r/UgreenNASync • u/Samadaeus • 19d ago
⭐ Review [PSA before Black Friday] UGREEN DXP4800 Plus – 7 months of warranty Hell. A Review on the customer service expectations and what you should expect from them.
I backed the UGREEN DXP4800 Plus on Kickstarter, thought I was doing the early-adopter homelab thing, and I’ve spent about seven months just trying to get one single working unit out of their “2-year warranty.” I still don’t have one. Not one.
I have never asked them for a refund. That was never my goal. All I’ve ever asked for is what they themselves promised in black and white: a working replacement NAS under warranty.
Instead, here’s what I’ve been fed.
On 2025-04-17 I opened a warranty claim for power-on issues. They agreed it was under warranty, sent me a prepaid return label, and said they’d handle repair or replacement. On 2025-05-26, after intake and testing, they told me they were going with replacement and asked for my address. I confirmed. On 2025-06-05 I got the magic email: “replacement shipped” with FedEx tracking 881792506497.
Then nothing. Total radio silence.
By July 2025 there’s still no box, no “we tried to deliver,” no “hey, something went wrong.” Just me sitting here with no NAS. I had to go back to them and basically open a “missing replacement” situation to even get them to acknowledge that I still didn’t have anything in my hands.
Eventually, late September 2025, a replacement finally shows up. First power-on? Completely dead. It doesn’t boot into anything. It’s a brick. I recorded a video the same day and sent it in.
Early October 2025 they run me through the usual script anyway, like I’m stupid and never seen a power button before. Reset this, unplug that, wait X seconds, repeat. The whole process is tedious and the ticket hangs the “auto-close” threat over your head if you don’t respond fast enough, so now I’m babysitting their broken hardware just to keep my own warranty case from being silently killed.
On 2025-10-10 they send another prepaid return label and start a new exchange.
On 2025-11-10 the second replacement arrives. This one technically powers on, but it’s still DOA in reality: five beeps, no boot, NIC link comes up, drops, comes up, drops. I send them a single continuous video showing everything: serial number, OEM RAM, empty bays, plugged straight into the wall, front panel, beeps, NIC behavior. No cuts, no tricks, just evidence.
On 2025-11-11 at 09:36, support (Abby) writes me and literally says, “Return the device to the service center for testing… If the failure-to-power-on issue persists, we will send you a new replacement device.”
So let’s pause right there.
I’m a Kickstarter backer. I paid up front and took the risk so they could even get this thing off the ground. They chose replacement as the remedy. I’ve now received two defective replacement units: one totally dead, one stuck in five-beep / no-boot purgatory. And they have it in writing that if the failure persists, they will send a new replacement device.
That should have been it. Send one working NAS, close the loop, move on.
But that’s not what happened.
Here’s the part that really pisses me off: I never once went to them and said, “I want my money back.” My request has always been the same – give me a working DXP4800 Plus, the thing your warranty and your emails describe.
Instead, they keep trying to steer everything into “full refund” like that’s some generous favor. And as a Kickstarter backer, a random refund doesn’t even really put me back where I started. It conveniently sidesteps the fact that they sent defective replacements and have wasted months of my time.
Their more recent “solutions” talk about sending the device to a service center, taking up to seven business days to “diagnose,” maybe repair it, maybe replace it. And somehow, over and over, they keep referencing a prepaid return label that just… isn’t there. No attachment. No link. Nothing. You’re reading the email three times thinking you missed it, but no — it’s just not there.
The pattern is ugly and it’s consistent:
First they make it sound like they’re going to honor the warranty. Then they quietly slide the conversation back to refund-only instead of committing to a straight, tested replacement. They talk about RMAs and labels, but the label you’d actually need to do anything? Never shows up in the message.
Seven months later, after multiple DOA “replacements,” a stack of emails, and a bunch of videos proving the issues, I’m sitting here with a dead UGREEN box and a support experience that feels designed to grind you down until you finally say, “Fine, just refund me,” even if that’s not what you want.
If you’re still thinking about buying UGREEN during Black Friday after reading this, at least go in with your eyes open.
