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"Faulty product (recalled) with no resolution of problem" on by briandelabarre
Pros: nice concept
Cons: product fan does not meet specification, refurbished product proposed as replacement for new
Summary: Maxtor, now apparently owned by Seagate, and MacMall provided abysmal customer service to replace the faulty drive. I logged onto the Maxtor site upon receiving the drive to obtain the User's Guide. The site link (Important Maxtor Fusion Quality Issue) indicated that the fan was not within spec and included an offer to "...replace their product with a new one that has a cooling fan that meets Seagate’s quality standards." However, upon following the instructions to call Maxtor they were unaware of the problem, the proposed resolution, and how to deal with it. We helped Maxtor navigate their own website to the product details and the information on the recall. They informed us that we needed to return the drive before receiving a refurbished replacement product. Obviously, this was unacceptable to us. We attempted to return the drive to MacMall, but they indicated that they could not waive the 15% restocking fee despite selling and shipping a faulty product. After hours on the phone with three "tech" companies who refuse to address a product issue for a customer, MacMall finally accepted some responsibility and will reportedly take the product back and refund our money. Needless to say, we will not purchase products from any of these companies in the future if there is an alternative. I also suspect that other readers that rely on CNET reviews and product information for guidance on new techologies would appreciate an update to the review of this product to keep them from wasting time with a recalled product.
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"Maxtor NAS devices - 3x failure - POOR RELIABILITY" on by bcorrodi
Pros: large capacity
Cons: Poor reliability, poor support, very limited web-console interface
Summary: For me, a large capacity NAS as a media server represents a significant investment in both money and time. For a cost equal to a decent entry-level PC and hundreds of hours spent ripping your CD collection to big lossless files as your primary archive - you want a device that will store them safely. That is one thing you should not expect from Maxtor.
14 months ago I invested $800 in Maxtor's previous flagship - the 1 TB, Raid 1 SharedStorage II. That one failed in 3 months - no data recoverable. A nice person on the phone took another $35 for what seemed like a reasonable deal - an 'expedited RMA' that would send me a refurbished replacement, and give me a month to send the first one back. To be safe, I ran the self-diagnostics on the replacement right-away before re-starting the CD collection - it failed the self-tests 'out of the box'. $35 for a third box, and another $200 for a 500Gb LaCie USB drive as an automated back-up directly attached to the NAS.
Seven months later, the Maxtor status LED changes from green to amber, drive intermittently freezing, inaccessible on the network. Self-test declares "drive requires replacement - make a current backup of your data if you can". The only problem - the backup is only accessible via the NAS's console, which only allows a restore back to the (failing) device itself. The icing on the cake - Seagate support now says that since it has been more than a year since the purchase of the ORIGINAL drive, that they have NO WARRANTEE OBLIGATION and have REFUSED ANY FURTHER SUPPORT.
Amazing - three times in a row, three different Maxtor SharedStorage II drives have failed to continue functioning for even 9 months, and they refuse to offer any recompense. They are making 'lemons'. Their designs are defective. They do not admit their failures and replace clearly defective product designs. They make you wait hours to have the supervisors at the call center in India repeat the same boilerplate statement that "your are not entitled to any further warrantee service".
My $800 and hundreds of hours are irretrievably lost - don't put yours at risk with Maxtor or Seagate. -
"Seagate has horrible customer service and products" on by chrismnico
Pros: none to report
Cons: th product, customer service,
Summary: I had to return the maxtor fusion web server 2 times. I spent hours and hours of phone time with the reps trying to get the stupid thing to work. I was told by the rep that since there is an obvious problem they would get me a different model. The only problem was they didn't have any refurbs to give me. so basically they want me to send the 3rd back so they can test it on sight. can someone please tell me WHY they didn't do this the first time. Do they think I am making this up? Do they think I enjoyed wasting 7 hours of my life that I will never get back all because of my master plan to get a different model? Seagate believe me when your customer service sucks, then your company will go down the toilet with all of your jobs.
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