Improve your suppor...
 
Notifications
Clear all

Improve your support experience

(@luoto)
New Member

It feels that things have gone downhill with the OWC "integration".

I have a RAID problem with Softraid6 that appeared after upgrading from version 5. I followed the instructions given with the pop-up and took contact with support. So far a very patchy response and no solution.

 

13.4 Case: 01148989 Error in Softraid status partition created. Promise from support 

"Let me ask the engineers if they can fix this for you."

 

14.4 I requested if there was an update as I heard nothing (no reply given)

17.4 I further requested if there was an update as I heard nothing (no reply given).

20.4 Posting this today as, you've guessed it, no response given.

 

Over a week with an error on the RAID reported by your own application is not good. The data is holding up, allegedly, but the error message about problems with the RAID was hardly helpful in its own right.

 

I am quite disappointed it must be said. The "old" Softraid support was blindingly responsive.

 

Quote
Topic starter Posted : 20/04/2021 4:56 am
(@softraid-support)
Member Admin

I cannot fix your issue myself. Requires a software engineer.

I issued a ticket and it is waiting for engineering to try to fix this. Its an hour task for a senior engineer, maybe more.

I understand your complaint, but repairing a status partition on a disk is not trivial and must be done with great care. So it has to be approached with a clear mind. Something like this is day to day, waiting for a break in schedule so they can repair it.

Your volume is mounting, so it is not mission critical. Hang in there.

ReplyQuote
Posted : 20/04/2021 9:41 am
(@luoto)
New Member

Thank you for the response. It would have been good if whoever answered the first mail had communicated on the same day what you've said, e.g. it can be a longer fix, an estimation of the work queue and more importantly reassurance that the data is mounting and there is no immediate loss of Raid functionality or data. It would also have been helpful for someone to REPLY to the various emails sent (including yesterday's) asking for a status update, rather than just ignoring the customer. A simple thing to resolve, especially the latter!

Now after over a week of escalation it would be good to get an indication of where one is in the queue, so expectations are managed. Can you reply either here or via the open support request that was made externally?

Thank you.

ReplyQuote
Topic starter Posted : 21/04/2021 12:47 am
(@softraid-support)
Member Admin

I will get you an estimate today. this is on day to day, when engineering time is available.

 

ReplyQuote
Posted : 21/04/2021 11:03 am
(@softraid-support)
Member Admin

Engineering is going to try to get to it by Friday, there may be a window to figure this out today.

ReplyQuote
Posted : 21/04/2021 1:34 pm
(@luoto)
New Member

Thank you. I can confirm I received email overnight with something to check.

ReplyQuote
Topic starter Posted : 22/04/2021 3:44 am
Share:
close
open