• Update on 2025-05-22: TrueNAS reached out, stating their support process doesn't usually incorporate LLMs. They're addressing the internal issue and will prevent it through improved docs and reviewing the process.
• TrueNAS makes file servers (NAS). The author bought a smaller box for backups. It used to have a BSD-based OS but now has a new Linux-backed OS called TrueNAS SCALE (Community Edition).
• When considering migrating, the docs warned TrueNAS Enterprise customers to consult support. The author wrote to support about the BSD-based OS's end-of-life and upgrade process.
• The response was from a customer success coordinator and was confusing. It mentioned the transition from BSD to Linux-based SCALE but then said the new system was based on FreeBSD while using Docker containers.
• Follow-up questions got more nonsense. For example, when asked about FreeBSD jails in TrueNAS Community Edition, the response was incorrect as TrueNAS CORE runs jails and TrueNAS SCALE uses Docker containers.
• Regarding HA and RAID, the response was accurate but showed no sign of the original confusion.
• When asked about specific limitations of the NAS model in migrating to Community Edition, the response was reasonable but incorrect as TrueNAS CORE is a different OS.
• The author used to work in support and is used to knowledge base articles. He expected TrueNAS to provide clear answers but got vague nonsense and lies instead.
• Support is often seen as a cost center with a backlog of tickets. LLMs create responses quickly but need human review, which is exhausting and time-consuming with a high ticket volume. Companies try to do more with less, leading to shorter review times and potential errors.