If the hard drive crashes

    What is the article about

    A lot of people have already been in a situation where the hard drive suddenly started to crackle, refused to write or read files, the operating system or even the entire file system magically disappeared from it.

    Usually this means that the so-called bad blocks (bad blocks) have formed on the hard drive, and our further story is about the return of such a damaged hard drive.

    A couple of assumptions

    I am not a lawyer. Everything described below is the result of communication with real service centers, culminating in several successful returns. I would love to hear the views of real lawyers regarding all of the tips below.

    I mean that all of the following will be used for good purposes. That is, to return your money to you for a damaged hard drive and improve the quality of the service center of your store. Some will rush to use tips to annoy the employees of the service center. Then know: I do not love you.

    I describe the “worst case” of developing a dialogue with a service center. This does not mean that it is worth intentionally creating such a worse situation in order to test one's own strengths.

    Technical part

    First, be aware that hard drives cannot be repaired if at least one bad block is found on them. This is a warranty case in which the store’s service center sends a replacement hard drive. All sorts of vile insinuations on the topic "we will fix it for you" - to reject. They mean that the service center employee wants to count and repair the bad blocks (which will certainly make the screw work, but will not make it less broken).

    To understand that the problem is in the bad blocks, download MHDD, burn it to a CD, reboot from under it, and skip the write test.
    See the MHDD manual for more details on how to do this. It is very short, and is in Russian.
    Once to master this procedure is very worth the effort. It is clear that the contents of the screw are lost, so you have to backup.
    If suddenly MHDD did not find anything, and the screw is obviously broken - check it with the manufacturer's utility, if it exists. I am sure that these programs exist for Seagate and Western Digital, you can download them from the official sites.

    Run those tests that overwrite the contents of the hard drive. They provide more information.

    Employee service centers claim that chips often burn on sigeytes. Not encountered, but quite possible.

    Details on the essence of remapping

    Remap is not done by you, not mhdd, not just another tool downloaded from the manufacturer’s website. Remap makes a hard drive by itself, according to the criteria laid down in its firmware, mhdd simply patches it with calls to the address of the broken sector so that the firmware remap. Sectors that are not accessible to you at all are allocated under the remap on the hard drive (until the hard drive drops the bad sector in the G-List and reassigns the backup one to its place). When this place ends ... hehe, then the bad blocks appear (their interpretation, by the way, is assigned entirely to the OS). What you mean by remap in the SC is a bit of a low-level formatting, while the internal tables (P-List, G-List, etc.) of the hard one will be recounted. Or maybe the repairmen will be forced to disconnect a couple of heads. But the ficus is that after that you will get a smaller hard drive. (And this is already a deterioration in consumer qualities). However, SCs that “repair” hard mhdd daily runs must be bypassed per kilometer.
    (author - JerleShannara )

    What you should pay attention to when reading smart data.

    First, pay attention to the VALUE WORST and THRESH columns. Well, on TYPE.
    Different manufacturers think differently, but usually the value changes from 100 to 0. Or from 255 to 0. The larger the number, the more lively the disk. As soon as value equals threshold, then FAILED will appear in TYPE, and usually something like In_the_past in WHEN_FAILED.

    If smartctl knows this vendor / model and was able to parse the parameter, then in RAW_VALUE there may be completely human readable data. If not, then there will be, as they already said, “the weather on Mars”.

    And finally, I’ll write down the parameters that you need to pay attention to in a quick analysis of the state:

    Start_Stop_Count - the number of spindle start cycles. indirect indicator of wear
    Reallocated_Sector_Ct - the same parameter
    Seek_Error_Rate - positioning errors. everyone has it; the only question is in assessing the value of
    Power_On_Hours - the number of hours the
    Spin_Retry_Count drive has worked - spindle start errors. if there is already PPC
    Power_Cycle_Count - the number of power cycles
    Airflow_Temperature_Cel - air flow temperature. it is necessary to evaluate, given the environment
    Temperature_Celsius - see above
    Load_Cycle_Count - the number of parking / output cycles of the head block. indirect measure of wear
    Offline_Uncorrectable - only makes sense if offline testing has been performed.

