Rate Synology SUPPORT (not devices) compared to other companies' support for similar products
PLEASE don't make excuses for Synology... if you love the support or want to give them a pass - fine but this thread is NOT for you.
This thread is for users to share their BELOW EXPECTATIONS SUPPORT EXPERIENCES and provide CONSTRUCTIVE RECOMMENDATIONS in the hopes that Synology will listen to the community and make a serious effort to show the community they care and improve the support processes.
The Poll is a side-note, to see the overall census for the community.
Thank you for your contribution
I'd had my 212j for a bit over a month now overall I like the device but the lack of what I call "real support" is troubling. Synology's support seems like one of two possibilities... severely understaffed or 'if we get around to it' attitude.
Below are support processes/methods/areas that are the norm with other products of this type/price/complexity but where Synology has serious gaps...
- No way to see/track open bugs
- No response to know if your submitted bug is verified / repro'd
- No response to know if your submitted bug is being fixed
- No way to see the expected release date of fix
- No way to see how who in the community has formally reported the same bug
- No way to see how many people have formally reported the same bug
- No staff from Synology helping, even occasionally, to support the user forums
User Community access to the bug tracking system.
- On rare occasion there might be bugs, like security issues, where Synology will need to keep them internal to Synology - this is fine as all bug tracking systems I know of allow this. But, 99% of bug should be viewable/trackable by the community.
Synology staff actively involved with the User Community forum.
- staff should help users with how-to questions when the community is not stepping up to provide usable help.
- staff should guide users to open bug tickets when the issue looks like a bug, not just a how-to or lack of understanding