I decide to write this as a review so that people can find this easily by a search engine.
I have a KS-3 in BHS, coming with i3 8G 1T 100Mbps which you all know. I bought it on July and it has been 5 months. Uptime is perfect and I never had a problem with the networking or a power outage.
However I had never actually checked the hard drive health until I observed server not responding and can not boot up. Switched to rescue mode and checked the log just to find a filesystem crash. As everyone would do, I went to check the SMART and I was shocked that the drive was burning!
Model Family: Seagate Barracuda 7200.14 (AF)
ID# ATTRIBUTE_NAME FLAG VALUE WORST THRESH TYPE UPDATED WHEN_FAILED RAW_VALUE
5 Reallocated_Sector_Ct 0x0033 090 090 036 Pre-fail Always - 14288
9 Power_On_Hours 0x0032 087 087 000 Old_age Always - 11475
So I backed up my data and was thinking to ask for a replacement.
The traditional way to get kimsufi support was to post on their forum. However, they had just changed their policy and they would no longer visit the forum any more. Instead you have to use Contact Us to send them a ticket email. And I did, on Nov 14.
Endless waiting.
And waiting.
Waiting.
Ting.
Yesterday I got a reply asking if I had backed up all the data, I said yes. Today I got a reply saying that they've finished replacement and also did a fresh installation for me. Just FYI the new drive is Hitachi HUA722010CLA330, brand new 1TB.
Conclusion, a regular ticket costs at least half a month to reply due to the long long backlog. They would have to deal with tickets by time one after another. Once they reply, they will respond quickly (one reply a day or more). No compensation will be provided, thus if you have a dead HDD you have to pay for the server while you are waiting.
http://ift.tt/1dvHQ0Z
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