I thought I would chip in with my view. Note that I am in the UK and am not a business so some of what I write below is specific to that situation.
I own a DS1515+ purchased packaged with drives and additional RAM in April 2016.
It is my understanding that the Intel Atom C2538 CPU used on the board has a hardware design fault that can cause any motherboard using it to fail to boot.
I do not know how likely it is that a failure will occur but there are reports of Synology units completely failing in a way that would be consistent with a failure of the processor.
(The other most likely cause of a dead NAS being a failed power supply).
My family has personally been affected by two similar situations in the past:
So back to the current issue with the processors...
Synology will not want to annoy their supplier or make any statements about another company's products without real evidence.
Cisco has issued an advisory that products may fail and the scenario seems to match what we would expect from this processor issue.
Synology could do any of the following and some actions require the availability of replacement hardware not prone to failure.
- Guarantee replacement parts availability for years in the future
- Offer replacements way beyond existing guarantees
- Offer a free replacement programme
If Synology really think there is not a problem then the first two actions do not cost them.
At the moment there is not much Synology can do apart from replace units or parts as required. It is up to them how they deal with the consumer confidence issue, what they do will have repercussions for their reputation for years to come.
In my case I'm waiting to see. I have put on record my concerns to the retailer who advised that I contact Synology but there is no point. I will be able to claim compensation from the retailer up to 6 years (UK Consumer Rights Act) should my unit fail due to this fault and I am not offered a satisfactory repair/replacement.
I think I would need more evidence that the Synology units were affected to pursue a claim once replacements are available if my unit does not fail.
I note that the Synology DS1515+ Data Sheet I copied at the time of purchase includes this text:
Resilient and Reliable
In addition to its superior performance, DS1515+ is built for reliability. Four Gigabit LAN ports provide redundancy in the event of unexpected hardware failure while hot swappable drives also help to minimize system downtime during drive replacement.
Therefore you could argue that the product fails to meet its description at point of sale and that would be a whole different avenue to pursue under the legislation.
I think the best we can do at the moment is collect information on failures - particularly how each unit was used.