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

This week, I became a victim of this too. Oldest of my three ReadyNAS NV+ units - still within 5 year warranty - all of which are registered at mynetgear.com.

Serial number falls within the affected range... 000DA2013C82

Filed a case (12723094) at online support (mynetgear.com) on 7/28/2010 10:18:00 PM and a follow-up on 7/31/2010 12:21:00 AM to the same case number having had no acknowledgement as yet.

I live in Japan, but am not a Japanese speaker, so hopefully this can be sorted out online / by email without me having to call a Japanese support line.

Looking online I haven't even been able to find a supplier in Japan of the replacement PSU's if I have to go down that route.

I live in Japan, but am not a Japanese speaker, so hopefully this can be sorted out online / by email without me having to call a Japanese support line.

Hello - may I suggest that you contact the US helpline? I realise this is an extra cost.

I went through the same PSU issue and, as I'm impatient, I called the US help line due to the problem happening when I was out of local support hours. The issue was so well known the US team was able to authorise an RMA very quickly (15 mins on the phone max including being transfered from front line to the tech team to the rma team).

I'm sure they will be able offer advice on an english support option in Japan too (I still had to contact local support to get the PSU sent once the RMA was approved)

Good Luck

I added a note to your case authorizing the RMA, but I can't do anything about the lack of response time.

chirpa wrote:
I added a note to your case authorizing the RMA, but I can't do anything about the lack of response time.

Thank you - very much appreciated. Will see if I can sweet-talk my secretary into calling the Japanese support line for me on Monday.

Update:
Have now spoken to the Japanese support line. They are saying because it is an Infrant branded unit they will not honour the RMA, but I can send the unit back for repair at a cost of Yen 20,000 (> $200 US). Given I can buy a brand new diskless NV+ in Japan for Yen 34,000 that seems unreasonable. I note that in the US the part seems to be available for around US$100 so if I cannot get the RMA may have to see if I can buy one online.

Hi,

My NV+ -- bought about a week before Infrant were purchased by NetGear -- has a nicely burnt smelling PSU as of today. The unit is in the affected serial number range.

I seem to recall the units bought from Infrant had only a 1-year warranty so am I SOL even if this is the recognised issue? To complicate matters I bought the NV+ while living in the USA but am now in the UK.

Thanks,
Garry

Hi everyone,

Looks like i became a victim of this 3 days ago. Went to grab a file from my NAS and it wasn't responding, went into office and it was dead, will not power on at all.

Serial number is 000d-a201-4491 which appears to fall under the affected units. Purchased July of 2007.

I called support and was told the unit was registered to someone else, (name and phone # did not match) purchased in 2005. I bought this unit brand new in 2007 and have the invoice. From what I can read the warranty starts in August of 2007, sigh :(

I was told my unit was not under warranty but i could get troubleshooting support for $75 an hour.

What can i do? looks like im on my own here, where can i order a compatible PSU?

Thanks
Kyle

Update to this thread. Called back customer support yesterday (Wed Dec 29th) and it looks like i got approved for an RMA. It was a bit of a process, I got handed off to 3 or 4 different departments and spent ~ 1.5 hours on the phone.

Im happy that it got to the right individual(s) that understood the problem and could address it for me.

Thanks
Good luck to all with this issue
Kyle

Hi,

An update -- after opening an online support request and calling the UK support line I've got a replacement PSU in the mail.

Was hugely impressed with the support -- I'm actually looking for another NAS box and this expeirience may help sway me to ReadyNAS Ultra instead of Drobo.

Garry

*bump* :neener:

I have one of the affected NV's and already had the PSU replaced, however on blitzing the unit with the current 4.1.7 firmware, the link for the "Enhance Thermal Characteristics" is dead:

http://www.infrant.com/download/addons/ ... cs_1.1.bin

URL-hacking to:

http://www.readynas.com/download/addons ... cs_1.1.bin ... or
http://www.readynas.com/download/addons ... cs_1.1.bin ... or
http://www.readynas.com/download/addons ... cs_1.1.bin ...

... all also 404. So is this add-on still needed, or is this "feature" already "baked-in" to the 4.1.7 firmware? :)

I posted in another thread this morning about this, but my NV+ died yesterday (PSU failure) and the serial # falls into the affected range in the service action. Phone support wasn't helpful at all...does anyone have a contact that can help me get the ball rolling with an RMA? I would even pay for part of the replacement, I'm just not crazy about $120 for a part that was likely to fail anyways and is much more than your average PSU price.