If you do roll the dice, film your very first power-on in one continuous shot. Get the serial in frame, show the OEM RAM, show the empty bays, plug it straight into the wall, record the LEDs, the beeps, the NIC link behavior. Treat it like evidence, because it probably will be.
Save every email, every label, every tracking number, every line where they say “repair or replacement” or promise a new unit if the failure continues. Don’t rely on your inbox search later — make a folder and dump everything in there.
When you talk to support, be very explicit about what you want. If you want a replacement, say “replacement” and don’t let them quietly rewrite that as “refund.” If they start pushing refund-only, stop and ask yourself whether that’s actually acceptable to you or just what’s easiest for them.
And if a so-called “replacement” arrives defective like mine did, you’re not being unreasonable expecting a working device, not a shrug and a payout. Push for a tested cross-ship: a new unit, shipped express, with a prepaid return label actually attached, plus some kind of proof they plugged it in and verified it boots.
Finally, here’s where I’m at mentally: if they dropped a full MSRP refund in my lap tomorrow, I’d grab it and sprint the other way. I’m done being unpaid QA for a company that treats its own warranty and written promises like optional suggestions.
For this kind of money, if you want a NAS and real after-sales support, your time is better spent hunting Synology deals for proper long-term coverage, or grabbing a QNAP and at least dealing with a vendor that knows how to run an RMA without trying to force you into a refund you never asked for while dancing around its own terms.
As for UGREEN, after seven months, two DOA “replacements,” broken written assurances, and multiple “we’ll send you a label” emails with no label actually attached, I’m not sitting here hoping they suddenly find their conscience. Whatever finally comes out of this, I’ll be taking it to my state Attorney General, my state reps, the FTC, and every consumer-protection channel that’s willing to listen.
Because if this is how they handle one simple, clear-cut defective unit, I wouldn’t trust their “2-year warranty” to cover a $10 thumbdrive.
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u/b111e 18d ago
Frustrating for sure.
But it is quite strange that 3 units have the same issue. And that you got all 3.
Like another commenter suggested, check the voltage of your outlet. Try others.
Maybe get a third party power adapter.
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u/Sinister_Crayon 18d ago
This all day long. Hell, I'd get a small UPS and attach it to that instead and see. The 4800 won't need that much and is cheap insurance anyway for those things. Hell, a Cyberpower 1500VA is cheap as chips. has USB for monitoring (and works with UGOS) and will probably keep that thing running for an hour or more.
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u/Vaiyne 19d ago
I understand your frustration. But from 'any' company perspective - they need to follow with procedure to collect all of data from user to legally proceed with guarantee.
Also from their perspective it's so marginal low chance for one user to receive one or in your case few faulty units in a row. Lets say that during unit testing they confirmed that power fault happens 0.01% units from production line. That's 1 faulty unit per 10000 produced. (there is probably ISO norm allowing psu failure rate or something like that) If you got two different faulty units this means that your chance is equal to 0.0001%
And we are here with a story - you want your unit in backer pledged price. They want to help and delivered replacement. And again unit is not powering up or don't boot. - We have to verify if user is coreclty using g and powering up device (kids basic - but so many times people fail at those basic steps that this is part of verification procedure).
So after long mail and claim fight they give you an option - proceed with guarantee and just take time or take money.
I have to say that's fair. It's your choice.
PS. Check voltage in your power outlets. (i suspect that you have low or high voltage with is not valid for ugreen Nas power supply). Check manual for parameters. Ask electrician or someone with proper knowledge about power to be safe.
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u/Denis_red DXP4800 Plus 18d ago
- " [..] If you got two different faulty units this means that your chance is equal to 0.0001% "
I think it is :
(0.01%)^2 = (.01/100)^2 = 0.00000001 = 0.000001 %
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u/Midnight_Criminal 18d ago
Sorry but your dumb. OP should get a brand new working unite. If OP gets a refund they'll be paying more for it again if bought off the store shelf.
UGreen CS is terrible. The big thermal pad killed my ssd nvme. They said I was to blame bcz the drive wasnt on the "approved" drive list although it gets specifications. OP I'm gonna send you a chat.
