Bests & Worsts Reviews from Amazon

My new, out of the box Drobo 5N refuses to mount the partitions as outlined in the manual. After more than hour of work with Drobo customer service, they asked for a Diagnostic report and promised to send a replacement unit if the report showed the 5N to be defective. Today, ten days later, I called again and had another agent take me through the exact same steps as before... run another Diagnostic report, and promise that a senior service rep (level 2) would call today/tonight with a solution, or to confirm that a replacement Drobo 5N has been sent. The day has ended and still no call! My time is wasted and the 5N is still not functioning. Because of my travels, the 30 days have now elapsed since my initial purchase from Amazon, and it is too late to be returned to them. I regret attempting to work with Drobo customer service and should have shipped the non-working unit back to Amazon immediately! I urge caution to anyone considering a purchase of the Drobo 5N. Update: another 48 hours have passed without resolution or even a call-back from Drobo's Level-2 support. I called to Drobo support again yesterday, but Level-2 support is "always on the phone" and unavailable. The level-1 techs agree that my NEW 5N is DOA and needs to be replaced, but this must be approved by a level-2 tech.... who are always unavailable. In a final attempt last evening, I emailed the CEO of Drobo ("Tom") and politely asked for his intervention in my case and assistance in finding a resolution. Unfortunately, despite his request on the website to send suggestions directly to him, there is no response. I seem to have been abandoned by Drobo! Fortunately my ace in the hole is to have purchased a warranty with Square Trade. They have offered to refund my money and I am shipping the Drobo 5N to them today. This has been an exasperating experience. I would like to believe that Drobo is a great company with exceptional products and timely customer service. Unfortunately, my experience as a new purchaser of the Drobo 5N have shown both their product (Drobo 5N), and customer service to be inadequate. Great companies, such as Amazon, value the customer and have earned my loyalty. I wish that Drobo had the same high standards.