Refurbed NAS Customer Service Failure
After careful consideration I chose a UGREEN NASync DXP4800 Plus (Refurbished) rated Premium 95% new. It offered a 3-month warranty and 30-day return policy for quality issues. When I started it I immediately noticed a horrible clicking sound coming from base of unit. Possibly from faulty CPU fan. I submitted a service return request and heard nothing for 3 days. I went on chat and told the agent my issue and they ask for me to scan the serial number for a return. After getting the SN, they wrote simply... "Apologies. this is a refurbished NAS. Generally we're not allowed to return refurbished NAS devices." I said the website clearly states this product has Return period of 30 days (for quality issues.) The reply... Noted, I'm sorry, I'm not in control on how they display the website. They made me wait another two days. Today I was asked to edit the BIOS to turn off the fan and troubleshoot. I submitted a video with the horrible noise. Customer support thanked me. They were just about to give me the return instructions when I got this email... "I apologize, you can disregard the previous email. We're not allowed to return refurbished devices." So I am back to square 1. This is my first experience with this company and its products. Not a great first impression. At this point I want to return this unit and go another direction.