to run I would replace the drive as a precaution.




I hope that we have met your expectations today and that you are satisfied with our service. If
you have any further questions, please reply to this email and we will be happy to assist you 
further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com
 
 Customer (Göran Hane) 	01/24/2010 11:46 PM 
Ho Don,

Thanks for your quick reply.

I have actually managed to run the DLGDIAG5 utility now. (Replaced another tool on a raw disk 
image that I was able to boot form USB).
Niether DLGDIAG quick and extended or Smartmoontools short and long SMART self tests did return 
any errors.

After reviewing the SMART data I can see that Spin_Up_Time is way higher than any disk i've had 
before... But when comparing smartctl output from other WD Caviar Black devices on the net there
doesnt seem to be much difference.

Do you still recommend that I get the disk replaced or should we conclude this slightly longer 
initiation time a "feature" of the Black disks?

I have attached the full output from smartctl -a with raw SMART values which doesn't really 
mean much to me since they vary too much between disks and manufactorers.

Once again, thanks for the fast and kindly support!
Göran

smartctl 5.39 2009-12-09 r2995 [x86_64-unknown-linux-gnu] (local build)
Copyright (C) 2002-9 by Bruce Allen, http://smartmontools.sourceforge.net

=== START OF INFORMATION SECTION ===
Model Family: Western Digital Caviar Black family
Device Model: WDC WD1001FALS-00E8B0
Serial Number: WD-WMATV4148094
Firmware Version: 05.00K05
User Capacity: 1,000,204,886,016 bytes
Device is: In smartctl database [for details use: -P show]
ATA Version is: 8
ATA Standard is: Exact ATA specification draft version not indicated
Local Time is: Sat Jan 23 23:10:00 2010 CET
SMART support is: Available - device has SMART capability.
SMART support is: Enabled

=== START OF READ SMART DATA SECTION ===
SMART overall-health self-assessment test result: PASSED

General SMART Values:
Offline data collection status: (0x84) Offline data collection activity
was suspended by an interrupting command from host.
Auto Offline Data Collection: Enabled.
Self-test execution status: ( 0) The previous self-test routine completed
without error or no self-test has ever
been run.
Total time to complete Offline
data collection: (18000) seconds.
Offline data collection
capabilities: (0x7b) SMART execute Offline immediate.
Auto Offline data collection on/off support.
Suspend Offline collection upon new
command.
Offline surface scan supported.
Self-test supported.
Conveyance Self-test supported.
Selective Self-test supported.
SMART capabilities: (0x0003) Saves SMART data before entering
power-saving mode.
Supports SMART auto save timer.
Error logging capability: (0x01) Error logging supported.
General Purpose Logging supported.
Short self-test routine
recommended polling time: ( 2) minutes.
Extended self-test routine
recommended polling time: ( 208) minutes.
Conveyance self-test routine
recommended polling time: ( 5) minutes.
SCT capabilities: (0x303f) SCT Status supported.
SCT Feature Control supported.
SCT Data Table supported.

SMART Attributes Data Structure revision number: 16
Vendor Specific SMART Attributes with Thresholds:
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 253 253 021 Pre-fail Always - 1116
4 Start_Stop_Count 0x0032 100 100 000 Old_age Always - 28
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 100 100 000 Old_age Always - 294
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 - 25
192 Power-Off_Retract_Count 0x0032 200 200 000 Old_age Always - 20
193 Load_Cycle_Count 0x0032 200 200 000 Old_age Always - 7
194 Temperature_Celsius 0x0022 114 112 000 Old_age Always - 36
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 - 0

SMART Error Log Version: 1
No Errors Logged

SMART Self-test log structure revision number 1
Num Test_Description Status Remaining LifeTime(hours) LBA_of_first_error
# 1 Extended offline Completed without error 00% 292 -
# 2 Short offline Completed without error 00% 289 -
# 3 Extended offline Aborted by host 90% 289 -
# 4 Short offline Aborted by host 30% 289 -
# 5 Extended offline Aborted by host 50% 289 -

SMART Selective self-test log data structure revision number 1
SPAN MIN_LBA MAX_LBA CURRENT_TEST_STATUS
1 0 0 Not_testing
2 0 0 Not_testing
3 0 0 Not_testing
4 0 0 Not_testing
5 0 0 Not_testing
Selective self-test flags (0x0):
After scanning selected spans, do NOT read-scan remainder of disk.
If Selective self-test is pending on power-up, resume after 0 minute delay.
 
 Response (Don S.) 	01/23/2010 10:08 AM 
Dear Göran,

Thank you for contacting Western Digital Customer Service and Support. My name is Don S.

I am sorry, but we do not have any modified files of our diagnostics we can send you. I would 
try the diag on another system but if you are not able to run I would replace the drive as a 
precaution.


