ComplaintsforQnap Inc

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company isn't supporting their product. I have a router which I purchased a little over 1 year ago at this time. It has a 2 year warranty. about 4 months ago the device started having issues and I attempted to fix it on my own (updated firmware, etc). Nothing worked, after a little while longer I opened a ticket with their support for a warranty resolution. It is now nearly 3 months later since I opened this, they haven't helped at all, they had me send them logs about 3-4 times and then they came back recently and said it was a firmware issue, which doesn't make a lot of sense. They don't have a fix for it, just good luck ****** I have asked them again and again to please provide a solution on a replacement. They are mostly unresponsive. I have lost nearly 40 working hours as a result of them dragging their feet and not providing a solution. This has taken up a quarter of my work year and I have lost work because of it. I have included purchase date, serial information. I have included logs/screenshots from the router showing precisely when the issue occurred.

  Business response

  08/03/2023

  To Whom it may concern

   

  QNAP is working with the customer to identify a freezing issue on product Qhora-301W. 

  We are trying to identify if the freezing issue is with the software or hardware. If the problem is identify as software, then QNAP will provide a update fix as soon as possible.

  If the issue has been identify as hardware, then QNAP will exchange/replace Qhora-301W with a new unit.

  If the customer has any question, I can be reach at ************ press option 2 or direct extension 185

   

  Customer response

  08/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Product Model: TVS-h1288X-W1250-16G-US *** Order Number: US1000001598 from QNAP Direct Order Date: 22-August-2022 Device Cost: $2749.00 USD *** Number: ***230100433 Ship date to QNAP: 13-Jan-2022 Received back by me date: 20-Feb-2022 Vendor Support Ticket: Q-******-***** When I sent the device in, it wasn't powering back on after installing two NVMe drives per the instructions provided in the user manual. I waited almost a month after QNAP received the device before the team told me it was ready to be shipped back. Each time I called, I was told that the *** team was waiting on a power supply from your headquarters. On the final call I made on 13-Feb-2023, the rep was giving me the same information about waiting on a power supply. I asked how much longer I had to wait before I would be sent a replacement unit or refunded my money. He put me on hold and after five minutes told me that the team suddenly found a power supply and that the device would ship back to me in the next day or two. The item was dispatched via *** on 14-Feb-2023.I received the *** back on 20-Feb-2023 and the first thing I did was attempt to power it on. The device still exhibits the exact same symptoms it did when I first sent it in. There is no display activity, no fan activity, and the only light I can see is a red light on the system board, visible through the holes in the *** card port. I was required to pay for return shipping on the original ***, a total of *****, excluding materials, from the *** store. At this point, I am looking for a refund or a replacement of the device given it has failed after a basic user task of installing a drive it was intended to function with.

  Business response

  03/07/2023

  QNAP is currently working with the user to resolve this complain.

  ********************** is exchanging the *** product with the user.
  

  Customer response

  03/07/2023

   
  Complaint: 19436368
  
  I am rejecting this response because:

  I am about to be sent my second replacement unit for this device by **********************. After receiving the original replacement, I followed all steps documented by the tech support team at my desk which included the following:
  
  1. I verified that the device powered on immediately after unboxing and before installing and drives into the ***.
  2. I installed the 2x NVMe drives into the *** and powered it on - The device powered on just fine.
  3. I powered off the device again, installed 4x solid state drives and 8x spinning disk hard drives into the ***. The device powered on just fine at this point>
  4. I proceeded to configure the device to include 3x RAID arrays in the following configurations:
  - 1 RAID array containing the 2x NVMe drives in RAID 1
  - 1 RAID array containing 2x each 512GB SSDs in RAID 1
  - 1 RAID array containing 8x spinning disk hard drives (SATA) in RAID 6
  - 2x 256GB SSDs configured for cache acceleration on the device
  
  After configuring all RAID arrays and allowing each to optimize/format, the device was verified in working order. I powered off the device and moved it upstairs to where it would permanently reside. Upon plugging in the device, to include 2x external USB devices (1x USB-A WD MyBook external hard disk, and 1x USB-C Crucial X6 drive), the *** failed to power on. The only difference between moving it from downstairs to up was the addition of the 2x USB devices. 
  
  Please note, all disks (SSD, NVMe, Spinning, and USB) are verified working, and continue to work even after re-boxing the replacement *** for shipment back to QNAP.
  
  Rikki at QNAP support has been most helpful, but he advises that the *** team wishes to send me another replacement device. My concern now is that if this is a hardware design flaw in the *** device, how much longer will I have to wait before receiving a refund should the second replacement fail? 
  
  Again, the original device was less than 6 months old, and was procured directly from QNAP under order #US1000001598, placed on 20-Aug-2022.

