Well i hope he will refund people or start deliver soon. EU laws are strict and he will get in trouble if he keeps ignore this.
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Upgrading Mac Studio storage
- Thread starter gilles_polysoft
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Well i hope he will refund people or start deliver soon. EU laws are strict and he will get in trouble if he keeps ignore this.
Exactly.
I’ll wait a few months before removing my review on Google, to make sure that potential future customers don’t fall into the same mistake or cycle of unfulfilled promises. I’ll also withdraw the police report next week.
In the meantime, I hope you manage to resolve the issue with your order soon. But as you can see, if you just sit back and do nothing, you won’t get anywhere — you’ll just keep waiting and waiting.
Good luck to you all
Hey @adriaolea , any reason you removed the post? Did he write something or just immediately refund?
I purchased a 4tb M4 SSD 5 months ago and am still waiting for delivery. @gilles_polysoft no longer responds to communication (phone/whatsapp/email) regarding delivery or refund but is still selling this 4tb M4 SKU as "In stock." Also concerning that he has closed his shop, according to the Polysoft Google listing but is still accepting these online orders while ignoring previous customers.
I've filed a police report regarding fraud and hopefully those of us speaking out will prevent others from losing their money as well.
I've filed a police report regarding fraud and hopefully those of us speaking out will prevent others from losing their money as well.
Hello @KlingmannMusic
I apologize, I just saw the flood of messages here. I was away because I spent some time with my children over the last 2-3 days, for the first time in 2 years...
To give a general response to what I've read:
- we have about 290 paid orders which will take another 15 days to be tested and sent and we have already purchased 500 PCBs for the next 300 orders. We are forced to work in batches of around 500 PCBs.
- The system on the website that shows stock levels is not quite precise. It incorrectly sets the inventory to positive stock even though everything has already been pre-reserved. It's a Prestashop module and I am struggling in vain with the developers to get pre-order management that works.
- For those who are concerned that I have listed my repair shop as temporarily closed on Google: it's simple. Given the volume of orders, we can no longer manage both workshop repairs and orders at the same time. To my regret, at the beginning of July, I voluntarily stopped taking repairs at my workshop for the first time in 23 years so that we could devote 100% of our time to orders.
- For those who claim that we can't get 2TB chips: if you don't know, don't say anything rather than talking nonsense. For years, I have always been able to find hard-to-find products. For those who know what I'm talking about, I was able to obtain K6B3 chips six months ago, and I am now also able to obtain 2TB Samsung KLBIGAN5 chips.
Tariffs have caused chaos (and are further complicating trade).
One key employee on the project has been experiencing health issues for several months.
Two of our suppliers caused problems last summer, we had hundreds of NAND chips unprogrammed.
We thought we could unsolder and reprogram them, but ultimately that proved impossible, so we ended up starting over with new PCBs and new chips.
We strive to do quality work, and everything takes time.
I am currently catching up on processing refund requests, and everything is being taken care of.
It should be noted that some dishonest customers received their products but still requested refunds, which they obtained, and have since gone silent. Of course, they are not going to come here and brag about it.
I didn’t delete any post. I edited the post, but for some reason it was marked as pending moderation.
Gilles emailed me saying he’s not very active on social media and doesn’t know what is being said about him or his company. He admits they are overwhelmed, partly due to an employee with health issues who often misses work, but emphasizes that they have hundreds of satisfied customers and have refunded those who couldn’t or didn’t want to wait.
Still, I don’t think this is a valid excuse for everything that has happened. He knows perfectly well what should be done to prevent this from happening, and it’s up to him if the situation continues this way.
As mentioned, laws in Europe are quite strict, and one must be careful when handling certain situations.
For my part, I will wait until another reliable company appears that imports SSDs or offers a similar service. Due to the demands of my work (I’m a colorist in film post-production), I will try other products like those from OWC or other external SSDs. On AliExpress there are several sellers, but due to the distance and the short warranty they offer, I prefer to avoid this route.
I understand that unforeseen issues can happen, but you’ve been mentioning this "15 days of testing" timeframe for several weeks now and each new date keeps getting postponed. There are multiple reports from customers, some waiting up to five months without delivery, across Threads, social media, and Reddit.
At this point, it would be appropriate to provide verifiable proof of progress, as many of your previous updates and promised delivery windows are archived online and show repeated delays.
I have already initiated a chargeback for my order. If you’re unable to fulfill existing orders in a reasonable timeframe, it would be more transparent and fair to stop accepting new ones until current commitments are met.
Customers rely on your timelines, and repeated vague updates without concrete action only create more frustration and mistrust.
