Lacie Customer Service

Yes the product is very sleek and fashionable looking, but the function is totally crap...
I have only bought that hard disc for less than 2 months, only used for less than 10 times and after each usage, I put it back in the original box. Now the drive is literally broken, every time I plug it in it only has the beeping sound and will not even spin. Will cost me around £600 pound to fix it.
WHAT IS WORSE?
THE AFTER SALES SUPPORT IS USELESS
I have asked to be called by them but i was ignored, their trouble shooting is all copy and paste stuff and did not help in trying to help me restore my information and the fundamental problem. No Proper advisor was able to talk to me and help me with the problem

Their value of "trust" is absolutely fake, I will not trust Lacie with my data again, and you should make a right decision too to save your data from being lost and save £600

PATHETIC

I want to reach Lacie from the french part of Belgium about your new software
I am very shocked than it's absolutely impossible to have informations in french: i am immediately ,what i do , connected with the Nederland representative of the french company Lacie even when i try to connect lacie/fr
It is injurious for the french speaking Belgians and also illegal !!!
I hope that your will this scandalous situation very soon

Bill Collin
CEO of Ateliers de la Meuse
Belgium

I did NOT receive my return instructions for my LaCie Porsche design USB3. My case . I was assured I would have it in an hour. It has now been 3 hours.

Logged on, had to create an ID to contact your company, then ID will not work, why would you not have a simple way for people (customers ) to ask you a simple question about replacing a power supply?
Will I be purchasing another product from you? NO!

LaCie is by far the worst company i've ever had to deal with, yes, they are polite, but dont expect a quality level of service.... Read on :)

So, earlier in Jan of 2015, i purchased a 6TB Lacie D2 Thunderbolt 2 with the added SSD Upgrade. I have a Macbook Pro, but I also run windows on this machine too. I managed to get the drives formatted to ExFAT without any help from support.

With the SSD Upgrade you can only connect via Thunderbolt, but i could not get it to mount in Windows OS, mounted fine in Mac OS. So I emailed support.

My first email was sent to them on 23rd Jan, I got a reply on 27th (4 days), their reply was it had been passed on to technical support and they would get back to me with an answer. So, I waited...

I then emailed them on the 3rd Feb (7 days) asking where was my fix and why no one had got in contact. A reply finally came on the 9th Feb (6 days) but not quite what i was expecting...

Their response was that the SSD Upgrade required a driver to work on Windows OS and their tech team had no intention of making one. Anyone who knows about Thunderbolt, will know that it is now available on a lot of PC's as well as Macs.

Anyway, I obviously asked to return the item, 'Sure! No probs!' they said. They even said they would organise the courier etc.. Great! I thought. It is now the 17th Feb, I've had no contact from the courier as obviously i need to print out the tracking/postage slip and organise a collection date which LaCie said they would.

So my advice to anyone purchasing a LaCie product, expect a great quality expensive product, just don't expect a quality level of service to match!

I bought a Lacie 526 monitor 5 years ago for $2400. It worked just fine until this month. After many phone calls and emails LaCie maintains they will not provide service for LCD monitors which are out of warranty. I took it to a repair shop and LaCie refused to provide a blueprint which would allow the shop to repair it. A LaCie representative told me I "should be glad I got 5 years of use". This is the worst customer support of any product I have needed service. I would never buy from LaCie again.

It seems that Lacie is the same all over, i have a defective drive that they are unwilling /unable to solve. They keep sending it back saying that they have not been able to detect a problem. Though myself, my cameraman, and other tech savvy geeks i know, all have the same problem with it. I am in the film industry, and have to store very important information on this drive, and have to trust in it. I have no nice words left for Lacie. Have moved to Seagate, and things seem to be alright. I buy a new HD for most new productions i do, on average that would be about 24 Lacies a year for a smalltime producer such as myself.....it really is a shame they don't need my repeat business.

LaCie big2 raid. The drive works. The cooling fan has started screaming. I have no issue with that, things break. What I DO have an issue with, is that I have 12 months left on my warranty with this unit and LaCie Australia WILL NOT answer my emails.

I am guilty now, of becoming a little frustrated in my emails to them, but I started out very polite. (no, really). I am incensed that this global company has an Australian branch that is not worth dealing with AT ALL.

