Dead-on-arrival TB504 Enclosure—Support has stalled for more than a week
I purchased the ACASIS 80Gbps 4-Bay SSD Enclosure (Model TB504, Order #ACSP47907) and it arrived 8/12/2026 completely dead on arrival (DOA). I tested it on 8/13 and 8/14 and reported it to them on their website and by email on 8/14. They replied on 8/16 asking me to do troubleshooting steps I had already written to them I had done. The front power light illuminates, but the built-in controller completely fails to register at the hardware level. As a retired technology consultant with 40 years of experience, I performed exhaustive cross-platform diagnostics. I tested the unit on both an M2 Mac mini (macOS Sequoia 15.7.7) and a Lenovo ThinkPad X1 Yoga Gen 8 (Windows 11). I verified the system trees in the Mac System Information, checked Device Manager in Windows for hidden or problem devices, tested multiple certified Thunderbolt 5 cables, in different Thunderbolt ports, reset the Mac's SMC/NVRAM, and tested different slots with and without a WD_Black SN850X SSD installed. The enclosure is completely invisible to both operating systems. I provided this exact, detailed technical breakdown to ACASIS support a week ago, 8/16. I was told my case had been forwarded to the product department so if a replacement was necessary, they would be happy to arrange it, but communication has completely stalled. I am posting this review to get a prompt response from management so we can expedite a replacement or a full refund under their 30-day trial and 2-year warranty policies. I am hopeful the product is as good as advertised and I just got a lemon. However, communication with support has been very poor. I would like this issue to be resolved. I wrote this review on 8/22/2026. Today is 9/8/2026. Acasis finally refunded my purchase price for the TB504. It took calm persistence, repeated emails, and polite reminders of their stated warranty policy. The return and refund process was not quick or simple but it did result in almost a full refund. For some unknown reason the refund was $9.43 less than what I paid but I'm not going to quibble over that. I'm just glad the process is finished. I hope Acasis gets the bugs worked out of this product. If it lives up to it's specs it will be a great Thunderbolt 5 device. I'll update the review to 3 stars because they did finally refund most of my purchase price. I will advise you if you're going to purchase an Acasis product, keep all your original packing materials - EVERYTHING, document your installation - every detail. If the product fails, test the product on more than one computer, use more than one cable, more than one port, check system information, device manager, ask AI to help you diagnose the problem, but above all, document everything you do BEFORE you report the problem to Acasis. Don't wait too long before you report it, either. The sooner the better. They respond a lot better to someone who has done their homework. Good luck.