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Synology – A customer service success story.

I’ve recently purchased a Synology DiskStation DS410 and stuck 8TB of storage in it. Although I am slowly coming to grips with it and all of the features and flexibility it offers, I did have an initial problem with it out-of-the-box. The unit would not power up properly either by means of pressing the power button on the front of the device or by WOL (Wake On Lan). WOL is used to send a magic packet to the device whilst it is in a low power state (1W) to make it start up, which can be done remotely from anywhere with an internet connection with properly forwarded ports.

The issue that I was facing is heavily discussed here and there are even youtube clips which demonstrate the issue here and here.

I was not so bothered at all about the unit not powering up by means of the the physical power button, but it really bugged me that the WOL would stop working altogether after some time after being shut down and left in the low power state. Apparently the problem lies in the factory shipped power supply to the unit.

For this reason, and as per the suggestions in the forum thread above, I decided to contact Synology to get this issue resolved. What followed was nothing short of perfect when it comes to talking about customer service which I will outline below.

  • Initial email sent to Synology support with reference to the problem and link to related forum thread.
  • Response from Synology (Tashi) politely apologising for the inconvenience caused and to check a few things on my setup and to provide a shipping address.
  • Response to Synology that I confirm the issue is still present.
  • Response from Synology (Tashi) thanking me for my confirmation that the problem is still present and for providing a shipping address and to wait for a shipping tracking number.
  • Response from Synology (Tashi) with a UPS tracking number.
  • Replacement power supply received 3 days later.

5 days later and after heavy testing, I am happy to announce that the issue is now totally solved and that I am extremely happy with the way Synology handled this, wishing that many more companies would treat their customers like this. On the same note, it was nice to be handled by a single support representative (Tashi) all along the whole process as opposed to having to exchange faceless emails with different people. It may not be relevant, and I can only compare the experience with calling my ISP’s (CytaNet) customer support line whereby you get to speak with at least 3 different people and need to explain everything from the very beginning each and every single freaking time – a highly frustrating thing to have to do in my book.

For the record, I will add that the replacement power supply was totally free including shipping.

Tashi, thanks!!!

If you have reached this post whilst researching Synology products and are considering making a purchase, I have set up an online store here (opens in new window). If you end up buying via this store, I get some pennies for it which helps pay for my hosting fees. 🙂

Categories: All, Technology
  1. March 13th, 2014 at 21:56 | #1

    I have a totally opossite experience with Synology regarding tech support. My brand new DS413 (2 month old purchased by amazon) is now powering off and powering ON every 3 – 10 minutes and I get no response from tech support emails, form filled in the webpage, from the DSM report feature and even I try to reach them by phone and get no response after 20 min of recorded music. Very anonnyng.

  2. don
    July 20th, 2017 at 04:21 | #3

    today this happened to my ds1515+ and i’m really hoping my experience is as good as yours!!

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