Faulty NAS / HDD

[JohnFol]

So to cut a long story short I bought an ICY Box with 2 1TB WD drives. 1 drive repeatedly fails and results in a reformat and rebuild of the RAID. I've been advised by Novatech returns dept that I should return just the drive.

Now found out that the drive has been tested but because I didn't return the NAS they can't be sure it's faulty. Conclusion is they will send it back to WD for a refurbished drive to be issued to me. So I have 2 questions that I hope you can help with

1) I'd like to get my backup device working and would be more than happy keeping my trade with Novatech. However I don't believe I am under any obligation to accept a repair within the warranty period. Could someone let me know what Novatech policy is?

2) The NAS, firmware, cables, compatibility etc. have not been tested so even with a new HDD it could potentially happen again. As the Novatech policy seems to be "speak to the manufacturer" where does this leave me with Raidsonic as 1 supplier and Western Digital as the other?

Any thoughts and guidance welcome

[Mike]

Hi JohnFol

Outside 28 days the warranty is for repair/replacement if an item is tested by us and found to be faulty.
If you purchased the NAS as well as the drives from us then we can take the NAS back and test it with the drives if you wish.

Can you PM me your returns number and I'll take a quick look.

[JohnFol]

Hi Mike, tried PM'ing you but having problems so here's an update for you.

HDD was returned and after 3 weeks Novatech arranged a new drive to be available for me in Reading. (cheers chaps!)

Picked it up, and spent a frustrating weekend trying to get it to work. NAS and both drives returned. I found out today that 1 drive and the NAS are faulty.

I appreciate that with hindsight things may have happened differently, however I've now been without a backup solution for just under 5 weeks. It seems the returns process "resets the clock" each time the next piece of the puzzle is checked.

So I guess the question is, irrespective of the relationship you have with your suppliers, what can Novatech, who my contract is with, suggest as the best way forward?