Thursday, April 19, 2012

no more iomega for me, thanks

Background:
My Iomega Ix2-200 Cloud Edition NAS started to fail .torrent downloads. Some would finish, some wouldn't. It is not a problem with my network configuration, nor the .torrent itself, as a PC running uTorrent (both mac and windows 7 just to be thorough) worked fine. I can download ubuntu to completion.

The NAS would start the D/L, but invariably fail. A reset (cycle power, push reset for 30 seconds, or doing a 30/30/30) will always get the torrent engine to start downloading, and if the file is small, then it completes, however, if a file is bigger, it seems like there's a ~ 1 hour window, then it will always fail. In the torrent manager, clicking pause or trash will just make the manager say "Porcessing" and spin endlessly. Checked with IE9, Firefox for both Mac and PC, and safari. So it's not a browser error.

Anyway, after about a week of working with support, one technician responded basically saying, "the device works, torrent failing is not our problem b/c the software is 3rd party open source, too bad." They wouldn't even transfer me to a higher tech support person.

Which is quite unacceptable, no matter what their policy is.... I transferred instead to sales, and after a 5 minute call, got an email w/ a level 3 Tech, and I just want to say: Micah, you were VERY helpful, and I really appreciate your help!

OK, we spent 2 days debugging, and I finally uploaded my logs to him. After going through it, he identified that various services were crashing, and decided an RMA was in order. Thanks again!

So the RMA process. Also quite comical.

You get 2 choices:

1. Either you ship the device back to them on your own nickel, and upon receiving the device, they will evaluate and then ship another unit over

2. Pay $50 "expedient" fee, they ship a unit over, and they give me a shipping label to send the broken back.

Sorry to say, $50 is 1/6 of a cost of a new one (Amazon list it as $285 currently).

Now being from Canada, shipping it costs me $60 CAD, so I opted for option 2.

Good news:
Iomega shipped a replacement overnight! I RMAed it ~11am EST, and when I arrived at my door step next day @ 2:30pm EST, the package was on my porch. Kudos for speedy delivery.

Bad news:
They shipped me a refurbed product, something they didn't mention when got an RMA, and even more funny, after digging a bit, I have an IX2-200 CE internal with an IX2-200 non-CE shell. It's very grey.

Whether you think this is right or not is up to you. Personally, there are people in Iomega I would hire for my company in a heartbeat, but the overall experience hasn't been stellar, and quite frankly, replacing a defective product with the consumer's cash, only to send a refurbished "frankenstein" product is unsatisfactory!! It gives me no assurance that 6 months down the road, my NAS will again give me problems, and I'll have to spend another $50 to get another RMA, that's if they even allow me to claim it.

I have both NAS right now:

http://imageshack.us/photo/my-images/607/nasv.jpg/

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