Support

My Book Live and My Book Live Duo: Data Recovery Service Offer

The Data Recovery Service Offer is Closed to New Requests as of July 31, 2021

Last Updated: July, 2021

Offer Details

Recently, some My Book Live and My Book Live Duo products experienced data loss due to a security incident. In relation to this security incident, Western Digital will help eligible customers with qualifying products recover their data using the data recovery services (DRS) provided by a Western Digital-selected vendor. Western Digital will cover costs of shipment of the qualifying product to the DRS vendor and for the DRS. Recovered data, if any, will be sent to the customer on a My Passport drive.

Qualifying Products

The following models of My Book Live and My Book Live Duo products from Western Digital:

My Book Live
WDBACG0030HCH
WDBACG0020HCH
WDBACG0010HCH

My Book Live Duo
WDBVHT0080JCH
WDBVHT0060JCH
WDBVHT0040JCH

Eligibility Requirements

The following requirements must be met in order to be eligible for this DRS Offer:

  • The customer with a Qualifying Product must have contacted Western Digital Support and be issued a case number by no later than July 31, 2021.
  • The Qualifying Product must be determined to have suffered a data loss prior to July 1, 2021 due to the security incident described in the security bulletin (WDC-21008) issued June 24, 2021. Western Digital Support will work with the customer to make the determination.

Device Return Procedures

  • Customers should have the following information ready prior to contacting the Western Digital Support Team:
    • Device Model and Model #
    • Device Serial Number
  • If a Qualifying Product meets the Eligibility Requirements, a case number will be assigned to the customer for each eligible and Qualifying Product for tracking.
  • Along with a case number, the customer will receive step by step instructions to ship their product, at no shipping cost to the customer, to a designated Western Digital DRS vendor.
  • The DRS vendor will use commercially reasonable efforts to recover the data and return any recovered data on one or more encrypted My Passport drives. Western Digital and its DRS vendors make no warranty, express or implied, that data will be successfully recovered. Appropriate data handling release forms will be required to comply with regional data privacy practices.
  • The My Book Live, My Book Live Duo product itself, and any internal storage drives will not be returned. In the event the DRS vendor cannot recover any data, the customer will be informed. Additionally, the customer shall receive a trade-in option per the My Book Live and My Book Live Duo Trade-In Offer.

Turnaround Time

The duration for the Data Recovery to receive, process, and ship a physical drive back to the customer, or send a communication that no data could be recovered may vary. Customers should expect an outcome typically within two to six weeks of sending in their drive to the DRS vendor.