5 replies to this topic

[snowdins]

I decided to buy a QNAP TS 419P from simplynas. I found that their pricing was the cheapest on the net that I could find. I received my unit in a week and a half (they burn test it). I then unpackaged it and started to throw all my data from my WHS box onto it (3.5tb).

As it was copying data I found numerous bugs in the QNAP software. I then found that on the QNAP forums that they are known for not fixing a lot of bugs (reminds me of the DNS 323 forums). After playing around with it I found that many of the features I thought I would use, I wouldn't. In fact I wouldn't use 90% of what this box sells itself on. The backup software was also old, and very basic (bland and horrible).

I received an email from their support that they shipped me the wrong unit. I then thought to myself thats why the transfer speeds were so fast. I told them I would send the unit back and they could keep it then. I would then have to transfer all my data back to a band aided whs box and wait another 2-3 weeks for another unit. I didn't like the unit and they screwed up anyways so keep it and refund my money. I was quite clear I wanted a FULL refund, with no restocking fee. They acknowledged this would be no problem if all sent back in original packaging, which it was.

Why should I pay a restocking fee when the company ships me the wrong unit?

So after 15 or so emails they receive the unit. I called them(first and only time I got a support person on the phone) and they said the unit tested fine and I should receive a credit Friday, didn't happen. I called Monday (no support person to take my call, so send an email). I receive an email back stating they havent tested it yet(WUT) are working on it and will put a rush on it.

6 days after they receive the unit I get an email stating a refund would be credited to my card MINUS A RESTOCKING FEE. Floooooooored. I tried calling them and got VM (again, I will explain this more later). I called again and got the receptionist(again). I asked to speak with the support person or a manager(they are not available again). I sent out 2 emails and the manager finally sent me an email yesterday saying he was out of the office and would call me to discuss. I havent heard anything yet.

I called AMEX to cancel the original charger. They heard my story and were on my side.

So the support. When you call you will get a weird dial tone, like ones that you get when you call international. The only person who answers the phone is a receptionist. Or half the time you get a voice message when no one picks up the phone. I tried numerous times to call them and only once spoke with a person.

Not only was I disappointed in what QNAP had to offer, I am extremely disappointed that simplynas told me they would do a full refund with no problem and then decided to charge me a restocking fee of over $120.

I guess you get what you pay for.

[mgsn]

I decided to buy a QNAP TS 419P from simplynas. I found that their pricing was the cheapest on the net that I could find. I received my unit in a week and a half (they burn test it). I then unpackaged it and started to throw all my data from my WHS box onto it (3.5tb).

As it was copying data I found numerous bugs in the QNAP software. I then found that on the QNAP forums that they are known for not fixing a lot of bugs (reminds me of the DNS 323 forums). After playing around with it I found that many of the features I thought I would use, I wouldn't. In fact I wouldn't use 90% of what this box sells itself on. The backup software was also old, and very basic (bland and horrible).

I received an email from their support that they shipped me the wrong unit. I then thought to myself thats why the transfer speeds were so fast. I told them I would send the unit back and they could keep it then. I would then have to transfer all my data back to a band aided whs box and wait another 2-3 weeks for another unit. I didn't like the unit and they screwed up anyways so keep it and refund my money. I was quite clear I wanted a FULL refund, with no restocking fee. They acknowledged this would be no problem if all sent back in original packaging, which it was.

Why should I pay a restocking fee when the company ships me the wrong unit?

So after 15 or so emails they receive the unit. I called them(first and only time I got a support person on the phone) and they said the unit tested fine and I should receive a credit Friday, didn't happen. I called Monday (no support person to take my call, so send an email). I receive an email back stating they havent tested it yet(WUT) are working on it and will put a rush on it.

6 days after they receive the unit I get an email stating a refund would be credited to my card MINUS A RESTOCKING FEE. Floooooooored. I tried calling them and got VM (again, I will explain this more later). I called again and got the receptionist(again). I asked to speak with the support person or a manager(they are not available again). I sent out 2 emails and the manager finally sent me an email yesterday saying he was out of the office and would call me to discuss. I havent heard anything yet.

I called AMEX to cancel the original charger. They heard my story and were on my side.

