I’ve been having some problems with my drobo just after I bought it. So I called tech support. They sounded like it was SUCH a bother to help me. But anyway, they asked me to create a drobo diagnostic file from dashboard and send it to them. So I did and posted it to them. They looked at the file and said that my drobo was fine. We’ll obviously it not, otherwise I wouldn’t be calling tech support. So I tried to look at the log file I sent, it for some reason it’s encrypted…
So I asked tech support why is it encrypted, and to please send me a copy of the decrypted report. They said they CAN’T because it’s company policy not to give out information like that.
Wait, they can’t give me a readable copy of a report ‘I’ sent them, about ‘MY’ drobo? Isn’t that a violation of the Freedom of Information Act? Not to mention unethical since it’s MY drobo. It’s like a hospital refusing to give a patient a copy of their medical records, after saying they are A OK, when obviously they are not.
If you are reading this Data Robotics, why the secrecy?
There are only a couple of reasons I can think of. None of which are good for you, the customer.
The log file contains info about you and your system that people would not want to generally share.
After the warranty ends in a year and tech support in 90 days, they don’t want you to be able to self diagnose problems, forcing you to either purchase an extended drobocare contract, or buy a new drobo unit, if something goes wrong.
I would like to see a response from someone at data robotics, explaining this to customers who have supported your company. And I don’t want to hear the excuse that people wouldn’t understand the log file, or that drobo is designed to be easy, so the customers would never need to read the log file. Making the log encrypted is an extra step specifically designed to prohibit the user from any technical insight into the unit. WHY?