Thanks Terramaster team - Great experience during kernel issues and materiel exchange (F4-424 → F4-425 Plus N95)

[exqo]

Hello,

I wanted to share a positive experience and thank the TerraMaster technical and support teams for how they handled a kernel issue I ran into on my F4-424.

A few things stood out:

Troubleshooting effort: the technical team worked with me over several exchanges, including testing beta kernel builds, to try to identify and resolve the issue before concluding it was hardware-related. That level of engagement to actually diagnose the root cause, rather than just closing the ticket, was appreciated.

Smooth RMA/exchange process: once it was decided that an exchange to a F4-425 Plus (N95) was the right call, the process was handled quickly and clearly, with no unnecessary back-and-forth.

Easy package handling: shipping and delivery of the replacement unit went smoothly, with tracking provided promptly and no issues on receipt.

On the migration itself: I moved my 3 original hard drives (2 in TRAID + 1 standalone) straight from the F4-424 to the F4-425 Plus, and everything — data, storage pools, and Docker containers — came back online with no issues, exactly as described elsewhere on this forum.

Overall, this whole experience reflects well on TerraMaster as a company — a real, hands-on troubleshooting effort rather than a scripted response, and a genuinely smooth RMA process when hardware ended up being the cause. Thanks again to everyone involved.