No, that's not true. In August and early September, we delivered a fair bunch of M3 and M4 kits that we corrected manually and perfectly passed all tests.
Zero communication for some customers, unfortunately that's true. We are far behind schedule.
But you can't tell we have made zero communication. We did, while working to resolve our supplier's issues.
Apart from the delays, I promise that no customer will ever be disadvantaged.
We have already recruited staff to help respond to customers.
As for taking orders: we took pre-orders, and this was clearly stated, except since last sunday where the plugin incorrectly made products appear in stock.
I'm correcting that.
This is the crux of it, right here, in what @terratoss is saying.
Many of the things he said in the recent post feel like "cousins" of prior posts. I remember feeling that one of those prior posts was reasonable enough for me to continue with my order, but now it seems to be a pattern. Nothing I read in the update today gives any confidence in a firm delivery date, it is just "15 days" away again. Unless another typhoon hits, I suppose.
Perhaps we can agree in here on what is needed to restore trust that @gilles_polysoft would commit to? Here is what I would like to see:
- A statement from Gilles about what is the canonical place to expect public information about production status. I would think this would be Polysoft's website, but that information has been frequently out of date and has even varied by the language you view the website in. Polysoft would do well to create a dedicated webpage on the site for running status updates instead of just updating a banner randomly, which customers then need to find in the Internet Archive to piece together information about orders.
- A statement from Gilles about the "correct" way to contact Polysoft about customer orders, and a firm commitment to respond to any customer inquiries within a given amount of time, perhaps 3-5 business days. If people are e-mailing, using the DM system in the storefront, and posting everywhere else, it's impossible to keep track of that. Gilles should state the official preferred contact methods, and commit to a response time if you reach out using an official method.
- To restore confidence, I believe that we need exact counts of the order backlog, broken out by month. Who is still waiting for a shipment and how many are in each order month?
- A public commitment that orders will be fulfilled in the order they were received, with the oldest orders being fulfilled first, unless there is a specific reason this cannot be done. This is to ensure fairness to customers that waited longer and avoid any "squeaky wheels" getting sent an order to appease them, which can happen when you have situations like this.
- A public commitment to weekly published updates on production status, in a format that is actually verifiable and means something. So less of notes like unspecified "production issue" or "typhoon" and something more like this:
Code:
Polysoft Mac Studio Kits - Weekly Status Update: 1 November 2025
* 25 orders were shipped within the last week:
* 18 orders from May order book. All May orders are now fulfilled.
* 7 orders from June order book, up to orders placed through 10 June.
* 70 finished drive modules were tested to completion this week and are ready for shipment next week.
* These shipments will fulfill 45 open orders from June and July.
* 200 PCBs are currently at a contract assembler for SMD pick and place and soldering. We do not currently have a time estimate for when these will be shipped back to Polysoft for testing.
* As of 1 November our open orders by month are currently:
* June - 20 open orders
* July - 63 open orders
* August - 45 open orders
* September - 23 open orders
* October - 13 open orders (+7 since last week)If you are a customer waiting for a shipment agree with this sort of thing as a good starting point, please indicate your support by liking this post to encourage @gilles_polysoft to agree to something like this. It's the only way I can see through this mess that will restore any confidence.
Please also consider contacting him through the DMs on your open order and reference this post specifically, asking if he will agree to it. Let's make sure this gets seen, acknowledged, and commented on by Polysoft.
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I just need to point out that my statement about M2, M3, M4 kits not shipping was taken directly from public information on Polysoft's website. I was taking it that these kits did not ship since that appeared to be the available information. Part (most, actually) of the problem is that the status updates have not been consistent enough in cadence and specificity that would help your customers to reach accurate conclusions about what is going on.
I try very hard not to make inaccurate statements, but it has been extremely difficult to determine the true state of orders. In fact that is why so many distressed customers have started trying to piece together the facts in this very thread.
It’s not even a matter of trust anymore. On October 6, we received an email stating that the items were in stock. If that’s true, why haven’t the orders from early September been shipped yet?
There are now more and more reports every month of people still waiting for delivery. some for over five months. I’ve asked on Reddit for use feedback and some reply with the same situration, and I’ve seen others on Social Media reporting the same situation.
Every update comes with a new excuse, like "Assembler delay: testing and assembly in progress, delivery around October 25." Yet those promised delivery dates pass with no progress or confirmation.
At this point, your communication has lost credibility. What customers want now are concrete actions and proof of shipments, not another round of shifting explanations.
And you know what's funny, it is always someone else its fault. This guy is running a business where customers are not his concerns. I have read through all his Google reviews and then specially the bad ones, and it is really shocking how his customer support is being handled. A little TLDR: he don't give a **** about you. There were customers who waited more then a year (!!!!) for a repair of their macbooks. And he is responding to them like it is their fault about the situation they got into.
