Dell EqualLogic PS4210XS disk failure

Hello, 

We're dealing with this problem for more than a month but with no solution so far. I've created a TechDirect account but received a rejection with explanation that the service isn't supported in our region (Bosnia and Herzegovina) and without any additional information on how should we get any support and who would provide us with it. We've noticed that one of our SSD drives in EQL chassis is broken so we've informed our local Dell partner and distributor to provide us with a spare drive. There began the whole story. Although the device is covered with advanced distributor support and the distributor should keep spare parts on the stock, they've informed us that they don't have them and it's due to Dell's fault so they've ordered a new drive and we had to wait for 15 days before it was delivered. They still have no spare parts on their stock for our unit although we've paid for it! At that time I was on vacation so my colleague tried to install the drive into the chassis as the Dell Distributor claimed that the new drive is a EQL drive but it wasn't, it was an EQL unapproved drive so we returned it to the distributor and had to wait for additional 15 days before new spare drive has arrived to Sarajevo. Once it was delivered to us we've exchanged it but the error didn't disappear. What happens is following: - In the EQL GUI the slot is marked as an empty slot, although a new drive has been installed - When we're logged in with serial port to the active controller we can see that the EQL recognizes when the drive is inserted or removed (in the CLI) but if we try to select to it's slot, check the slot and drive information or clear it's label – it reports that the slot has no drive installed. - Both LEDs on the new drive are steady green

Maybe a restart of the chassis could solve this problem but I wouldn't do it without consulting tech support. The problem is that I can't reach anybody from Dell Tech Support and have no idea who is responsible for that, the guys from TechDirect aren't very helpful, they just refuse us the access to the portal. I would appreciate if somebody from Dell Tech support would reach us finally, guys it's an enterprise product, not an Inspiron notebook!

EqualLogic had an amazing support center with response time in hours, now we can't event contact them! If there's anybody from Dell Tech support there, any contact would be highly appreciated. We own three EQL chassis and all problems we had so far were fixed in hours, now after a month and a half there's nobody who is willing to pay attention to a customer with a huge problem...