Synology Reviews 291

Had ds1815+ bone day it stoped working, no parts available to fix it. Was thinking to build my own NAS but ended up buying smaller version DS418play. works great but I must say security is mutch harder than loging in your bank account. I hate the idea that everytime to log in and upload family pictures need to go thrue the hell and all thos passwords and suspisios activities just keep blocking my access. I wich I just build my own... I will next time.

Absolutely horrific technical support.
responce times for such a business critical piece of hardware should be more than an email response time of 12 hours. No phone tech support.
PLUS - the immediate response with any hardware issues is that you need to replace the whole unit - rather than providing any repair options - so if you have any respect for the environment at all and want a device that is going to provide the tech support when you need it - my advice is to go with another supplier.

Non customer centric support.

Yes this one is for you Synology

You just lost a customer over a shipping label today.

Worse yet, you will not gain other customers in the future because I would never support you as a company again.

Your product broke.

Your product was still under warranty.

Your support process took 1 month of back and forth and at the end you were unwilling to own up to your product promise.

You made your failed warranty process my problem, the customers problem.

You wanted your broken product back. Which may or may not make sense.

Don't make your customers pay for it.

You adding insult to injury.

I've never contacted their technical support, perhaps that's a plus but in general, I've been very happy with their products.
I've purchased one personally and one for work. The personal NAS recently saved all my photos (one of the NAS drives failed). I bought another, simple change and all back to normal.

The business one was a cheap solution to backup Google drives and it works wonderfully. Every night without fail it performs an incremental backup. It's great knowing it's there and it's saved me more than once when people have deleted things they shouldn't have!

I really like the product but recently the technical support has gone from good to horrible. I've been finding better information by Googling it then what technical support provides.

AWFUL! DO NOT BUY!!!! Absolute waste of money, I kept getting prompted to update it and when I did the software deleted all of my data and totally ruined me. NEVER AGAIN. Awful customer service too.

Technical Support! what a joke, they only give help if the unit ( which may have cost you over £1000.00) to is still under guarantee, no guarantee clear off! What an abysmal attitude, They designe NAS units that have no protection whatsoever if the power to your house goes off while their NAS is doing an system update, and offer absolutely no help whatsoever to recover the corrupt software, telling you to just purchase another unit! Bunch of criminals if you ask me.

Sadly there is no phone support when urgently needed for this complex product. NAS drives are obviously to look after precious data. Given a spend of thousands of pounds, just online tickets and chatbots when there is an urgent need for help is beyond poor. This is a good product so poor support and customer service is a massive let down and a shame.

a terrible experience, we kind of regret started using Synology.
We have DS920+ with SSD drive, 100mb internet speed, buy transfer rate of only 30-50kb/s or even less.
Is that even normal in 2022??
But customer service can only help you by sending you the IT articles.
DON'T BUY IF YOU ARE NOT AN IT EXPERT!!!

Cannot recommend if your looking for support, I have purchased 4 Bay, 2 Bay NAS from them for personal… when these work they are great, software is heads above others.

However for work we had 2x 12 Bay units with 10Gbe NICs, we had many issues with these and support just wasn’t interested in helping, they ask for logs which they have access to, they asked for NICs to be reseated, they asked for drives to be taken out and unit powered on/off (why?). They won’t send replacement parts till they receive broken part even under a business account.

On a personal support query I had an issue with non UTF files being uploaded to an S3 compatible bucket that was failing, they didn’t care and couldn’t help me find these files causing upload problems or even direct me in a direction to try and resolve this.

Buy if your competent and can make use of the great software.

Avoid if you heavily rely on support or mission critical workloads (backups in our case with failing 10Gbe).

My DS1515+ after shutting down would not start. So I contacted Synology service and in short I ended by that: after sniffing on the 'net I found the most probable source of the problem. The reparation of this station required one transistor and about an hour of my work (did it and the station works as new). All worth perhaps $20, but only thing Synology was able to do was to very quickly free itself from any responsibility informing me that the equipment worth over $800 is out of warranty after roughly 6 years, that they have no service in North America and generally, that I can get lost. But Synology was equally quick to recommend me to buy a new station for $1500. Very professional, really.
In conclusion, their support when it comes to software is above acceptable, as long as the product's hardware works, even if limping. They connect and from distance try to help, but when your HW is faulty there are only three options, with only one acceptable. If equipment is under warranty, they will offer replacement, but out of warranty they offer practically nothing or, of course, buying new stuff.
So, future customers, be warned

This is my first review on the Synology support but it isn't my first encounter with them. Really I have only good things to say about them. Not only they answer on weekends too but by fetching the logs from the unit automatically, they are able to go around my bad issue description and tell me about the issue directly as well as help me solve it. I have my DS716+II since 2016, I have upgraded the RAM to 8GB which is the maximum and I'm still extremely happy with it since the unit still performs pretty well even after the DSM 7.1 update.

Customer support is the worst. Their tech people are great-- but you can't reach them. Their telcon waits are interminable. So far today, I've been cutoff three times after three 20 minute waits on hold, listening to their tortuous hold music. After 20 minutes, a recording comes on that says "Please call back later" and then ends the call, That's 60 minutes of my life wasted on Synology so far, and still have the problems with their crappy hard drive (connectivity, log-ins, deciphering their Users Manual, etc.). This company sucks. With their purported technical sophistication, they can't do better with their customer support than this? If I can figure out how to get my money back, I'm sending this piece of crap back and will never do business with this company again. I suggest you avoid them at all costs.

Slow external download until now No real solution from synology.
150 kb/s download with 200 MB/s fiber speed

I'm had a two drive Synology NAS for several years. I basically need a backup drive. I liked the idea of simple RAID one.
My DiskStation has all sorts of bells and whistles, with promises of wonderful functions that I don't really need.
But when one of my drives failed, I lost all of the data, perhaps because I don't understand the DiskStation recovery process.
I read the directions in the NAS firmware and they were sparse and confusing. They seemed to assume that I understood basics and terminology that was unfamiliar to me.
Online support is awful.
I suspect these issues are reflected throughout the product line, and would not recommend Synology products unless the user were to be an IS professional.

I had an issue with my 2 drive NAS unit. Got through to customer support within about 4 mins. Spoke with a tech (Shamontae), he helped me with my problem as well as giving me a wealth of knowledge about the system. Probably the best customer service interaction I've ever had with any company. Good work!

I have had the DSplay214 NAS for a few years now with no issues.

I decided to try Synology's router range. The new RT6600AX WiFi 6 was the one. Replaces my BT Smarthub 2

After a week of running it, i am very impressed.

The Hardware and GUI is up to Synology's high standard. Easy to setup and use

So frustrating that I can access my NAS by web address, but their Synology Assistant utility can’t seem to find anything. So why don’t the people that make it try it out first before throwing it up on their web site for the public to have to suffer with? I am done with Synology and will be looking for another NAS with better reviews.

A lot of criticism of Synology's NAS drives seems to come from those who expect them to function as straightforwardly as a standard external hard drive - they don't. There are some complexities to setting them up properly and a basic understanding of IT/networking is a minimum.

I have had a 4 bay 416 play for several years now and it has been fantastic, and upgrading my drives to larger ones (an in place replacement) was as painless as it could be.

One star dropped because the UI/functionality of the onboard OS is still a little lacking in places and confusing in others, but overall have had several good years of service from the product, and would buy another if I was in the market for another NAS enclosure.

Synology’s regular firmware update not only secures my router/NAS from vulnerability, but also brings new features to my router/NAS. They really are future-proof products.