NV+ V2 stalling when 80%+ full (20047616)

ahpsi wrote:
IMHO 'proper' technical support should not be so hard on the user while providing so little benefit. Who are the NTGR engineers that can make changes to the firmware and why don't they read the forum, arguably the best source of feedback from the people that use the product they are supporting?

I don't disagree.

Though from a practical perspective, robclark41 needs to get help for his specific problem. Requesting escalation to L3 is one strategy that might get him there faster.

I didn't want to sound like I was disagreeing with the suggestion to escalate and agree it is a valid course of action. Unfortunately I let my frustration color my words. It would seem a solution may be out there but there does not appear to be enough communication between the user base and NTGR to lead us to believe they are aware of or are working on the solution.

*sigh*

It would be nice if they had a known issues list that they kept up to date.

StephenB wrote:
It would be nice if they had a known issues list that they kept up to date.

Thats a pipe dream.

Hi All,
Sorry for the late response - I have been in contact with L3 at Netgear who I have finally managed to convince that they have a serious problem with these units. They have given me a firmware patch to test but unfortunately it hasnt made any difference. At least they are working on it now...

Funny after no reply on my open case about this issue for 3 months I finally also got a software patch

I questioned what does it do before I installed the reply was
"As far as could get this from Engineering, this changes a few runtime variables to limit searching for space to write to on the disk, this should make it much more responsive when writing when full.

But according to them it should solve the hanging when trying to write when getting closer to full in certain situations. "

i've had my case open for about 3.5 months now and still haven't got any help from netgear.

level 2 wont advance the case to level 3
level 3 won't talk to me unless i agree to the dodgy "remote access policy" (i don't agree to the terms of it)
customer services response so far: "We really want to work with you to resolve the issue however, at this stage, we still need to do further technical troubleshooting to find out exactly what the issue is."

at least you guys seem to have gotten a little further with your cases?

davexyz wrote:
I finally also got a software patch I questioned what does it do before I installed the reply was "As far as could get this from Engineering, this changes a few runtime variables to limit searching for space to write to on the disk, this should make it much more responsive when writing when full.

So basically they let QNAP address it for them? viewtopic.php?p=386623#p386623

Hauser, I am also having a nightmare with Netgear support. It is unbelievably bad. The last patch they gave me to fix the problem did not work. They have now said 'accept our remote access policy or we will close the case'. I find their level 2 support guys rude, arrogant and unhelpful. Unless I give them unrestricted access to my unit and all my personal data they will not help me. It is a terrible way to do business, if only there was somewhere official we could complain about this and force a solution out of them. I have conceeded to letting the L3 guys remote onto my PC but said I wanted to be there when they did it so I could see what was going on. This apparently is not aloud, they prefer to snoop, steal and mess with all your data in the privacy of their own offices in their own time. What annoys me the most is that they will not try and reproduce the issue in a test lab. It is very simple and easy to reproduce but they will not do it. This make me furious, with one fell swoop it would tell them that this is a general issue and not restricted to a few cases. I'm at my wits end... what to do with these idiots?!

Hi robclarke41, I’m not even sure if it's legal for them to be asking me to waive that kind of rights, USA based companies like to think they have the right to dictate rules on other countries. it's been nearly 4 months since I raised the support case with them and I’m still yet to have any assistance from them, be it a beta patch or anything.

Yes NETGEAR sold it as a disk-less unit & Yes I did purchase drives that are on NETGEAR's HCL for this NAS. But yet I have issues with their device within operating specifications that had been established by NETGEAR, it has to be clear that they DID NOT fully test even the most basic feature of their product (storing files)

I know for sure this has been my last purchase of any device that bears the NETGEAR trademark & I’ve been informing my colleagues to not purchase anything from NETGEAR either, with the bad support they have anyone would be a fool for buying anything from them knowing how little support they actually offer.