Warranty issue?

[bokr71]

Hi,

I have had some isses with my NAS locking up, and the only way I can sort it out is a hard reboot every single time. I reported this the first time in January 2020. QNAP has had me change settings, turn off applications, and test RAM. Every time I have logged the issue (4 sperate times) the tickets have been closed because it is sporadic, and sometimes weeks or even months can go on between these lock-ups.

The latest ticket I raised was this spring, and now QNAP is saying the NAS needs a new Motherboard, and that they want to charge me USD1,000 for it. They say the 2-year warranty has expired, since I bought the unit in December 2018. They are right, if this was a new issue, the warranty would indeed be expired, but I logged this issue the first time in January 2020...

What do you guys think? Do I have an argument that this is a recurring issue and it started (and was documented by a ticket) before my warranty ran out?

[bokr71]

Really - no one has had that discussion with QNAP?

[Thisisnotmyname]

Same thing happened to me on a 1282T3. Had been working through the issue with support at a snails pace for over a year. It was intermittent so it was very difficult to reproduce. Captured a ton of debug data for them but never found a cause. Eventually they said it's probably a bad backplane and said that now that my warranty was up I'd have to pay them for it. I argued that I'd reported the issue well before my warranty expired but to no avail. I'd probably win in small claims court but it's just not worth the time so unfortunately they'll get away with it.

In your case I think you're in luck though, the issue with your unit was SOOO widespread that I believe they've extended the warranty on it now and will replace yours. The probably saw a class action and mandatory recall coming because that unit was such a lemon so they felt they had to. Otherwise it seems like QNAP is happy to leave their customers out of luck. Of course I didn't learn my lesson and bought another QNAP but this time I picked up the extended five year warranty with advance replacement and I intend to push them immediately to provide replacement units at the first hint of trouble. Given QNAP's quality record it would have been much cheaper for them to replace my prior defective unit than to replace this new one a couple times over the next five years.

[bokr71]

Hi,

Sorry to hear you were left with a bad unit, and the 1282T3 is a nice NAS.

It ended up working for me. They agreed the issue indeed had been documented well within the warranty period, and they replaced the NAS FOC. I got the replacement already, and now I see the issues with the TVS-872XT blowing up all over the world. It wasn't the exact same issue I had, mine only froze up, and needed to be hard-turned-off, and the other issues usually involve the blinking red light on (no) startup.

I am now buying the extended warranty on mine:)

[Thisisnotmyname]

Glad to hear that worked out for you. Maybe I'll try again to push my issue and reference all the DOA 872XTs they had. I'll probably still be refused but worth one more email exchange.