Arniceous wrote:Agreed! the phone support for Asustor Toll free number: 844-278-7867 Hours: 10am-6pm Pacific Time (M-F) blows arse. I was able to make contact once a couple years ago when I first called for support little did I know for the future that Asustor has a very limited support channel. This is NOT good regardless how stable ADM seems or how wonderful the price is for the cpu bundled with these home NAS systems are. WE NEED PHONE support. We are not in control of ADM if something goes wrong remote administration with teamvuewer is great but only through email which is very time consuming and not reliable or often a slower process with time zones holidays etc... Yes the staff is friendly through the support msg board, yes main Asustor dealers in various countries help their customers directly but Asustor must get that call center off the ground. I would personally work for Austor answering calls for an hourly wage if offered! why? because I believe in support for such a product especially with all the apps and maintainers and ADM platform changes.
In all fairness Synology & Q-nap both offer 24 HR Support around the world WOW so Team Asustor you heard it! Lets get users like myself in the cloud with phone support because your bay area toll free number isn't reliable at all!
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I have to say, for the most part I've had some pretty poor customer service when I first got my 202T and then later, when I was setting up the 7004T. Things weren't working as I was told it would, and then trying to get even simple applications to work, applications Asustor directly supported, well, they weren't working either. I spent almost 3 weeks without PlexWatch due to a bug in Asustor's Perl implementation, and to this day, I still don't know if it is resolved.... (I use PlexPy now and it's working 100%)
BUT, I've helped a number of people set up there Syno's and QNaps for a Plex environment in the last few months. And let me tell you, as bad as we think we have it here, thms boys has it lost worster... Things we take for granted with our NASes, they would LOVE to see on either of the other two manufacturers. (And I'm not even going to talk about WD, NetGear or the likes of those wannabes...) We have a working Python, and now a working PHT, Can migrate up to other models of NAS in the same manufacturer's product line without losing data, can upgrade the Raid without a 50/50 chance of losing data...
We have it a lot better now than what those guys have. What we DON't have is a direct pipeline to the support structures. Creating a ticket means (for US folks) waiting until the next morning to get a response, try it, reply and then 24 hours later check for the new response form Asustor. This is a SERIOUS drawback to Asustor's support capabilities, IMNSHO. and I've voiced this time and time and time again in this forum, on tickets and in direct emails with Asustor employees.
I got thanked each time for my input, and not a lot changed. BUT. I was able to get a lot more employee discussions on these boards. and I do mean a LOT! What was almost non-existant is now at least one of the employees or another is here each day. That's a major departure from what we had just last September. And it stems from a lot of the negative comments from users on these boards, and the fact I don't know when to shut the hell up....
Part of that is to combat the spam issues we have had, but part of it from my repeatedly telling Asustor to start earning our trust back.
A lot of times I or others here seem to be the ones providing support on these boards. And that's OK. I have the time, knowledge and experience to offer. And Asustor has done a few things for me as a result. (For all of us, actually, whether you know it or not.) Do I have a direct pipeline? hehe, I wish.
If I don't know how to do something on these NASes, I try to find out, even if it's something I wouldn't ever use, or think is just a damned dumb idea. (We've had a few of those lately, too.) Others here try to do the same. So bounce your problems off of us and we can try to help you. Just don't ask me about Emby, LooksGood, uPnP server or Logitech Media Server. My answer is always going to come back to Plex. Saying that right now, so there is no surprises... Plex works, those others don't. (Hell, I made it work on a 202T with a sub-300 passmark CPU, I'm sure I can make it work on almost anything but a cellphone at this point!)
My AS304T is working fine. What are your ADM version and Control Center version?
