Today my Torqx 256 quietly bricked itself and stopped functioning. The BIOS won't recognize the drive at all. I hooked the unit up to another computer to run the firmware update routine. (side note: Patriot, your upgrade process sucks! Some people don't have two computers available. You simply cannot upgrade the firmware on a Torqx without two computers.) The firmware update tool sees the drive and attempts to update it. After about 5 minutes it fails with a "Bad Parameter" error.
So I called support. Left a message. (Another side note. Has anyone ever called for support when there wasn't "unusually high call volume"? Doesn't this make the unusual, usual?) After 2 hours a Patriot technician confirmed my drive is history. Tells me I will get a "technical reference number."
The TRN arrives 4 hours later. I fill it out and get another email telling me to wait 24 hours for an RMA. 5 hours later I get an RMA number. Patriot then informs me that it will take 10 business days plus shipping time to replace the drive. Also I have to pay the return shipping charges.
I have to package the unit and pay for shipping back to Patriot. WHY? Is it my fault I was sold a defective device? Why can't those responsible for selling broken, inferior merchandise be forced to pay all the costs to make it right? The warranty says NOTHING about freight charges. I am about to throw down a Jackson or so to send this back to Patriot. I didn't agree to this when I bought the drive.
Finally it looks like my computer will be down for three weeks. I don't have any other disk drive for this machine. Every hard disk manufacturer I can think of will offer an advance replacement. Some will even issue a call tag for the defective unit. Seagate will advance ship me a $59 hard disk. They will also advance ship an $1800 hard disk. Patriot won't advance ship period.
So the SSD I spent so much money on is dead. Rather than apologizing and doing everything possible to make it right I am practically left to fend for myself. I have to pay the charges to send it back. I have to wait AT LEAST 10 business days. Even if I pay to overnight the drive to Patriot, they won't match the shipping type. Everything goes ground. Even if I overnight the drive, there is at least a 5 DAY TURN AROUND. (Must have a lot of returns to take that long to turn around, huh? Wonder why that is?) That is assuming Patriot has any product to ship out. The only time I sent something in to Patriot for repair it took over a month because no product was available.
I think they make it as difficult as possible on purpose. If it were a less expensive product, I might just toss it rather than put up with this convoluted mess. Wonder who benefits from that?
So. NO apology for selling a defective product. NO advance replacement to minimize the downtime. NO reimbursement for shipping and handling charges.
By the way, Patriot, the contradictions in your warranty terms and conditions may give you some legal trouble. Your warranty page says that ALL SSD devices have a 2 year warranty. The product page for the Torqx models (you know the one that people look at when they are researching a purchase?) shows 10 years. The actual box says 10 years (in big bright orange lettering) as well. However, the instruction card INSIDE the box says only 2 years. Patriot, I am demanding a written clarification of the warranty.
Patriot, where is your pride? Where is your desire to do the right thing? Can you stick it to me and make me wait, charging me for the privilege? Of course you can; and you are. Can you make me like it and want to do business with you in the future? Well, not so much, no.