I’ve been pretty happy with my 4TB WDMC (firmware up to date) for the last ten months, I use it for backing up 2 PCs and have all my family media files stored on it. There have been niggles, but I’m pretty tech-savvy and have managed to sort them, even enjoying the challenge on occasions!
This is the wording of my support request to WD, eight days ago, after first of all trying an automated support request, to which I had no response at all.
“I have been running successful Safepoint backups to my WD Elements 4TB USB drive, for several months. Suddenly the backups have been failing with error code 1100 or 1102. I have done a system only restore of the My Cloud, and have reformatted the USB drive, both these steps have been unsuccessful”.
Pretty straightforward I would have thought.
Since then WD have asked me the usual obvious questions, any changes in setup etc, to which there have been none, and I’ve sent them a system report log. Then I’m asked for the serial number to my MyBook (!), and suggesting I reformat it, even though I don’t have one. Then last Thursday I’m asked to run a program called DLGDIAG which crashes on my W7 x64 machine every time I run it. Told them about it, and the last message I had from them was five days ago asking me what error message DLGDIAG returned. I replied by return and since then I have not heard a single word from them.
In the meantime I have established the following, and told them:
(a) There is nothing wrong with the USB drive, I have reformatted it (losing my backup) and successfully backed up my vital data with rsync.
(b) I have tried running Safepoint using another (Toshiba) USB HDD, same capacity as the WDMC, Safepoint fails with the same error messages.
I’ve mailed them every day this week, not a single word of reply.
Will I ever hear from them again? What’s tthe point of having a NAS when I can’t back it up properly? Come on WD support, pull your fingers out and sort this please, or tell me you can’t and I’ll have a refund.