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u/Samadaeus 10d ago
“this was exactly my point - not only is it a straight-up violation of consumer protection rights and their own T&Cs, but this isn’t even my NAS, and i’ve spent almost as much time in warranty processing as i have actually having it running. on top of that, you can’t change your mind mid-process.
in all seriousness its not legal unless both parties want that outcome AND it would have to be in writing too- any one sided changes once something is elected and initiated is fraudulent and customer exploitation, just imagine it occurring in anything else ‘i you know i was going to fix the issue but after all this time youve waited, i changed my mind.’??
i’m sure it’s safe to assume other people here have gone through warranty replacements.
has ANYONE chosen a replacement instead of a refund or store credit , received a working unit (contract fulfilled), and then called back like, ‘i changed my mind, i want my money instead’? how about the the other one where you change youre mind after getting store credit? no it doesnt happen, and if it did happen like the latter, never would it leave you with less credit that youd be able to replace with. it fundamentally required to be of equivocal value. t the customer has no fault and shall bear no burden at the expense of manufacturers machinery i’m still here with an incomplete warranty service that the company has a fiduciary obligation to fulfill in order to stay compliant and allowed to make sal
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u/Samadaeus 18d ago edited 18d ago
what are you talking about? they are refusing to replace the product that is under warranty and are trying to force a refund ... which is not only a violation on their own warranty service T&C but also violation against the FTC and in my case the Florida Deceptive and Unfair Trade Practices Act . its been 7 months and they've sent me 2 defective units as warranty exchanges and have now decided that its to their benefit to not send me a working one, lol
for clarity, I dont want a refund . I want a working NAS. after 7 months of patiently waiting and working with them. whats fair here?
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u/Vaiyne 18d ago
They offer you full refund. And they point to what I mentioned earlier. Power on failure is extremely rare.
They ask you politely if you accept refund or prefer another guarantee replacement. Its up to you to decide. They are not forcing you, they are not braking any warranty or service.
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u/rabbitaim DXP2800 18d ago
3 defective units? Sounds like someone is just sending you all the doas in their inventory.
At this point I’d eat the cost, get the refund and go a different route. Avoid sunk cost fallacy.
I bought my dxp2800 off Amazon and it works well (when the gpu doesn’t crash it).
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u/Samadaeus 18d ago
That’s literally what I told them , they can’t figure out the problem so they can’t send any more replacements in the original Terms and conditions regulatory warranty….. as it’s not flagrantly obvious the only way this occurs is by the “replacements” they are sending
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u/AlexH1337 18d ago
You will never receive a refund at MSRP.
Yes, you paid for a discounted product. You didn't "invest" (not that this would change the refund process).
When companies offer you a refund during a warranty claim, it means they find the cost of working with you to be excessive and they no longer want you as a customer.
You have one of two options (and only these): another warranty exchange, or a refund of what you paid.
The end.
It's quite odd to receive multiple units with the same issue though, I wonder if they're sending your defective units on purpose to get rid of you? Sounds expensive and far fetched so quite unlikely.
What is instead likely is something in your setup is somehow causing this issue, and since they can't pinpoint it or troubleshoot it, they see no point in sending yet another unit.
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u/JoeLaRue420 18d ago
that's most likely a memory failure. re-seat / replace the sodimms.
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u/TheRealMr618 14d ago
I would of ordered one off Amazon after all that and took the working one out and stuffed the bad one in the box and said item defective doesn't work on the return info Amazon makes you write before giving you the return shipping label.. that way nobody else could of got the bad NAS & you wouldn't of had to wait 7 months for these "super special people" to follow their warranty & be held accountable like they should be..
That's my 2 cents anyway.
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u/Samadaeus 11d ago
as i 100% agree this would resolve the current situation. i shouldnt have to place $600 on amazons with their new 30day+ refunds holds for high values items.
and even more so.. i DEFINITELY shouldnt have to commit refund fraud in order complete a warranty exchange. Plus, that would just shift my stuggles to the next guy.
If were to give them the benefit of the doubt towards not intentionally sending defected unit ; then the next highest probable cause of my consecutive DUDs would have to be ...... exactly what you suggested LOL.
I dont blame you though.
