ATTO NS-3252 Thunderbolt 3 to 25 GbE adapter

The adapter arrived today. A card in the package said to go to www.atto.com/gettingstarted. I tried that, and got a page not found.

I went to the ATTO website and registered tha product. I looked for Windows 11 drivers and found a page that said I could download them there. I filled out a form, said I wasn’t a robot, and it said:

But when I clicked on the download button, all I got was a PDF:

At the bottom of the PDF was a phone number:

I called the phone number and got a request to leave a voicemail message. I tried to do that, but the system said goodbye and hung up on me when I hit the key on the phone that was supposed to allow me to leave a message.

I have never seen such abysmal customer support.

I sent an email requesting help. I received an answer saying the ATTO website was undergoing improvements, and that not all links worked properly. I have to agree; the site is a mess. The tech emailed me a link to a manual. I downloaded it. It said I needed to install an ATTO configuration tool. I couldn’t find it on the web site. I asked the tech for link. She sent it and I downloaded the tool. There was a sticker attached to the Thunderbolt ports on the adapter that said that Windows drivers needed to be installed prior to connecting the adapter. I asked the tech where to get them. She said that sticker was wrong, and that Windows plug and play would install the drivers. I plugged in the adapter and it didn’t appear that Windows installed anything. I fired up the ATTO configuration tool, and it couldn’t find the adapter. I told the tech that, and she said that I shouldn’t be using that tool, but that I should use ATTO 360. She sent me a link and I downloaded ATTO 360. It couldn’t find the adapter either. Further attempts at troubleshooting were fruitless.

I requested an RMA from B&H, packed up the adapter, and returned it.

I would have probably done more troubleshooting if the ATTO website and product documentation hadn’t been so horrible.