Warranty & Returns Faqs

To check warranty status of your Hitachi GST hard drive, please visit the Warranty/RMA section. Select your country and then enter the serial number and enter the challenge code. Then select the check warranty button.

If you are experiencing problems with your drive or would just like to test the drive’s integrity, download and run the Hitachi Drive Fitness Test.

If possible, we recommend that you backup any important data before running the test. Run the quick test first. If you are experiencing problems, but receive the result 0x00 try running the Advanced Test option. When you have completed the test, please contact the Support Center with the results and our agents will be able to assist you on resolving the problem. If you require an RMA please visit the Warranty/RMA section.

See our Packaging Instructions section.

 

Hitachi GST Policy on Data Recovery

Hitachi GST data storage products are designed to offer cost-effective, high-performance, high-capacity storage solutions for a broad range of applications.

Even the best technology, however, cannot prevent data loss when human errors (accidental file deletions), natural disasters (floods, lighting strikes), or the unexpected catastrophe occurs.

Our service agreement with customers does not cover data recovery. If a customer needs to extract important data from a failed RAID, NAS, SAN or hard disk drive, a professional data recovery company can provide that service for a fee. That fee is the sole responsibility of the customer.

Before a customer sends their Hitachi GST storage device(s) out for data recovery, they should contact a member of our Technical Support team who can help determine the cause of the problem and arrange for replacement of the hardware, if necessary.

 

Summary:

• Contact Hitachi GST Technical Support to validate through troubleshooting any issues that warrant hardware replacement.
• The customer is responsible for all data recovery service costs.
• Failed drives typically need to be shipped to the data recovery service company for the data recovery work to be done.
• Turnaround times for completion of the data recovery will vary, based on needs of the customer as well as the time sensitivity and value of the data. Faster service usually involves higher fees.
• The data recovery company will return the hardware to the customer after the recovery is completed.
• The data recovery company offers a confidentiality agreement to users, but the company can and will report illegal data and/or illegal activities to authorities.
• With the proper certification from authorities, data recovery services can be used to recover Top Secret, Secret and Classified, sensitive government and military data, and confidential corporate information.
• Data recovery is possible on all media – single solid state and hard disk drives, memory cards used in digital cameras, micro drives, flash memory devices, CDs, DVDs, Zip cartridges, external hard disk drives, servers, multiple drive systems, RAID arrays, and network attached storage devices.
• Recovered data can be returned on any type of media requested by the customer, as long as it provides sufficient capacity to hold all the recovered data.
• A recovery company will maintain copies of the recovered data for a limited period of time, allowing the customer to access and verify the recovered data.
• Hitachi GST assumes no responsibility with regard to selection, performance, or use of these data recovery services.  All understandings and agreements take place directly between the data recovery vendor and the prospective users.

 

Data Loss Prevention Tips

1. Always back up, test your backup and keep current copies of important data offsite.
2. Exit programs before shutting down your computer to avoid data loss and program corruption.
3. Use high quality surge protectors or line conditioners with all computer equipment.
4. Turn off peripheral devices after shutting down the computer, not while the disk is active – this may cause directory damage.
5. Test your backup before reformatting your drive. If you use tapes, be sure you are familiar with the backup software before archiving important data.
6. Power down before moving a drive.  When transporting a drive, prevent jostling by using a padded container.
7. Allow sufficient space around the drive’s cooling vents. Remove books, papers, etc., which might block airflow.  Do not put the drive on carpeting.
8. Avoid rapid temperature changes. As a general rule, if you are comfortable, the climate is appropriate for the drive. If the drive was previously in a very cold environment, allow your drive to warm up to room temperature before operating.
9. Use software utilities with extreme caution. In case of severe corruption or physical damage this may make the problem worse.
10. Power down immediately if your drive makes unusual noises. These sounds may indicate a mechanical problem that could ultimately result in total data loss.

 

When Disaster Strikes: 

• The first recovery attempt is always the BEST recovery attempt.
• If you’ve lost critical data, data recovery service is your best and safest option.

 

Listed Data Recovery Service Providers and Hitachi GST Disclaimer

Hitachi Global Storage Technologies (Hitachi GST) does not perform any data recovery services.  If you need to recover data on your disk drive, there are third party service providers who provide this service. You can select from a list below of data recovery service providers or you can search for data recovery services by entering “data recovery” into any internet search engine.  Your choice of service provider is your risk and responsibility, and any agreement for data recovery services is entirely between you and the service provider.  Hitachi GST is not responsible for the recovery of your data, and does not make any warranty, express or implied, regarding the services provided by any service provider.   Hitachi GST is not liable for any loss or damages of any kind that relate to, arise out of, or result from the performance of services by the service provider, including, but not limited to any loss of data contained on a Hitachi GST hard drive.

 

If you utilize the data recovery services of a service provider named below, then Hitachi GST will not void an otherwise valid limited warranty in connection with the data recovery services. The service provider must provide you with written verification that it has performed data recovery services on service provider letterhead or label affixed to the drive, and this must accompany the drive when returned to Hitachi GST through the Return Material Authorization (RMA) process.  Otherwise your disk drive must meet all requirements of the applicable Hitachi GST limited warranty to be eligible for warranty services.

 

No. You will receive a different hard drive. All data and software on your returned hard drive will be lost. You may be provided with an approved alternate part number if Hitachi GST does not have stock of the same part number. In some cases, the replacement product will be made using new and/or serviceable used parts. If the defective drive is part of a RAID environment, please contact the Support Center in your geography.

The customer is responsible for shipping costs when shipping their defective hard drive to Hitachi Global Storage Technologies (GST). Hitachi GST will pay the shipping costs when shipping a replacement to the customer.

If product is available, your replacement hard drive(s) will ship within 2 business days after the receipt of your defective hard drive. You can expect your replacement hard drive(s) to arrive within 7 to 10 business days. Please be aware that you may experience a delay in receiving your replacement drive based on stock availability.

If the RMA was created online you may check the RMA status online.

Please contact the Support Center in your geography if the RMA was not created online.

This occurs when the drives are physically received at our collection centers but have not been validated against your RMA. Hitachi GST will generally process drives as “received” within two business days of receipt. However, if there are any issues with the RMA, receipt will be delayed and you may be contacted.

If you have questions or need additional information, please contact the Support Center in your geography.

The paperwork that is included with the replacement drive(s) is not a bill; it is called a Pro-forma Invoice. A Pro-forma Invoice may be required for customs purposes only when a product is being imported into your country. There is no payment required for the replacement drive you received.