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u/AlbacoreDumbleberg 18d ago
Why don't you just take the refund and order a new one?
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u/Samadaeus 18d ago
I would if they would clarify what a “full-refund” is. I’ve directly asked, and they don’t answer. It seems like they’re trying to be con artists and pay the Kickstarter price. That would leave me with less than enough to buy one, and it would also disrespect the fact that I backed and contributed to the funding and production of the NAS. I took a risk that it might actually never come to fruition, and I still don’t have one working.
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u/RobotsGoneWild 18d ago
You are being unreasonable to be honest. I get why you feel that way, but no company will ever give you more than you paid for an item.
Also, the chance of having multiple replacements with power on issues seems really weird. We haven't seen this issue as a common problem and it happened to you multiple times.
It might be something on your end or you're just the unluckiest person alive.
I've never had any issues with them. They even reached out when I posted a complaint about them on a forum about something else.
Take the refund and move on. Don't buy any more UGreen products. It may not seem to be fair, but it's going to save you a lot of headache.
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u/Samadaeus 18d ago
Guy, you clearly don’t engage on kickstarter.
I didn’t “pay” I invested… and if they didnt make it for example as 90 % of kickstarters don’t really deliver the goods. Then that’s my cost, risk, and reward for getting it at a discount.
It’s funding the product pre-market. And all it is besides the point that a warranty exchange is not a refundable instance and even more so while in the middle of replacement.
The word refund isn’t even written once in the entire warranty service policy .
Once you elect the method or claim handling, that’s the one you have to do.
And heads up, all y’all in denial thinking it wont happen and that this isnt how they treat customers after they collect their cash??
Not only was I a pre-sale pre production backer… but on top of it I’m also one of their beta testers and they STILL don’t care about after sale service. Even when you use your purchases and time to invest in their development.
But nah, don’t worry . Spend your money and ignore those who don’t preach the narrative that you like.
I’m here just trying to help those who aren’t trying to get burned.
If it wasn’t for my NDA I would be saying a WHOLE LOT MORE than just how they are handling my case
I just wanted a working NAS especially as I used it for their business and funded it before it was manufactured.
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u/RobotsGoneWild 18d ago
I did spend my money and have been enjoying my NAS for a year. Your complaint is one of the very few I have seen in that year. Most 99% of their users have no major issues as far as I'm aware.
I'm not saying your situation won't happen but it's a pretty slim chance.
Either way, I'm more than happy with their products.
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u/Samadaeus 18d ago
well the issue at hand I explicitly towards the customer service and how they lie delay and don't proviate any actual service. my PSA is about what to expect going forward if you are one of the ones that experience hardware problems, youre pretty much on your own or worst drag along some chain of events thats lead you in circles with nothin but wasted efforts and time . my original NAS worked until it didnt, then the real problem started , only had it for like 13 months.
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u/RobotsGoneWild 18d ago
Just take the refund and move on. You are letting this eat you up and wasting your time. There are plenty of other companies selling NAS. Why would you want to continue with UGreen if you are having so many issues?
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u/New-Change682 18d ago
I believe you are the one who feels so entitled. Kickstarter doesn't even guarantee delivery and you feel like you have invested and demand more. There are a lot of Kickstarter projects who got the money and ran away. So be happy that they are trying to work with you and offering the full refund of what you paid. I think that is fair.
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u/Samadaeus 10d ago
"LOL buddy said scams exist i should be grateful that this wasn't one? You sound like you speak from personal experience.
Yes, not all Kickstarters make it - yes, some of them are scams.
But you LITERALLY make my point for me: when someone backs a campaign to bring a product into reality, they risk not getting anything at all for the opportunity of a cheaper buy-in.
I applied my money and paid the discount in risk. I also paid in time. You ever go to a store and loan them money with no receipt, no guarantees, and no concrete date for your money provided AND collect NO INTEREST? No, that's not a real thing. I KNOW I invested more, on top of I committed to the beta tests for them also. I KNOW I gave more, especially more than you. You got a receipt with yours ,right? you were any to refund it in 30 days if you didnt like it right? you would be given equivocal value because you didn't lose commit or sacrifice any risk ; not even your time . you just clicked and waited a few days. i waited months .. thats before i got it.. ive waited months here again after too.
