6/28/2021

17:26, Jun 28
You: agent
17:26, Jun 28
Seagate Virtual Assistant: Since the article didn't address the issue, let's get you to a messaging agent for
further assistance.
17:26, Jun 28
Poovan: Welcome to our live messaging service. My name is Poovan and I am here to assist you.
17:26, Jun 28
Poovan: What can I help you with today?
17:27, Jun 28
You: My segate 2Tb external harddisk is not working
17:28, Jun 28
Poovan: I'm sorry to hear that. I would love to assist you with the issue you are facing. May I have the drive
serial number (SN) first, please?
17:28, Jun 28
Poovan: I will be happy to help you with this however, please be informed that this is Messaging support so
the response might be delayed sometime. We appreciate your understanding and patience.
17:29, Jun 28
You: Sure
17:29, Jun 28
You: My Serial No is NA9TYGWL
17:30, Jun 28
Poovan: Thank you. As per my finding, this drive is under warranty until Jan 1, 2022. May I ask, what OS
are you using?
17:33, Jun 28
You: Windows only
17:33, Jun 28
You: Am trying to connect this driver long time
17:33, Jun 28
You: for sometime it is not working
17:35, Jun 28
Poovan: Could you please connect the drive to your system. And check in Disk Management, if the drive is
being detected?
17:35, Jun 28
You: Sure give me a moment
17:36, Jun 28
Poovan: Sure, take your time. Also please share the screenshot of disk management here.
17:38, Jun 28
You: It is not Showing
17:40, Jun 28
Poovan: Please share the screenshot of disk management here.
17:40, Jun 28
You: [PNG]
17:41, Jun 28
You: Hope this helps
17:42, Jun 28
Poovan: Please take the screenshot of disk management in full screen. Thanks.
17:44, Jun 28
You: [PNG] Fine?
17:45, Jun 28
You: is this fine?
17:45, Jun 28
Poovan: Yes, thank you. May I know, is the LED light on the drive On or Off?
17:46, Jun 28
You: it is On when connected
17:46, Jun 28
You: it is blinking... looks like processing
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17:47, Jun 28
Poovan: May I know, do you feel any vibration on the drive?
17:47, Jun 28
You: yes I can
17:47, Jun 28
Poovan: Have you tried connecting the drive to another system to see how it reacts?
17:47, Jun 28
You: Yes Tried 2 more computer
17:47, Jun 28
You: it is still not working
17:48, Jun 28
You: both are Windows Os
17:49, Jun 28
Poovan: Have you tried connecting the drive with a different cable?
17:49, Jun 28
You: No I dont have any other Cable then the provided one with Segate
17:50, Jun 28
Poovan: Thank you for the details. May I know, do you have any important data in the drive?
17:52, Jun 28
You: Yes I have important backups in the drive
17:52, Jun 28
You: I need those
17:53, Jun 28
You: [PNG] E: is shown in my computer which is the port for USB , but it is not accessible
17:53, Jun 28
You: Only in my laptop it is showing, but not on other laptops
17:53, Jun 28
Poovan: Could you check in Disk Management if the drive is detected?
17:54, Jun 28
You: No it is not
17:54, Jun 28
You: this is always same case
17:54, Jun 28
You: showing in Drive sometimes but not in Drive Management
17:57, Jun 28
You: when Connected like this Drive Management is not even loading now
17:58, Jun 28
Poovan: I know your data is important. Normally, the data recovery attempt has a fee. Since we value you,
we’ll make a one-time exception and waive the fee. How does that sound?
18:01, Jun 28
You: Yeah Sure
18:01, Jun 28
You: But what is the issue with the Hard disk
18:01, Jun 28
You: I need my data safe and sound
18:02, Jun 28
Poovan: Okay. Please provide the below details so that I can create a case for you to assist accordingly. First
Name: Last Name: Email ID: Phone Number:
18:02, Jun 28
Poovan: Just to inform you, our messaging service closes soon. I have created a support case for you with
case number 11337020. We're open Monday - Friday from 9AM to 6PM India Standard Time. Is there
anything else I can help with? If you don't reply before closing, we can pick up later.
18:02, Jun 28
You: [PNG] It is showing as E: now
18:02, Jun 28
You: Sure
18:03, Jun 28
You: I want to know some information
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18:03, Jun 28
You: before logoff
18:03, Jun 28
You: First Name: Vidhyasree
Last Name: Selvaraj
Email ID: vidhyasree.st@gmail.com
Phone
Number:9952439416
18:05, Jun 28
Poovan: Thank you for providing the information. Since your drive is detected by your computer, we can
attempt to recover your data using our proprietary recovery software. While data recovery normally comes
with a fee, as a one-time exception we will go ahead and give you 30-days access at no cost. How does that
sound?
18:05, Jun 28
You: Yeah Sure
18:06, Jun 28
You: And once the data is Recovered what about the Hard disk, whether it can be replaced in case of issue
18:06, Jun 28
You: And why it this issue is coming?
18:08, Jun 28
Poovan: As per the last screenshot shared, it shows that the drives file system has corrupted. Hence it shows
as RAW file system. This can be fixable by formatting the drive.
Once you have used the software to recover
the data. You may try and format the drive. If it shows any error message in the process, I would suggest you
to get a replacement for the drive as it is still under warranty.
18:09, Jun 28
You: Okay then Sure
18:09, Jun 28
You: Thanks for the very good support
18:09, Jun 28
You: How can i get accessed to recovery?
18:10, Jun 28
Poovan: You're welcome. I have sent you an email with the software. Please use the software to extract the
data. In a separate email, there will be instructions on how to use the software. Please check your email and
let me know if you have received it?
18:11, Jun 28
You: Yes I got both the Email
18:11, Jun 28
You: Will do as per the instruction
18:11, Jun 28
You: Thanks very much Poovan for your Support
18:12, Jun 28
Poovan: You're welcome. Do you have any additional questions I can address?
18:13, Jun 28
You: In case if i need any more info, I can use the case no then connect in the future?
18:13, Jun 28
Poovan: Yes. You may contact us and provide the case number to the next agent available.
18:14, Jun 28
You: Yeah Sure then
18:14, Jun 28
Poovan: Do you have any additional questions I can address?
18:14, Jun 28
You: Thats it from my side then

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