AVOID THIS PRODUCT IF YOU ARE IN AUSTRALIA, IF ANYTHING BREAKS YOU WILL GO CRAZY TRYING TO GET ASSISTANCE

Trying to get an RMA for a problematic drive.
Each time I contact lacie they provide a new tech requesting the same information as the previous tech.
Their script is as as follows
....Hi I am new-tech-name taking over for old-tech-name, please run HDTUME and send the results....
You can run the program submit the results and the script just restarts...
Yes they are reachable... or at least a bot is reachable...
As for getting the RMA, still have to wait an see what my tolerance level will be before I give up and just by another brand...

In my experience, LaCie customer service is either unwilling or unable to resolve service issues. Here is one simple example. I had two 320GB disk drives. One of them appeared to have a defective external power supply, which I verified by swapping the power supplies between the two disk drives. LaCie customer service asked me to send the disk drive with the power supply that I thought was defective. After claiming to have tested it, LaCie concluded that the power supply was not defective, and so returned it and the disk drive to me. However, a few months later, the power supply failed completely, so I replaced it by purchasing a power supply via eBay. The above is a simple example. I can mention others.

I bought a LaCie 320 GB LittleDisk in August of 2010 on my way home from a business trip to israel. It's the one with the little USB pigtail that pulls out to connect to your computer and pushes back in when you disconnect. I registered it right away as their literature says I should to receive warranty coverage, update notifications etc.

It worked well for a while, then it got flaky and eventually stopped working entirely. Turns out the constant bending and unbending of the cable broke every one of the conductors in the USB cable at the same folding point. I contacted them to obtain a replacement pigtail so I could continue to use the drive.

They said they don't make them available to end users but for $99 I could send them my $85 drive and they would repair it for me but I'd lose all of my data. They also wanted a copy of my receipt to prove its age. It seems that registering their product with them does nothing to establish the start of warranty.

I told them I'd be happy to handle it out of warranty and pay for the part as I have with others in the past. I told them the receipt is a 1.5 year old thermal printed slip written in Hebrew. Then they told me I have no coverage whatsoever in the United States and that I'd have to go back to the store in Israel where I bought it or contact their regional office in France to see what kind of help I could get.

This part is a USB pigtail that costs them pennies. I offered to pay them $30 for it but they chose instead to stand behind their "policies". Long story short - I will spend 250x the cost of the pigtail to move my drive storage needs out of the various LaCie products I'm in now because I cannot trust them.

PT

on a business trip a year and a half ago.

LaCie's customer service is horrible. When you lodge a complaint, you get a bunch of diagnostics to run. When those diagnostics don't do anything to pinpoint the problem, you get another set of diagnostics. I have a hard drive that crapped out well before the three-year warranty had expired. Because I am reliant on my external hard drive for backups, I bought a second LaCie immediately, not knowing I'd never get the first one fixed. Now I'm having trouble with the second one, and I know that nothing will be resolved. Their warranties are worthless because they never actually replace or repair anything. They just wear you down with meaningless diagnostics.

Terrible!

Terrible customer support. Only online support which takes forever to get a reply. When you do get a reply it often doesn't help & then you have to wait another eternity to get a second reply, and so on.
They do not give out telephone numbers.
If you e-mail them you're told to contact their online support.
After several day of waiting for their replies and getting so frustrated I demanded a refund or replacement I was told it had to go to their service centre in FRANCE! Was told it would take 3 weeks to get the drive back & all data would be lost! Whats the point of a drive which dual back ups your data if it will all be wiped anyway???

Very unstable. Had numerous problems with it. When it's working it works well, when it doesn't (which is often) its a nightmare!

Would DEFINITELY NOT recommend one. Go buy another brand.

Two days ago, I placed an order by e-mail in which I clearly stated I wanted a 2 TB HDD.

The sales woman confirmed the order by phone and repeated the model number, capacity and price. The item was to be sent to Miami, from where I get it to my home country (Ecuador) through a courrier service. I told her this, so she knew this was an order very hard to return.

She never send a copy of the order or invoice by e-mail.

Today I realized they had changed the order and they sent me a 1TB HDD instead of the 2 TB, I asked for.

When I checked in their web site I noticed that the 1TB is the only item they have on stock, which led me to think they are just trying to get rid of their stock, with international orders like mine, where it will be very costly to return the item.