    (by Halt inthis thread)

    Legal part

    (First a warning. As PavelPavlov correctly noted ( here ), the activities of specialized service centers are poorly regulated. Therefore, in the future, by SC I mean authorized sellers, not a specialized organization. If you have to deal with a separate organization, it’s more complicated .)

    Let's get started.

    First, download, read and print the Law on Consumer Protection. There is a consultant plus on the Internet on the website. The printed ZZPP can and should be taken with you to the service center when you hand over the hard drive. At a minimum, this will inspire awe of the employees of the SC. As a maximum, this will be the best guide to action.

    ZZPP is full of many letters. But if you really got down to business, it is strongly recommended that you read it from beginning to end. He is your only real defender and only guaranteed weapon.

    Remember that in the case of a hard disk in case of a malfunction, they are obliged to return the money . Remember: do not fix it , namely return the money . Never, never be distracted not by vile offers to repair damaged electronics: immediately demand to pick up the broken thing and get money for it. This applies not only to hard drives, but in general to everything.

    (attention, according to forgotten, from January 1, 2008, you can not claim money for any damage, but only for “substantial”.)

    There is a list of things that relate to technically sophisticated devices. Link to it is in the ЗЗПП. It sometimes changes. Ordinary employees of the SC usually do not remember this list by heart. Use the fact of its existence wisely.

    Remember the points of the ZZPP, which say that they are obliged to return the money. Remember the points of the ZZPP, which say in what terms they should return the money. If possible, memorize them and use them in speech and documents anyway where possible.

    In the documents, be sure to support any of your statements with a quote from the ЗЗПП with the point number.

    Remember that the laws of Russia are higher than any service agreement. A contract that is contrary to the laws is not valid. Recognizing that the seller wrote an unlawful contract theoretically means that they were hit.

    Most service contracts contain errors. In the style: “we can repair your device for four months, and if there are no spare parts, then generally any number.” Use the fact of a wrong contract as an argument in negotiations.

    If you are given an application form that does not suit you, write the application not in the form that they offer you, but on a blank sheet of paper in any form. You have the right to do this.

    Write applications addressed to the director of the service center, or any other person who is guaranteed to make decisions.

    In response to the nonsense that employees of service centers automatically break (due to incompetence, or according to instructions), boldly say that if, for example, they refuse to accept the application, they will receive a subpoena and bailiffs in two weeks. This is usually sobering great.

    If you see that the employee of the service center is incompetent, immediately demand his boss, or “decision maker”. If he refuses, threaten something terrible.

    Action algorithm

    (the author of the algorithm is xpelled )

    I returned quite a lot of all equipment under warranty. I have to say the following:

    The main source of information is the OZPP site . There are two particularly useful sections: the law itself and sample claims .

    The algorithm of actions is approximately the same for a defective warranty technique: a claim is made in two copies (all requirements must be stated in it, including the requirements for examination), together with the goods, they are transferred to the place of purchase and delivered to the seller. One copy with the word “Accepted (a)”, an autograph of the seller’s representative and the date is left in your hands (you can also ask for a seal and an incoming number if you register incoming documents). Within the time period provided by law, the requested action usually occurs (repair, replacement, return of dough, recalculation of the cost - you can require any, but the terms are different). If this does not happen, you can safely file a lawsuit with a request for a corresponding late fee. how to do it right is written on the site.

    About falsification of expertise

    Any broken equipment, before it is recognized as broken, is examined. The result of the examination should be some kind of written confirmation.

    Firstly, if there is a suspicion of an unfair examination, you can demand a presence at this examination.
    In the statement, be sure to indicate that you do not need to remap the bad blocks.

    Accumulated blocks, if done by standard means, are displayed in the remapped count field of the smart report. As far as I understand, the presence of numbers over 1 also leads to a warranty case.

