Drobo Support Sucks!
March 12, 2011I have been a pleased Drobo user for over a year now, the set up I have is a stand Drobo connected to a Droboshare. This was of course so I can run back up software on all the computers on the network and back up to the Drobo, well this was the plan anyway.
All was going well I thought in till this week when I found that the backups on my computer had on been happening for quite sometime, The problem was that the Drobo had become read only.
I have searched the Internet and found many people having the same problem, but as of yet have no solution. So I turn to the home of Drobo website and try and find the support number, but nothing works on the website intill you close the very annoying pop up which asks which Drobo is best for you.
After finding the number I contact technical support to end up speaking to a guy that can hardly speak English but more annoying is he has me on speaker phone so I can hear myself talk which is very annoying.
I start to explain my problem to the and the guy then just replies “Have you registered for technical support on our website?” my answer was “I can’t remember.. I have never had to call before”. He then said that I should register and fill out the form. But I am already on the phone to you?
To annoy me even more he said I can not help you in till we get all the information, you need to generate a report then we can tell you what the problem is.
so I did this and filled out the form in which they wanted to know what Drobo I had and the serial numbers to the Drobo and Droboshare, I added the file generated from the Drobo dashboard software.
A day later I get a reply from a technical support saying that the drobo goes into read only move when it is moving files round and it should take between 1 hour and 72 hours, The thing that really annoyed me is that my drobo had been read only for longer then 1 month so I knew this was not the problem. I replied back telling them this only to get a reply back the next day with a link to a problem page.
The problem page is crap and I had tried everything out on it, in the end I gave up and removed the Droboshare from the network and just plugged the Drobo straight into my computer.
For such an expensive but excellent bit of kit I would have thought that Drobo would of had a better technical support team. Based on myself spending over two days trying to sort the problem out I feel let down by Drobo, I would love to recommend them to other people but I feel I can’t because the technical support is so bad. it really is a shame, Drobo sort it out!!!
