The passport, being less than 1 year old, quit working. My impression was that the WD was a reliable product, but the research online I did after mine quit being recognized by my computers showed this is a recurrent problem.
Although I went through the troubleshooting on the phone with a technician my only recourse was to have an RMA and return for an exchange. The problem is that my data, which by all means is EXTREMELY valuable to me, is not covered in the refund!
I know this is your policy but god what a terrible policy! Your customers are taking your word based on your reputation that this is a reputable company that has reliable products! Your customers are depending on the data being safe and also recoverable by you when the product is defective!
I called the data recovery and they told me $500 to $2000!!
For a product less than $100 I feel that I have been duped; duped into relying on a defective product and a defective customer service policy.
Get your own staff and equipment for your data recovery and take care of the customers who are relying on you!