    BUT if you think that your seller is so mean and putrid that he will falsify the results of the examination, then find some of his worst enemies and competitors, and conduct an independent examination with him. One mention of the fact that they will review the work of the worst enemy will immediately leave indelible smiles on the faces of SC employees. And they will diagnose the hard drive for a penny.

    Also, threaten that not only you, but your consultants will be present during the examination. Specifically, it is possible to bring the staff of the CC “The worst enemy” as technical consultants. They will be very happy, and you can get them to do it for a nominal fee.

    Even as a legal consultant, you can invite some of your classmate, a lawyer or a friend of your student from the last courses of law school (so that there is some piece of paper). There’s practically no sense, but you can immediately see from the face that he is a lawyer. And speaks accordingly. It cuts down on the plans of SC employees to give out some kind of nonsense like "according to the XYZ law, before examination you must lay your soul to me for nothing", in the assumption that you have never read the XYZ law in your life.

    In general, just forget the way to the offices, which can at least think of falsifying the expertise on such a trifle as a hard drive.

    Common sense part

    Hard drives, figuratively speaking, are consumables. Not because they are officially considered consumables, but because they break like matches.
    It’s good to deal with offices that understand this fact. To buy a new hard drive, I suggest using the services of large offices, for which an extra broken hard drive will not be a problem. Go to the company's website, see what they are doing. We need those companies that have an expensive good site. Large companies (which are engaged in corporate services, have other areas of activity besides the sale of components, such as air conditioning systems and laying networks) and stores specializing in hard drives are well suited.

    We have those laws. No really. To impose any idiocy in the person’s face (or even more so to sue) is only worth it when it is really worth it. Before you shine with any weighty argument, think: what will happen if you meet this person tomorrow, no longer at work? Maybe this girl at the opposite table is your future wife or boss? If the conversation is just a little tense and has not yet entered the stage of direct confrontation, contact the SC employees not with requirements, but with a request to advise what you should do. These tips do not need to be trusted, but they set the conversation in the right way.

    Keep the we frame. “What should we do in this situation?” “How will we continue to communicate?” “What will we do with this hard drive?”

    Hold the frame of durability. For a second, imagine that you will use the services of this company and this service center for another ten years, and build your phrases based on this hallucination. This will make the employee of the SC feel that you are supposedly a regular customer.

    These and other obvious tips can be obtained from any negotiating book.

    Negotiation tactics, provided that you are guaranteed to be right, I propose as in chess. Any move must be a check. The most powerful check argument that an ordinary person can put forward is the Laws of Russia. It is impossible to argue with them. It is not necessary to know all the laws, but in general terms it is advisable to read the ЗЗПП.

    The tactics of negotiations, provided that you are wrong and just want to troll the SC, I do not consider here.

    Be confident in yourself, for all reasons. Raise the FAQ to a level worthy of a conversation with the top officials of the service center. There is an option that you will have to communicate with the director. If you make a dull expression and with shaking hands clutch at the warranty card? - most arguments (except for direct references to the Laws) will be wasted.

    Speaking of communication with directors. They usually do not live in a vacuum. If you have purged negotiations with the director of the service center, then try to seek adviceto the head of the sales department of the main company. He knows exactly what catastrophe one dissatisfied client can create. If all else fails and you live in the region, then try contacting the company's central office in Moscow. Get warranty support from Seagate, Western Digital and others, especially if a company that refuses to repair your hard drive is their official partner.

    Use your 100% communication skills. Use arguments that are not directly related to the “case”. For example, it is useful to remember that most cities are not so big, everyone knows everyone, and once poorly communicating with a client, who will now believe you. Something like that. Use facial expressions, gestures, movements. For this, it is not necessary to be a professional negotiator, it is sufficient to adequately express what you feel and think.


    I'd love to see in the comments a bunch of additional tips so that the result is a good FAQ on the exchange of hard drives.
    I will try to correct typos too if you poke your finger where they are :)

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