My experience with the MyBookLive taught me hold back and see what others experience before updating my equipment.
Yes, I was being somewhat tongue-in-cheek…
I hold back on upgrading until the dust has settled, too. I have two devices; one I use as my functional, local NAS not open to the world, and a second one, which I’ve called my ‘Test Cloud’, and I use this to evaluate new firmware, and to host duplicate material I’m happy to expose to the world; music and non-private video. The former is still on 04.01.01-413. That latter is up-to-date, having formerly run -422.
The ‘offer RMA to any difficult problem/customer’ seems like a cop-out to me. The problems are almost certainly not with the hardware, but down to the firmware and configuration values. Since RMA returns will give you a refurbished device, one assumes that WD have a department dedicated to entirely wiping the state of returned devices, and loading them with fresh firmware. Does a factory restore do the same? If you RMA, you’ll need to back up all your data first, and restore it to a refurbished device. Personally, I’d do a full factory restore first, to delete my personal data. So, since I’d have to do that anyway, I’d probably see if the full factory restore fixed the problem I was having. If not, then I’d RMA it.
I guess it’s cheaper for WD to RMA devices than spend support staff time actually diagnosing faults or engineering time figuring out how the configuration faults occur. The enforced public state of the Public share sounds like a kludge to me.