Actually, I can't really call them on the carpet for that one, mate.
If affected, you're screwed. Your data's gone and you either pay the ransom or pray for backups. In that case, the fact that the advice is "switch it off and calling Synology" is - to my mind - exactly the right response.
This means that they will give each user a walk through their options one by one. It also means that if the user chooses to simply nuke out the OS, restore and start fresh by blanking the drives then Synology will help them do so.
Beyond that, I'm honestly not 100% sure what Synology can do. Offer to pay the ransom for you? I'm pretty sure that's actually illegal.
If they knew how to crack the thing and get you your files back should they be posting that on the internet for all to see? Or should they walk you through it on the phone where there's at least a chance that the minor obscurity will prevent the bad guys form figuring out that their operating version is done for?
Honestly, if you've any better advice at all for any of it, ping me and I'll make sure it gets in front of the right people at Synology.
As regards "how this could be prevented in the future", keep an eye out for a sysadmin blog in a few hours. That one has already been written, and Synology's brass sent a scathing hot piece of my mind besides. I have a face-to-face with these folks in a few weeks, and there will be beating about the ears, I promise you all.
Biting the hand that feeds IT
