I have a G.Skill Phoenix Pro FM-25S2S-60GBP2 (SSD) that was purchased over 2 years ago, that I purchased in a multiple G.Skill Phoenix Pro FM-25S2S-60GBP2 purchase. I installed one of the SSD's in October/November of 2012 (with latest firmware update) for the first time - yes, ~2 years after I bought it. Since then, the computer, in which this SSD was installed, has seen light-to-moderate use (at most 1500 hours of use; but most likely <900 hours). The Phoenix Pro FM-25S2S-60GBP2 has an advertised MTBF (aka Life Expectancy) of +2,000,000 hours. This SSD died unexpectedly and abruptly a few days ago. The SSD would not be recognized by the BIOS or OS or Win 7 32-bit Startup Repair DVD (full install DVD) toolset. The computer would not POST as normal and then gave the "BOOTMGR missing..." message. I uninstalled/re-installed all other unnecessary components from the computer and verified that no other component was causing the issue. I installed another SSD, imaged the "new" SSD with the computers backup image, which verified that the originally installed Phoenix Pro FM-25S2S-60GBP2 SSD was the issue. Also, I installed the SSD in another computer as a secondary drive and experienced similar delayed BIOS POSTing and the OS did not recognize the SSD. I downloaded the recommended "Parted Magic v5.7" ISO image and burned the image to an USB drive using the recommended "Universal USB Installer". I booted the computer using the USB drive (Parted Magic v5.7) and only the SSD (and the other minimally necessary components [M/B, CPU, RAM, video card, etc.]). The Linux distro started, but did not recognize the SSD. I am fairly confident the SSD is hard failed, but wanted to speak with customer service, in order to verify my conclusion.
I called the Contact Us/USA Technical Support (909) 598-6860, but it was the weekend, and there was no answer. I waited until Monday (4/22/2013) at ~8:30 AM Pacific Time (I am in Pacific Time Zone) and called USA Tech Support again. There was no answer. The phone would ring for 2 minutes and then switch to a annoying alternating busy/buzzing sound. I tried repeatedly to get through to USA Tech Support. I verified the customer support phone number at Newegg.com - it is the same number. Out of the 30+ times I called, the phone was actually answered 4 times. The first time, the person who answered started to dial the phone, then waited in silence, then hung up. The other times, it was clear someone had answered and then hung up. I tried multiple times between 8:30am and 5:00 pm, which are the posted G.Skill USA Tech Support hours.
At mid morning, I decided that I was forced by the lack of access to the USA Technical Support via phone to try the G.Skill Tech Forum. I signed up/registered. I replied to the registration/confirmation email sent to my email inbox, but was unable to post after confirming registration, because the G.Skill Tech Forum requires a moderator to manually activate the confirmed registered user account - even though the rules of the forum say I should be able to post new threads AND reply to existing posts immediately after responding to the confirmation email. I received an "Account validated" email later (~9 hours) in the evening of the same day, and could now (the next day) post this issue.
The same technical support phone number that is listed on Gskill.com/Contact Us page is, also, listed as a contact phone number at Newegg.com. I have contacted Newegg and have asked them for help with this issue.
How can I speak to technical support to verify my SSD does in fact require a warranty repair/replacement? Is failure after 1500 hours typical for this SSD? Do you have any other tools I should be using to investigate this failure? Is there a corporate phone number that I can call to express my dissatisfaction with my experience?
Thanks
donmacyou
I called the Contact Us/USA Technical Support (909) 598-6860, but it was the weekend, and there was no answer. I waited until Monday (4/22/2013) at ~8:30 AM Pacific Time (I am in Pacific Time Zone) and called USA Tech Support again. There was no answer. The phone would ring for 2 minutes and then switch to a annoying alternating busy/buzzing sound. I tried repeatedly to get through to USA Tech Support. I verified the customer support phone number at Newegg.com - it is the same number. Out of the 30+ times I called, the phone was actually answered 4 times. The first time, the person who answered started to dial the phone, then waited in silence, then hung up. The other times, it was clear someone had answered and then hung up. I tried multiple times between 8:30am and 5:00 pm, which are the posted G.Skill USA Tech Support hours.
At mid morning, I decided that I was forced by the lack of access to the USA Technical Support via phone to try the G.Skill Tech Forum. I signed up/registered. I replied to the registration/confirmation email sent to my email inbox, but was unable to post after confirming registration, because the G.Skill Tech Forum requires a moderator to manually activate the confirmed registered user account - even though the rules of the forum say I should be able to post new threads AND reply to existing posts immediately after responding to the confirmation email. I received an "Account validated" email later (~9 hours) in the evening of the same day, and could now (the next day) post this issue.
The same technical support phone number that is listed on Gskill.com/Contact Us page is, also, listed as a contact phone number at Newegg.com. I have contacted Newegg and have asked them for help with this issue.
How can I speak to technical support to verify my SSD does in fact require a warranty repair/replacement? Is failure after 1500 hours typical for this SSD? Do you have any other tools I should be using to investigate this failure? Is there a corporate phone number that I can call to express my dissatisfaction with my experience?
Thanks
donmacyou
Comment