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Post by cyberwolf42 on Oct 17, 2006 10:48:50 GMT 7
My wishlist is not a list of features. It is more like Basic Business Skills 101:
1. Thecus, PLEASE hire doc-writers that speak and write English as their first language. And then, PLEASE properly and completely document the so-called features of your so-called products. NSYNC? SNAPSHOT? The built-in Gigabit Router on the LAN side? I spent extra money to get the BR version only to find out that the so-called Router was useless to me because I could not configure it the way I needed it to perform? What good are features if your users don't know how to use them?
2. Thecus, PLEASE start being responsive to customer support emails, web-inquiries, and phone-inquiries. And by responsive I don't mean the current one- to two-week lag time in between answering and asking questions.
3. Thecus, PLEASE make available your product roadmap to your customers. We are your early adopters and you're not exactly winning us over. I took a gamble on you by going with the N5200BR instead of the Infrant ReadyNAS NV and you've entirely disappointed me so far. I am an early adopter and am willing to go through some level of pain but this is unacceptable, especially when you give me no reason to stick with you.
4. Thecus, PLEASE make an effort to read and respond to postings on the message boards that YOU advertised on YOUR website. Funny, isn't it, that when things with a new product (N5200) weren't going so well you removed the links to the message boards on your site, abandoning your users in need of help, instead of embracing the opportunity to help.
If this sounds harsh then I'm glad. I'm done apologizing. I've probably spent a good 60+ hours trying to bear with it. Unless I see some results, and fast, I will make it my passion to ensure that everyone knows how Thecus treats it's customers.
Oh, and yes, I intend on cross-posting this everywhere I see Thecus mentioned.
Signed,
An extremely unhappy N5200BR owner, hopefully soon to become a former owner. (Yes, I intend on asking for my money back.)
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jamis
Full Member
Posts: 109
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Post by jamis on Oct 17, 2006 19:46:51 GMT 7
I agree completely. The only people who stepped up and showed an effort to help me when I had issues was eAegis, the company I purchased the N5200 from. I've been pretty impressed with them thus far. I also decided to take a gamble on the N5200 due to the reports of faster performance and the 5th disk. If my previous issue hadn't been resolved (apparently snapshots don't really work and can cause instability) I was very close to sending it back for a ReadyNAS NV. Thecus should really look at Infrant as an example. Their message boards are extremely active and they have a good number of actual employees/engineers participating. They seem to enjoy their products as much as their customers. They really need to hire a few support engineers devoted to the US/Europe markets and require that they monitor these forums. (The offical Thecus forums have almost no activity... forum.thecus.net ) Thecus, for better or for worse, we are your customers and WANT you to succeed. Our investment (and desire for a complete and functional product) depends on it. |
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Post by lewinb on Jan 4, 2007 14:21:53 GMT 7
This is my first post here, so hopefully my mood will mellow. But...
I agree with everything that was said above. I called tech support before buying because their documentation is so bad. I didn't feel like the tech guy had the vocabulary to adequately understand and address my questions on the phone at the point, and it hasn't got any better. After buying, I called the tech number again, and after trying to weedle a sensible answer out of the guy, he finally said I should email him. I did so, and they still haven't responded, two weeks later.
Technical complaints in short:
1. Is there REALLY support for afp (apple file protocol, ie Macintosh sharing) or isn't there? I can't get my n2100 to show up on port 548, even though the docs CLAIM this thing is mac compatible (and SPECIFIC mention is made of AFP in the notes for the firmware upgrade).
2. Is there REALLY any user-level access control? I set specific user permissions, yet I am able to log into ANY folder with full read-write permissions without even entering a password!!!!!
3. Are you KIDDING me? The only format that an external USB drive can have is FAT?!?!?!?!?!!?!
4. Why can't we just have a REAL Photo server, ala ids, Linpha, or iPhoto sharing (or at least one that shows up in iphoto... itunes sharing works in a nearly identical way- if they can do it with one, they can do it with the other).
