Just want to share an unmatched customer service from Synology.
Two weeks ago my server suddenly went nuts with multiple disk crashes on my 6TB raid5 volumen.
I posted a ticket for service, and within 24 hours they were servicing my server remotely through telnet.
Diagnosis was a faulty disc, which I tried to replace with a repair. During repair another disc went down, and I was now without ability to repair or access my data in any way. Synology once again went into my system and this time the conclusion was A LOT more frightening.. They could not make a repair without risking all my data...
...They then make me an offer to simply ship all the discs to Taiwan, where they would backup all data before making a repair attempt - nervous as Neville I took the discs to local forwarder and waved good-buy to someone I was hoping to see soon again in good health...
5 days later discs confirmed arrived at Synology, who the same day confirmed, that they have restored my data - and that they will ship back the discs on their expense - restoration also completed as a "service".
Discs were shipped back the day after with UPS with full tracking, while all data was kept at Synology server in case of lost in transit. Two days later (yesterday) discs show up in Denmark - I plugged them in as they have numbered them - turned on disc station - and guess what - ALL is fine - including settings, all data, and everything....
A lot and BIG BIG kudos to Antoine Yang at Taiwan technical helpdesk - simply outstanding customer service!!!!
THANKS!
Regards,
Martin
