Support and privacy

[bghill]

I'd like to ask users here how Buffalo handles difficult support cases. I recently bought a competior's NAS. Not long after, it would crash every 5-10 minutes. The logs are dumbed down to the point of being useless. There is a button to collect log and other system files, and zip them into one file to upload to them. That file is password protected so that I cannot verify what is being sent to them. When I opened a customer ticket, they asked that I give them admin rights and let them log into my machine. They can't explain how they are going to log into a machine that won't stay up and running.

Now I have built custom NICs and other hardware. I understand how difficult remote support can be. But I bought a NAS  to ensure the privacy of my data, and on day one, the company says any of their employees need to be able to read all my finacial data in order for the product to work. This seems insane to me. Am I out of touch here? The company claims that is what all NAS manufacturers do. As Buffalo users, has this been the case for you?

Thanks for you time,

Brandon

[bghill]

For the curious. the vendor was ASUS. I tried for days to work with them. Since I didn't want to tar the entire company over a single employee, I reached out through other channels. I got nothing.

I understand that for many customers with no skills, remote login is needed and welcome. But when a customer has the ability and desire to protect their privacy, it needs to be respected.The support person ended up being snarky ("See you later maybe") and then tried gas lighting me repeatedly.  He argued that if I didn't have the "will" ASUS couldn't help me. He refused to explain how they would even remotely log into a crashed NAS remotely. It was the weirdest, most hostile customer support experience I've ever had. If ASUS found that acceptable, then I ended up returning everything I own from ASUS. If privacy on a NAS doesn't matter, I can't expect they respect privacy on my router.

I hope Buffalo treats folks better.