Citizens! Give a chance to support

My post is a post of outpouring of positive feelings and emotions, a post is practically a declaration of love for one company that pleased me with the quality of support.

So the story is.

Acquired in late August in the online store Synology DS411j . Could not get enough. Received aesthetic, moral and other possible (within reasonable limits) types of satisfaction (I ask without obscenity), which, in fact, already wrote here on Habré.

However, after a week during the power failure of the house, I had to turn on the device again (before, after the first power up, the device worked 24/7). But we could not join us from the first time. And not from the second. As it turned out , the problem is not new.
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After reading the forum, I decided to write to the support, because I didn’t really want to send the device to Kiev under warranty ...

Then bring the events in chronological order.

September 20, day

He left a request on the company's website on September 20th, filling out forms in Russian.

September 20, evening

The message of the robot has come that the application has been accepted for processing. In Russian.

September 22, day

I received a letter from the support in English (for which, by the way, apologized), with possible reasons: either b / p or motherboard can cause the reason I described. They also asked to write them contact information for sending me a new power supply by mail. They said that if this does not help - you need to contact the service center at your place of residence - they will exchange the MP.

September 22, evening

Sent details for sending the parcel.

September 23, day

They wrote that they sent a package that will arrive at my home within 10 working days.

September 29, the day. PROFIT !!!

Received the package, connected to us, and it all worked without problems.

Afterword

As it turned out, the power supply unit that came with us was released in May 2010. Apparently, the defective party, as they knew in the company. The sent power supply unit dates back to February 2011. Clearly fresher.

In a word - the most positive feedback on the support of a wonderful company that produces excellent products. For this they are a special thank you.

Well, the general conclusion: it is not always necessary to contact the service center. Start with the official support. I have no doubt that under the guarantee I would have done the same thing, but it would take much more time, and I would have to pay for the shipment ...