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Forum Discussion
Very frustrating tech support (15682575)
I purchased a ReadyNAS Ultra a few months ago. The first unit failed and was replaced by NetGear. I had to pay for the shipping... Almost immediately the second unit started acting up. This has tur...
Guys - just my opinion but i don't think the last 2 comments are particularly helpful, and may even antagonise further a clearly frustrated customer.
If I look at the feedback given to the OP, have to say that even though I consider myself reasonably experienced with ReadyNAS devices, much of the feedback isn't exactly clear, and would, particularly if I was a new user, cause me to be concerned about trusting a device that can suffer such a signficant software failure. Also the seeming to bounce around between different support agents - not something a customer needs to see even if it is necessary for Netgear to do - only causes further unnecessary concern and frustration.
I'm not contesting at all that the Support team is working hard on this, but when a customer has a serious problem like this and is worried - getting the communication right (clear, concise, relevant and timely) is as important as the support of the technical issue itself. With that in mind, rather than telling a customer he is wrong and, in effect, should be appreciating the support he is getting, or the seemingly slow resolution to the problem is in part his own fault for not having an additional backup just doesn't seem appropriate to me. It would be far better if someone from Netgear directly involved in the case could just keep him a little better informed - and a far more convincing way of showing the good support that is claimed.
Just my $0.02 that probably counts for nothing - but I hope someone involved in the case does get to read this.
If I look at the feedback given to the OP, have to say that even though I consider myself reasonably experienced with ReadyNAS devices, much of the feedback isn't exactly clear, and would, particularly if I was a new user, cause me to be concerned about trusting a device that can suffer such a signficant software failure. Also the seeming to bounce around between different support agents - not something a customer needs to see even if it is necessary for Netgear to do - only causes further unnecessary concern and frustration.
I'm not contesting at all that the Support team is working hard on this, but when a customer has a serious problem like this and is worried - getting the communication right (clear, concise, relevant and timely) is as important as the support of the technical issue itself. With that in mind, rather than telling a customer he is wrong and, in effect, should be appreciating the support he is getting, or the seemingly slow resolution to the problem is in part his own fault for not having an additional backup just doesn't seem appropriate to me. It would be far better if someone from Netgear directly involved in the case could just keep him a little better informed - and a far more convincing way of showing the good support that is claimed.
Just my $0.02 that probably counts for nothing - but I hope someone involved in the case does get to read this.
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