I hope that we have met your expectations today and that you are satisfied with our service. If
you have any further questions, please reply to this email and we will be happy to assist you 
further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com
 
 Customer (Göran Hane) 	01/23/2010 08:00 AM 
Hi,

Thanks for your reply.

Unfortunately I cannot run the diagnostics tool:
- When trying to boot from the CD written from the ISO file I get "Could not load DOS! Press 
  key..." (I also get this error with a Seagate diagnostics disc that I've used on other 
  computers so the BIOS must have some compatibility issues with this kind of boot emulation)
- I also tried to write the ISO to an USB stick using unetbooting but this also fails to boot.

Since I don't have Windows or any floppy drive I can't write the floppy version of the tool.
- Is it possible to get a raw floppy image of the floppy version so I can create an El-Torito 
  Floppy emulation Boot CD and try with?

I only have one workstation with SATA controller, so I can't test in any other computer. But 
both the WD10EADS and Seagate disks boots fine when connected to the same cable.

Without the 5s HDD pre-delay in the bios the WD1001FALS disk reaches working rpm and unloads 
the heads just after the BIOS has finished initiation and therefore is not recognized as a boot 
device.

Thanks,
Göran
 
 Customer (Entered by Don S.) 	01/17/2010 10:17 AM 
Dear Göran,

Thank you for contacting Western Digital Customer Service and Support. My name is Don S.

Western Digital technical support only provides jumper configuration and physical installation 
support for hard drives used in systems running the Linux/Unix operating systems. For setup 
questions beyond physical installation of your Western Digital hard drive, please contact the 
vendor of your Linux/Unix operating system.

If you feel the drive may be the cause of your problem, I would try the drive in another 
computer to see if the same issue follows. I would also make sure you try another known good 
data cable to see if this helps. If the same issue follows, the drive likely bad, and should be 
replaced.


Please test the drive for errors by running the extended diagnostic test on the drive using the 
Data Lifeguard Tools disk that came with the hard drive. I have included a link below to assist 
you on this process.

First, make sure that the BIOS settings are set to "Auto Detect" and "Mode" should be "Auto" for
 this drive.

Second, make sure the hard drive is jumpered correctly Single (no jumper), Master (pins 5/6), 
Slave (pins 3/4).

If you are using a SATA drive, disregard the jumper settings listed above.

Title: How to create a Data Lifeguard Tools 11 diagnostic diskette.
URL:
http://wdc.custhelp.com/cgi-bin/wdc.cfg/php/enduser/std_adp.php?p_faqid=1082&p_created=1064446093

If there are no errors detected with the software, then the drive is working properly and is not
 likely the cause of your problem. Make sure you have the latest BIOS updates and drivers 
installed for your system or motherboard, and any Windows updates and service packs.

If the hard drive test will not run, or the drive is found to be faulty, I would replace the 
hard drive.

Title: How can I check the warranty of my drive?
URL: 
http://wdc.custhelp.com/cgi-bin/wdc.cfg/php/enduser/std_adp.php?p_faqid=915&p_created=1047361575

Title: How can I replace a product under warranty?
URL: 
http://wdc.custhelp.com/cgi-bin/wdc.cfg/php/enduser/std_adp.php?p_faqid=8&p_created=1003424317

Answer Title: Diagnostic error codes from Data Lifeguard Tools.
Answer Link: 
http://wdc.custhelp.com/cgi-bin/wdc.cfg/php/enduser/std_adp.php?p_faqid=654&p_created=1035481296

I hope that we have met your expectations today and that you are satisfied with our service. If 
you have any further questions, please reply to this email and we will be happy to assist you 
further.

Sincerely,
Don S.
Western Digital Service and Support
http://support.wdc.com
 
 Customer (Göran Hane) 	01/14/2010 01:58 PM 
Perhaps it was wrong of me to select operating system since this is not at all an operating 
system related issue/question, but more generally about the disk and/or motherboard/bios 
combination.
 
 Customer (Göran Hane) 	01/10/2010 05:38 AM 
Hi,

I recently bought a WD1001FALS and are experiencing problems that I have not seen with my 
previous disks in this system (WD10EADS and Seagate Barracuda 7200.10):
The drive is not recognized and cannot be booted from after a cold power on.
If I do a reset after the no boot device message it boots just fine.
It was possible to work around this by adding a HDD delay in the BIOS (tried to set it to 5s, 
haven't tried lower values yet).
My question is if this is known or acceptable behavior or if it could be something wrong with 
the disk (especially since the WD10EADS boots just fine without any problems on the same SATA 
port with the same cables).

Best regards,
Göran Hane
  	System / Motherboard
  	Intel DG965OT