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Forum Discussion
What is the best way to get Netgear support?
Email, phone, chat? I am having the darndest time with Level 2 support via email. Extremely slow and not at all productive. This has been going on for several weeks. They have said my case is getti...
Believe me when I say that I understand email is not going to result in a quick resolution. I did try calling in but apparently because the 314 is a business unit I called the wrong number. The tech kindly provide the business NAS support number which I confirmed several times was still going to get answered during non business hours in PST. I was very clear on the question and my location. Of course when I called it was a no go. I could have been a quick resolution had the communication at netgear been better, see below. That being said, are you saying that by calling there is better support? When chatting the tech was only searching the interwebs as I had already done, apparently neither one of us are very good at it because he never did come back with a response.
As far as the Secure Diagnostic Mode it would be good to to hear a proper explanation of why remote access needs to be granted for such a long period of time. I was only told to enable it so they could escalate the case even after I asked why that was necessary. I never received a proper explanation until I spoke with level 3. The T&Cs clearly state that ALL data will be accessible by support. For me this required removing any data that I feel is too sensitive/personal to allow support to see if for any reason curious minds wanted to pry. Paranoid, perhaps, but I don't think so.
I will say that as soon as Level 3 contacted me, even without much asking the gentleman addressed many of my previous questions and pointed me in the right direction very quickly. Just getting to that point was slow, non productive, and frustrating since I am not an expert and trying to gather as many clues and symptoms as I could to figure it out on my own. I should state that by trade I do some troubleshooting in FW, HW, and SW.
Speaking of already known. I understand the difficulty, but there is clearly a disconnect between engineering and the support group. Twice now I have had two issues that have been known by engineering but not by support. I don't want to minimize that challenge, because I know how difficult it can be communicating a dynamic situation. But, it is an observation.
As far as the Secure Diagnostic Mode it would be good to to hear a proper explanation of why remote access needs to be granted for such a long period of time. I was only told to enable it so they could escalate the case even after I asked why that was necessary. I never received a proper explanation until I spoke with level 3. The T&Cs clearly state that ALL data will be accessible by support. For me this required removing any data that I feel is too sensitive/personal to allow support to see if for any reason curious minds wanted to pry. Paranoid, perhaps, but I don't think so.
I will say that as soon as Level 3 contacted me, even without much asking the gentleman addressed many of my previous questions and pointed me in the right direction very quickly. Just getting to that point was slow, non productive, and frustrating since I am not an expert and trying to gather as many clues and symptoms as I could to figure it out on my own. I should state that by trade I do some troubleshooting in FW, HW, and SW.
Speaking of already known. I understand the difficulty, but there is clearly a disconnect between engineering and the support group. Twice now I have had two issues that have been known by engineering but not by support. I don't want to minimize that challenge, because I know how difficult it can be communicating a dynamic situation. But, it is an observation.
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