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Post by ryebank on Aug 7, 2006 21:49:19 GMT 7
I am interested in finding out others experiences of Thecus's support - I have posted a number of queries to their website support section all with no reply at all .... how about the rest of you
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Post by strata on Aug 10, 2006 22:35:20 GMT 7
When I emailed them to ask when the 5200 would be in the UK they replied very quickly!
Their English was a tad ropey which might explain the lack of replies to technical support requests (wild ass guess that but could be possible).
Just in case it helps you guys I used the sales@thecus.com email address and got a reply back from charlene_chang@thecus.com and also ivy_chiu@thecus.com . The footer on the emails was as follows:
Thecus Technology Corp.
Tel: +886-2-2698-1788 ext: 520
Fax: +886-2-2698-9098
MSN: cce1126@hotmail.com
SKYPE: ivyvhiu (this may be a typo as her last name is chiu?)
Mobile: +886-912-564263
I hope this helps in some way...
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Post by ryebank on Sept 21, 2006 14:32:44 GMT 7
It seems Thecus need to learn to communicate - shame really as it does look to me as though the things I have raised in support emails have been looked at as the new firmware claims to address some of these (e.g. setting in GUI to set HD spin down and fan speeds and allowing iTunes to rescan must less often (1 day) so HD has a chance to spin down with iTunes enabled) - if they are listening surely a simple email back to say we are investigating etc would not be too hard.....
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Post by spiken on Sept 21, 2006 14:36:43 GMT 7
I wrote to thecus support 4 times, I always have an answer during the day or the day after.
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Post by grizzlybear on Oct 18, 2006 5:11:30 GMT 7
I certainly got a reply from support via e-mail - the responses were generally next-day (probably not unreasonable given the timezone differences) and they did try hard to solve the problem.
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torch
New Member
Posts: 22
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Post by torch on Oct 22, 2006 0:05:23 GMT 7
excellent. I wrote my second support from based request on Oct 14th and have yet tio get a reply  ps. yes I checked my spam filter |
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Post by roderj on Oct 22, 2006 2:57:24 GMT 7
Hi to everyone,
I believe that the current poll results for Thecus support don't honestly reflect their efforts in responding to support queries.
My experience with Thecus support is good. I have sent 2 requests in the past, which were answered within 2 days with relevant information.
Yes, it's true that they have a problem expressing themselves properly in English. Nevertheless, one can understand what they're saying, can't we?
My rough guess is that all of us are happy owners of NAS devices and all of us have made an educated choice when purchasing one of their products?!
Some of us are looking for added functionalities that never have been part of the product specification or scope at the time of purchase, while others are having the usual troubles configuring and using a new product.
I really like and enjoy this forum very much because it gives us a platform to exchange questions, ideas and great add-ons developed by some enthusiasts.
The question to the administrator of the forum therefore is, how much is Thecus aware of this forum and how much of the users' feedback is passed on to them? Or are you even part of their team?
Best regards to the whole community
Jens
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Post by ryebank on Oct 23, 2006 19:13:01 GMT 7
I agree the rsults of the poll perhaps do not - but their support WAS awful (no replies at all) but appears now to be much better and I think the post on this thread do indicate that - so perhaps the poll served it's purpose as Thecus seem to have reformed
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Post by N2100Owner on Oct 23, 2006 23:24:42 GMT 7
I am sure Thecus is very much aware of this site. Thecus website had a link to this forum, and we have seen some features mentioned in the forum got implemented in the new firmware.
This site is for Thecus Users to express their opinions and exchange ideas. Through Thecus' effort on the new firmware and user's modules implementations, I am sure we will have the best usage experience.
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Post by akuma666 on Dec 13, 2006 12:28:41 GMT 7
I think they are improving, even try to solve the time zone issue with a US support email.
For technical support issues in US, please mail to support-us@thecus.com
It's not listed in contact us section, instead listed in service>technical support section
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Post by maximehilaire on Jan 10, 2007 20:56:21 GMT 7
The Pool is closed ?
I voted one time , 3 or 4 days ago.
I would like to vote again for the response to a new mail....
If i could i would vote : less than 2 days and usefull
(24 h is too short if we take into account the difference between my time and their time)
This time they proposed to see directly on my N2100 (via internet) what can be wrong ; ... isn't still THE solution but a good step
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Post by bouncemeister on May 4, 2007 14:51:57 GMT 7
I got a fast reply saying that i would get an answer shortly. That was three weeks ago, and still no answer...
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Post by davekeller on Jun 13, 2007 11:07:39 GMT 7
In a word or two... It sucks!
The first email they responded, but all subsequent emails have been ignored.
I'm only putting in fault reports, no feature enhancements, and yes have checked my spam filters.
Cheers,
Dave.
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Post by static on Jul 15, 2007 12:54:57 GMT 7
non at all 5 + emails/requests for support, all ignored.
Worst customer relations/support I have ever seen.
Even sent email to the US address and still no reply, If I was a share holder or an owner I would sack the whole support department and start again....
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