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There's a misunderstanding, I don't defend Synology's decision. I'm just stating that from my experience it is unlikely that especially Customer Support would

There's a misunderstanding, I don't defend Synology's decision. I'm just stating that from my experience it is unlikely that especially Customer Support would step up and complain about such a decision, it would more likely be R&D, Product or Sales. Not to throw shades at Customer support at all. They are the ones dealing with the pressure of fast resolution time per case vs. large complexity to identify root-causes across different HDD-vendors, it's reasonable that they highlighted the difficulty here and someone thought he found the "silver bullet"...

j45 1y ago
Customer feedback is feedback from Sales. Post sales, the feedback comes from customers. Pre-sales, it might be heard from sales. R&D and Product might not get real world input or feedback as directly as the actual paying customers. Maybe it's just me.
pixl97 1y ago
>especially Customer Support would step up and complain about such a decision As a life long customer support person I disagree. Customer support would 100% complain about this as they get to deal with pissed customers that have a completely good, decent manufacture drive that won't work and you are the anvil of which they will beat their hammer upon. R&D/Product are much more separated from the pissed customers. Support is the first group that gets beat by issues like this, followed by sales.