I have an HA cluster with two QNAP TS-h1887XU-RP units. I have been trying to put it into production for more than two weeks, but every week I encounter a new issue that technical support takes more than two days to resolve.
Last Friday, an HBS3 backup left the cluster database in a locked state. Today, after attempting to update the firmware through the HA Manager application, the passive node lost connectivity and failed to restart after the update. I cannot access the passive node, and I do not want to perform a forced reboot.
We have spent more than €30,000 on hardware, including a five-year replacement warranty, yet the level of technical support provided by QNAP is completely inadequate for enterprise environments.
My advice: DO NOT BUY QNAP HARDWARE for production environments. Over the past year, the software quality has deteriorated significantly and failures have become far too frequent. I have been using QNAP systems for more than 10 years, but at this point I no longer consider the company reliable.
If anyone is experiencing the same situation as we are, please reply to this thread.
We are truly sorry for the frustrating experience and the inconvenience this has caused.
We have located your support ticket in our system, and our technical team has escalated this case to high priority.
If you have any other questions or need further assistance in the meantime, please feel free to reach out to us at any time.
Once again, please accept our sincere apologies for the delay and frustration. We are fully committed to helping you get your system back to normal operation as soon as possible.
Thanks for your reply and for scaling our priority ticket
If, for some reason, you have more info of the incident, feel free to ask me.
I have a question, Is it possible to purchase professional 24/7 support from QNAP in Spain?
Response times are quite slow, and support is available only through email.
Hi Steve
We see “Normal” Priority in qnap support ticket website.
We thought this was a high-priority issue, so we expected a faster response
We still waiting for tecnical solution by QNAP
After confirming internally, here are the service tiers we offer locally in Spain:
1 - Basic Service from our support team in Spain
2 - NBD Advanced Replacement + hotline support
3 - ON-site NBD Advanced Replacement + hotline support, including drives as an option
4 - ON-site 24/7, 4-hour response, 6-hour replacement with telephone assistance, including drives as an option
Could you please send me your contact details via private message? Thanks!
