Why I can no longer recommend Synology

By | February 3, 2020

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.

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6 thoughts on “Why I can no longer recommend Synology

  1. Andrew

    The resistor fix does work on a machine that has failed. See my reply to another of your posts, or search Youtube for how to do it.

    Reply
    1. jik Post author

      That is not my understanding from my research on the issue.

      In any case it is too late the old NAS has already been recycled.

      Reply
  2. John Bevan

    I had a similar and worse experience with Hewlett Packard about two years ago. I sold an HP printer to a client and not even two months after the delivery and setup, the power supply failed. Unlike most of the HP inkjet printers that have a “brick on a leash” style of adapter, this one was installed inside the machine and therefore not field-replaceable. I got in touch with HP and let them know the situation. They insisted that I run through the various troubleshooting steps to determine whether the problem was the power supply. I let them know everything I had done to determine that already but they still insisted that they email me the procedure so that I could do their troubleshooting. Upon receiving it, I had done everything that they detailed in the procedure. I called them again and let them know this and asked to have a replacement printer sent. Rather than do this, they sent me a link to a website at which to order parts along with the part number that I should order. Going over there, I found that the part number they gave had nothing to do with the printer in question nor did it even match the power supply for this printer. (The part number was for a brick on a leash, not an integrated power supply.) So, I called them a third time and let them know this latest bit. They then said that I would have to go back to that website and order the part and install it myself rather than get a new printer. They gave me a different part number. I went back to the website and found that part was not in stock and there was no ETA for a new supply. I called AGAIN and let them know this. They then said that there was nothing more that they could do. So, after only about two months of service and about a month of going back and forth with HP over this $100 printer, I bit the bullet and bought the client a new printer out of my pocket and then cancelled my relationship with HP. If they are unable to honor their warranty, especially when the one contacting them is an HP Authorized Warranty Service Technician who has been certified continuously since 1994, then I cannot in good faith or conscience recommend or sell any of their products. So, for the past two years, I have not sold a single HP printer, scanner, laptop, desktop, monitor, or other product that they offer and will not do so until they change their ways and, in an ideal world, reimburse me both for the printer that I purchased for the client and for the time that I wasted with their imbeciles. (Of course, the reimbursement will never happen since big corp HP doesn’t care about the small retailers and support folks.)

    Reply
    1. jik Post author

      While I agree with you that HP handled this terribly, it doesn’t seem “similar” to my story in any substantive way. Rather, it seems like you’re using my almost entirely unrelated blog posting as an opportunity to post unrelated venting about a different company.

      Reply
      1. John Bevan

        I see it as being similar in that both companies showed a complete lack of customer support in each case. Both knew that there were problems and neither did anything to help those who had the problems. In your case, at least Synology did step forward for those who approached them before a problem occurred. In my case, HP did nothing even though they did acknowledge that the machine was still under warranty and needed warranty service. So, while Synology still erred, at least they didn’t foul things as badly as HP did.

        Reply
        1. jik Post author

          both companies showed a complete lack of customer support

          I don’t think that’s true.

          Both knew that there were problems

          Nothing you wrote seems to prove that HP “knew that there were problems” as opposed to the much more mundane explanation that you were just dealing with a terrible support rep, which is alas all too common but not indicative of a policy decision not to inform customers about a known defect in a product, which is my main complaint with Synology.

          Reply

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