UTMike Loc: South Jordan, UT

I wonder if G Tech is the next company going under? I purchased a GRaid external hard drive and in setting it up I had to select a model number from a drop down list. The model number on my serial number label did not match any of those in the drop down. Rather than mess up 12TB of back up, I called G Tech support. I waited for almost 15 minutes and when I received an answer, I explained my problem. They then transferred the problem to another person (obviously outside the US). This person could not explain how to find my model number. He put me on hold and said that they were too busy and they would call back.

Today, two days later, I still had not received a call. I went to the chat line for G Tech. I posted my question and was put on the chat line. I was informed that I was #2 in line and the average wait time was 01:14. The time wound down, but the message assured me that they were getting someone. 31 minutes later the message changed. It said that they were busy and to try later. No statement that they had bothered to save my email or anything like that.

Up to now, I thought that G Tech was a reputable company. Is there something going on that I missed? Should I return the external hard drive to B&H?

letmedance Loc: Walnut, Ca.

Look on the bottom of the case, it will be something like GR200.

PixelStan77 Loc: Vermont/Chicago

I would return it to B&H. You have had enough poor service.

UTMike Loc: South Jordan, UT

Yes, but the drop down list has selections that are 12xxxxxx.

letmedance Loc: Walnut, Ca.

Check your invoice from the supplier, a model number should be listed.

Drbobcameraguy Loc: Eaton Ohio

Or on your receipt.

TriX Loc: Raleigh, NC

Honestly, if you want to implement a RAID solution, I would simply attach external drives and use the native capability of the OS (either Mac or Windows) to do the RAID management/striping. If you have a Windows desktop, it’s easy - just mount the drives in the case. If you have a Mac or a laptop, then you need an external JBOD (just a bunch of drives) enclosure with fan cooling. No support required - just plug in the drives and set up the RAID groups from the OS.

bdk Loc: Sanibel Fl.

I would have had it on the way back after the first day. I recently bought a1 tb SSD , for thelife of me I couldnt get it to connect. I called tech support. ON hold for 20 minutes, disconnected, on hold a second time. no one ever answered. It went bacxk the same day. Too many companies work hard to get your business. They deserve it if they help and deserve to go out of business if they dont.

UTMike Loc: South Jordan, UT

GUYS, the point is I know the serial number and the model number listed on the box/receipt. The problem is that the drop down list on the G-Tech site uses a series of number 12xxxxxx. These numbers are similar to another number on my box (12000GB Silver NA), but none of them match this number. In that there are several 12TB choices, I am not interested in making a mistake.

My major point, however, is that G Tech appears to have completely detached itself from customer service as far as I can tell. I am not sure I want to buy a product from a vender that I cannot reach.

NJFrank Loc: New Jersey

Mike if they have you jumping through hoops now to set this up. How much confidence could you have in this company. Down the road if you have another issue you just may end up with a paper weight. If it were me I would return it.

rmalarz Loc: Tempe, Arizona

Mike, it seems most tech companies, especially the ones with which I've had to deal, are lacking in tech support. Most view support as a necessary evil and don't wish to put a lot of financial investment in it. Add to that that most support people are working from home these days, and the situation gets worse.

Just a couple of days ago, I had to contact a support person for a tech issue. It took about 15 minutes to get through the menu and automated voice prompts. Then, another 15 minutes on hold waiting for a techie to respond so I could file a support request. While discussing the issue, I could hear a rooster crowing in the background. I asked about that and was told the tech was working from home and they had a small farm. We both chuckled about the unexpected sound effects.

So, G-Tech may not be as responsive as one may wish, they are probably feeling the same limitations most everyone else is at the moment. I know this doesn't help much but the times are what they are. Hang in there.
--Bob

jbk224 Loc: Long Island, NY

Yes. And run to the post office.

jerryc41 Loc: Catskill Mts of NY

I've enver put much faith in customer support. If I can't find the answer online - or here - I forget about it.

JBRIII

I have noticed similar problems with many sites in the last year. Some answer the phone, but never emails, etc. Don't know if everyone is home due to COVIDs and companies don't allow work from home due to security issues or what. For example, government (US) no longer allow personal computers to access anything beyond public data sites. Have to used a goverment provided computer even for email. If companies are like this, but want to provide computers and worker are at home, then no service.

xposure

G-Tech is now owned by Western Digital. Try calling their store for support.
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