ReadyNAS Duo stopped booting - how can i escalate? #18821912

Please post your case number.

And here's me thinking it was just me that got nowhere with tech support. Not only did I waste considerable hours today talking to 5 different people who couldn't help, when they did email me an update, they called me by the wrong name and cc'd in a completely random bloke in OZ . When I got talking to him by email, turns out it was his case number, and he was stuck as well !!?!!>

The last tech support person was actually very understanding, realised the idiot (me) on the end of the phone appreciated honesty after he had asked me if I had called Netgear about the problem before, reeled off his ID number and Technical Expert title, then proceeded to tell me tech support was shocking, crap lines in, couldn't dial out, 30 minute wait que's for people, embaraassed by the service they offer. Interesting take on it. I almost felt sorry for him.

Whatever.. Good luck getting your problem fixed. Judging by the constant posts in this forum about them crapping out, not booting, losing information,etc etc etc I'm amazed the product(s) gets such good reviews.

I'll ping a support rep. Hopefully he can arrange for someone to get this sorted for you if another rep doesn't notice this first.

It's inevitable that the small percentage of users who have problems are the ones who tend to post on the forum.

I have multiple ReadyNAS units and I've found them to be highly reliable.

Appreciate your help mdgm. Here is my case no:

Case #: 18821912
Problem: Reliability
Cause: Device will not boot up completely
Status: Open

I have reached out to support to look into these cases.

Thank you all for nudging Netgear support - i have now received a confirmation that my issue has been escalated to L3 :)

I do not understand this sentence on their reply:
"You do not need to reply for now so that the case will not de-escalate back to level 2 bin."
Does this mean replying to this case number thread will de-escalate my problem back to L2???

For L3 to remote access my ReadyNAS duo drive they need the WAN IP address of my router. The router IP is not a static IP so its change is out of my control. Every so often i check http://www.subnetonline.com/ and update Netgear if my IP changes!
So should I keep updating them or not? Or am i missing something fundamental?

mdgm wrote:
It's inevitable that the small percentage of users who have problems are the ones who tend to post on the forum. I have multiple ReadyNAS units and I've found them to be highly reliable.

Fair comment. I was having a rant. Crap day ! Eduardo has progressed to Lvl3 and has been as helpful as he can be.

patientJoe wrote:

Thank you all for nudging Netgear support - i have now received a confirmation that my issue has been escalated to L3 :) I do not understand this sentence on their reply: "You do not need to reply for now so that the case will not de-escalate back to level 2 bin." Does this mean replying to this case number thread will de-escalate my problem back to L2??? For L3 to remote access my ReadyNAS duo drive they need the WAN IP address of my router. The router IP is not a static IP so its change is out of my control. Every so often i check http://www.subnetonline.com/ and update Netgear if my IP changes! So should I keep updating them or not? Or am i missing something fundamental?

Hi, it has been 5 working days since i received a confirmation that my issue has been escalated to L3. I haven't received any update so far :( Any ideas on how i can find out what is going on and possibly an ETA?

NB: My readyNAS is still on tech support mode - it has been in this state for 15 days in total.