The tale of Amazon and the imported Qnap Nas

2 Qnap NAS boxes
Which one is the grey import?

I have almost no words for what’s happened recently with my Qnap NAS.

I decided a while ago that it was time to replace the server in my bedroom with a QNAP NAS. I had it with the heat during the summer and frankly it was long overdue. Plus a few people recommended them to me, plus pointed me at NAS compares. I bought the NAS from Amazon.co.uk as it was the cheapest by about 100 pounds, plus they had the 8gig version of the TS653D. Almost everywhere else had a 4gig only version. I knew I needed a bit of memory as I was going to replace my ubuntu server, which ran at 45-70c depending if it was transcoding for plex.

I bought the NAS from Amazon.co.uk https://www.amazon.co.uk/gp/product/B0896YVN5L. There was no mention this was coming from America as a grey import. After I bought it I noticed it came from Texas, USA with via UPS and it took about 10 days. I didn’t think too much about it once it arrived, got it set up and moved all my data over (this took weeks!). However when I tried applying for the 5 year extended warranty thats when things got interesting.

5 years of warrenty

Having applied to Qnap, answered their questions, I sent them the invoice which I got from Amazon. However Qnap replied with.

From the invoice, this is sold by Amazon Export Sales LLC, and the customer also pay the import fee, the customer should know the unit is not from local distributor.
The note says: “Only products that are sold and purchased from the same region are eligible for a warranty extension.”. 

Please confirm with Amazon.co.uk that the NAS unit came from UK (distributor) and not from US.

We went back and forth for a while but I got back on to Amazon. They insured me the NAS is a UK model. Qnap of course were not budging, the serial number wasn’t right and regardless if I bought it form Amazon.co.uk it was a grey import. I did think it was strange it was coming from America but I just thought it was where the stock was from. Plus Amazon kept confirming its a UK version.

Then finally I got into an exchange with Amazon customer services.

10:53 PM QNAP won’t provide a warranty for the NAS because its not a UK/EU NAS I bought it through the amazon.co.uk with pounds but say its a US version
10:54 PM Rizzwan | I can see it is Amazon global store order. Allow me a moment to connect you with them for further help.
10:55 PM Global order? I bought it through amazon.co.uk

Then Rizzwan was replaced by Tamsyn…

10:55 PM Tamsyn has joined and will be ready to chat in just a minute. Tamsyn | ​This is Ta​mmy from Amazon. ​ I’ll be assisting you.​
10:57 PM Here is the email I got from QNAP… (same as above)
11:00 PM Tamsyn |  Yes it is from a UK distributor
11:01 PM I need something from Amazon to prove this, as QNAP won’t extend the warranty otherwise I have given them the invoice already
11:03 PM Tamsyn | what is the for the return ?
11:05 PM I don’t understand?
11:05 PM Tamsyn | what is the reason for sending the item back ?
11:07 PM I can’t get a extended warranty for the QNAP NAS
11:08 PM Tamsyn | Reason I’m asking is because I can refund you
11:09 PM Its a sub £1000 device and want to make sure it doesn’t go wrong, so the extended warranty is important Can I exchange it instead? because all my data is on the device now
11:09 PM Tamsyn |  cannot exchange
11:10 PM Do you have anything else I can send to QNAP to prove its a UK/EU version? They want proof – “Please confirm with Amazon.co.uk that the NAS unit came from UK (distributor) and not from US.
11:12 PM Tamsyn | We can send them an email what is the email
11:13 PM Its done through their support forum- as the email is no reply – noreply@qnap.com. If you can send me something I can try and get a email to send to them I’m sending them this… “I am talking with Tamsyn | Customer Service Amazon.co.uk and they confirmed it is from a UK distributor – Tamsyn is asking for an email address to forward you details of the UK distributor”
11:17 PM Tamsyn | yes that is fine
11:17 PM Is there a email I should ask QNAP to contact you on?
11:18 PM Tamsyn |  yes
11:18 PM Thanks… you understand why I don’t want to send it back but I really want to get this sorted out because I want to keep it for at least 3 years 11:19 PM Tamsyn |  Yes I understand 🙂
11:19 PM Thanks QNAP are slow to reply, so is there a way of holding the return based on the outcome of this conversation with QNAP They usually take about 2 days to reply
11:20 PM Tamsyn | okay that is fine
11:24 PM Thanks, and I guess once I hear back from QNAP I join this chat again Just for reference I’m talking with Gerry ********* from QNAP… “From warranty information, it shows the NAS unit was sold from Amazon US and not Amazon.co.uk
Please confirm with Amazon.co.uk that the NAS unit came from UK (distributor) and not from US.

Then out of nowhere Tamsyn was replaced by Collen…

11:30 PM C Collen has joined and will be ready to chat in just a minute. Collen | Customer Service Hello, Ian Please note this was a global store order Sold and shipped by amazon US Order Placed: Tuesday, 3 November 2020 (GMT) C
11:33 PM Hold on Tamsyn said it was sold from a UK reseller a moment ago
11:34 PM Collen | Customer Service Please look at email from Tuesday, 3 November 2020 01:51 (GMT) C
11:39 PM Collen | Customer Service Global Store Amazon Marketplace order with Amazon Export Sales LLC C
11:45 PM Collen | Customer Service Do you wish to return the item for a refund? C
11:45 PM I would like to do an exchange as I am using the NAS, Ok I see it says Amazon Export Sales LLC This was not clear on the site when I bought it.
11:48 PM Collen | Customer Service We can only refund a USA item only on return We cant replace it C
11:48 PM Right I see, can I get a UK version then return the old one?
11:49 PM Collen | Customer Service Yes C
11:51 PM This was not clear at all when I bought it on the site
11:51 PM Collen | Customer Service However you will need to re order C

So in short Amazon mislead me by never making clear this was a grey import QNAP NAS. Yes when I got the invoice, I could see it was coming from Texas but it was too late by then. Simple as this, customer service lied to me and to QNAP.

Cheeky!

In the end Amazon/Collen did send me the return details and I had 7 days to return the QNAP NAS back to Texas. Annoyingly I had to print the return slips and I don’t own a printer, luckily colleague Jimmy helped out by printing them out for me. In the mean while I got in touch with QNAP, they pointed me in the direction of Scan.com and I was able to buy and get almost the exact same model sent to the next day. I say almost exact because I opted for the 32gig version as I was considering add more memory anyway and this would save me a lot of hassle.

Telling enough, Scan.com when I called them to confirm the speed of delivery, told me a few other customers have had the same problem with Grey imports sent from America and bought from Amazon.co.uk.

With the clock ticking, I was worried it was going to take forever to move everything across but I found it was super quick when I found this guide to move from one device to another. Pretty much start the NAS, update the firmware and slot the disks in the same slots. The migration took about 2hours in total, which is amazing. I was wondering about taking time off work to get this sorted but there was no need.

QNAP nas's
Which one is UK and which one is American?

Just enough time to take some pictures of them side by side then box up the grey import/amazon one, add all the labels then take it to the UPS drop off which just happened to be in China town. Can’t tell you why I didn’t get a taxi or take the tram half the way there, but it was certainly a work out for my lockdown arms.

4 weeks later I received my full refund from Amazon.co.uk and I’m sitting pretty with my QNAP NAS with 5 year warranty.

Author: Ianforrester

Senior firestarter at BBC R&D, emergent technology expert and serial social geek event organiser.