I'd imagine UGreen - trying to break into this market - probably sent them a thank you gift.
What a wild unforced error...
Synology reverses policy banning third-party HDDs
111–120 of 679 posts
Re: Synology reverses policy banning third-party HDDs
#112When leadership makes decisions that are so out of touch with their customers it also severely impacts internal morale. Yeah, so they reversed eventually. But the technical and support people at Synology probably tried to fight this and lost. That feeling of being ignored despite having given this company your everything for many years. I bet many woke up feeling that the magic that made Synology a good place to work…
While I see where you're coming from, in my experience ESPECIALLY Customer-Support is usually happy to have a clear-cut criteria to reject support-requests as "officially out-of-scope". I wouldn't be surprised if the decision was made BECAUSE Customer Support highlighted the support-effort to debug all these unique customer-setups within warranty, and then someone stepped in and proposed to kill two birds with one st…
They could also oppose the change simply out of a belief in what's best for the customers, and an ethos of hardware compatibility. It would represent no change to their burden to continue the company's long-standing policy.
Re: Synology reverses policy banning third-party HDDs
#113When leadership makes decisions that are so out of touch with their customers it also severely impacts internal morale. Yeah, so they reversed eventually. But the technical and support people at Synology probably tried to fight this and lost. That feeling of being ignored despite having given this company your everything for many years. I bet many woke up feeling that the magic that made Synology a good place to work…
I've realized that at my current workplace it's a recurring theme that I suggest a solution, it gets rejected, we circle around for a year, finally we go back to my solution. It is indeed extremely demotivating, because it gives me an impression that I'm working with stupid people. I don't want to leave the company, but I'll try to switch teams next year.
Re: Synology reverses policy banning third-party HDDs
#114When leadership makes decisions that are so out of touch with their customers it also severely impacts internal morale. Yeah, so they reversed eventually. But the technical and support people at Synology probably tried to fight this and lost. That feeling of being ignored despite having given this company your everything for many years. I bet many woke up feeling that the magic that made Synology a good place to work…
While I see where you're coming from, in my experience ESPECIALLY Customer-Support is usually happy to have a clear-cut criteria to reject support-requests as "officially out-of-scope". I wouldn't be surprised if the decision was made BECAUSE Customer Support highlighted the support-effort to debug all these unique customer-setups within warranty, and then someone stepped in and proposed to kill two birds with one st…
That's true, but there's a pretty big difference between 'ban' and 'unsupported'. It's entirely possible to do the latter without doing the former. Synology actively and painfully punished its customers who didn't use its own drives, deliberately degrading their experience in order to try and force them to buy more of Synology's own drives.
Cutting support can be an understandable, if unwelcome, business decision. But Synology's ban was a deliberate attack on their own customers, for Synology's own profit.
Re: Synology reverses policy banning third-party HDDs
#115When leadership makes decisions that are so out of touch with their customers it also severely impacts internal morale. Yeah, so they reversed eventually. But the technical and support people at Synology probably tried to fight this and lost. That feeling of being ignored despite having given this company your everything for many years. I bet many woke up feeling that the magic that made Synology a good place to work…
Do you have inside info about this? I'm just wondering why the internal support people would fight a decision like only allowing supported drives, wouldn't that make their job easier?
My read is that they don't have inside info and are guessing.
Re: Synology reverses policy banning third-party HDDs
#116Earlier quoted context omitted.
ASUSTOR's latest gen hardware is ridiculous. Ryzen processors, upgradeable ECC RAM, 4xHDD + 4xNVMe, 10GbE plus a PCIe slot... You need to add an external GPU for TrueNAS installation, but they have an official video for that. On top of that, they connected the flash which stores the original firmware to its own USB port, and you can disable it. Preventing both interference and protecting the firmware from accidental…
I bought a small ASUSTOR NAS at work to check it out and I like it, it's definitely faster than comparable Synology units, however the camera system is quite underdeveloped compared to Synology. Synology's surveillance station rocks and ASUSTOR has a long way to go in that niche.
Thanks, good to know. I just want my files, and a couple of containers doing my backups, that's all.
Re: Synology reverses policy banning third-party HDDs
#117When leadership makes decisions that are so out of touch with their customers it also severely impacts internal morale. Yeah, so they reversed eventually. But the technical and support people at Synology probably tried to fight this and lost. That feeling of being ignored despite having given this company your everything for many years. I bet many woke up feeling that the magic that made Synology a good place to work…
I've realized that at my current workplace it's a recurring theme that I suggest a solution, it gets rejected, we circle around for a year, finally we go back to my solution. It is indeed extremely demotivating, because it gives me an impression that I'm working with stupid people. I don't want to leave the company, but I'll try to switch teams next year.
Sounds like you don't argue hard enough
Re: Synology reverses policy banning third-party HDDs
#118What is to say they won't add a subscription feature to access your NAS box in future?
Shocking that it took them this long to reverse course on this strongly negatively-received move. The leadership should go.
Re: Synology reverses policy banning third-party HDDs
#119Earlier quoted context omitted.
While I see where you're coming from, in my experience ESPECIALLY Customer-Support is usually happy to have a clear-cut criteria to reject support-requests as "officially out-of-scope". I wouldn't be surprised if the decision was made BECAUSE Customer Support highlighted the support-effort to debug all these unique customer-setups within warranty, and then someone stepped in and proposed to kill two birds with one st…
That's true, but there's a pretty big difference between 'ban' and 'unsupported'. It's entirely possible to do the latter without doing the former. Synology actively and painfully punished its customers who didn't use its own drives, deliberately degrading their experience in order to try and force them to buy more of Synology's own drives. Cutting support can be an understandable, if unwelcome, business decision. Bu…
There's a misunderstanding, I don't defend Synology's decision.
I'm just stating that from my experience it is unlikely that especially Customer Support would step up and complain about such a decision, it would more likely be R&D, Product or Sales.
Not to throw shades at Customer support at all. They are the ones dealing with the pressure of fast resolution time per case vs. large complexity to identify root-causes across different HDD-vendors, it's reasonable that they highlighted the difficulty here and someone thought he found the "silver bullet"...
Re: Synology reverses policy banning third-party HDDs
#120Awesome. That's how it's done. They offer people some bullshit take-it-or-leave-it deal, and people leave. I really wish this would happen more often. Normalize this.