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Drobo customer service could use an upgrade

Started by frumpa · 11 months ago

Yesterday Drobo released a new model of their “robotic storage” which provides Firewire 800 connectivity, in addition to the USB ports of the original model.

I purchased the USB-based Drobo 12 days prior to the announcement of the new version. Had the Firewire version been available, I would have purchased it. I went to the Drobostore.com [...] ... Continue reading »

3 comments

  • Mike

    11 months ago

    Hello Al. Did you get anywhere with Drobo. I have been dealing with them today about returning my unit also and they have been very uncooperative. Horrible customer service. For months they had a 30-day money-back guarantee and then they did a huge promotion with the Macbreak Weekly podcast. This was clearly just to dump a bunch of old drobos which are now worth "nothing." And now they have NO mention at all of returns on their website PERIOD. I am waiting for a call back from them but I am not holding my breath.
    reply
  • frumpa

    11 months ago

    Mike,

    I haven't followed up with them yet after getting the initial rejection. As you saw on the Typical Mac Users site, they recommended taking this to PR. I haven't done that yet. Not sure I will.

    I ordered my Drobo combo using the promo code from Cali Lewis on GeekBrief.tv. Initially I thought I was saving money, but now I feel as you do, that they were just trying to clear inventory since the promo codes were only good through June 30th and the new version was released a week later. Hell, even Apple runs their inventory down so there's less in the channel and still will swap it out.

    I disagree that the original Drobo is worth nothing. Sure it's value has decrease. If it wasn't for the poor customer service, I'd consider taking the loss of buying a new one and selling the used one at a loss. Heck, I still have all the original packaging AND the protective plastic sheet still on the front and back so it's a used unit but "like new" or "excellent condition".

    -Al
    reply
  • Mike

    11 months ago

    Yeah. When I get home and out of this huge iPhone line. I will email you what I sent them yesterday. It was quite a verbose rant. Based on that I hope to have this settled once and for all today.
    reply

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