I recently had to replace my old Synology DS415+ NAS with a new Synology DS918+ NAS, at a cost of more than $600, because my DS415+ failed.
When I researched the failure that permanently bricked my DS415+, I learned the following:
- The failure was caused by a known defect in a component of my NAS.
- The defect could have been repaired before the NAS failed by soldering a resistor onto the NAS’s motherboard, at a cost of a few cents for the resistor and a few minutes of labor.
- However, because my NAS failed before the resistor repair was performed, it was permanently destroyed and had to be replaced.
- Synology knew about the defect in February 27, but instead of notifying the owners of affected hardware and offering to repair or replace their NASes, Synology only published a press release extending the warranty on the affected NASes, which most people wouldn’t have known to look for until after their NAS was destroyed by the defect and it was too late to fix it.
- Some people did happen to learn about the issue on their own. It appears that for any of those people who contacted Synology during the extended warranty period, Synology repaired or replaced their NASes for free, even if they had not yet failed.
Because the defective component did not burn out my particular NAS until after my warranty expired, Synology refused to replace my NAS or offer me a discount on a replacement, even though the failure of my NAS was clearly caused by the defective component.
I actually understand why Synology refused to replace my NAS, given that it’s out of warranty. What I do not understand — and cannot accept — is their failure to contact the owners of affected NASes while they were still under warranty and offer to repair or replace them.
Synology makes a pretty good product, and until this incident I was happy to recommend them, but I can’t in good conscience do that any longer.