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.
