Service Action to Prevent PSU Failures in ReadyNAS NV/NV+

Ehh.. since the two jedis are not responding to my post.. anyone else can help me? Will I be get my replacement PSU for my affected ReadyNAS NV+? Or I have to purchase it myself?

Regards,
Gaiason

I would call back Netgear and get the problem escalated. Be persistent, be polite, but insist that they look into the PSU problem by having them look at this thread or have them contact a senior Netgear rep in the US.

Having just been through this process myself: The tech I spoke to had no trouble finding information about the problem, and quickly authorized an RMA. He then transferred me to the "RMA department". The first-line person I spoke to there told me that the unit was long out of warrantee so she couldn't process an RMA - but would ask her supervisor, who would call me back. No one called back in a couple of days, so I called support again. The person I spoke to the second time saw all the notes and contact the supervisor directly. He approved the RMA, and I was transferred back to the "RMA department" to work the details.

Only surprise in the process: You have three ways to handle this. If you send your existing PSU in first, they send you a replacement for free - all shipping covered. Of course, your unit is down for days. (If your PSU already burned up, it's down anyway....) Alternatively, they can ship you a replacement first, and you ship the old one back. You have a choice of a couple-of-day shipping option (about $20), or an overnight shipping option (about $25).

Since my unit is working fine, I took the couple-of-day shipping option.

Given the nature of the problem here, and the fact that this is a service action to prevent a known problem, I was a bit surprised to have to pay to avoid having my unit artificially out of action for days. It's not a great deal of money so I didn't argue the point, but I will raise it here....

well those are standard-shipment options. these have nothing to do with the power supply. you have those with any netgear-product. thats just how it works.. there are no special contracts for power-supply shipping or anything.

Ok, so I will try my luck and call back again to escalate the issue next week.. and of course demand them to see the thread and provide a RMA politely. I have been very patient with them on last call but they just throw me off with "your machine is out of warranty".

I will post back with my results. Thanks.

Regards,
Gaiason

You could suggest they reference my case ID: 9184939

Today I started to get the bad smell :-(
I have logged it online via the my.netgear.com site so hopefully it should get to the UK team and get me one sent out.
I have a case id of: 9262105, just in case any Jedi can expedite the process ;-)

Spoke with the RMA team today, they initially said no to replacement - again pointing out the service action and this thread helped. My problem was that I had confused them into thinking I wanted the whole box swapped not just the PSU. So if you do get push back explain just power supply!

In UK you also have the 3 options - free but you have to send your PSU in first, £13 for 5-7 days they send you the replacement, then you swap and post back, or £30 next business day sent to you.

Hi all,

Here is my status on trying to "escalate" my RMA here in Singapore. I've called 800 6011 369 about 5 mins ago, and spoke to this guy name "Shawn". I calmly spoke tell him my case no., the whole service action and RMA of the affected Readynas NV+ PSU issue.

He spoke to me in his sleepy tone that Netgear have stopped providing RMA for the products as it is over 2 years and it is "out of warranty". I told him about this site and the forum that some of you guys are getting RMA.

He said that Netgear has a different policy in Asia and so I am just out of luck on this. He then told me I will be able to get the replacement parts at buynetgear.com. Which I do not even see any International shipping. Sigh.. :(

Regards,
Gaiason

gaiason wrote:

Hi all, Here is my status on trying to "escalate" my RMA here in Singapore. I've called 800 6011 369 about 5 mins ago, and spoke to this guy name "Shawn". I calmly spoke tell him my case no., the whole service action and RMA of the affected Readynas NV+ PSU issue. He spoke to me in his sleepy tone that Netgear have stopped providing RMA for the products as it is over 2 years and it is "out of warranty". I told him about this site and the forum that some of you guys are getting RMA. He said that Netgear has a different policy in Asia and so I am just out of luck on this. He then told me I will be able to get the replacement parts at buynetgear.com. Which I do not even see any International shipping. Sigh.. :( Regards, Gaiason

he is correct if your serial number is not within the affected range of powersupplies.

if it is within range then hes simply wrong. i would call again and have them escalate your case further up.