Author Topic: Very poor technical support  (Read 6964 times)

ohnakin

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Very poor technical support
« on: June 18, 2015, 05:50:01 pm »
Some time ago I purchased a LS-WV2.0TL/R1 NAS. Now I understand it was my fault for not having power conditioning on my unit but that part is neither here nor there. What is relavant is that I called support when this unit failed and spent hours on the phone while they could not help with the problems at hand. The name of this tech is, try not to use him, he obviously does not know a thing about what he is doing. As I said, we spent several hours on the phone and the end result was I ended up purchasing a LS421DE and when it came I still ended up losing ALL my data. At the time when all this transpired he said for me to call him when I had new hard drives for the original unit and he would help me reinstate the original. Well when that time finally came, I did call him and he blew me off, stating that the unit was off warantee and that it was built to be disposable. I don't know where he is coming from but this was an expensive unit and to tell me that it is throwaway is not a good move on his part. If it were throwaway why did they make it repairable. Now the next problem becomes that the same tech could not help recover this unit because it turns out that the operating system is resident on the hard drives. If you lose the hard drives you lose the operating system. Poor design I would say. Then to top it all off there is no single point place to acquire the operating system and recover the NAS unless you are a proper NAS technician. In short you better know what you are doing if you purchase one of these. Now from what I have read so far on the internet, this unit is still recoverable, and I would love to know how without needing to have a computer degree. If anybody can help I beg you to give me a hand. I have been fighting this unit for weeks and I am now at wits end.

Thank You gang
John
« Last Edit: December 01, 2015, 03:11:47 pm by Eastmarch »

thunderkatalyst

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Re: Very poor technical support
« Reply #1 on: July 29, 2015, 06:50:40 am »
Amen.

This is the issue i logged via the website:

Buffalo Product: Portable Hard Drives
Operating System: Windows 7
Connection Type: LAN/WAN
How may we assist you?
I am trying to download the drivestation tools but when i enter the S/N found on the back of my device, i continue to receive an invalid s/n error.
my device is the HD-PCF500U3B
my S/N is: ------------  there is a G after this number. i have tried entering the number alone as well as the number with the G on the end. still receive an error.



This is the response i received:

Thank you for contacting Buffalo Support.
Sorry to hear that you are having issues with the download.
Please try again later. I have verified that the serial number is not working on the website even though it works on our system. I escalated this issue and it should be fixed soon. I apologize for any inconveniences this might have caused. 
Buffalo Support Email is intended for customers in the United States and Canada.  Any replies to this response will be handled in the order it was received.
Thanks,
Sergio
Technical Support Associate
Buffalo Americas


So basically, "That's weird dude. We told someone else. Try again later."


Not quite as helpful as I would have liked.

Texturtle

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Re: Very poor technical support
« Reply #2 on: July 29, 2015, 08:50:05 am »
Actually that's the correct answer. Our phone technicians do not have access to the back-end of the website, they have to escalate these things.

It should start working as soon as the changes propagate, probably in the next 15-20 minutes.

thunderkatalyst

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Re: Very poor technical support
« Reply #3 on: July 30, 2015, 06:46:41 am »
Ok well if that is the correct answer then that is satisfactory.


tgmassey33

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Re: Very poor technical support
« Reply #4 on: November 20, 2015, 08:01:41 pm »
I agree with the terrible support. I have a drive that is not covered under warranty, they offered no support what so ever. I asked if they had a "pay for service", but they do not and are unwilling to help in any way. All I need is someone to reload the firmware, the disk is ok other than that! I'm really very disappointed in the company!

Md.rasel

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Re: Very poor technical support
« Reply #5 on: January 21, 2016, 01:09:29 am »
i have got the best support from the support team as they have solved my problems in a while.

jjohnson46

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Re: Very poor technical support
« Reply #6 on: April 27, 2016, 11:40:41 am »
I agree with the crappy customer service post. I have never been blown off so hard by any other tech service person than I was by Buffalo. Had I know the service was so bad I never would have bought this product. The advice I got was pretty much throw it away and buy a new one, then we will talk to you.