Ron C.
Posted
Disappointing Experience with Slow Shipping and Poor Support
Purchased a server that took longer than expected to ship. While still within the warranty period, I began experiencing SMART errors on multiple drives - a clear early warning sign of impending drive failure. When I contacted support for an RMA, I was told I need to provide iDrac screenshots showing drive failure before they'll process replacements. This policy is problematic for production environments where proactive maintenance is critical. Waiting for complete drive failure before getting replacements puts business operations at risk. Even more frustrating, I offered to purchase replacement drives directly to minimize downtime, and they didn't even respond to that request. This level of unresponsiveness is unacceptable for any business relationship. Additionally, response times from their support team have been consistently slow throughout this process. For the premium price point of this equipment, I expected more responsive service and proactive support policies that understand enterprise needs. The requirement to wait for full drive failure rather than addressing SMART warnings, combined with ignoring reasonable alternative solutions, shows a fundamental lack of understanding of how mission-critical servers operate. The fact that this happened while still under warranty makes it even more disappointing. Would recommend looking elsewhere for enterprise-grade server solutions with more responsive support.
Response from NewServerLife· Jul 16, 2025
Thank you for your feedback — we’re sorry to hear about your experience. Your RMA request came in just before the warranty expired, but unfortunately, we couldn’t confirm drive failure based on the information provided. As per our policy, we do require evidence (like iDRAC screenshots) to process replacements — this helps us ensure fair and consistent support. Regarding your request to purchase drives: at the time, the models you needed were out of stock. We later offered replacements, but understand you had already made other arrangements. We appreciate your concerns and are actively working to improve our response times and support processes. Your feedback helps us get better.