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Rating 4/10

On the one hand, I was thrilled that Donor Drives existed, and that I could find a PCB for my 2007 Western Digital hard drive. My drive crashed, and I wanted to explore a relatively inexpensive way of recovering the data. I thought it was pretty easy to find the right PCB on Donor Drives' web site, and the price was very fair. On the other hand, I'm not crazy about their customer service.

I placed the order on June 23 and immediately received an email confirmation that my order had been placed. This confirmation email said that I would receive another email notifying me when the product shipped, and supplying me with a tracking number.

Ten days passed, and I still had not received an email with the shipping info and tracking number. In the meantime, I found another way to recover the data. I wrote to Donor Drives asking if I could cancel the order, since it had still not shipped after 10 days. A long shot, but if it hadn't shipped, it might be okay for both me and Donor Drives.

Customer service informed me that it HAD shipped, on June 23, and was delivered on June 27. Okay, so no chance of canceling the order...that's no big deal, but there was a bigger issue: I never received the shipping email or the drive!

When I responded that I never received the shipping info email, or the drive, customer support nevertheless insisted that the email was sent and the drive was delivered, suggesting the email went to Spam. Of course, it did not go to Spam, because the confirmation email had no trouble passing the Spam filter. I checked anyway. No Spam. And no package.

Of course things get lost in the mail, and that's not Donor Drives' fault. However, I don't understand why I didn't get the shipping email with a tracking number so I could have addressed it sooner. Maybe that's not their fault either. Things still get lost in cyberspace sometimes.

More importantly, I didn't feel like customer service was sympathetic in the slightest. The person was not rude in any way, but nor was she concerned at all. It was basically like they were saying they sent the email and the package was delivered, so it must be my fault or someone else's. I was told I could read their terms and conditions.

I then asked if the package was insured. Customer service responded simply that first class mail is not insured. It felt a little condescending. I know first class mail is not insured, but how was I supposed to know that it was shipped first class (or even who the carrier was)? Maybe that's obvious to her because she works there, but from the consumer perspective, I just chose slow shipping on the Web site based on a quote that popped up. Maybe if I had received the shipping email I would have known that it was first class mail.

Anyway, would it have been too hard to say "I'm sorry you didn't get the shipping email"? Or to show some sympathy that the drive did not arrive (and maybe offer some suggestions or help for next steps)? Or wishing me "good luck" finding the package with the USPS?

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