Synology Reviews 291

Synology NAS devices are unreliable. I have had two rack stations that have bricked themselves because of faulty chips. I stupidly bought a DS923+ to replace one of the rack stations and that has a habit of going to sleep and not waking. The status light is green, the power button steady blue but no disc lights. Contacting Synology help they just say the Seagate IronWolf drives I have installed are not supported. Look at the supported drives and then try and find one! Utterly useless and not worth the money. Get an Asustor instead. Much more reliable and more user friendly.

I’ve been with synology for over 8 years now and I find the apps really poorly designed.

The latest photos app has just knock out my NAS for four days and now won’t load the correct folders anymore.

You get a couple of clumsy bits of advice and then they want full remote access and 2FA security turned off.

Same thing over and over again.

I wouldn’t buy again.

Purchased a DS218+ recertified NAS from them and it keeps failing, first data poll has crashed, yet both HDD in drive are registering good on the diagnostics and SMART, swopped out drives, got another fault disk not present but a restart and it was working again twice today from 4am it starts bleeping really loud with a fault, and a restart and it works for a bit, but shows no error in notifications, then it starts again, have not gone 2 days without incident yet and worse as the NAS is in my bedroom I am having to get up in the night to reset it when it beeps continually and VERY LOUD support is a Joke, I am sick of manufactures and in this case sellers as I purchased direct from Synology not having any way to contact them by phone. To make thing worse, their live chat is always greyed out on website and not available even during hours it is supposed to be.
to sum up their support,
No Phone support
No "chat" website support
No email support
You can submit a request online that at best will be answered by a link to a website (go sort it out yourself we can't be bothered) that is not relevant and if you reply to an email it will bounce back thats if they even bother to respond, next thing you get is your case is closed!

I have been following the Synology since 2021 and it's just amazing. The products are user-friendly. You can easily set-up, work on these units whether it's DS units or Routers or HDDs. The branding of products is such that you can keep these units so close to you. Their site also has all the information about how to setup their products, resolves some common issues, which are explained in detail. Coming to their support, the way Synology treats its customers is amazing. Whole time the support is available to answer the questions or concerns whether it's hardware or software related.
Thank you,

I’ve been a customer of Synology for the past few years and never asked for help until now.
I’m disabled, relay massively on my nas and I was extremely worried as it kept shutting down on its own.
The messages were saying there was a power failure but this wasn’t factual.
I contacted Synology for help and was connected to a person called Sam.
I explained my concerns, my situation and the issues I was having.
I was asked to run a memory test which failed, I sent over all the logs.
I continually asked for a fault reference number so I could log this issue with retailer BT / EE.
Sam ignored my request and still hasn’t supplied the information even though he deemed the NAS has a hardware fault.
I also sent him purchase information - he informed that the warranty ran out a few days ago, YES A FEW DAYS AGO.
I was absolutely furious so a few days out of warranty my NAS died and Synologys answer is go away.
Is this how Synology treat disabled customers with cancer ?

one star minimum is a little wrong when talking about Synology.
While the product was under warranty, they claimed that everything was fine, just problems with the firmware. as soon as the warranty is over, they say, - “we have nothing to do with it, you need a new NAS”
Old cases are deleted from your account and you can no longer prove that there was a problem even under warranty.

Great customer support ! Unless your are a network wizard or IT guru, NAS is daunting. The help I received from Synology allowed to get up and running after flailing around on my own. Very much appreciated!

so bad i would rather HACK MY EYES OUT than buy another synology as it would be less painfull

My D218+ Synology Nas has run like a charm since day one, and every call I have made to them for customer service has been very good. They were able to troubleshoot the minor connection issues I had on 3 different occasions after power outages and helped me self-repair the device. I personally have never had a negative experience and intend to upgrade to a larger NAS from Synology soon.

2 enterprise class devices "guys from synology think so"
24 hours after disaster, services are down...
support didn't reply nothing to the ticket.
P.S. before the procurement it was agreed that support will be available in maximum 2 hours...
May be for home devices it's ok, but for business NO!

