WD My Cloud Home: My Support Nightmare

Way back in 2017, I wrote about My Cloud Home, a (then) new Network Attached Storage (NAS) device from Western Digital (WD).

What’s a NAS? Like Dropbox, Google Drive, iCloud Drive, and other cloud-based storage services, a NAS provides many of the same remote storage features with a delightful difference: no monthly charges.

I was impressed by the then-new My Cloud Home, which was reasonably-priced, easier-than-others to configure and use, and surprisingly full-featured for its price (starting at $159 for a 2TB model). I recommended it without hesitation and have used it for personal network storage ever since.

It performed well for the first couple of years before becoming less and less reliable. Its icon, which had appeared on my desktop for months at a time without intervention, began disappearing and requiring me to log in manually. It was annoying, but I was always able to log in and access my files. At least until recently.

Trouble Rears its Ugly Head

Last week when I attempted to log in, instead of mounting its icon on my desktop, I received an error message: “My Cloud is having trouble connecting to the server. Check your internet connection and try again.”

My internet connection worked flawlessly for everything except my My Cloud Home, so I tried again. And again. When I was still unable to connect to my My Cloud Home after 24 hours, I contacted WD support and explained that my network-attached storage device is worthless if it’s unable to connect to their (Western Digital’s) servers.

Waiting for Support for Six Days

After four days without a response, I submitted a second support ticket and asked to escalate my issue. I received an automated reply that they would escalate my case and follow up as soon as possible.

It’s been six days since I could access my files from the desktop, and I’m still awaiting a response.

To be fair, while I can’t log and mount an icon for my My Cloud Home device on the desktop, I can access my files via a web browser or IOS app. It’s inconvenient, but I can see and download my files when necessary.

Still, I got the device because it behaves like a directly connected storage device on my Mac, displaying an icon on my desktop as though it were a USB or Thunderbolt drive. Managing its files through a web browser is awkward, to say the least.

My point is that after six days without a response from Western Digital support, I  no longer recommend WD products. Waiting a week or more to hear from a support rep is unconscionable. I’m not sure other storage vendors are better at support, but they couldn’t be any worse.

Caveat Emptor.

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W. Abdullah Brooks, MD

Bob: Curious.  Years ago, I bought a Transporter, a private cloud solution, and even though it is now managed by Nexsan, it still works with macOS 12.2.1 (2017 MBP). I’m not sure the device is even sold anymore. Your Western Digital is much newer, though I wonder whether there might be a hardware incompatibility issue (not sure what machine you’re using).  Regarding servicing, it appears that many, perhaps most, manufacturers in the States off-shore their tech support/troubleshooters, and they can be notoriously unhelpful if not non-responsive. I bought my wife a pair of Sony over the ear wireless headphones from… Read more »

Des Embrey

That is the most childish reason for exempting an entire product reason I have ever seen in a review. How incredibly unprofessional to negate the whole line for a single personal issue, just as likely to do with changes to your own personal setup.

W. Abdullah Brooks, MD

@Des Embrey:
I’m not sure you appreciate that ‘caveat emptor’ means that you, the buyer, assume all responsibility. There’s nothing more grown up than that. Sounds like a fair warning to me. 

Jeff Butts

Six days of no response from technical support is hardly a “childish reason” or “unprofessional.” In fact, six days of silence is tantamount to the manufacturer stating, “we don’t care one iota about our customers.”

Your claim that the issue is “just as likely to do with changes to your own personal setup” doesn’t ring as a likely possibility, either. The author clearly said it was working fine for years but started “becoming less and less reliable.” If the trouble was related to a change on Bob’s end, the failure would have been immediate, not gradual.

Buy a Synology RT2600ac router, plug a decent hard drive or SSD into its USB port, and voila, you have an NAS device. Works great.

celalsur

yes, i’m agree with you.