💯 We even got some new excuses this time, like the coworker with monthslong periodic illness. "Key employee" to the product pipeline, but never mentioned before until now. 🤔 No one cares about the explanations anymore, they want results or a refund. Some of the people wanting refunds would've waited patiently if they were getting regular updates, but he pissed them off enough that now they just want to bail out.
Everyone still waiting on an order would do well to notice that much of Gilles post was spent giving explanations and excuses, but not a word was spent on describing any particular steps being taken to fix the problems around communication, and it is of course the lack of communication that is the biggest problem.
The tracking spreadsheet is up to 14 people now who did not receive orders reaching as far back as 1 May, and that is just the people that know to check this thread or that said something somewhere on Reddit. No doubt there are dozens of others in the same situation.
Even here, why is there the instinct to argue with your customers? Just own your problems and set a plan to fix things, for f*ck's sake. We are even in here giving free advice for how to communicate with customers, time will tell if he takes this advice or ignores it.
I am going to stop tallying daily purchases for the "in stock" products. Gilles said he was fixing that problem on the website too, but as of this post you can still "buy" a bunch of products that don't exist. It's not worth tracking anymore, I'm sure the authorities will deal with it eventually.
Attachments
Minutes after I shared with him that I had filed a police report regarding fraud, he posted here to do damage control.
He says that everything is fine and refunds are being processed but this has not been my experience. I'm still waiting for him to respond to my refund request. 5 months - no delivery, no refund.
Buyer beware.
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He is not doing damage control but just posting some BS to keep buyers quiet. He thinks by posting once a month and keeps telling buyers about his personal issues that the buyers will take pity and allow him more time. He is just buying time while taking peoples hard earned money. Thank God I never went thru with the purchase and watched the thread carefully before parting with so much money. I still watch and respond in the thread in hopes he improves so that I can maybe get an SSD for my 2nd Studio that I might purchase for work.
I'm not saying the OP dishonest, or honest for that matter, but when you said stringing people along, that struck a chord. I had a situation where I had a business relationship with someone who did just that. I was strung along, he had my property and kept making promises, and excuses for days, then weeks, the weeks turned into months. I finally had to take him to court.
While its not an apples to apples comparison, your comment about excuses reminded me of this situation. Hopefully the OP figures out what's not working in his company, and workflow, stop blaming others and in fact being more responsive to customers in this thread. I don't have any skin in the game, but I don't like seeing people taken advantage of.
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I come on here hoping for any updates on reliable chips sold by anyone else lol but it's become mainly about poly soft. If anyone does read this and has bought from someone else I'm trying to upgrade storage on my M2 Mac Studio.
I bought from FANGYUAN Store on Aliexpress, working so far (8TB on M1 Max).
yes, i also bought from them and they are legit, fast(er), friendlier and more important, communicative.
Ahh look at the mess in French Government and you get a metaphor for how Polysoft is run. Personal issues take precedence over solving business problems, like an efficient customer communication system, backorder management, and product quality testing. All of you who may have thought that ordering from a small repair shop in France would be like Amazon or Newegg, now you know it isn't. The pity is you can't sue them for gross incompetence because they deserved it.
4TB 8TB Hard Disk Upgrade Kit Small Plate apply to Mac Studio SSD M1 M2 M3 M4 PRO MAX Expand Memory Macbook for Ultra - AliExpress 509
Smarter Shopping, Better Living! Aliexpress.com
www.aliexpress.us
See if that link works for that store.
The surprising part is that someone treating customers in this manner has managed to even stay in business for over 20 years, it is almost unbelievable. The longer business history of Polysoft and the Kickstarter campaign success was why I felt comfortable taking a chance on a smaller shop. I could not imagine I was trying to buy from someone with a laissez-faire attitude about responding to customers, collecting chargebacks and fraud investigations like pokemon.
Running a small business is cutthroat in every place I've ever lived and your customers are your treasure and lifeblood. It's crazy this is how they've chosen to conduct business with customers, especially after they have your money in hand.
Speaking of money in hand, the website is still happily advertising "in stock" drive kits that don't exist. The grift continues.
edit: Looks like SKUs were moved back to backorder status sometime within the last couple of hours, so at least that much has been changed. The website will still allow you to order and pay, but it doesn't make a claim that they're ready to ship like it did earlier.
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He's still not responding to customers/refunding orders, as he stated he was.
He has not been able to deliver - even after 5 months of delays and he will not even respond to my requests for refund via (phone, email, order page msg, WhatsApp.)
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