Calling Western Digital Corporation is a frustrating and confusing experience. The automated message makes it seem like it's going to connect you to a live agent, but this doesn't actually happen. Instead, you get shuffled around from directory to directory, and if you don't choose an option swiftly, you're sent to a general voicemail line that doesn't even indicate who you're recording a message for or when they'll get back to you. For a major company, the phone service is very minimal and doesn't instill faith in the user.
It's even more confusing because the are dozens of reasons why people might call Western Digital. As an IT consultant, I was calling them to talk about a hard drive issue, but people might be calling about sales information or billing for their digital software. The directory even includes options for investor relations and HR, so you'd expect customer service to be present.
When I first called, an automated voice greeted me with, "Hello, and thank you for calling Western Digital Corporation. If you know your party's extension, press 1. For product support and sales information, press 2. To reach our HR department, press 3. To reach the billing and accounting department, press 4. To reach our news and public news department, press 5. For investor relations, press 6. For general inquiries, press 7.
I found out quickly not to wait until the bottom of the list. If you don't choose an option before the list is over, then it makes you leave a message. However, the message system doesn't work either. It took me two attempts to press 7 quickly enough to get to the next step.
However, despite stating that the option was for general inquiries, it told me to go to a website and didn't allow me to talk to someone. A recorded message stated, "To submit a general inquiry or find information not listed in the menu, complete a form on the internet at https://www.westerndigital.com/company/contact-us." Then the same message played asking me to leave a message.
That wasn't useful, so I tried a second time, but this time I pressed 2 for product support. I got a different message that said, "Welcome to our product support and sales information menu. For support on Western Data, HGSTV, San Desk, and San Desk Professional consumer products, press 1. For support on Western Digital and San Desk data center platform products, press 2. For product security-related concerns email psirt@wdc.com.
This time I pressed 1, and it said, "Wait while I transfer you a call." I got excited for a second, but then it "Sorry this number did not answer" and cycled me back. I will have to go online and look at support options because clearly this phone number won't work.