Synology Support Frustration

[Prism]

I am so frustrated with support from Synology. I bought 3 DS1511+ and I absolutely regret it. I ask them a simple question, then get told I did not ask in the right place and thats it. No link to where I should be asking, perhaps even handing me off to someone who could help. This happens everytime I try to get help. I am not sure where the support team is physically located but there seems to be a language barrier issue, as they do not understand or misintepret some of the dialogue.

If they had phone support I would pay the premium. I did my research well and the DS1511+ and Synology were always number one. I am not disappointed with the hardware, but it is useless to me and I will not use it in production until I get my problem resolved.

All I need to know is - How to get windows security working on the NAS. I have the NAS in my domain and it is accessable, but when I move data to it using SecureCopy, none of the security comes across with the data. When I right click on a folder that is on the NAS, there is no security tab.

I have read all the documentation I can in the forums but I cannot find one well documented, end to end process / procedure to get this functionality working.

If anyone knows how to get this functionality working on the DS1511+ in some form and is willing to hand hold me a little, it would be greatly appreciated.

Respectfully
Terry
tmjonasson@hotmail.com

[sjeph8je]

Hi,

you can enable the ACL control in the control panel->shared folder. Select the share you want to enable ACL of and press Edit. On the second tab it is possible to enable ACL

Best regards.

[Prism]

Thank you for the guidance. Can you provide me an example of how to apply windows security to a folder? example: I have a share called data at the the of my NAS \\data\accounting\dir1 I also have a corresponding windows group, with domain members in it. How do I apply that to the directory? Is that something that can only be done with the File Station tool?

Pleas include as many detail as you can. Do not assume I know everything

If we can get this nailed down, I will submit a better document to the site.

Many thanks!!!

[Wired]

Read this yet?
http://forum.synology.com/wiki/index.ph ... iskStation

[brntwood]

Just to throw my 2 cents into this topic (support)

I have no specific issue (yet) - but it does seem that (from reading many posts) that there seems to be a lack of support from Synology. (This concerns me!)

Regarding these forums being "user forums" - there also seems to be a very low level of activity/responses in the various forums. (MANY questions/coments with zero replies!)

I dunno...I have been researching a NAS product and decided on Synology, yet this (seeminbly) lackluster support (and forum activity) ARE concerning me.

Comments?

[Prism]

Hi Brntwood,

Your observations are correct. Maybe the vendor could add paid phone support as an option. I will not use this equipment in my production environment becasue support is so poor. I thought I did all my research but support is where everything fails. There are a few vendors I deal with that actually read and post responses to questions or problems customers post in the forums.

Based on what I know now ( after I have purchased 3 ds1511+ ) I will no longer order or recommend this equipment to anyone. I am part of a team that manages over 5000 windows servers globaly and I cannot put any misssion critical data on them because I cannot get my ds1511's to use windows security. If anyone from Synology reads these posts, I would pay for some phone support - or if anyone out there knows how to get it to work properly with windows security, please send me an email. We can negotiate an hourly rate. ( this is pretty sad that I have to offer money for support )

Send me an email if you can help. tmjonasson@hotmail.com

Thanks is advance.

Just to throw my 2 cents into this topic (support)

I have no specific issue (yet) - but it does seem that (from reading many posts) that there seems to be a lack of support from Synology. (This concerns me!)

Regarding these forums being "user forums" - there also seems to be a very low level of activity/responses in the various forums. (MANY questions/coments with zero replies!)

I dunno...I have been researching a NAS product and decided on Synology, yet this (seeminbly) lackluster support (and forum activity) ARE concerning me.

Comments?

[brntwood]

Hi Prism (and anybody else that cares to respond..)

Note that I may be a "newbie" to these Synology forums - but I am not an inexperienced IT person! (been doin this for "WAY" to long") In my current position, I am not liable for an enterprise NAS/backups/etc. but wanted to upgrade my current (home) backup solution and decided it was time to get a NAS (For my home network-PC's, MACs etc.) Being "in the business" for too many years - I tend to take the "Tim Taylor" approach (remember "Tool Time" - TV show? - "bigger IS better"

But - as mentioned, the Synology product seems like a very robust product with very good features and a good level of price/performance. - but the "support" appears basically non-existant (both from the vendor and on the forums (which also appear that they are not monitored nor responded to by the vendor)

Just for giggles - I'm going to try to open a support request w/synology, specifically asking them about there support?? I'll report back with their response/my findings.....

