Sir:I apologize for the difficulties you've had with support and the unit, and a review of the calls will take place.I have reached out to support escalations to try and get you another callbackI see that Tier reached out to you after you submitted this issue, and perhaps it wasn't a good time for you to talk.I'll have them get you a replacement unit ASAP, We'll definitely want to verify your address and whatnot.If you prefer, you can also email me at [redacted] or give me your shipping info through this communication channel as well.Regards,***Buffalo Support
Sir, looking at your issue here, I do notice that the hard drive did last nearly 2 years in a device that carries a one year warranty.Hard drive failure rates are unpredictable, the only certainty is that they will fail at some point, and the limited data out there shows that the first year has a... higher failure rate than the second year - this likely represents drives that had some sort of problem out of the factory, at least in theory; and are exactly the sort of failures a warranty exists to cover. The good news is that hard drive prices have come down somewhat in the last couple of years, as technology prices tend to do, so a replacement unit won't cost the same. Our next generation Linkstation now carries a 2 year warranty as well.I did notice that you mentioned that you had some data loss as a result of your Linkstation going out and would definitely recommend that regardless of what solution you purchase to get your storage scheme back up and running, you invest in a backup process to have multiple copies of your data that doesn't share a single point of failure. I really do feel for your situation, it's definitely tough to lose data, and if the unit was within a few weeks of being out of warranty, I could make an exception to cover a replacement for sure, but this unit lasted through it's warranty period and then nearly did it again, so the communicated expectations were more than met.If you'd like me to make some specific recommendations on data retention, I would be happy to.Regards, [redacted] Buffalo Support
Complaint: [redacted] I am rejecting this response because there was no solution proposedThis was simply a restating of their policyI want a refund for this product Regards, [redacted]
Complaint: ***
I am rejecting this response because:This is worse than a joke when you suddenly after a month of silence you receive a phone call from tech support saying that they are following up merely just because somebody from the "corporate office" told them toThey have no idea what it is about and why my support request was "dropped somewhere" and nobody called me back as promised, but they will replace the unitWellI don't want that thing that I was conned into buying by brand I trusted and empty promises of high performance - yes, I can say that because I bought two unitsThey both sucks and don't perform, are crashingBecause the one I was calling about has issue that falls under "return my money back" category - this is what I wantI'll gladly spend it on something that actually works
Regards,
*** ***
Sir, looking at your issue here, I do notice that the hard drive did last nearly 2 years in a device that carries a one year warranty.Hard drive failure rates are unpredictable, the only certainty is that they will fail at some point, and the limited data out there shows that the first year has a...
higher failure rate than the second year - this likely represents drives that had some sort of problem out of the factory, at least in theory; and are exactly the sort of failures a warranty exists to cover. The good news is that hard drive prices have come down somewhat in the last couple of years, as technology prices tend to do, so a replacement unit won't cost the same. Our next generation Linkstation now carries a 2 year warranty as well.I did notice that you mentioned that you had some data loss as a result of your Linkstation going out and would definitely recommend that regardless of what solution you purchase to get your storage scheme back up and running, you invest in a backup process to have multiple copies of your data that doesn't share a single point of failure. I really do feel for your situation, it's definitely tough to lose data, and if the unit was within a few weeks of being out of warranty, I could make an exception to cover a replacement for sure, but this unit lasted through it's warranty period and then nearly did it again, so the communicated expectations were more than met.If you'd like me to make some specific recommendations on data retention, I would be happy to.Regards,[redacted]Buffalo Support
Complaint: [redacted]
I am rejecting this response because:Restating of a bad policy doesn't make it a fair policy. Even on the previous e-mail, they acknowledge that now these products have a 2 year warranty. I ask the Revdex.com, why did they shift their warranty? They must have known the first generation Linkstations they built would NOT last more than a year. Now I bet that these newer models won't last more than the 2 years. As stated in my original complaint, the industry standard is 5 years. I want this defective product refunded or a replacement. This business should not be selling defective products!Regards,
[redacted] A
Sir,I am do completely understand the frustration for the situation you are in. Data loss can be very difficult especially if irreplaceable information is lost. Unless I'm mistaken, Buffalo has not set any expectation that it has not met. The warranty period of the unit is clearly labeled on the box, and the terms of that warranty is located at [redacted] as well as on a placard in the box. I am more than willing to help customers for whom the expectations that we set weren't met, or even for situations where they were only slightly beyond the boundaries of that expectation, but I just don't see how that applies here. Again, I'm very sorry that you are in this situation, and I truly wish it was otherwise. Regards, [redacted]Buffalo Support
Sir:I apologize for the difficulties you've had with support and the unit, and a review of the calls will take place.I have reached out to support escalations to try and get you another callback. I see that Tier 2 reached out to you after you submitted this issue, and perhaps it wasn't a good time...
for you to talk.I'll have them get you a replacement unit ASAP, We'll definitely want to verify your address and whatnot.If you prefer, you can also email me at [redacted] or give me your shipping info through this communication channel as well.Regards,[redacted]Buffalo Support
Complaint: [redacted]
I am rejecting this response because there was no solution proposed. This was simply a restating of their policy. I want a refund for this product.
