Complaints

This profile includes complaints for Synology America Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Synology America Corporation

  3535 Factoria Blvd SE Ste 200 Bellevue, WA 98006

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  Synology America Corporation

  3535 Factoria Blvd SE Ste 200 Bellevue, WA 98006

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold me a router with either bad firmware or bad hardware. **** out time for a month, asking troubleshooting questions unrelated to reported symptoms. By the time it was evident that it was the router itself that was bad, it was past the 30 day return window and they wouldnt accept a return. Rated and warned other customers on Amazon.

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/16/22 I purchased a Synology DS1821+ NAS for ~$1000. On 10/8/23 the unit broke down while still under manufacturers warranty. I have followed all of Synology's troubleshooting steps to eliminate software as the issue but Synology is stating that because I replaced the original *** with *** other than Synology branded ***, they don't need to support it until I replace the original Synology branded ***. It's worth pointing out that this is the only "approved" *** that Synology recognizes and that this *** sells for ~4x the price of buying the exact same *** from the manufacturer of it. The current price of this *** is $90 plus $16 shipping. any equivalent *** would cost less than $20and usually ships for free. In addition, if you would choose to return the *** after proving them assumptions incorrect, the cost of that return would still exceed the cost of purchasing a compatible (but not Synology recognized) equivalent as shipping costs aren't refundable and return shipping is your responsibility. I have tried to escalate this to Synology corporate via phone call and while I was informed I would receive a return phone call on the next day, it's been nearly a week without additional comment.Against my principles as I can not functional without my NAS which has now been offline for 2 weeks I have purchased the said overpriced *** and on receiving it, I will once again, prove that this was not the issue and I fully expect Synology to come up with some additional reason why they don't need to support **** have purchased 3 Synology NAS" in the last 10 years. By ****+ (2012) is still running without issue, my ****+ (2015) broke down after ~18 months and Synology responded quickly with a replacement which then broke down ~2 years later which lead me to this one. Despite being very happy leading up to this point, it is apparent that they are going out of their way to NOT support their warranty.

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction = 2023-07-30 11:51:32 and ongoing.I have a faulty NAS (Network attached storage) under warranty I raised a ticket for a expedite replacement.So far I had to hold a credit card advance value of a brand new product (NAS = 500$), which is ok.But Synology support agent claimed his manager is asking I pay for the return cost of a faulty device They refusing to provide a *** return label.This is not acceptable, why should I have cost associated to a under warranty faulty device ?The agent tried to escalate to his manager but he denied the request.Any suggestion to get them to change their mind and provide me with this *** return label ?Get a **************** as I need to send back the faulty device before the end of the month if I do not want to be charge any further (the 500$ hold).Thks in advance for your help Synology Ticket reference #*******

  Customer Answer

  Date: 08/09/2023

  Do you have an idea how long a business would take to reply to your query ?

  I would have to ship back the faulty equipment before the dead line on the credit hold. in that case I would seek for Synology to pay me of the cost I will have doing so.

  Will share *** bill here asap
  

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a year ago, I requested to have this account closed and to have them stop auto-charging my credit card. In February 2022, they charged my card $209.97. I contacted the business and requested a refund and to cancel the account. I received an email saying they would not refund the amount because my card had already been charged. I made it clear at that point I did not want to service and I want it cancelled and not to be charged for it again.In February 2023, the business again attempted to charge my credit card, but the amount had put the card over its limit, so it did not go though. Since then, I have seen repeated attempts to charge my account by this company. I called the number on an email invoice they sent and the number was non-functioning. Finally, I called the main number I found on ****** and even after an hour on the phone, they could not cancel the account and when I was able to log into an account, it would only request for new credit card information and will not let me cancel.

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, i have contacted Synology and asked them for warranty because of having problems with my previous nas.Synology sent me a new nas and i have to return the previous nas, so far so good.But Synology refuses to send me a shipping label or anything to ship it back, now Synology says that if it is not returned, my card will be charged, i told Synology that if they do that i'll chargeback against them and make a complaint against them because i have no way of returning it, now Synology is threatening me by saying that the two nas will be disabled and unusable.That isn't legal, i have a right to use what i paid for and because of that, i'll be asking for the shipping label so i can ship the nas to Synology, or else i'll want my money back in full (CDN$ ******) and i'll simply purchase a nas from another company that doesn't threaten their consumers, that's the best way to lose your consumers.Amazon order: 702-0207764-7627424 If Synology doesn't send me any way of shipping it to them, that is their problem, not mine and i know my rights.If Synology doesn't send me a shipping label, charges me and then makes the nas unusable, then i'll tell my bank about it and i'll try getting all my money back (what Synology will charges me plus the money for the first nas), anything else will be on their end, not mine.If Synology cancel the previous nas, that's fine, but if Synology cancels the replacement, that's not legal at all and i won't accept that.