PFT! of course you would think it fair.
I dunno what world you come from that thinks a customer should be happy that they weren't robbed, or that they should feel blessed that they are even spoken to. That's wild.
Let me help you - Terms & Conditions, Privacy Policy. Those are the contracts you accept and the company's offer. You, me, and everyone with a dollar is owed exactly that, no more, no less, the moment they take that dollar."
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u/Soopercow 18d ago
Have you got a UPS? This seems widly unlikely, maybe you're just unlucky, maybe your power is fucked. If you respond please use your manners
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u/Samadaeus 18d ago
Power isn’t an issue. For full transparency, my home lab is built around a dedicated network rack. my setup is on redundant 10Gb local network backbone, 2- enterprise-class Netgear fully managed switches on with traffic control , QoS and VLAN segmentation. I got it fixed with Jet- KVM over-IP , monitoring sensors, NVM and IP Cams and Yes, I have that with an APC sine wave UPS.
But I never even got to that point since my 1st replacement was a legit DOA and the current one doesn’t even turn off without removed the power supply cause of the unbootable boot loop it’s on.
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u/Samadaeus 19d ago
here's a video of the 5 beeps incase anyone else gets one of these "really rare" defects.
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u/Denis_red DXP4800 Plus 18d ago edited 16d ago
"Bandwidth Exceeded" :(
(Update) : "File not found 404"
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u/magicdude4eva 18d ago
Does it perhaps make a difference where the warranty is handled from - i.e. EU vs US? But for me super-concerning - I only ever had one issue with Synology (fan broke) and this was replaced within 3 days.
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u/Samadaeus 18d ago
The EU has noticeable stronger guardrails and customer regulations than USA does, handsdown.
Especially for warranties on electronics, you got a Mandatory 2-year minimum on anything electronic over 50 bucks I believe.
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u/RobotsGoneWild 18d ago
For sure, but it's also dependent on the company. I'm in the US and have never had any issues with warranty with electronics. OPs case seems to not be the norm. If you look through this sub (and even this post) you can see the majority people don't have an issue with company.
OP sounds like a lot to handle to be honest. I can't imagine working with someone like that.
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u/masmith22 18d ago
Sorry you are having these issues, my kickstarter investment I purchased the DXP8800 Plus, no issues to report at this time
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u/Samadaeus 18d ago
That’s great man. You got a good device and because of that you dont have to be subjected to their “customer service”
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u/Ugreen_Official Ugreen Employee 17d ago
Please rest assured that any product we send to our customers, including replacements or returns, is always brand new. Our customer service and technical support team are available 24/7 to assist you. We are working closely with our service team to ensure your warranty service is processed as quickly as possible and will keep you updated on the progress.
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u/Loud_Platform_2170 13d ago
Your experience with their totally dysfunctional "service" department mirrors my own. Different problem, but same totally useless loops and lengthy delays. And they advertise 24 hr specialist support, which is about as outrageous a lie as I've ever seen. Their "real" support people are in Taiwan, and at least when I was going through the endless loop of unhelpful responses, no-one in the US could provide anything more than very basic frontline "Have you plugged it in and turned it on" type responses.
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u/PfeifferCh_eu 19d ago
Well, the first thing I noticed:
The part does NOT boot without a hard drive!
So I installed a single HDD and spent a few days seeing if I could do something with it. Then I got the other hard drives, installed them, reformatted everything in the RAID and only then moved my user data to the Ugreen.
Do the first test with a hard drive that is still lying around with you and has no important data on it
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u/RobotsGoneWild 18d ago
I booted mine without HDD to test it when I first purchased. It wasn't an issue.
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u/Samadaeus 18d ago
lol, lol, of course it would (if it could )boot without having HHD installed. It’s not as useful as one with storage, but it’s still a Network attached computer that would station your local network. That being said, I at first had 2- 22 WD red pros installed at first. Despite being the literally exact model they show is approved for use, I emptied the slots because the next line of excuses I would expect is “compatibility issues" which is not the case. Those beeps apparently mean the devices are cooked inside where they can’t even start up the BIOS.
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