Regards,
[redacted]
Sir:I apologize for the difficulties you've had with support and the unit, and a review of the calls will take place.I have reached out to support escalations to try and get you another callbackI see that Tier reached out to you after you submitted this issue, and perhaps it wasn't a good time for you to talk.I'll have them get you a replacement unit ASAP, We'll definitely want to verify your address and whatnot.If you prefer, you can also email me at [redacted] or give me your shipping info through this communication channel as well.Regards,***Buffalo Support
Sir, looking at your issue here, I do notice that the hard drive did last nearly 2 years in a device that carries a one year warranty.Hard drive failure rates are unpredictable, the only certainty is that they will fail at some point, and the limited data out there shows that the first year has a... higher failure rate than the second year - this likely represents drives that had some sort of problem out of the factory, at least in theory; and are exactly the sort of failures a warranty exists to cover. The good news is that hard drive prices have come down somewhat in the last couple of years, as technology prices tend to do, so a replacement unit won't cost the same. Our next generation Linkstation now carries a 2 year warranty as well.I did notice that you mentioned that you had some data loss as a result of your Linkstation going out and would definitely recommend that regardless of what solution you purchase to get your storage scheme back up and running, you invest in a backup process to have multiple copies of your data that doesn't share a single point of failure. I really do feel for your situation, it's definitely tough to lose data, and if the unit was within a few weeks of being out of warranty, I could make an exception to cover a replacement for sure, but this unit lasted through it's warranty period and then nearly did it again, so the communicated expectations were more than met.If you'd like me to make some specific recommendations on data retention, I would be happy to.Regards, [redacted] Buffalo Support
Complaint: [redacted] I am rejecting this response because there was no solution proposedThis was simply a restating of their policyI want a refund for this product Regards, [redacted]
Complaint: ***
I am rejecting this response because:This is worse than a joke when you suddenly after a month of silence you receive a phone call from tech support saying that they are following up merely just because somebody from the "corporate office" told them toThey have no idea what it is about and why my support request was "dropped somewhere" and nobody called me back as promised, but they will replace the unitWellI don't want that thing that I was conned into buying by brand I trusted and empty promises of high performance - yes, I can say that because I bought two unitsThey both sucks and don't perform, are crashingBecause the one I was calling about has issue that falls under "return my money back" category - this is what I wantI'll gladly spend it on something that actually works
Regards,
*** ***
Sir, looking at your issue here, I do notice that the hard drive did last nearly 2 years in a device that carries a one year warranty.Hard drive failure rates are unpredictable, the only certainty is that they will fail at some point, and the limited data out there shows that the first year has a...
higher failure rate than the second year - this likely represents drives that had some sort of problem out of the factory, at least in theory; and are exactly the sort of failures a warranty exists to cover. The good news is that hard drive prices have come down somewhat in the last couple of years, as technology prices tend to do, so a replacement unit won't cost the same. Our next generation Linkstation now carries a 2 year warranty as well.I did notice that you mentioned that you had some data loss as a result of your Linkstation going out and would definitely recommend that regardless of what solution you purchase to get your storage scheme back up and running, you invest in a backup process to have multiple copies of your data that doesn't share a single point of failure. I really do feel for your situation, it's definitely tough to lose data, and if the unit was within a few weeks of being out of warranty, I could make an exception to cover a replacement for sure, but this unit lasted through it's warranty period and then nearly did it again, so the communicated expectations were more than met.If you'd like me to make some specific recommendations on data retention, I would be happy to.Regards,[redacted]Buffalo Support
Complaint: [redacted]
I am rejecting this response because:Restating of a bad policy doesn't make it a fair policy. Even on the previous e-mail, they acknowledge that now these products have a 2 year warranty. I ask the Revdex.com, why did they shift their warranty? They must have known the first generation Linkstations they built would NOT last more than a year. Now I bet that these newer models won't last more than the 2 years. As stated in my original complaint, the industry standard is 5 years. I want this defective product refunded or a replacement. This business should not be selling defective products!Regards,
[redacted] A
Sir,I am do completely understand the frustration for the situation you are in. Data loss can be very difficult especially if irreplaceable information is lost. Unless I'm mistaken, Buffalo has not set any expectation that it has not met. The warranty period of the unit is clearly labeled on the box, and the terms of that warranty is located at [redacted] as well as on a placard in the box. I am more than willing to help customers for whom the expectations that we set weren't met, or even for situations where they were only slightly beyond the boundaries of that expectation, but I just don't see how that applies here. Again, I'm very sorry that you are in this situation, and I truly wish it was otherwise. Regards, [redacted]Buffalo Support
Sir:I apologize for the difficulties you've had with support and the unit, and a review of the calls will take place.I have reached out to support escalations to try and get you another callback. I see that Tier 2 reached out to you after you submitted this issue, and perhaps it wasn't a good time...
for you to talk.I'll have them get you a replacement unit ASAP, We'll definitely want to verify your address and whatnot.If you prefer, you can also email me at [redacted] or give me your shipping info through this communication channel as well.Regards,[redacted]Buffalo Support
Complaint: [redacted]
I am rejecting this response because there was no solution proposed. This was simply a restating of their policy. I want a refund for this product.
Regards,
[redacted]