Promise NS4300N NAS

I’ve been a reasonably big fan of Promise in the past; their PCI IDE cards worked well, their PCI SATA cards worked well, their 16 Channel SATA2 RAID5 PCIe cards worked fine, and their NAS box seemed like a really good buy.

When I first got the box almost two years ago it worked fine; it had a few issues (like the lack of hard drive spin-down, even though there tech support insisted it had it)… but in general it was a reasonable buy.

A week ago I invested in some 1.5TB Seagate SATA2 drives to upgrade my Promise, their web site indicated that the new firmware that was just released supported the drives so I felt fairly confident in buying them.

Well, the answer is, you can four 1.5TB drives in the box, but you cannot use more than three of them in a RAID array… seems like maybe they never tested it with four drives (wow — a four drive NAS not being tested with four drives).

What happens i that you can build out all the drives, put content on them, but when you reboot — the box complains of file system errors and the only thing you can do is start over — losing the content of your RAID (I hope you haven’t depended on your RAID actually being fault tolerant… if you have you’re SOL).

I figured yeah, this is a bug, I’ll just file a trouble report with Promise and get an ETA on a fix.

I submitted the trouble report (after having to go through way too much of a hassle to setup an account there), got a confirmation email that indicated I’d get a response within one business day…

Let’s see, that’s been almost a week ago — and I don’t have an ETA on a fix, I don’t have any response from them (not even one that says that they’re looking into it — aware or it — or anything).

Let’s face it, if a vendor can’t meet the low-bar expectations they’ve set by actually providing a reply within one business day, what confidence should I have in them that they will ever be able to actually fix the problem and maintain reasonable quality.

All I have to say is that I’m glad my last two RAID controllers came from one of Promise’s competitors — and I guarantee you my next RAID controllers and NAS boxes will likely not come from Promise!

Originally posted 2008-11-20 12:00:04.