I have sent a number of queries through the website - and never had any kind of acknowledgement at all
I have also had the same problem - no response at all to technical problems sent via the web site.
It appears to me that Thecus offers no technical support, which is sad, because the hardware itself seems fine. However, the manuals and available technical information is poor, and the support and service appear not to exist at all. I wish I'd known this before I made my purchase.
From the online research I've undertaken (ended Aug 2006), Thecus appears to be behind the curve in this area.
When set against their competition, I'd suggest they really need to do someting about this.
The competition is growing all the time in the home / SOHO NAS space. I have researched all of the following "new school" solutions. I have included a star system to give the impression of the quality of support (e.g., quality online communities/messageboards [manufacturer-sponsored boards are looked upon very favourably], response turnaround, firmware updates, etc.)
A summary of the "new school" players in the NAS market is as follows:
INTEL [Don't know too much about this unit.] SS4000-E (4x drives)
*LIME TECHNOLOGY [Novel non-RAID approach. Outfit has had some criticism in terms of availability and response to enquiries.] "unRAID" Media Storage Server MD-1200/IDE (up to 12 drives) "unRAID" Media Storage Server MD-1200/SATA (up to 12 drives) [In development]
*QNAP [See esp slimserver boards, where QNAP technology discussions appear to arise frequently.] TS-101 (1x drive) TS-201 (2x drives) [Currently not at market.] TS-401T (4x drives)
SABIO DIGITAL [Don't know too much about this unit.] CM4 (4x drives)
***SYNOLOGY [Good support/responses to e-mails and frequent firmware updates.] DS-106e (1x drive) CS-406e (4x drives) CS-406 (4x drives) [Business model -- slightly more powerful]
THECUS [Appear to be significantly behind the curve in Western markets.] N2100 "YES Box" (2x drives) N4100 (4x drives) N5200 (5x drives)
Other "more established" players operating in the NAS space are:
**BUFFALO [Popular LinkStation and TeraStation units were among the earliest to market. Appears that a number of online community sites exist.] LinkStation (1x drive) LinkStation Pro (1x drive) LinkStation Home Server (1x drive) TeraStation (4x drives) TeraStation Home Server (4x drives) TeraStation Pro (4x drives)
*WESTERN DIGITAL [Simple / stable (single drive) mass market solution. Corporate-site forums / support centre exists.] Net Center (1x drive)
LINKSYS [Simple / stable (single drive) mass market solutions.] Network Storage Link USB Etherfast Network Attached (1x drive)
MAXTOR [Simple / stable (single drive) mass market solutions.] Shared Storage Plus (1x drive) Shared Storage II (1x drive over most units, high-end unit has 2x drives)
NETGEAR [Have not researched SC101 too deeply. Appears to be sub-optimal.] Network Storage Central SC101 (supports 2x drives) [Cannot be classified as a NAS system under its true definition. Beware of many complaints against this unit.]
Out of the "new school" NAS players, Infrant and Synology are strong companies in terms of building loyal user communities (and support networks) around their products. It would be a good idea for Thecus to try to emulate their success.