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Forum Discussion
Netgear priority escalation, contradiction in terms 21840133
In the middle of a case with Netgear and unit in tech support mode for 3 days now. Initial stages of support reasonable, escalation to level 3 about 33 hours ago.
Phoned yesterday to get a progress update - told relevant department not responding. Unable to give me any further information other than telling me my case was priority level 4 and therefore " could take a while". Told me they would ensure that I was contacted with an update - this is 24 hours ago.
Really don't know what to think anymore- I hear of users receiving good support, but I have had 2 devices in tech support mode in the last few months and on both occasions I have been unimpressed with level 3. No communication, no action. I understand that they have work to do, but at least tell users what is going on. I'm still in my 90 day period, maybe I need to use telephone support rather than online support.
Phoned yesterday to get a progress update - told relevant department not responding. Unable to give me any further information other than telling me my case was priority level 4 and therefore " could take a while". Told me they would ensure that I was contacted with an update - this is 24 hours ago.
Really don't know what to think anymore- I hear of users receiving good support, but I have had 2 devices in tech support mode in the last few months and on both occasions I have been unimpressed with level 3. No communication, no action. I understand that they have work to do, but at least tell users what is going on. I'm still in my 90 day period, maybe I need to use telephone support rather than online support.
6 Replies
- do you have a case#? if so please post it and i can check if there is a special reason for the holdup.
also what product is this? the rn316 in your profile? - It's a 316.
Problems
Nas does not go through scheduled shutdown when smart snapshot manager is deleting old snapshots. Shutdown hangs.
Manual scrub takes abnormally long. - Déjà vu
Had this with level 3 with my ultra 6 plus, now again with my 316.
In tech support mode for over 4 days, case escalated over 72 hours ago.
Not a word from Netgear since notification of escalation.
I've called 3 times now, get through to level 2 who can do nothing apart from tell me they'll contact level 3.
I've now received 3 separate assurances that I would be contacted with an update; first 2 - nothing; I'm not optimistic about the latest.
My readynas is out of action during this time, so support is causing me more problems than the problem they're supposed to be investigating. - This one still not resolved.
Netgear have asked me to set up Teamviewer access which seems to be remote access to my PC by Netgear. Easy enough to do, but I've asked them why they need this rather than the expected Tech support mode access.
I'm assuming they need high level access to the readynas GUI to reproduce the symptoms I'm describing?
Anyone ever offered such access to Netgear? - Yes, Teamviewer gives them remote access to your computer. Do note though that you share the screen (you can see what they are doing) and if you don't like it you can kick them out at any time. I have used Teamviewer myself on several occasions (indeed it is an option when I help users however due to time zone differences there may be some delay in finding a mutually convenient time) and it is great software.
I agree they must want to see what happens when you use the GUI (perhaps with you demonstrating what you did to get the issue) and then see if they can reproduce it at their end.
There is a third alternative. If they don't need access to the GUI, but if you can access it you can enable SSH access for them (System > Settings > Support) similar to tech support mode except you can still access the NAS while they investigate an issue. - Thanks for the reassurance. I'm expecting the timezone to be a problem as I'm in the UK.
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