This is what I ordered:


LaCie d2 Quadra Hard Disk 2TB $269.99
2-3 days ground shipping

This is what they sent:

Your Order# Item Description Ord qty Ship qty Packlist#/SO#

301442U 1TB LaCie d2 HD Quadra v2.1 7 1 1 431791/2011339051
Tracking No. : 460333099230

Date Shipped : 01/25/2011
Your Sales Person : Mailto:[email protected]
Shipping Company ID : APUS01 - APS TECH, INC.
Carrier : FEDERAL EXPRESS
Carrier Web Tracker : http://www.fedex.com/Tracking?action=track&tracknumbers=460333099230

I recently ordered a 4tb hard drive by lacie. I received it in non working order, below is the runing customer support so far.

barry quam · Customer Number KCW1571746
Ticket #: 101428346
Opened: 11/14/10 12:00 AM
Last Updated: 11/19/10 8:24 AM
By: Jon L.

Products
4TB LaCie 2big Quadra 7200RPM U
Item Number (SKU): 301432U
Serial Number: 1103402424

Computer Information
Operating System & Version: W7
Computer Brand: OTHER
Computer Model: OTHER

Problem description
Is this an initial install? Yes

Does the device show up in the Apple System Profiler (Mac) or the Device Manager (PC)? No


Drive not working.
barry q.
Posted: November 14, 2010 @ 9:39 PM
Unable to see drive. Tried drive on 2 different pc's, one with vistax64 and one with windows 7x64. device does not appear under device manager to allow formating of drives. receiving a steady red LED on front of drive and steady Blue LED on back of drive. Tried bothe eSATA and USB connections. PC information: HP Pavilion dv7, windows 7 home premium, no other external perf's. have two internal hdd's Hitachi HTS723232L9A360 ATA Device, WDC WC3200BEVT-60ZCT1 ATA Device, dvd drive HL-DT-ST DVD RAM GSA-T50N ATA Drive. received no error messages when trying to install drive.

Jon L.
Posted: November 16, 2010 @ 9:33 AM

Hello Barry,

My name is Jon, and I’ll be working with you until we can find you a solution.

The symptoms indicate there is a problem with the drive, how it is connected, or with the computer used for troubleshooting. The next best step is to change physical variables, and find a simpler problem than a broken product.

Change the data cable (USB, FireWire, Ethernet, etc.) A failure in the cable can cause this issue.
Change the external power supply or cable. If a different LaCie product is available, borrow the power cabling from that unit to see if the problem is in that component. On drives that are powered via USB or Firewire, try using the included power sharing cable and connect it to a second port.
Please let me know your results from following this procedure. Thank you very much for your patience.

Regards,
Jon


barry q.
Posted: November 16, 2010 @ 8:40 PM
Hello Jon,
I have tried changing cables, no change. I have tried the power sharing cable, no change. Still receiving the error that was stated in previous email. No other lacie equipment is available to try the power supply or cable change. Results are the same as stated in first email.

Regards, Barry


Jon L.
Posted: November 17, 2010 @ 8:29 AM

Hello Barry,

Thanks for providing the additional information.

A different power supply is a worthwhile troubleshooting step. Since you don't have another power supply to try, I will arrange to send one to you. I can tell by your serial that you are within warranty, so I am sending it to you at no charge.

They ship Federal Express ground, and should be with you in approximately 3 business days.

Please let me know if you continue to have problems after receiving this. Thank you very much for your patience.

Regards,
Jon


barry q.
Posted: November 17, 2010 @ 9:07 PM
hello Jon,
I do not see how a new power supply is going to change anything. The product is receiving power and you can hear the drive's spool up. The Federal Express shiping option means nothing to me as I am deployed and it takes anywhere from 10-12 days for anything to get to me. How do I go about returning the product for a replacement or for reimbursement so I can locate another product?

respectfully,

barry


Jon L.
Posted: November 18, 2010 @ 8:30 AM

Hello Barry,

The LED on the unit requires very little power. The fact that this light comes on does not guarantee that the drive mechanism itself is getting enough power to function correctly. A replacement power supply is definitely a worthwhile troubleshooting step with your symptoms.

Please let me know if you continue to have problems after receiving the replacement power adapter. Thank you very much for your patience.

Regards,
Jon


barry q.
Posted: November 19, 2010 @ 8:04 AM
Hello Jon,
I decided to take the troubleshooting a step futher for you. I borrowed a multimeter from a friend, the power supply is puting out 12vdc 4amps as it is supposed to.

Respectfully,

Barry


Jon L.

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Posted: November 19, 2010 @ 8:24 AM

Hello Barry,

Testing with a volt meter is not conclusive, as these can output differently when placed under power load.

Please let me know if you continue to have problems after receiving the replacement power adapter. Thank you very much for your patience.

Regards,
Jon

Please give me a service rep that know's what he is talking about and not one that just reads out of the "follow this guide to not listening to customer's book". I will give Jon L. praise on being very friendly.