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Forum Discussion
Worst Customer Service ever? [Case #17104960]
I have been a faithful Readynas fan for years, first with the 600 series, then the NV+ and now "upgrading" to the Readynas Ultra 4 Plus (bought diskless together with four seagate drives I bought separately, 2TB each).
Four days ago out of the blue I started getting warning messages about voltage fluctuations. Kept looking at the logs, and health status, drives were all fine, and I immediately went about contacting netgear support - I had bought the 3 year next day delivery support contract.
Initially, I got through to tech support, they agreed there was a defective power supply, and agreed on next day shipping for a new unit. In the meantime, WHILE I WAS ON THE CALL, the Readynas completely failed (timing was unbelievable).
Anyway, fast forward to two days ago, I get the new Readynas, swap the drives over, and package up the old one. When I turn on the system, it indicates the third of my four disks has completely failed, dead, kaput. I do some checks on the drive, and it does appear to be fried.
I then call back Netgear, explaining that the system, when it crashed, took out one of my drives, and I felt that since this relates clearly to the defective ReadyNas (not a defective drive, since it worked just fine for a month before, no issues), they should provide me a replacement. On the first call, two nights ago, the tech support representative went away, came back and after an hour back and forth, actually told me though the drive did not come with the NAS, they had authorized the replacement. Since i obviously can't send the drive back to Seagate and claim to them their drive was defective - it was the NAS that killed it.
Next day... I get a call back. Sorry sir, did not come with the NAS, we cannot replace it. I spent all day going back and forth, sending my proof of purchase, etc. Finally at 11pm at night, I get a call (waking me up) stating "we went to HQ and they said no". Excuse me?
I am so ticked off - understand this was a third party drive, but when the fault clearly and undeniably traces back to the NAS itself which was supposed to be brand new, I would think Netgear/Readynas would do the honorable thing. Apparently now this is going to customer service, but I have little faith given what I just have one thru for a couple of days. First being told we were set, then being told (as if the prior conversations did not happen), no we are not.
Anyway, between this and my other frustrations with the Ultra, compared to my old NV+, I am starting to think this is just no the same Netgear (or Readynas) I used to deal with. Frankly didn't help that everyone in support I speak to clearly are overseas with poor telephone connections and half the time I have to ask them to repeat themselves because I can't hear or understand what they are stating.
Frustrated.
Four days ago out of the blue I started getting warning messages about voltage fluctuations. Kept looking at the logs, and health status, drives were all fine, and I immediately went about contacting netgear support - I had bought the 3 year next day delivery support contract.
Initially, I got through to tech support, they agreed there was a defective power supply, and agreed on next day shipping for a new unit. In the meantime, WHILE I WAS ON THE CALL, the Readynas completely failed (timing was unbelievable).
Anyway, fast forward to two days ago, I get the new Readynas, swap the drives over, and package up the old one. When I turn on the system, it indicates the third of my four disks has completely failed, dead, kaput. I do some checks on the drive, and it does appear to be fried.
I then call back Netgear, explaining that the system, when it crashed, took out one of my drives, and I felt that since this relates clearly to the defective ReadyNas (not a defective drive, since it worked just fine for a month before, no issues), they should provide me a replacement. On the first call, two nights ago, the tech support representative went away, came back and after an hour back and forth, actually told me though the drive did not come with the NAS, they had authorized the replacement. Since i obviously can't send the drive back to Seagate and claim to them their drive was defective - it was the NAS that killed it.
Next day... I get a call back. Sorry sir, did not come with the NAS, we cannot replace it. I spent all day going back and forth, sending my proof of purchase, etc. Finally at 11pm at night, I get a call (waking me up) stating "we went to HQ and they said no". Excuse me?
I am so ticked off - understand this was a third party drive, but when the fault clearly and undeniably traces back to the NAS itself which was supposed to be brand new, I would think Netgear/Readynas would do the honorable thing. Apparently now this is going to customer service, but I have little faith given what I just have one thru for a couple of days. First being told we were set, then being told (as if the prior conversations did not happen), no we are not.
Anyway, between this and my other frustrations with the Ultra, compared to my old NV+, I am starting to think this is just no the same Netgear (or Readynas) I used to deal with. Frankly didn't help that everyone in support I speak to clearly are overseas with poor telephone connections and half the time I have to ask them to repeat themselves because I can't hear or understand what they are stating.
Frustrated.
4 Replies
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- From Support side, it's hard to pinpoint whether the drive was going bad or whether the PSU actually messed it up. I would suggest just going thru Seagate and getting a RMA for it. They're pretty good with regard to that. I think you'll have better luck and a quicker solution going that route.
- I am going to try to go back to them, but I frankly think the power supply clearly was the culprit on the old machine, and that with its dying somehow the one disk did not go down gracefully (three survived).
- Just for reference in the future, whenever you start getting power fluctuation, turn off the box and don't use it until you get the PSU replaced. PSUs are 2nd in line for failure behind hard disks and you certainly don't want to be running disks on fluctuating power, especially since you plainly got the email alerts.
- Is the drive still under Seagate's warranty? If so, you may just want to RMA direct through them, as it's much faster.
http://www.seagate.com/www/en-us/support/warranty_%26_returns_assistance
I have replaced more than my fair share of Seagate drives and never had them question any returns.
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