I purchased a 3 TB My Cloud and a 4 TB My Book Studio to serve as a single point of backup for my household. In these 15 days I’ve had the oportunity to open 4 cases, 3 of which via the web. I’ve discovered that web support at WD is very similar to what we in an olden time of teletypes refered to as a ‘bit bucket’ :smileyvery-happy: (for those of you too young to understand; this is where the paper was collected as a result of punching holes in a teletype paper tape)
The first case I totally solved by myself, but found no method to update the case on line.
The second case I waited about a day or so and finally gave up and called telephone support. When I asked for the usual time for response the reply was 24 - 48 hours … well I suppose 24 hrs is acceptable to a web generated case because the system isn’t totally down or you’d make a call … but 48 hrs is a bit lengthy!
The third web support (opened 3/10) case I actually did hear back from a tech that asked for additional info which I supplied on 3/12 …I haven’t heard a peep since.
The fourth case I opened (3/16) via telephone because I was having serious issues with safepoints. The case went from level 1 to level 2 in 5 minutes, and then after a 30 min conversation escallated to engineering. My system is functioning but extremely crippled at this time (at least from my useage intentions).
I’ve also discovered that telephone support is separate from web support:cry:. I’m really hoping that engineering and I can resolve the issues with safepoints. I think this product has some great potential and I’d like to fully utilize it.