ICYBOX NAS-4220 & Samsung Disks

[method]

Hi there,

I bought the ICYBOX NAS4220 from Scan on the 6th June this year. I had two Samsung Spinpoint disks to put in it. To cut a long story short, The ICYBOX and Samsung disks don't work together, you got all sorts of stability issues, the raid unconfigures itself and it often takes 2-5 reboots to be able to log on.

Raidsonic who make the device (or at least rebrand it) are aware of the problem, originally they changed the mainboard to V1.2 for anyone who sent it back to Germany. The trouble is it didn't make any difference, plus mine already had this

So to get round this I bought two Western Digital disks about a month ago, it doesn't even recognise they are in there.

I've waited for Raidsonic to bring out firmware to fix the issues, but three revisions so far and its still the same.

So last week I ask Scan to return the item, they arranged an RMA, but advised that they couldn't refund only replace it for another because of the length of time I've had the device. I pointed out that I'll still face the same problem with a different unit, they said there is nothing they can do.

So, am I asking too much? These devices should at least carry a warning about the Samsung Disks. I'd settle for a credit note.

I don't see how anyone could describe this device as fit for purpose.

For more info on the device Google - forum.nas-portal there is an English bit at the bottom.

[method]

Is anyone from Scan going to comment?

[DavidM]

Please use the returns query form here: http://web6.scan.co.uk/aspnet/Suppor...px?QueryType=R - for any Return issues, otherwise we'll look into this as soon as we can on the forum for you.

[method]

I've already replied and received several replies to the original query, is using this form any different? I was told that "we're sorry but there is nothing we can do"

[method]

Refund has been authorized, thanks for your help, much appreciated.

[ojobson]

I have exactly the same problem - I have tried contacting raidsonic and scan but scan ignore the problem with Samsung disks & Radisonic just ignore me.

After the first return, scan accepted the unit was faulty, but refused to refund and would only exchange the unit. I thought maybe I just had a bad unit? The next one has exactly the same problem where it will rarely recognise the discs - eventually it will, but then the next day the discs and all the data are gone and the unit will not recognise the discs!!

I have found a huge number of web pages reporting this problem, but I cannot post links here as I am a new user.

They obviously know their is an issue as I have just found this thread - yet after speaking to returns they are trying to charge me £10 for testing the unit and £10 to send something that will not work as advertised back to me! To be honest - I am absolutely furious.

Now at least I can mention this post - if they refunded one - surely they can't have a different rule for me and must refund me too?

[method]

Keep pushing for a refund, someone on here should be able to help. The problem with these is, it's not just Samsung disks (although they are the worst), I had problems with WD as well. The product doesn't work as described, its a simple as that.

[NoPrisoners]

Yeah keep pushing scan for at least a credit note or an exchange to a different NAS. Only offering you an exchange to an identical unit which will have the same problem is just plain silly.

N.B. Glad to see that scan have seen sense.

[daz1701d]

I am also having the same problems with Samsung 750Gb and 1Tb drives. It has now been 8 months since I bought the NAS, and I had problems from about month 3 (mainly just needing to reboot the NAS), but things got too much when I added a second drive and the NAS would not recognise the drives at all. Luckily, I was able to backup my data from it just before it did this. My original IB-NAS4220-B was RMA'd to Scan and they replaced it no bother. The replacement has the same problem.

When I spoke to Scan Returns, they suggested that I should have read about the incompatibility problems before buying the drives and NAS. My thinking was that a popular NAS and popular drives (as confirmed by Scan) would have no problems working together.

Although I am more than happy to swap the IB-NAS4220-B for another NAS, Scan have suggested that I just sell the drives and NAS and start again, or update the firmware and see if that helps (already done, and no it didn't).

I have pointed Scan Returns at this thread, but they dont seem to bother about the problem. they have also said that they have not offered refunds for this problem, despite method saying that they were offered one. I have also emailed Raidsonic, but have had no response. Given that Scan Returns have admitted that there is a problem, but which they cannot advise customers in advance, I would have thought they would be more understanding of the problems we are facing.

DavidM, is there anything more that you can do to help?

Daz

[daz1701d]

Bumped for Tuesday morning. Can anyone from Scan help me?

[daz1701d]

<bump for Thursday morning>

can someone from Scan please have a look at online query <removed> please.

Thanks
Daz

[Mark@SCAN]

Hi,

Unfortunatly as advised via e-mail by wesley@scan on 09/04/09 we are unable to assist further in your request for the return & exchange of the drives purchased. Please accept our apologies for the delay in replying to your post.

Regards

[method]

Description of the characteristics of goods, including their quality, quantity, and fitness for the purpose for which they are required. Under the Trade Descriptions Acts 1968 and 1972, making a false trade description is a criminal offence in English law.

The offence may be committed by applying a false trade description directly, such as on a label attached to goods; indirectly, such as by deliberately concealing faults in goods; or in an advertisement. Misleading statements are also illegal.


I'd take it to small claims court to be honest.

[daz1701d]

If it is a known problem, and they continue to sell the product without making their customers aware, what difference does it make when I add the second drive. The product has a design or software fault, which the manufacturer seems in no hurry no fix.

I think this may be my only option, as Raidsonic have not replied.

Scan are obviously trying to wipe their hands of this. They admitted there is a known problem, but are now saying "no refund" due to me not having found the problem early enough.

For a company with a normally good reputation, especially on here, I am very surprised that they would resort to hiding behind T&Cs

[ph5ah]

I have exactly the same issue with Scan, this Icybox NAS and Samsung disks. I have been using Scan for many years and always recommending them to others. But unfortunatly Scan are completly wiping their hands of this problem even though it is obvious they are aware of the issues with this. Terrible customer service decision and I have learnt my lesson on never to use them again all over a NAS that cost £100. Goodbye Scan.

[Lee H]

For all those experiencing issues, please ensure you have logged an OLQ with the returns department using the following link ;

http://web6.scan.co.uk/aspnet/Suppor...px?QueryType=R

Best Regards,