incompentent, irresponsible & terrible customer service

★★★☆☆
3.4 / 5
From 5 reviews
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  • Quality of website

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Juako's review of Span www.span.com

★☆☆☆☆

“incompentent, irresponsible and terrible customer service”

Written on: 24/09/2013 by Juako (1 review written)

DO NOT ORDER FROM SPAN.COM!

We ordered a netstor chasis from span, a few months ago, they sent the wrong chasis and refused to take it back, so we decided to move forward and try to get it to work, After a few failed attemps we adapted out whole system to make it work, but this time we ordered the one we originally needed.

it arrived missing half its components and the wrong raid card included, they took 4 weeks to send another (wrong card) and another 2 weeks to send the proper one but missing half the cables required.

2 weeks later (today) we received the final card, when asked for support they washed their hands and pretty much left us to fend for ourselves. we finally got the thing working when we called netstor directly.. to Taiwan.

3 months later we are still working half capacity because two of the cables are missing

stay away

  • Netstor chasis

    Goods purchased & cost

  • A few weeks late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Robspan's Response to Juako's Review

Written on: 28/03/2014

Dear Ultramarine Films Limited,

Your review is untrue and misleading in almost every regard.

You ordered a ePCIe chassis, which requires a RAID controller card. This is clearly explained as part of the product name, and in every part of the product description.

You wanted to return a different chassis, which you had purchased a month previously, which we agreed to, even though it was out of time, and you had thrown away the packaging.. You then chose to keep the old chassis and not return it to us.

The chassis you bought was not missing any components. There was no RAID card because you did not buy one. You have not bought any RAID card from us at any point.

The only error we are aware of is that Netstor supplied a v1 connector card with a v2 chassis. As soon as you informed us of this, we obtained the correct card as quickly as possible.

We have given you support whenever you have asked for it, there is no question of us "washing our hands" of this. We told you the same thing Netstor told you, i.e. you need a RAID controller card.

Your comment about half capacity & two missing cables has got us scratching our heads. Perhaps you have fitted an 8-port RAID card (not bought from us) into the chassis, rather than a 16-port RAID card that it was designed for ?

If you wish to discuss this further, please contact us directly.

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