Brand new Pegasus2 R6, one disk DEAD within 24 hours!!!

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  • Last Post 02 July 2017
Palle Jensen posted this 30 June 2017

Hi

I purchased this unit june 2/ 2017. Within a few hours the unit started beeping ending with a constant tone. Turned out one disk was dead (96 bad sectors). How do I get replacement? I live in Denmark and got the unit through Humac (Apple Premium Reseller) as a special order.

I have filed a support request but something has gone wrong there, as I cannot open my report anymore, and no one seems to care.

The serialnumber is QV0066015062.

When I tried to make a new request I could not do it since serial was already used!!! But the supportcase is not accessable. Highly frustrating.

I have replaced disk with a seagate disk of approved type and size, and the Pegasus is working as it should.

It is highly frustrating that in circumstances like these NO direct email is available to write to support.

Palle GreyT

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Richard Oettinger posted this 30 June 2017

Hi Palle,

If you registered the unit at the Promise support site and created a support case, you will have received an email with the case ID. Promise support would need that case ID to help you.

If you go to https://support.promise.com/ there are many phone numbers you can call for help.

~ Richard

Palle Jensen posted this 01 July 2017

Richard...

I did that, but the case will not open, its like a dead link. problem seems to arise after I changed the serialnumber!. because the first one i entered i had gotten from the utility. turned out it was for the motherboard! so I found the unit and noted the serial on the label on the back. then changed serial in the case. after that nothing has happened and i CANNOT connect. I am rather desperate.

the supportcase is #20170621 033148S

One thing is I had to supply a new disk myself, thats a practical matter, but this empty supportspace bodes bad for future uses of Promise products

I live in Denmark and I find it a little worrying that I shall call the states by phone to get any further. a "onetime" email supportnumber will be appreciated. 

To me it seems  Promise is relying completely on the faultlessness of their supportsystem... well my experience is different

hope you/someone will get this going again

Palle

Venkatachalam Settu posted this 01 July 2017

Hi Palle,

If the case is not opened, you need to disable the pop-up blocker. Some browsers block Pop ups , so use the below link to disable the Pop up blocker.

http://kb2.promise.com/KnowledgebaseArticle10338.aspx?Keywords=browser

I have sent you an email. Please check your email and provide invoice copy of the product to process the replacement.

I apologize for the inconvenience caused.

Thank you.

Palle Jensen posted this 01 July 2017

Great, somehow I got a mail now on this case, but when I log in I can see the casenumber blue as a link, but nothing shows up when I click it... there  is a blue line moving to the right, no extra window opens.

I see from the text in the mail that a copy of my invoice is awaited... but how and where shal I send it when the 'case' will not open???

Venkatachalam Settu posted this 01 July 2017

Hi Palle,

Please disable the pop-up blocker on your browser. Can you refer the below link?

https://kb.promise.com/thread/my-case-does-not-open-in-promise-e-support-web-site/?order=all#comment-0f207efe-960b-4fa9-a05c-a5b6009ce6bf

Also, I have sent an email to you from my mailbox. Kindly reply to the email with invoice copy to proceed further.

Thank you.

Palle Jensen posted this 02 July 2017

Ok

that did it. I did not have the problem when first entering the supportcase, but possibly the item was checked after a recent OSX update :-)

btw I run Safari 10.1.1, The helpful link you point me to shows Safari 6 versions. when you have time it would be nice to have newer screenshots

 

kind regards

Palle

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