hlan
New Member
Posts: 41 
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Post by hlan on Dec 28, 2009 3:42:01 GMT 7
I logged a ticket for a problem that I could not resolve with the documentation. Now the ticket sits idle for about a fortnight. My conclusion is that there is no technical support.
Being in the computer business myself, I think it can not be so difficult to organize low-cost technical support from certain places in the world. If you do not know how please fell free to contact me.
Having light documentation and no technical support will leave the customer unhappy, and OK, the Thecus N2200 is an entry-level model but if Thecus is not careful then the customer turns away and may leave a bad press here and there in Internet forums ...
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jimag
New Member
Posts: 8
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Post by jimag on Jan 6, 2010 20:16:56 GMT 7
Hello guys, As the topic was already open by "hlan" I would like to add my experience here. I have a ticket for 3 weeks and I received an warning email that my ticket will be closed as there is no response for more than 504 hours !!!!!  ) Of course, I have no answer on my ticket after these 504 hours but they would like to close it .... without any answer ..... not even a hint .... ) My dear ones, this is the support you can expect from Thecus! Good luck with your Thecus products, but I will go myself for another companies in the market, with the minimum of decency to respond to your problem when the product you bought from them does not do what they were intended to do !!!! And this is because I gone cheap for a few dollars ...  |
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hlan
New Member
Posts: 41
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Post by hlan on Apr 18, 2010 4:09:12 GMT 7
This was exactly my experience - after some weeks I received a email message that a solution for my ticket was provided and that the ticket will be closed if I do not reply within a couple of days.
In fact, there was no solution provided - nothing!! The email message was auto-generated regardless the state of my ticket. So I answered that I am still waiting ...
And again a few weeks later the same - email message that a sloution was waiting, but in fact the ticket was empty ... this time I did not bother more to ask again.
My problem I could resolve (with time and try & error). It was clearly a software or documentation problem (really, I do not care so long I have a workaround).
I think a minimum of support is important, and in absence of it it is not possible to recommend this product (or company) to anybody (although I believe the product is better than much of the huffing and puffing - especially in the .eu forums - but without better documentation and support from Thecus this product is rather for the more frustration tollerant amoungst us).
I do hope the product manager at Thecus reads these forums and succeeds to get this addressed.
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hlan
New Member
Posts: 41
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Post by hlan on May 7, 2010 13:10:22 GMT 7
In my desperation for making the Apache web server to run build-in authentication via htaccess, I created a ticket with Thecus (European support) asking for the missing 2 authentication object code modules.
On the following day Thecus support answered that they would ask their R&D department, and one day later I received 1 of the 2 files for which I had asked. Unfortunately, the file that I received was not the file that I wanted the most, but nevertheless I am very happy about this effort and attitude by Thecus.
A big thank you to the Thecus team and please continue on that path - it makes us users happy, positive and loyal to Thecus products.
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