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Interested in purchasing Pro-Support but can't find contact
Hi all,
I am keen to find out more around the Pro Support service offering... My complimentary support expires in January and as this unit will support a business, I feel the Pro Support could be useful. However, there is very limited information on this or even a sales contact number. I asked one of the support agents who could tell me the cost but didn't really know a great deal around the features etc.
Does Pro Support just entitle me to continue with phone support or does it afford me access to a more senior pool of engineers? I know it includes things such as NBD replacements and keeping dead disks etc.
I'd like to discuss purchasing this with somebody but there are no details that I can find.
Thanks...
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You could contact Sales.
You can have a read of http://prosupport.netgear.com/technical_support.html
If you login to my.netgear.com there is the option to purchase a support contract online.
Whether you are within the 90 days or you have a support contract your case can be escalated if the agent handling the case determines that it is necessary.
If you're not happy with how a case is being handled let me know the case number and I can review it.
Thanks... I would prefer to speak with a sales contact.
Do you have a number I can use? I am UK based.
From what the technical support agent advised, the Pro-support is basically the same as the complimentary 90-day support with the benefit of NBD RMA's and keeping the hard drives in case of needing to replace. Previously I thought the pro-support was a premium engagement and meant you worked with more senior engineers etc.
There is no ongoing case in this instance... I am being proactive.
You could take a look at the Contact Us page on our website.
5 year NBD are included now with business class models. Provided of course that you purchased after that was introduced.
The support contract extends the software support beyond the 90 days. You still get onto the same support engineers. Cases are escalated to more senior engineers if that becomes necessary.
As for the Defective Drive Retention service see e.g. http://prosupport.netgear.com/pdf/NETGEAR_Defective_Drive_Retention_Service.pdf
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