Sad..... A good product – with no support! (like you mentioned prism.) And I ALSO have had MANY experiences with other vendor’s support which seem to surpass Synology by leaps and bounds as well as moderated and (helpful forums) Boo-Hoo synology!

[jlsoaz]

Hi Brntwood, others:

It is disappointing, but useful, to get these comments on the status of Synology support. I'm on the opposite end of the spectrum - not a computer professional, not a hobbyist, not interested in spending any more time than necessary pulling my hair out over restoring from a backup. So, even though Synology is at the top of my list (due to energy-saving and various praise), if I will in effect risk being largely out in the cold when something goes wrong,.... I don't know, this gives me pause.

I went with HP circa 2007-2008 because I thought with such big companies (HP, MS) they would be super-supportive, and to some extent this was vindicated in the two or three excellent calls I had with HP support. HOwever, it was exceedingly difficult to reach HP support and, to some extent surprisingly, neither HP nor MS seems to have been gung-ho on the WHS product, so now I'm a WHS refugee.

Does any of you folks know of a particularly well-run discussion board for discussing all home and home-office backup and remote-access and media-serving solutions? It might be easier to compare than having to go to each of the individual manufacturer boards and reading through amazon reviews.

[brntwood]

Hi jlsoaz.

OMGosh. Regarding your question about a general forum for SOHO backup.. (I am not specifically aware of one - but "Google is your friend")

I AM an IT professional (and NOT a "hobbyist") Thus my situation..... I spend my day in "IT" and the LAST thing I want to do is needing to spend my free time messing around with my (simplistic) SOHO network, backups, restores, etc. (Note: ALL hard drives WILL fail!!!) beyond I just want to install it with minimal headaches and I just "want it to work" with the least amount of my intervention. (Kinda like the card mechanic .... (worst running car on the block)

Note that there ARE other NAS manufacturers out there (and some are most probably VERY good ones (with "better" support.) One that comes to mind starts with "B" as well as others. I found that Synology may be more than I need for what I want to do) - but - their price\performance\features made me swing heavily to them. The other major players may be either a little more than I want (price\features, etc.) - OR - lack some of the features that the Synology products provide (that I could(or would) use - but are not required)

I plan on continuing my "quest" to "rattle" Synology's cage to improve their support! bBut - who knows what will be the outcome......

[jlsoaz]

Hi jlsoaz.

OMGosh. Regarding your question about a general forum for SOHO backup.. (I am not specifically aware of one - but "Google is your friend") ...

Hi brntwood - Thanks for the helpful reply. On this point about a general forum, I did find this (so far) promising-looking one here:

http://forums.smallnetbuilder.com/forumdisplay.php?f=8

[madjoe]

Hi,

I raised a query with Synology support. I want to know what is the general response time on individual queries. I raised my query on 1st October. I received my 1st response on 3rd October. I replied to that email 3 times so far ( Is it ok to reply to that email for further communication? ). I haven't received any reply since then. I am not sure if someone has checked my reply yet or not.

My query subject line is
Synology Online Support #150187: [DS413 DSM 4.1-2647]

Thanks,
madjoe

[theshepherds]

Same here, very poor response, well, none at all actually with 2 queries.

[Jagergeek]

I'm in a 22+ day issue right now with Synology "support".
They wait 2-3 days or more to reply - even then, I feel like they are playing games of semantics with me. If I don't respond back exactly how they expected, they get punitive and even more unresponsive.
They don't read the full descriptions and ask for things I've already provided. It feels like they look for ways to not respond.

I would pay for real support.
Their latest firmware issues are causing serious issues with our NAS in a business environment.

If anyone has had luck calling Synology - I'd like to hear about it.

[Eideen]

I'm in a 22+ day issue right now with Synology "support".
They wait 2-3 days or more to reply - even then, I feel like they are playing games of semantics with me. If I don't respond back exactly how they expected, they get punitive and even more unresponsive.
They don't read the full descriptions and ask for things I've already provided. It feels like they look for ways to not respond.

I would pay for real support.
Their latest firmware issues are causing serious issues with our NAS in a business environment.

If anyone has had luck calling Synology - I'd like to hear about it.

There is a lot of bugs in the 4.1 that and everyone is using support a as a bug report service.
for every user there is probably 3-5 active support tags.

[Jagergeek]

There is a lot of bugs in the 4.1 that and everyone is using support a as a bug report service.
for every user there is probably 3-5 active support tags.

What's the difference between a bug report 'service' and calling support because an issue with an upgrade has broken what once worked?

I don't care if it's called a bug - I want support.