Faulty IB-NAS901 - no reply from tech support

[MartinEve]

Hiya,

I sent a message to technical support on Friday afternoon (I noted that your tech support department is open on Saturdays) regarding a problem with the IB-NAS901 that I purchased and as yet have not received a response.

Having discussed this thoroughly at http://forums.hexus.net/help-technic...t-problem.html I have concluded, after not inconsiderable effort, that there must be a fault with the actual product as the ethernet port has not worked on 3 machines and my router in either DHCP or static configuration mode and the second LED never lights up on the ethernet port, whether using crossover or straight network cables.

I have thoroughly read the manual (which says just plug it in and it will work) and consulted the web and nobody else is reporting these symptoms. Regardless of operating system, no packets are ever received back from the device.

I would really appreciate a response on this as I was very excited to place my first order with Scan, and then, obviously, disappointed to find that the hardware appears faulty.

Martin

[Lee H]

The weekend staffing for the technical support section is not a full team and as such this limits them to the amount of queries they can answer and deal with on the weekend.

I would check the status of the OLQ for you, but I've just searched for your name and found no query in regards to this issue. Please can you provide me with your OLQ reference and I can check into the current status of this accordingly.

Best Regards,

[MartinEve]

Hiya,

Thanks for the speedy reply - I knew you guys would be busy over the weekend - just anxious to get this sorted!

I remember being issued an OLQ number when I sent the enquiry, but made no note of it as I assumed it would be emailed... no email ever arrived I'm afraid, so maybe this wasn't logged correctly....

<information removed for security reasons>

Really appreciate the speedy help on this!

Martin

[MartinEve]

Hmmm, don't know if it was one of you Scan guys who removed the info I posted... I'll give a phone call later if I don't hear anything because I'm still waiting on this.

Martin

[MartinEve]

Ok, all sorted now - RMA in place - thanks guys

[TAKTAK]

Hmmm, don't know if it was one of you Scan guys who removed the info I posted... I'll give a phone call later if I don't hear anything because I'm still waiting on this.

Martin

yep, even if it was a mod that removed it, it would still be visible to scan guys (as stated in the removal, it's a safety aspect)

and i'm glad you've got things sorted

[Lee H]

Yeap - it was me that removed the invoice reference, order reference and details for security reasons

Best Regards,