The thing that cheesed me off most about the whole ordeal was that they issued a firmware "fix" that bricked the drives outright.
At that point I started to suspect their in-house testing checklist looked something like this:
1. Compile it.
2. Release to the customer.
3. ???
4. Profit!
I mean, seriously, it's a stinker of a bug, but there's a step missing between 1. and 2.: "Get a few hundred drives from the warehouse, do random number of R/Ws, image, set up for failure. Test to see if bug is fixed, also test for bricking / regressions / other issues". Screw the cost, get the engineers some drives from the warehouse, get a few from RMA that have failed, and let them do some testing.
The clincher was that the first firmware update didn't fix the whole issue: while the bricking could be considered a bigger problem, the update still didn't fix the bug -- you could get past the "bricking" with the serial console, but the drive would still crap itself when it saw the trashed SMART log record.
As for the whole RMA procedure, they made a colossal clusterfsck of it. The front-line staff didn't know a thing about the bug (even though it was on the knowledge base), and just played the "stonewalling game". As in, "it's a problem with your hardware, the drive is spinning so it's fine."
As was, the CSRs didn't know anything about the "firmware issue" (Seagate refused to call it a recall) until near the end, and SG themselves just kept making fuckup after fuckup until it all ballooned into one giant clusterfuck.
Given that they had their own in-house data recovery service, and that they knew how these drives were failing, they should have (at the VERY LEAST) offered to repair them free-of-charge regardless of warranty status. It's a firmware bug, thus it's Seagate's fault.
It seems a lot of "customer first" type policies have fallen by the wayside recently... Now it's pretty much "take the customer for all they're worth, and hope they don't tell their friends/the cops that we were naughty."
My opinion of Seagate was soured before the 7200.11 issues though -- I bought a 500GB 7200.10, which died within about 8 months. Basically, the motor locked up mid-spin, and (AFAICT) the motor control chip decided to slam on the brakes (short all 3 motor coils to ground -- aka dynamic braking). Big mistake. The drive launched itself across the floor (the cables were pretty loose) and nailed the side of my leg. It wasn't especially painful, but certainly brought me back into the "real world" (I was in the middle of a huge mess of coding).
The next morning I called Seagate, spoke to a really apathetic CSR who spoke to me like I was interrupting something far more important, and who couldn't give a flying crap in a storm about issuing an RMA number. During the 15-minute call, the CSR outright refused to escalate the call to a supervisor ("we have no supervisors here"), and just kept giving me the same answer time-and-again.
I gave up and called the company that sold me the drive (CCL Computers in Bradford). In 5 minutes I had an RMA number, and instructions for returning it. "It might take a week to get it tested, but we'll replace it if it's faulty."
Two days later I had a new drive sitting on my desk at work. Now *that* is customer service.