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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 turned into a tech support nightmare. I opened the case 10 days ago. I've done everything requested promptly and to the letter. And there is still no resolution in sight. Right now the unit has been sitting in TechSupport mode (so it's completely off line for use) for the last 3 days waiting as requested, waiting for it to be escalated to level 3.
From my perspective, this tech support experience has been extremely poor because:
1. Lack of continuity and handoff with technicians. When a tech is off, my case languishes. Sometimes for days.
2. Communication via personal email. Techs leave for training or days off, and my responses sit in their email boxes.
3. I have absolutely no access to case notes or status, since the case was initiated over the phone.
4. I receive emails that say "After reading and agreeing to the terms, reply to this email, quoting the policy...", but they are from "do-not-reply@netgear-support.com". I reply anyways... what else can I do? When I call to find out my case status, I'm berated for not updating my case notes on-line, which I can't access. Catch 22.
I've probably invested 10 hours of my time calling tech support, waiting on hold, setting up my cable modem/router for remote access, etc.
If I had access to the case status, and could easily see exactly what is (or more likely IS NOT) happening with my case, then this would not be quite so frustrating. I could make sure my responses were being promptly recorded into the case, instead of going into a black hole, and having to repeat emails multiple times with different techs.
I have to say, I'm very disappointed with my NetGear ReadyNAS purchase at this point.
James
From my perspective, this tech support experience has been extremely poor because:
1. Lack of continuity and handoff with technicians. When a tech is off, my case languishes. Sometimes for days.
2. Communication via personal email. Techs leave for training or days off, and my responses sit in their email boxes.
3. I have absolutely no access to case notes or status, since the case was initiated over the phone.
4. I receive emails that say "After reading and agreeing to the terms, reply to this email, quoting the policy...", but they are from "do-not-reply@netgear-support.com". I reply anyways... what else can I do? When I call to find out my case status, I'm berated for not updating my case notes on-line, which I can't access. Catch 22.
I've probably invested 10 hours of my time calling tech support, waiting on hold, setting up my cable modem/router for remote access, etc.
If I had access to the case status, and could easily see exactly what is (or more likely IS NOT) happening with my case, then this would not be quite so frustrating. I could make sure my responses were being promptly recorded into the case, instead of going into a black hole, and having to repeat emails multiple times with different techs.
I have to say, I'm very disappointed with my NetGear ReadyNAS purchase at this point.
James
46 Replies
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- Still no contact whatsoever or progress...
- If anyone is interested in purchasing this unit from me, please make me an offer. I'm not sure what's wrong with it... gut feeling is it's simply a very fouled up configuration, and nothing to do with hardware, since the issues and failures keep bouncing around so much. Time to move on... I need to find something else that will work for me.
It's an Ultra 4 Plus, model RNDP400U. It was purchased in March, but the original unit was replaced by NetGear in April.
James - Have you ever done a factory default on it?
- No. I've offered that up to tech support at least twice, and they've never told me to do it.
Seriously, I'm done with NetGear - I'm not spending any more time on it. I just ordered a Synology. I'll try to sell this unit, as it doesn't look like Amazon will take it back, even though it's definitely been a lemon. - Over the past 10 months, I have had nearly the same issues as JamesHaskell has described but with a pro pioneer.
I however have not sought technical support and instead have dealt with such issues through continuous software rebuilds. - @dk0r - See my nightmare thread here as well --> viewtopic.php?f=10&t=56118
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