> Plenty of companies support products that work with third-party components.
Exactly. And they typically help you with issues even if you do use third-party components.
> Your phone won't charge? Is that our charger? No? Try one of ours.
That's not really how it works. If I have tried 5 third-party USB-C chargers of different brands, and they all charge all other USB-C devices perfectly but not my phone, my phone vendor will hopefully be more helpful than "sorry, can't help you, you've only tried with third-party chargers".
That really depends on the company. Comcast would tell me to reboot my computer even after it was clear their modem wasn't getting a signal. Any decent company will help you out if you've made a good case that the problem is on their side, as in your example. But if your phone only fails on one charger made by somebody else, and works otherwise, they're not going to help you fix the charger.
> Any decent company will help you out if you've made a good case that the problem is on their side, as in your example.
Not if they follow yason's guidance of:
> All they needed was criteria at which point they can tell their customers "Please test if this reproduces with genuine Synology drives, and if they do we'll file an internal bug to fix your issue."
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Whenever there's a reason to suspect a drive issue, Synology's support should obviously ask you to verify that your drives are good. Maybe provide a drive testing feature in the Synology software which tests for common failure modes. Maybe ask you to try connecting the drives to other machines. Maybe try to put in another drive. That's fine.
But a blanket policy of "we won't help you unless you test with our branded drives" is what I'm arguing against.
Exactly. And they typically help you with issues even if you do use third-party components.
> Your phone won't charge? Is that our charger? No? Try one of ours.
That's not really how it works. If I have tried 5 third-party USB-C chargers of different brands, and they all charge all other USB-C devices perfectly but not my phone, my phone vendor will hopefully be more helpful than "sorry, can't help you, you've only tried with third-party chargers".