Can Anyone Out there Help Push Case #19257000 ?

I was not seeing any updates in Sept. (from either party). Maybe there is another case?

I suspect no one is updating the notes when I email in? I sent another around 5 or 6 hours ago today.

Sadly, I'm astounded by the lack of support and response I'm getting from Tier 2. I just found out this call was closed (who knows why), but no resolution or response. A quick run down of everything is below. I have the Tier 2 techs name but I feel it's inappropriate to post it publically. If anyone at Netgear would like it, I'd be happy to provide it to anyone with an @netgear.com email address.

If anyone is listening, could you please help me get my money back on this unfortunately defective unit?

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August 21: Netgear Case Created.

August 22: Netgear requested that I reinstall the Operating System

August 22: I reinstalled the Operating System, waiting to see what happens.

August 24: Follow-up from Netgear to see what's happening

Sept 2: I let Level 2 know that the issue is still occurring.

Sept 3: I let Level 2 know that it happened again today.

Sept 28: Hearing nothing from Level 2, I email in and request that they just RMA it.

Sept 28: I posted this thread hoping someone would help.

Oct 1: NetGear tells me this is a known issue with iOS6. I explain the issue started pre-iOS6 and also that it happens outside of my phone (the box itself dies).

Oct 1: NetGear says they will continue to investigate the issue. They don't collect logs or ask for any more information.

Oct 17: I let Netgear know I've been holding on to a paperweight of theirs for 3 months. As someone who does support for a living, I try not to be rude, but I was certainly upset.

Oct 24: Nothing from Netgear since 10/1... I'm upset... I'd like the thing returned and for Netgear to pay me for it, I've lost faith in the product and the support. I notice that my case with netgear, the number in this call, has been closed with absolutely no notes except their request to have me reinstall the Operating System. I open a new call (19729978) requesting that they please take this item back and refund my money. I got a few good weeks out of it, and then nothing. I would have returned it to Amazon if I realized that NetGear would go so long without offering a solution.

I have not seen any activity on the account since early September. I can have someone call you to see if we are able to help speed this up a little bit.

Could you please download all the logs to your NAS, and call 855-PROSAFE and Support can re-open your case...if not we will open another Case and help to resolve your issue.

Thanks Brian & OOM-9, Cody reached out to me and now that we have power, I'm going to see if we can get this thing going.

Sadly, the next tech wasn't any more helpful. He collected my logs and then emailed me this:

Thank you for choosing Netgear, my name is _____ and I will be your support engineer. There is always the chance that the 4.2.22 firmware may have a bug or be somewhat incompatible with the addons you have installed. I would recommend you try downgrading to the firmware it worked stable on and see if the issue is resolved. Also, defiantely [sic] keep an eye out for any future firmware releases as they may resolve you issue. Hope this helps. Thanks.

... and then he closed the call.

I'm Done.

May I ask what add-ons do you have installed?

You can try downgrading e.g. to 4.2.21 following the procedure for a local update here: http://www.readynas.com/RAIDiator_x86_4_2_21_Notes)

Plesk was the only add-on I recall, but it's been a few months since I've done anything but power it up to grab a file. It's been rebuilt a few times now to try and fix this, so it's possible there was nothing at all on the box.

I emailed customer service back on the 9th to process a refund (as suggested by Cody) but I haven't heard back yet - I sent a follow-up email just now.