So about 2 weeks ago, my TeraStation Live exhibited the dreaded Error E04 Code. After spending over 9 hours on the phone with Buffalo Tech Support over 4 separate phone calls, it was deemed that my Raid Controller was defective. The most frustrating thing about this whole ordeal is that the process of determining the corrective measures was not absolute. It seems as though each step was trial & error. After a certain point in the troubleshooting/repair state, I was told to buy a new hard drive to replace a <suspected> defective drive, only to find out that the original drive was presumed to be ultimately fine. I went through the entire process of booting up with 1 drive missing (1,2,3,4) at least 3 times. I had tried to force flash the firmware several times to no avail.
I have to give kudos to the Buffalo Tech Support Staff for their patience. Granted, there were times I called and had to wait 45 minutes to get a live person on the phone. But, once I got them on the phone, they seemed committed to help. I would rate their support staff very highly for their professionalism and courteousness.
HOWEVER, I think the Bufflo "NON-WARRANTY" Service Policy as horrible. My TeraStation Live was 8 months past its Warranty. I would have been glad to pay Buffalo to get my TeraStation up & running. I don't have 10 hours to spare, to mess around with trying to fix it, only to find out that it can't be repaired. That was a total waste of time, for both myself and Buffalo's Tech Support Department. Is there no faster method of determining the Raid Controller is bad?
So, back to my original thought about this post. I would like to buy a new Buffalo NAS, only because I have over 10 computers accessing a Buffalo NAS product (Home and also Office). I don't WANT to introduce another platform, if the newer Buffalo NAS products are designed better than my previous one.
Any thoughts on New/Current Buffalo NAS versus Netgear, Thecus, Western Digital, etc?
I've used the web-interface to access office files from home and vice-versa, through buffalonas, so I'm used to it. I just don't want to go through what I went through in the future, with the next failed Buffalo product (not a question of IF, but WHEN... all electronic devices will eventually fail, right?).
Well this will be an awkward post but here goes...
"I've used the web-interface to access office files from home and vice-versa, through buffalonas, so I'm used to it."
You will find this is a common feature now for various brands. Some more evolved than others. :)
"I don't WANT to introduce another platform, if the newer Buffalo NAS products are designed better than my previous one."
Well this is rather subjective. The Terastation III (X Series) is designed similar in nature to the Terastation Live and Terastation Pro 2 series.
I will note the plastic on the new ones seems a little cheaper, but the metal casing is decent. As to the 'inner components', it's really just a newer revision (so faster etc).
If you want to stick with the consistent Web Access interface, then you have no choice but to use Buffalo (keep in mind the Management interface is different now, improved a bit).
My thoughts on: Western Digital: Great features, horribly slow product.
My thoughts on: Thecus: Advanced volume features (based on ZFS) but older style for Web GUI Management...also a bit overpriced...
My thoughts on: Netgear: Assuming the ReadyNAS series, good products for the price and lots of extra 'add-on' featuers to pick from. Can get a little complicated in terms of features if you are not computer-savy though.
My thoughts on New Buffalo NAS: Assuming Terastation III (X) series, decent products, priced a bit too high, and wish they would be more flexible with Third-party drive support. Good for basic functionality, but feature-enhancements tend to be limited compared to other companies. The one advantage Buffalo does have that for some is a 'MUST' is 24-7 phone support included in the device purchase cost. Others either offer phone support for a limited hour range, or only for the first ~30 days of purchase.
My 'Other' Thoughts: There are a few other 'big' players in the Home/Small Business NAS space. I'm NOT saying buy another brand, but I AM saying you need to be specific with your requirements, and find the product that best aligns with them. You'll find that you can at least narrow to a brand/vendor, and from there pick the proper product.
Hope this helps.
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FWIW, I purchased a new TeraStation III on eBAY last week. I checked the warranty terms online, and there is nothing that states that warranty would not be honoured by purchasing through this method. And the unit is brand new, right? Well, the TS-III booted up fine and was fantastic for two days. I configured it to work as an Apple Time Machine, and started a backup from my iMAC. Several hours later I get an email stating that Drive 2 was bad, and I should replace it. Things spiraled out of control from there, resulting in the dreaded "Emergency Mode".
I called tech support, who were fantastic! Very patient etc. Eventually I was told to ship the unit back to Buffalo Tech and they would probably just replace it. I called tech support this morning, to confirm the RMA details, and I was abruptly told that they were not going to honour my warranty because the unit was purchased on eBay!!
When I explained that the unit was brand new and still in its original packaging, I received a snide remark that "people re-package it like new". I have been professionally working in the IT business for over 25 years, and I can tell you with a high degree of certainty that I know when something is new, or re-packaged. In this case, it was brand new!
But that is not the point. The real issue is why will Buffalo Tech will not support a brand new product. It has not been abused, dropped or otherwise messed with. I plugged it and it worked fine initially. This is really just a cop-out on their part, to avoid warranting this unit. The seller on eBay said he was willing to send them his sales receipt, so perhaps it will all work out in the end. In the mean time....
Unlke Dell, IBM and most other manufacturers who will honour units, as long as the warranty period is in effect, these guys somehow feel that they can blatantly do what they want, despite their sales promises. Aren't there laws against this? I have purchased Dell servers on eBAY with FULL WARRANTY, never an issue.
I guess its time I stopped reccommending Buffalo Tech to my customers, and find someone who actually lives up to their promises.
Cheers,
Not impressed in Canada
"I checked the warranty terms online, and there is nothing that states that warranty would not be honoured by purchasing through this method. And the unit is brand new, right?"
No offense but I am not sure I understand why you expected us to warrant the drive without an original proof of purchase from the retailer. Would you expect us to honor a new warranty period for someone who bought one of our older units at a garage sale, even if it was new?
"I have been professionally working in the IT business for over 25 years, and I can tell you with a high degree of certainty that I know when something is new, or re-packaged"
Tell me in your 25 years of experience how many companys honor an Ebay receipt when it comes to warranty? Besides your Dell server I bet not many.
"The real issue is why will Buffalo Tech will not support a brand new product. It has not been abused, dropped or otherwise messed with. I plugged it and it worked fine initially"
There is no way to prove that it has not been tampered with, although I can understand where you are comming from.
"The seller on eBay said he was willing to send them his sales receipt, so perhaps it will all work out in the end. In the mean time...."
This would solve your problems and hopefully prove that we are not "copping out". We honor all warranties as long as you have the original proof of purchase. The OP even stated that he was 8 months out of warranty so i am not sure why you even posted this in this thread....
I had the same error. After a similar marathon with tech support, it was determined that my motherboard was fried. Unfortunatley, Buffalo Tech does not sell replacements. I was very sad. I paid a lot for the TS2 because I thought that it was a robust drive unit. If Buffalo Tech does not want to provide full-service, then they should stick to selling cheaper products. Maybe if the unit cost $400, I wouldn;t mind buying a replacment unit.
A TeraStation Pro II has a 3 year warranty (according to the US version) and we offer free 24/7/365 support (in the US). I don't know what you consider "full-service" or which region you're in, but when all we ask for in return is a proof of purchase and shipping coverage (per the warranty once again) I think that's a pretty fair deal.