5. What's with the assinine character limitations in file names? Why can't you just stick to a quasi-linux operating system without stupid character limitations?
6. There is NO documentation of the "modules" menu item, which suggests that there might be some way to install software of our choosing. HOW ABOUT A LITTLE PERL??? APACHE??? PHP??? There's NO reason why this device couldn't offer this kind of standard, basic linux functionality.
7. For that matter, how about a command-line interface and/or ssh server? Heck, if I recall correctly, a linksys wrt54g (a lowly wireless router) can manage at least these two!
8. Finally, while I am able to log in anonymously with full privileges, I am oddly getting permissions errors if I try to delete folders recursively with lots of subfolders and files. This is even after recursively setting permissions so that I have full access.
I don't know... I've been DYING for a gigabit-speed raid-capable network disk, and Ximeta has been sitting on their xxxes, so I decided to try this. Sadly I think I may have to take this back, if these problems aren't addressed. It's really too bad, because this product does show a lot of promise.
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Post by omega on Jan 4, 2007 17:38:43 GMT 7
Hi together, I totally agree to what was said so far..... (even if the first two posts were written some time ago). lewinbFirst of all, welcome to this forum.....  What do you mean by "log into ... folder"? What protocol are you using? CIFS, NFS, .... Can you give some more details? As with the current firmware you're right. I've create a patch so every filesystem which is supported by "standard" Linux is supported on the N5200 (e.g. ext2,ext3,reiserfs,NTFS (read-only)). What limitations do you mean? What modules menu item? Did I miss something....  I've created a patch to reenable SSH again. SSH was available in 1.00.03 and was removed in 1.00.04 - so Thecus obviously doesn't want people like me to access their box and change their software (to some extend I can understand them.... ;D) Finally, what makes me uncomfortable is how they mess up things. Quite a lot of features in the wish list here could be done with small changes like I was doing with my so called patches. And all the other things are not too complicated either. And I don't understand, why this is another company that doesn't understand that customer satisfaction is so important for their success. At the moment I'm willing to give Thecus some more chances as their product is basically giving me what I need (with my patches applied). And none of the competitors has a device with comparable hardware specs and throughput in that price region. Andreas |
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Post by lewinb on Jan 5, 2007 4:46:56 GMT 7
Hi! Wow... I didn't think that would get any response.  Here are a couple of answers: I posted this a little more thoroughly here: thecususergroup.proboards106.com/index.cgi?board=installationissues&action=display&thread=1167902367I'm still looking into this, so maybe it's not a big deal. What limitations do you mean? I had used asterisks to keep a number of folders at the top of the list on my computer and my usb drive. but when I tried to copy, I received an error at every singe file or folder with an asterisk in the name. There was one other one that I got errors for, but I can't remember what it was, since it only happened a couple of times. What modules menu item? Did I miss something.... Under the System menu in the administration site, there is a "module mgmt" item, which allows for installation, etc. of modules. There is, as far as I could tell, no documentation of this on Thecus's website or documentation. I had to do a google search for "n2100 module" to find even this site. For that matter, there was no documentation of any of the inner workings. 7. For that matter, how about a command-line interface and/or ssh server? Heck, if I recall correctly, a linksys wrt54g (a lowly wireless router) can manage at least these two! After finding this site, I did install the ssh module. But I try it, I get this: computer:~ lewinb$ ssh 192.168.1.9
ssh: connect to host 192.168.1.9 port 22: Connection refused
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Post by omega on Jan 5, 2007 4:55:35 GMT 7
Hey lewinb, now I finally understand why it's somehow hard for me to follow what you're saying..... This is the N5200 wishlist board.....  And what device are you talking about? Andreas |
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Post by lewinb on Jan 5, 2007 5:08:36 GMT 7
oops... 1000 apologies... This was my first post here. I agreed so emphatically with what was above, that I had posted before I knew which board it was. (sheepish)
I've got an n2100.
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