Synology Warranty - Careful, may not cover drive failure!

[FragglePete]

Morning all,

 

We've got a Synology DS1815+ which came populate with 8 x 4Tb WD Red drives. This has been a great little work horse for housing an extra set of copies of our backup data. However, we've recently been getting errors and one of the drives was being flagged as having an excessive amount of bad sectors. So, I check the warranty... 3 Years, great, we purchased this in June 2016 so still good. Contact Synology Support.... they ask me to power down unit and fit hard drive into a PC to run the WD Test Suite. Seems odd, isn't their software that is reporting the errors enough? Ok, I'll jump through that hoop..... sure enough, excessive bad sectors and the test suite fails the hard drive.

 

I get back to Synology with the results who then just point me in the direction of Western Digital to see if the drives are still covered under warranty!!!! WTF? No, my warranty is with you - get it sorted. I did try to raise a RMA with WD anyway just to expedite the process, but the drive is flagged as OEM so they won't deal with me.

 

For now, I've just paid to get a new drive myself from Amazon on next day delivery, just so I can get this device up and running again (for my piece of mind), but I am somewhat disappointed with Synology in this respect - e-mail response is taking nearly a day each time. Am I expecting too much? I like these devices, but seriously doubt using them ever again if this is a taste of their support.

 

Pete

[synaesthesia]

Synology boxes dont usually come prepopulated; a few resellers do that. In fact it's quite rare for any NAS boxes as they don't usually like committing to a brand of storage. I would however expect them to point you in the direction of the reseller rather than WD though.

[bossman]

We had to go to WD for one of our Red drives which we purchased from WD not Synology so it doesn't come as a surprise they have pointed you to WD for a new replacement drive.....

 

We had no issue and WD sent the drive out the very next day....didn't even have to power down our unit as its hot swap....

 

Who was your reseller? I would take it up with them!

[FragglePete]

Re-seller is one that I haven't used for a while so I'm trying to make contact. Synology point me to WD, WD have told me that its OEM so I must talk to reseller. Bit of a ball ache to say the least.

 

Better off in future purchasing the drives separately and registering them to get the 5 year warranty.

 

Pete