Cannot get any support over failed drive less than 2 years old

No phone support. Company sucks Running around in circles for hours. this is my 2nd purchase. Never again

Simply stated, I love Synology products. They are easy to use, I love the interface, but more important, Synology really cares for their products since they constantly produced updates, to me this means that their tech teams are listening to customers, they solve things, they improve things, when you buy a NAS, even years later, you know that its software can be updated. Also, you get a Microsoft 365 backup tool included in the OS, this is just great and it works stably. Since their products are quite stable, I rarely needed support, but when I did, the client portal is easy to use and they answer fast and solve problems. Recently I had to use the phone support, while, normally just the idea of it gives me headaches since it can be such a nightmare, it was so fast and easy and no hassle, very professional and courteous, I was quite pleased. So, yes, I recommend Synology products hands down.

I have two of their NAS. The newer one started to shut down once every few days. I contacted support. Sent multiple logs. They told me it was under warranty and to send it to the vendor to repair.
Vendor investigated, and Synology the said it was out of warranty and refused to even quote to repair it. It's only 4 years old. Extremely unsatisfied

Useless customer support and dreadful setup software. Why can't these clowns use a standard downloaded install program instead of something that looks like a file from Adobe and refuses to work. The customer support procedure is designed to make contact with a real person completely inaccessible, and their software does not allow NTFS file access. Not for me and it is going back. It never worked.

I have had a Synology NAS for quite some time now and have found it really straightforward to setup and operate. However, I have fairly recently setup on Surveillance station to monitor 2 CCTV cameras I have and had some issues with video stutter/lag etc. The support team were very helpful in doing the basic checks for me to see if this was likely a hardware fault or more likely a network fault. When it was found to more likely than not be a network fault, whilst this is really outside of their remit, the support team provided me with some really useful diagnostic checks and advice which eventually, along with others, helped me identify the issue and get it resolved, such that my system is now working flawlessly and reliably - it has in fact helped me identify an issue with one of the cameras I am using which was not previously identifable as the network issue was masking this other issue.

No possibility of speaking to a human on chat or phone. Turned away by marketing team. Awful customer service.

I have invested in several Synology routers and when they work they're great, The trouble is there appears to be a flaw in their router products. I purchased an RT2600ac router at the end of 2020. In the last few months it has started dropping WiFi. I logged a support ticket with Synology and after some investigation they have confirmed that the flash drive on the router has reached the end of it lifespan.....2.5 years after I purchased it. A bit of searching and it appears other people discussing the issue on Synology's own forums have reported the problem to Synology over a year ago. The issue turns out to be a problem with the software making too many read writes to flash drive. I have a number of other access points which are degrading at the same rate which leads me to believe there is a fundamental issue with their routers that isn't being addressed. Considering how expensive these devices are I would expect them to last longer than 2.5 years. Even more frustrating is the warranty is 2 years so they last just long enough to be out of warrant before they die. Even the router supplied by my ISP has lasted 8 years and is still going.

My advice is to choose another brand if you want something that lasts longer than 2 years.

Don't buy a Synology and think you can be on a secure Cloud station. They have a bug with SSL certificate. So every month you shall login and and type password in the client.

If you don't see this, you end up not having all data synced and can spend hours of migrate it all together again.

They don't seem to understand that this is a bug, they say that this is the way SSL certificate is being made. But come on. Let's say this was a website. So every freaking month webadmin shall change IP in the DNS settings :D? What a big mess this would be.

Use another brand to do cloud. Synology is not one of them!

Hi Synology,

I have just bought a new Synology DS privately, I have been using your products for more than 10 years and have never recommended anything else for a NAS device to any one asking me. We have also been using your rack/xs models at work as it has been very reliable. However I think this might be my last synology device if a choose to keep it, where I have bought it they have a 14 days return policy.

I have just installed it and added 2 x 2Tb Samsung 980 2Tb M2 drives and 3 x Segate 6Tb drives and I realized that the Segate drives I get a warning that they are not supported however I can use them, the M2 drives are useless, I do not need a 2Tb SSD cache.

Where I bought the device in the specs section it said it supported storage pools on M2 drives now, and even if that is not a direct lie it would have been more correct to say it supports Synology M2 drives.

In the past your product got popular because it just worked, that is no longer the case and this is the last synology I will ever buy.

I attempted to send this to you on Synology.com, however you webpage did not let me send it due to a character limit of 1024, after I had spend 10 min to fit it into you textbox that had a different limit.

And see how time has changes, I gave you 5 stars here on trustpilot 11 years ago for a support case.