Decided to go and read some reviews on the Synology 1517+ and was surprised at how many had probl...

[G+_Rud Dog]

Decided to go and read some reviews on the Synology 1517+ and was surprised at how many had problems with tech support. Are these reviews just a few bad apples or is there indeed a problem with support for the Synology product?

[G+_Paul Hutchinson]

IME, tech support for most low cost high complexity network appliances is rated very poor for all the manufacturers. I typically don't expect good tech support from a manufacturer of this type of item unless I have paid thousands of dollars for the appliance.

 

For people who need good tech support and can't afford the thousands of dollars, I recommend finding a local tech and paying the large markup to buy an inexpensive device like a Synology or QNAP device from them with support from them.

[G+_Bruno Barr]

Hi Rud Dog , a couple of weeks ago, I had an issue with my company's Synology 1515+ (it was not powering on). I contacted them via their support section on their website, and got a response within an hour or so. They immediately opted to switch out the device (they would cover all shipping costs). I had no issues with their support.

 

In fact, something that may have been considered an issue, still was not an issue: I'm from the Bahamas, and they weren't able to ship directly to me. However, they advised that I would have to cover the shipping costs to and from the Bahamas. I was fine with that, especially because I had a US courier that they could ship the replacement device to. So in the end, I only paid to ship the faulty device back to them from the Bahamas.

 

But, I was really impressed with their immediate response and their willingness to automatically replace the device at "no cost". So like I said, based on my experience, I have no issues with their support.

[G+_Jeff Gros]

I've contacted Synology support multiple times with no issues. Support staff was courteous, prompt and helpful.

 

First time was support for setting up git server. Second time was for unit dying (dead power supply).

 

No complaints here.

[G+_Rud Dog]

Thanks to those speaking to real-world experience, keep them coming as my wife and I have agreed to replace the Drobo with the Synology. We halted our forward movement based on the reviews. Any and all reports are welcome and appreciated.

[G+_Jeff Gros]

One tip. When you order one, keep the box. You'll need it for return shipping if you need a replacement unit.

[G+_Ben Tyger]

Also with multi featured devices like the Synology equipment, are the complaints about people who don't have the technical knowledge to set the equipment and got I over their head with a Synology product?

[G+_Bruno Barr]

Jeff Gros Yes, this is true. Fortunately, I still had ours, which made it very easy to pack and ship. ?

[G+_Alex Martinez]

Bruno Barr did they give you the updated model 1517+ or the same 1515+?

[G+_Jeff Gros]

Alex Martinez

I was a bit confused at your question at first. Why would Synology send a different unit than what you sent in? And an upgrade at that?

 

Looking at the Synology website, I believe I understand the point of your question. The 1515+ is no longer on Synology's website and has been replaced with the 1517+. The same has happened with mine.

 

We'll, I can tell you that I was given the same model back, and not an upgrade.

 

When you do an RMA, they don't try to fix your unit and send it back. Instead, they send you back another unit that has already been refurbished. They will later try to fix my box, and send it to someone else if salvageable. I'm sure they've got an inventory of refurbished units considering the change from 1x15+ to 1x17+ was pretty recent.

[G+_Bruno Barr]

Alex Martinez They replaced it with the same 1515+ model.

[G+_Alex Martinez]

Well reason i asked is i seen on reddits Synology people rma there 1515+ and getting back a 1517+