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Forum Discussion
RN104 freezes 5 minutes after boot
Hi, I have a problem that started just over a week ago with my RN104 freezing shortly after booting up. In its frozen state, I cannot connect to shares, the web admin page is non-responsive, Read...
It didn't sound like they could escalate it. Instead I would need to push it to the next level support, and the method is via these forums.
How often do the support people review the posts here (i.e. how long might it be until I get a response)?
I don't have the support ticket anymore, and can no longer see it on MyNetgear (perhaps they closed it?). In case it helps anyone, the serial number is 3EP133E000D19.
aolennick wrote:
It didn't sound like they could escalate it. Instead I would need to push it to the next level support, and the method is via these forums.
They could have, though they might have had to charge.
This isn't the "next support level", this is a community forum. This isn't the path to escalate your case.
Hi aolennick,
Welcome to the community!
I apologize but your product is no longer under warranty for support. The support staff who assisted you offered to escalate your case but you declined to pay. Can you try to boot your ReadyNAS in Volume Read-only and tell us if it'll give you access to your files?
Kind regards,
BrianL
NETGEAR Community TeamHi BrianL,
I'll try booting as Volume Read-only and let you know.
The phone staff seemed to indicate that I had two options - pay for further phone-based support, or use the community forum - and either would give me access to the higher-level support that I need.
Note that I am based in Australia and under our local laws both the retailer and manufacturere have an obligation to support the products they sell for the lifetime of the product. Given that my NAS is still under hardware warranty then it would be expected to still be within its lifetime. And we are regularly told by our local media and regulator to be careful with offers to pay for warranty and support, as often this gives nothing extra than what must be provided by law. In this case I'm happy to recieve support by forum instead of phone - as long as I do get that support and it is in a timely manner. Thus I elected not to pay.
Regards,
Andrew.
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