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Support from Asustor

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Support from Asustor

Postby gnulab » Fri Oct 12, 2018 1:29 pm

Hi members,

Does Asustor really provide support from https://support.asustor.com?

I had sent them 2 support tickets and no one replied. Make me hesitant in buying more Asustor product.


Henry
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Re: Support from Asustor

Postby orion » Fri Oct 12, 2018 2:39 pm

I'm surprised about it. I'm used to send tickets. I usually get responses within 3 days if my question is simple (mm... I know it's an abstract word.) for them to find answer. What are your ticket numbers?
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Re: Support from Asustor

Postby gnulab » Fri Oct 12, 2018 3:43 pm

Hi,

My ticket numbers are: 26229, 26247.


Thank you
Henry
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Re: Support from Asustor

Postby orion » Fri Oct 12, 2018 7:28 pm

Writing another ticket to notify them with this forum anchor. Hope you can get their responses soon.
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Re: Support from Asustor

Postby danchees » Thu Oct 25, 2018 6:47 am

Same thing here, wrote a support ticket, they only sent me an email saying "registered to support center, with my email and generated password *THAT DOES NOT WORK*. So I cannot log into support center.

There is NO e-mail available for any help.

This company is a joke. I am writing negative reviews wherever I can.
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Re: Support from Asustor

Postby orion » Thu Oct 25, 2018 10:34 am

danchees wrote:Same thing here, wrote a support ticket, they only sent me an email saying "registered to support center, with my email and generated password *THAT DOES NOT WORK*. So I cannot log into support center.

There is NO e-mail available for any help.

This company is a joke. I am writing negative reviews wherever I can.

You actually don't need to subscribe an account. You can submit a ticket directly. However you'll need to fill in your e-mail address in the submission fields. And, of course, you need to fill in your serial number in this way. You should be able to receiver an e-mail that contents your ticket number.

According to what you said, it looks like that you only register an account, but you did not submit a ticket. You'll need to: https://support.asustor.com/index.php?/Default/Tickets/Submit
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Re: Support from Asustor

Postby danchees » Thu Oct 25, 2018 3:08 pm

No, I checked and I am right.

First, there is no option to register an account on the support site, so I could not have done that.
Then they sent me a weird e-mail saying I am registered to the support center, but with e-mail and password combination that does not work.
In my browser history, I have both the "Your ticket details" and "Your request has been received" web pages. Unfortunately, I did not write down my ticket number and you cannot re-access these pages as they are script generated. But it proves that ticket was submitted.

It also shows that Asustor does not read these forums. By now, someone would have contacted me, as there is virtually no activity, not like they are overwhelmed with work. The only one they do post is the bragging posts in "Announcements".

The point is, they have a faulty system and the only way to tell them that system is faulty is to create a useless ticket with attached logs and everything, taking 20 minutes of my time. So, the original poster can probably expect no answer at all.
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Re: Support from Asustor

Postby Marco@ASUSTOR » Tue Oct 30, 2018 6:01 pm

danchees wrote:No, I checked and I am right.

First, there is no option to register an account on the support site, so I could not have done that.
Then they sent me a weird e-mail saying I am registered to the support center, but with e-mail and password combination that does not work.
In my browser history, I have both the "Your ticket details" and "Your request has been received" web pages. Unfortunately, I did not write down my ticket number and you cannot re-access these pages as they are script generated. But it proves that ticket was submitted.

It also shows that Asustor does not read these forums. By now, someone would have contacted me, as there is virtually no activity, not like they are overwhelmed with work. The only one they do post is the bragging posts in "Announcements".

The point is, they have a faulty system and the only way to tell them that system is faulty is to create a useless ticket with attached logs and everything, taking 20 minutes of my time. So, the original poster can probably expect no answer at all.

Hey there! It looks like you are having some issues getting through to us! I truly apologise for this and I want to help. Please tell me your ticket number and I'll give it to our support team.
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Re: Support from Asustor

Postby Marco@ASUSTOR » Tue Oct 30, 2018 6:01 pm

gnulab wrote:Hi,

My ticket numbers are: 26229, 26247.


Thank you
Henry

Hey there! Just came across this and wanted to try to help. I'll ask the Support Centre to see if they received these tickets.
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Re: Support from Asustor

Postby Chrys » Wed Nov 14, 2018 9:30 pm

danchees wrote:...with my email and generated password...


You don't have to use this generated password from the E-mail. You need your Registration e-mail and password what you have given in the NAS under REGISTRATION.
I had the same issue but i had to read well the asked parameters :)

I have written a Ticket too and hope it will be answered. Otherwise this NAS will be returned and i will buy another Synology.
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