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Kaleidescape Customer Service – 5 Stars Top of the Game!

Steve Bruzonsky

Well-known member
Oh Oh! My Terra Server 40TB won’t come on. Within a few hours of emailing KScape Customer Support, they got back to me. First, it could well have been the external power supply, which they UPSed overnite to me here in Arizona. But that didn’t solve the issue. So Rusty emailed and called me – I easily removed 2 screws from the back, slid of the top, and applied a flat screwdriver to the side of 2 pins to discharge any charge there – didn’t change anything. I told Rusty although I have the original box and packing, that my son-in-law stuck a zillion boxes away in the corner of the garage, as they just sold their home, are moving in and using that area of the garage for storage, and it would be amess to go through all the boxes and find the Terra Server one. So Rusty says they’ll send me a remanufactured Terra Server, less the power supply and less the internal 4 hard drives. While we were on the phone, with his simply instruction, it was easy to remove the hard drives. Then when I get the replacement Terra Server “shell”, I simply insert the hard drives into the replacement Terra Server, and bingo, I’m back to where I was with all my downloaded movies and a working Terra Server! And then use the shipping box it came in and ship back my “old” Terra Server shell to KScape. No better customer service in the business. And Rusty is just celebrating 16 years with Kaleidescape! WOW! With all the new fantastic execs at KScape, don’t forget their longtime customer support, which is not “rusty” at all, but is “Rusty” providing absolutely tops and terrific customer support. Note – Rusty mentioned they have few Terra Server failures – but if they do, they certainly have designed the component for ease of repair and shipping! KUDOS!
 
Yup! I've been working with him for all of those 16 years and he has always been at the top, and the first person I reach out to for Support. Had some other excellent tech's as well over the years (Andy, Brian, others), and Andre is excellent as well. We've been lucky to have some great Support from Kaleidescape over the years! Still the best in the AV industry IMO.

Jim
 
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