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NETGEAR warranty / support question #24237597
Hi,
just wanted to ask what other folks experience getting hardware replaced under warranty has been like.
I currently have a call open with NETGEAR to have two of the original 2TB disks supplied with my Ultra 6 replaced but I'm finding their responses less than helpful. They've accepted my claim for warranty replacement OK, once I'd supplied proof of purchase and the NAS log files but are saying that they can't possibly replace two drives at once, nor would they cover the postage costs of returning the failed drives to them.
I reluctantly sent them the first of the failed 2TB disks at my own expense and then received a 1TB drive back in return! When I said this was unacceptable service and suggested that they provide both of the 2TB replacement drives as soon as possible and as a gesture of good will, cover the costs of my returning the second of my failed drives (and the 1TB disk they'd incorrectly sent out to me), I was informed by the support agent that they could only do this if I gave her my credit card details as collateral!
I've worked in the IT industry for many years and never had a hardware supplier demand credit details before they'd issue a returns label for a warranty replacement, so this seems really off (and suspicious) to me. I asked where she was based and was told the Philippines, so told her that I wasn't going to give out my credit card details to her over the phone. I also asked why they were required in the first place and was told it was so that I could be charged if I failed to return the drives back to NETGEAR with ten days. I then asked how much such a charge might be was told that she didn't know.
Has anyone else had similar requests to provide their credit card details for 'collateral' ? Is this normal behavior from NETGEAR support agents?
Interested to hear what folks think about this.
Thanks,
Ian
just wanted to ask what other folks experience getting hardware replaced under warranty has been like.
I currently have a call open with NETGEAR to have two of the original 2TB disks supplied with my Ultra 6 replaced but I'm finding their responses less than helpful. They've accepted my claim for warranty replacement OK, once I'd supplied proof of purchase and the NAS log files but are saying that they can't possibly replace two drives at once, nor would they cover the postage costs of returning the failed drives to them.
I reluctantly sent them the first of the failed 2TB disks at my own expense and then received a 1TB drive back in return! When I said this was unacceptable service and suggested that they provide both of the 2TB replacement drives as soon as possible and as a gesture of good will, cover the costs of my returning the second of my failed drives (and the 1TB disk they'd incorrectly sent out to me), I was informed by the support agent that they could only do this if I gave her my credit card details as collateral!
I've worked in the IT industry for many years and never had a hardware supplier demand credit details before they'd issue a returns label for a warranty replacement, so this seems really off (and suspicious) to me. I asked where she was based and was told the Philippines, so told her that I wasn't going to give out my credit card details to her over the phone. I also asked why they were required in the first place and was told it was so that I could be charged if I failed to return the drives back to NETGEAR with ten days. I then asked how much such a charge might be was told that she didn't know.
Has anyone else had similar requests to provide their credit card details for 'collateral' ? Is this normal behavior from NETGEAR support agents?
Interested to hear what folks think about this.
Thanks,
Ian
14 Replies
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- As I said before, don't get too stuck on the HCL. You only have a few weeks of warranty anyway, so what matters is whether the drives work or not.
The ST2000DL003 9VT166 clearly was a risky drive for the NAS, the threads you found showed that.
But the WD2000FYYZ doesn't have threads like that, and there are several threads showing that users have been using them. They are enterprise class drives, unlike the consumer ones you got before. I'd test them with Lifeguard, and if they pass I'd use them.
That said, in my opinion Netgear either needs to update the HCL on these older NAS or relax their support stance if people stray off the list. - Thanks StephenB,
I just get concerned when the disks aren't listed as compatible on NETGEARs own site.
I've since had another message from Tech Support to say that the WD2000FYYZ is certified for use in the Ultra 6 but just hasn't been added to the HCL as yet, so I will go ahead and give them a try tonight.
Your suggestion to use Data Lifeguard on them first is sensible, so I'll download that and give them the once over.
Thanks again for your comments & assistance, it's much appreciated. 8) - BTW, I generally do a short test, followed by the destructive write test (complete zeroing). I've found that the write test sometimes turns up issues that the non-destructive read tests miss.
- Cheers, I'll go for that option too then.
I agree that the destructive read/write test is always more likely to pick up on any bad blocks.
:)
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