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Thread: thecus support ticket, 3 weeks and no response?

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    thecus support ticket, 3 weeks and no response?

    Ticket ID: CRZ-529825 - nsync hangs on "setting ACL"
    Created On: Oct 09 2009 08:36 PM

    last response from thecus was on oct 16th
    on nov 11th i added more information to the ticket (the new firmware supplied on the 16th did not solve the problem, and in fact caused new problems as well) and since then i've heard nothing.

    at least an acknowledgement that someone is looking into it would be nice, having spent close to £1000 on a pair of these N5200s, and being still unable to use them properly.

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    Member Thecus - Ivan's Avatar
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    Re: thecus support ticket, 3 weeks and no response?

    Dear Statick,

    Have you been contacted by our support team?

    _____________________________

    Official Thecus Support Representative

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    Re: thecus support ticket, 3 weeks and no response?

    i was contacted after this, and was asked to make the N5200's available online so that the support engineer could log in directly and troubleshoot the problem

    i did this on december 7th (two weeks ago) and made several replies to the support ticket, giving IP addresses and login details for the N5200

    and again, no reply, in two weeks i've heard nothing. then today, i received an email :

    This message concerns your ticket #CRZ-529825. We have not received any response back from you in 336 hours, and would like to know if you consider this issue to be resolved. If you have any further questions, simply respond to this e-mail.

    Subject: nsync hangs on "setting ACL"
    Department: N5200 / N5200PRO
    Priority: Normal
    Status: Open

    Please note that the ticket will automatically be closed within 48 hours if no response is received from you. The ticket will not be closed in the case that you send another reply.

    Thecus Technology Corp.
    frankly, this is just rude. it's demonstrating a complete lack of customer care. again, i spent over £1000 on these units, and another £1500 on hard drives inside them, and they're not even performing a basic function that they have advertised on the packaging - nsync. a feature which made me choose these units.

    this therefore means that they are not fit for purpose. i cannot even begin to calculate how much this has cost us in lost time, but it's definitely running into thousands of pounds.

    and yet, i am treated appallingly. to be emailed after another long period of silence, just to say "we've not heard back from you, so we're about to close this case" when I'M the one waiting to hear FROM YOU, is ignorant and rude.

    thecus, this is your last chance.
    Last edited by Statick; 21-12-2009 at 01:14 PM. Reason: spelling

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    Member Thecus - Ivan's Avatar
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    Re: thecus support ticket, 3 weeks and no response?

    Dear Statick,

    I have forwarded your below post to our support team, you will be contacted shortly.

    Thank you

    _____________________________

    Official Thecus Support Representative

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    Re: thecus support ticket, 3 weeks and no response?

    now he will be connected??? one mont later??? I have no answer on my ticket for two weeks also,... this is customer care?

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    Re: thecus support ticket, 3 weeks and no response?

    You guys seem to be forgetting that Thecus are a large company and I bet Hexus isn't here home forum or point of contact. If you needed contacting, keep updating the ticket yourself, someone will get the picture then.
    Quote Originally Posted by TAKTAK View Post
    It didn't fall off, it merely became insufficient at it's purpose and got a bit droopy...

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    Re: thecus support ticket, 3 weeks and no response?

    Similar problem with an open ticket direct with thecus tech support. It was a request for more information and no response for 3 weeks - the ticket then wants to auto close. The issue has now passed (without adequate resolution) and although this case was not critical it does not bode well for future support requests.

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