So the support. When you call you will get a weird dial tone, like ones that you get when you call international. The only person who answers the phone is a receptionist. Or half the time you get a voice message when no one picks up the phone. I tried numerous times to call them and only once spoke with a person.

Not only was I disappointed in what QNAP had to offer, I am extremely disappointed that simplynas told me they would do a full refund with no problem and then decided to charge me a restocking fee of over $120.

I guess you get what you pay for.

This is MG from SimplyNAS who dealt with your case from a communications perspective.

Your order was placed on 4/16/2011, we received instructions from you to change the delivery address we did so without any delays or issues. The order shipped on the 4/20 and a notice was emailed.

The shipping notice states the order was delivered 4/26 which is the time span it takes to go from Orlando, FL to your location in CA.



We have no telephone calls or emails logged other than the one you requested us to change your delivery address on file until we wrote to you informing you of our shipping a TS-459PRO II instead of the TS-419P+ that you had ordered.



We wrote to you on the 4/27 informing you of the mistake. You were kind enough to call us and inform us your desire to no longer continue and return the QNAP as you no longer wanted it. We obliged immediately and confirmed we would provide a shipping label for its return as we had made the mistake to shop the wrong unit, but we would replace with the exact model you had ordered. However, you insisted you wanted a refund so we requested you to complete the RMA form we emailed same day (4/27), you obliged and we issued a RMA#, you then asked if this would be picked up Friday (4/29) or Monday, we confirmed we could not share that information until FedEx informs us. We produced a label and emailed it you (4/28) as you agreed to drop it off to a location. This was done on Friday 4/29. We received the unit on 5/4 it takes us a minimum of 48hrs to examine and approve. The 48hrs ended late Friday 5/6 and was approved for refund as per returns policy.
You contacted us on Monday 5/9 stipulating we had promised a refund by Friday, we were not able to confirm this as we ahd no record of anyone making this promise, we then wrote back stating we would issue within 24hrs. We did so on Tuesday 5/10.

We would like to clarify the following:-

1. The RMA form clearly stated 15% restocking in all cases. This would have not applied should you have had the replacement unit, however you stipulated a full return based on not wanting to retain the unit.
2. We are not aware of any references you make to not getting support and the 15 odd emails you sent, we have records of all emails sent. If you mean QNAP we cannot be held respoinsible for their support or voicemails.
3. We had always been very courteous and accommodating when you called or emailed us, and your response on this forum does not reflect that nor does the fact we sorted this issue out in a very quick manner with little or no fuss the timeline speaks for itself.
4. We have refunded the order and you have applied a chargeback via you credit card company not sure why and what this is going to achieve as the refund has been applied.

We are sorry we shipped you a higher specification machine and even sorry we disappointed you even though we took care of the shipping back, without any arguments, you wished not to have a system from us and did not want the QNAP we obliged. If you wish to resolve the differences please do call us and we would be more than happy to discuss with you and resolve these.

[snowdins]

Just had a conversation with him on the phone. Calling Amex now to take off the charge back. Will update in a bit.

[theronkinator]

As a UK user I'd like to throw in that restocking fee's are a scam and I would never even consider dealing with any company that operates this policy.

[snowdins]

Update on this. I talked with Michael at Simplynas last week. We talked like gentlemen and had a constructive conversation. He explained that it was his intention to give a full refund however the rma code for which my return was put in got an automatic restocking fee with their RMA\Billing department. Completely out of his hands. It was then his intention to refund the money to cover the restocking fee but since I had put a chargeback through with Amex this could not be done.

I called Amex and they said that the case was closed and to have him call Amex directly. I let him know this and he said he would get it done.

I think the issue that occurred here is my lack of patience. With Simplynas you get personal care and can get direct communications with humans. In my haste to get a refund I did not allow for them to get back to me immediately. If I had give the situation a couple more days I think everything would have smoothed itself out automatically.

[theronkinator]

Call me cynical but to me this reads as they agreed to let you off the restocking fee if you retracted your statements and gave them a new positive review, see it as them letting you off a [ridiculous] charge as a form or damage control.
I apologise if I'm wrong, but from where I am that's how it looks.