  If the desire is still to send me a second replacement device, I will work with the team to test it and verify it upon receipt. However, should this device fail, I will be requesting a refund as there is significant downtime being introduced in my lab environment that I use for work purposes. 
  
  I have asked ***** in tech support to receive confirmation that a refund will be offered should this second replacement device fail. I would ask that the complaints team respond with confirmation that a refund will be offered should the second replacement device fail. I am taking every precaution to make sure I don't inadvertently do something to damage the system components during the installation of all disk devices. 

  Sincerely,
  
  *********************

  Business response

  03/14/2023

  We are working with the user to send a replacement unit.

  If the user is not satisfy with the replacement unit, a refund on the purchase will be provide.
  

  Customer response

  03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I would also like to thank ***** for his assistance during this troubleshooting effort. The second replacement unit is holding steady and I have asked that the ticket residing with QNAP be closed.

  Sincerely,
  
  *********************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company was contacted about a broken feature in *******. I received a response saying they would follow up shortly regarding the fix, but 11 days later I have received 0 follow up despite 4 messages attempting to get a response.

  Business response

  12/02/2022

  Business Response /* (1000, 8, 2022/11/14) */ We appreciate user's feed back on search function that is not fully working correctly. The error is a simple GUI error where a search function does not fully search certain tagged filename. The search function error has been fixed in updated software and released to all QNAP users. Consumer Response /* (3000, 10, 2022/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response is misleading. I was told that the search function had not been fixed but removed entirely. Business Response /* (4000, 12, 2022/12/01) */ QNAP appreciate the user bringing******** sharelink Search function GUI display error to our attention. For his effort in bringing this to our attention, QNAP offered the user gift card, but user refused to accept it. 1) ******* shared link Search function is a GUI error. 2) The shared link Search function itself should not be on the remote linked page. 3) It does not make logical sense to have a remote linked page being able to search for filename or content on a remotely hosted device. 4) ******* design specification does not include a Search function for the shared link page. 5) Security, file/ACL permission, and content management common practice does not allow for a remotely linked web page being able to access (search) for data on a remote device. The Search function GUI error has been fixed in updated software and released to all QNAP users. QNAP reserves the right to revise or update its products, software, or documentation without obligation to notify any individual or entity. ***********************************************************************************

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently upgraded the hard drives in my NAS purchased from QNAP. To add one hard drive to the RAID 5 I was required to reformat and start from scratch. I reached out to QNAP on 1/5/2022 and was informed that I would have to completely start my NAS from scratch. That is very much not the industry standard. It should be a piece of cake to add a single hard drive to a RAID 5. Anyway, after reinitializing and moving all 50 TB of my photography hobby data back to the NAS, I started getting warnings (that meant the process couldn't be completed so they were just as good as errors) about syncing my dropbox account with the NAS. These warning only occurred for some folders and not others. I reached out to QNAP on 2/28/2022 after troubleshooting the problem myself for nearly two months. QNAP is that hard to work with. It is 3/14/2022 and QNAP is trying to get around supporting their product by saying its a problem with dropbox and leaving it there. The problem with that answer is that the folders sync perfectly on my desktop using dropbox's app. So QNAP not only forced me to start a perfectly working system over from scratch to add a single hard drive to a RAID 5. (Something that should be an extremely simple task. I do have a Ph. D. in electrical engineering from Vanderbilt University.) They are also trying to get away with leaving me with a critical piece of a $**** unit non-functional since the reinitialization that they required me to do. All I want is HBS3 (Hybrid Backup Station 3, QNAP's cloud sync service) to perform as advertised and as it was performing before QNAP made me start from scratch over two months ago. ************* has been my contact with QNAP and he has been significantly less that helpful in the 16 days that his excuses and delay tactics have covered. The last line of his summary of my problems was that, "They are not happy." I am not happy with 16 days of delays and excuses when I purchased a $**** unit that QNAP has now broken.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/05) */ Complaint 1 (ZFS Raidz expansion) OpenZFS open source storage platform currently does not support the feature to expand a existing RAIDz vdev expansion. This fact in turn prevent QNAP from supporting RAIDz array expansion using single or multiple disk. QNAP never advertised that it is possible to expand a existing RAIDz because current ZFS technology does not support such feature. Source: https://arstechnica.com/gadgets/2021/06/raidz-expansion-code-lands-in-openzfs-master Complaint 2 (HBS3 data sync to dropbox). User experienced problem with backing up data to cloud storage dropbox. QNAP developers have investigated and applied a fix to the user's NAS storage, which allow user HBS3 app to properly sync up all data to dropbox cloud storage. The fix will also be included with the newer HBS3 version ********* and above. If user believe that HBS3 backup sync to dropbox has not been fix on his NAS, then QNAP developers are more than happy to re-investigate the problem and resolve the issue as soon as possible.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