since one week offline - poor support (#18678735)

another two weeks passed by and there is still no solution in this case!

I would be more than happy, if the Jedis could have a look at my ticket.

well i looked at your case and its constantly beeing worked on by l3 support.
latest update is from today.

Well, then you should improve your communication to customer. I only receive sporadically response from the service. Today late afternoon, I received one notice after asking three times.
And, oh wonder, the NAS is up again. All data is there but the config is lost(!).

I really wonder, why it takes 3 weeks to fix a problem, that happened through its own (old) firmware?

I've gone through this 5 times and I'm really sick off! I cannot believe how you can ship boxes which old firmware that harms actual systems???
In future you should ship the fans only. You can save a lot of money and also save a lot of frustration from customer side.

But thanks, that you cared for this thread even (even if it took two weeks). At least one Jedi seems still alive :D

the issue your nas was experiencing was quite nasty and the only thing that helped was to manually extract the OS from the flash onto the raid.. in that process your config was lost as well (could not have been avoided). but i would say having to reconfigure the nas is the lesser evil compared to backup&factory reset the whole thing.

important is that your data is still there and in one piece.

beisser wrote:
important is that your data is still there and in one piece.

Definitely beisser, definitely :D :D :D

But remember: this happened due to a chassis replacement and took three weeks to recover! And this is definitely not acceptable. Sorry. The whole process and the way the support was given had been a nightmare.

That I didn't lost any data is the only nice thing in this nightmare. When I joined the ReadyNAS Community it took about 24h and then I received an outstanding service. I bought my third NAS because of this experience. But now, Yoda is away, Chirpa is away, no signs of skywalker, han solo etc. ....

And today I have to wait three weeks for a fix and must be happy that my data is not lost? It is not acceptable that old firmware could damage systems in a way that data is in danger. In my opinion the first and only purpose of a NAS should be: Protecting data.

Pls apologize beisser, but this makes me not really happy! And if it is the case, that the old firmware damaged my system in a way that my data is in danger, I'm really outraged that Netgear sent chassis for replacement with this old firmware.

I really lost a lot of trust in ReadyNAS.

Spie - the vast majority of members of the forum are users such as you. There have never been very many Jedi on the forum.

One of the recommendations in most posts where a replacement chassis is coming is to take a spare drive (not one from the array) and remove the partitions if it has been used (do not format, remove the partitions) and install it as a solo drive in the new chassis and update the firmware. Replacement units are refurbished units that are taken off the shelf and shipped out. The firmware will most likely the firmware current when the chassis is refurbished.

All refurbished units (not just Netgear) come in plain cartons so they will not be confused with new units in the warehouse. Refurbished units come without the trays, screws, CD, ethernet cable and power cord as it is expected that you would retain those. BTW those plain boxes without all the extra items also applies to satellite TV receivers as I have had several of those replaced.

PapaBear wrote:
Spie - the vast majority of members of the forum are users such as you.

Yes, I think this is the nature of a forum. The vast majority is looking for solutions and the minor minority tries to help them :wink:
But pls. don't judge about me. Because you have no Idea how many hours and efforts I spent on the telefon and with mailing. The help desk which is responsible for me, is located in poland. They don't speak my language pretty well neither english. The only thing they do, if they respond, is to hand over the tickets to Netgear. They are not Netgear employees. They are total relaxed. They only thing you hear from them is: "we gave it to L3 support". There are not that many guys there, but they don't speak with each other or do a well documentation. So every time, you have contact to them, you have to explain from the beginning. This is what I received. If you do this five times a year, than maybe you can understand my frustration.

PapaBear wrote:
There have never been very many Jedi on the forum.

correct, but in former times they were more present. Before I place a thread here, I do a research what I can do, but in this case, there was no chance for me.

PapaBear wrote:
One of the recommendations in most posts where a replacement chassis is coming is to take a spare drive (not one from the array) and remove the partitions .....

Yes, that's what I learned in the meantime.... But is it nice (and for everyone suitable) first to look at the forum what must be done with a replacement unit? Not really or? I think Netgear would save a lot of L3 capacity and customer frustration if they would do this job better.

PapaBear wrote:
All refurbished units (not just Netgear) come in plain cartons so they will not be confused with new units in the warehouse. Refurbished units come without the trays, screws, CD, ethernet cable and power cord as it is expected that you would retain those. BTW those plain boxes without all the extra items also applies to satellite TV receivers as I have had several of those replaced.

I got three new ones and two refurbished. And I had this trouble five times :? The new ones started with this fan issue after two oder three months and one refurbished had trouble with the power unit, the other one with the display. And this is definitely not nice.

And now after 3 weeks I am at the point where I was 3 weeks ago: My NAS is running but the fans are still odd. Hence, I begin this nice process again.... it is like in the movie Groundhog Day....