[kosh2]

I don't wish to appear critical, especially as promisedude has been quite good on this forum but I do feel that support is very poor.

Firstly, the web support form is terrible. It is clearly geared towards people who are experts at networking. I am not at that level. I have no idea what is meant by "Host Name" or "Host Bus adaptor." I can't recall what manufacturer my motherboard is. I am amazed Vista is not listed as an operating system. (That is a just a summary of my observations on the form.)

Secondly, when I did put in my first support ticket I received the usual automated response giving me the ticket number. I then never received an email saying there was a response waiting.

When I discovered a response did exist, I duely replied to the response by clicking the "error not solved" button and added a comment. So far no-one has had the courtesy tp reply. I feel this is very poor, especaill as teh original reply to me made reference to a firmware version that does not even exist yet.

I am still having problems with this device, or rather the way the network is working and I am growing very more pessimistic of a solution.

Hi-Jack - is there any easy way you can rate "support" in your reviews? A product may appear superficially good or value for money but if support back-up is not there that value for money soon evaporates.

I see someone else agrees with me http://reviews.cnet.com/4852-3190_7-...dy;userReviews

[Hi-Jack]

We already do rate support as without direct link to discuss issues or
participation with the public forums there is no review... I suggest posting your
problem here also so we can see if we can help you and if not discuss the
issue with Promise...

So far we are very satisfied with the response overall and it is innevitable there
will be users getting slower response from time to tome. It would be a mistake
judging the suport based on single cases though...

What's the problem you are experiencing?

[kosh2]

Thanks for that. I agree you cannot base conclusions on one bad experience.

I would like Promise to address their awful web support form however for joe public. Also the very poor response I got from the website disappointed me.

I still have the errors posted in previous posts. That is the NAS disappears at random from the network and has to be switched off and rebooted. I am pretty sure this is a network issue and not equipment issue. I run network via powerlines which is becoming popular here in the UK. I have now moved the NAS so it is directly connected to the router but the PC has to remain on the powerline.

The new error is the message "DNS does not work" within the download station window of smartNAvi. I can see no reference to this in the manual or on the website.

[eqshadimar]

I agree that it takes FOREVER to get responses from the web site support but the good news, in my experience, is that you will get a response at some point and they do work on the issues even if it seems like they are not. They really need to work on this. I think they are more geared for phone support but that does not help if you are out of the country. Also make sure that your junk mail filter is not stopping their responses from getting to you. I had to unblock the entire promise.com domain before their emails started to show up.

As far as the form that you fill out it is geared towards their Server and PC based controller cards not the NAS products (again not defending them just offering an explaination for all the fields that you have to fill out). That is why they are asking all those questions. I simply put "Promise" for everything and it seems to work.

If you are having issues I would send a PM to PromiseNasDude or perhaps try calling one of the numbers that he posted in the other threads.

Laters,
Jeff

[kosh2]

Yepm promise dude is very good. He has got back to me today. Support via web remains poor. I have had the most cryptic reply via web which makes no sense to me.

I will PM him.

[PromiseNasDude]

Originally Posted by kosh2 Yepm promise dude is very good. He has got back to me today. Support via web remains poor. I have had the most cryptic reply via web which makes no sense to me. I will PM him.

Sorry for delay.. Last week was very busy as I am preparing for a transition. Yes, the knowledge base is geared to deal with common issues and is currently in the process of growing. We are also in the process of a make over for the entire Promise Website. This transition will be a little slow and painful but the end result will be a much better look and feel with an improved support area. The manuals are quick start guides are also being reworked under my supervision (this time).

Your disconnect issue can be caused by several factors. The DNS Error in the Download Station is very specific. If you are using Dynamic (and for the moment I will assume you are) IP this means the router is not assigning proper DNS. If using Static (which I assume you are not) please check the DNS setting.

To check: Please log into PASM (Promise Array Storage Management) and check the assigned properties under Network. It should show current IP, Gateway and DNS. Is DNS listed (only primary is needed)? Also, click on Jumbo frames under Network (in PASM) and check to see if you are running at 100Mbps or 1000Mbps?

What Router are using?

Also, I assume you are using the Cat 5e cable that came with the unit? Have another cable either Cat 5e or Cat 6 lying around? If so, can you give a try?

Did you log the support incident with Promise Europe or Promise US?

If you like, you can get back to me in PM.


Thanks.

[kosh2]

I did not know there was more than one promise. I just go to Promise.com and click support.

I have PMed you some other details.

PS. BT is doing fine now.

[PromiseNasDude]

Ok got it.. Will check the PM in a moment.