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Forum Discussion
Exact Steps For Getting Into Tech Support Mode?
Ultra-6, experiencing the infamous "Boot-Shutdown Loop". I'll call support as soon as I have the box in Tech Support mode and have the ID number. But the LED display goes dark instead of supplyi...
PeteCress wrote:
What would be impressive (maybe "impressive" is too strong a word.... "expected" fits better...) - in the context of overall NetGear support - is sombody answering the phone, understanding my statement of the symptoms, knowing who can fix the problem, and hooking me up with same in, say, fifteen minutes or less.
no chance.. the amount of L3 Engineers is pretty limited and they have loads of work. i fixed your issue in my own free time.
what normally should happen is this:
1. you call
2. L1 takes the call, gathers all necessary info and escalates it to L2.
3. L2 does some troubleshooting (a specific symptom can have multiple causes, so they need to try to figure out whats going on)
4. L2 asks you to put the unit in techsupport mode and escalates the case (if they cant fix)
5. L3 takes up the case after a while (depending on how much workload they have) and fixes the problem if possible
this can take anywhere from a couple of minutes to several hours (sometimes even days).
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