Hey everyone,
I've been monitoring the health of my Samsung 870 EVO 2TB SSD, and recently, I noticed two critical issues in the SMART logs through Samsung Magician. When I reached out to Samsung for assistance, they just told me to send in the drive for evaluation. After doing some research, I found out that my drive is part of a batch that had known problems. I have since sent the drive in, but I received a confusing text message from Samsung stating: "SAMSUNG: For better inspection, please update your defect symptom information through #ticketnumber has been cancelled. Thank you." This message makes no sense to me.
I attempted to update my ticket on their website, but there were no options available for further input—just a message indicating that they had all the necessary information. Has anyone experienced something similar with Samsung's support process?
For context, the critical errors reported in my SMART log were:
- Uncorrectable Error Count: Critical
- ECC Error Rate: Critical
Thanks for any help you can provide!
1 Answer
I’d suggest waiting to see what Samsung does next. Even when buying directly from them, I've experienced plenty of confusing emails, but my orders eventually arrive. Considering the widespread issues related to these drives, it's possible you'll get the runaround, but have you notified them that Samsung Magician shows critical Uncorrectable Errors? This indicates permanent damage that firmware can't resolve, which is a known issue with this model.
I had a hard time accessing Samsung's website too; it seems like a common issue. I noticed that using Firefox was problematic, so I switched to Chrome but still faced issues. To get my point across, I even printed out a letter detailing my SMART data and included my proof of purchase, hoping that whoever processes the drive will understand my case better.