I forwarded his letter to Data Robotics and heard back quickly from Mark Fuccio, senior director of products and markets at Data Robotics. He immediately rose above the details of Mike's case to point out, "This interchange shows the limitations of email as a medium," he wrote. "Both parties are exploring issues that the other only partially addresses." He did a very sensible thing: Called on a member of the support team to pick up the phone and call Mike to get all his issues sorted away.
I checked in with Mike to see how that turned out.
"A most excellent support rep called me," he reported. "She went way beyond anything I've seen before. She was polite, knowledgeable, well informed about my case, and kept sending me truly useful ideas for several days. Apparently they've got some very good people working for them."
Though his opinion of Data Robotics support improved after his phone support experience, his drive was beyond repair.
"She told me Drobos can fail with a power outage or OS crash," he said. "That's not surprising, of course. So I ended up buying 2TB of network attached storage and sharpening up my backup regimen, which is what I should have done in the first place."
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