I am yet to purchase, and based on the experiences here, I am unlikely to do so. I am sorry to here of your problems and hope that either Apple or Promise will take note, provide some feedback that they are actually doing something, and resolve this issue for you. I find it most disturbing that Apple are still offering this unit as a configuration option when purchasing a new Mac online given the issues that so many of you have.
Maybe some more public pressure is required. I wrote to MacRumors submissions (http://www.macrumors.com) via the 'Share It' link to see if they would run the story - but nothing happened. Perhaps if more people wrote in highlighting the same issue - just an idea.
My experiences with Promise so far - on 15/11/2011 I sent the following email to sales@promise.com:
[I am a Mac owner and I want to purchase a 12TB Pegasus R6 but I am troubled by the following report: "The Pegasus R4 and R6 RAID units from Promise which are connected to the Mac via Thunderbolt are reported to be intermittently disconnecting, a number of users have said that the drives randomly disconnect, both Promise and Apple are said to be looking at the issue. A couple of users have said the the problems appear to be caused by phone interference, this can be replicated by holding the phone close to the Thunderbolt cable, as calls are received the drives disconnect. One user reported to have cured the problem by wrapping the cable with tin foil."
and as documented by all the users in the following thread:
https://discussions.apple.com/thread/3181015?answerId=16717630022#16717630022
I do not want to purchase at the moment until I know that this problem has been acknowledged, that a cause is being identified, and that a solution is being worked on. Obviously my concerns are that it could be any of the following: Mac software or hardware related; Thunderbolt cable related; or Pegasus hardware or software related.
I am hoping that by writing to you, you will be able to shed some light on the situation. There is obviously an issue, and for my confidence to be restored in your product, and to allow me to move closer to a purchasing decision, I would like to know what the current situation is.]
I received no answer.
On the 24/11/2011 I then sent the following email to sales@promise.com, sales@eu.promise.com, sales-de@eu.promise.com, sales@tw.promise.com:
[As a potential new customer, I am extremely disheartened, to have received absolutely no reply whatsoever to my email enquiry below. My email was sent about 10 days ago to sales@promise.com (support@promise.com bounced?). I am contacting your other offices as well, in the hope that someone will reply.As a business customer, I am now extremely worried that investing in your products would be a wise thing to do.]
On the 24/11/2011 - I did receive a reply from the Taiwan office:
[Dear Alan and Jog, Please response this Pegasus technical issue as describe below. Thank you! Phil]
That is the last I heard then I just gave up. Maybe someone there will listen: phil.zen@tw.prom**e.com, alan.chu@tw.prom**e.com, jog.hung@tw.prom**e.com, charles.kao@tw.prom**e.com
< Emails Edited By Host >
