ReadyNas102 Freeze, no network response #25252854

Hi Vandermewe,

they have replied to my ticket, "inviting me" to buy next support level.

On your case, for us to determine where the issue really is, further troubleshooting needs to be done on the NAS and since the NAS is already beyond the free support entitlement, the support that we can provide is only limited to the Hardware check. In order for us to escalate this case to the Next Level of Support, an existing OnCall Contract is recommend to be attached on the record of the NAS.

I understand all companies wants to make money, I accept it, but how they can check it is not a HW issue without further troubleshooting? (as in case it is a HW issue, they offer me free replacement). What happens whether in the end it is a real HW issue and I've paid for something I shouldn't be charged with?.

I've request them a way to discard it is not a HW issue, and then I will accept to be charged with a contract to solve the software issue.

BTW: I didn't have a chance to downgrade the Firmware version yet, however in case it solves the issue, I would like to ask how they can release a Firmware version with such troubleshooting done to check whether it breaks devices, maybe developers are beyond the free support entitlement too :lol: