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Forum Discussion
Cost of support?
Hi, I have just been told via Netgear support that I will need to pay £60 to fix a problem that has occurred with my ReadyNas Duo v2. And that the fix is good for an entire week! But if it occurs again after a week or so I will again need to pay £60 for more support. This seems to me to be extortion? Since if the problem is down to software then there should be instructions for fixes available online. It seems unreasonable to expect customers to pay for this kind of a service. My device simply stopped working correctly yesterday, it seems to me that if it can happen at random during normal usage than this problem can happen repeatedly.
To quote support:
They also said in a previous communication:
This sounds like a known issue to me, which implies that I am not at fault and that they should support this under the Hardware Warranty I am entitled to, would anyone agree or have advice for me on what to do next as this all seems a bit iffy?
Thanks,
Chris
To quote support:
Yes you will need to pay £60.The support would be good for one time. If the issue persist within the day or within a week. They still have to support it but if it has been like more than a month it will have to be another fee.
They also said in a previous communication:
As I can isolate, the NAS can still be fix. In order to do further troubleshooting we have our Per Incident Support, Business Network Environment GBP 60.
This sounds like a known issue to me, which implies that I am not at fault and that they should support this under the Hardware Warranty I am entitled to, would anyone agree or have advice for me on what to do next as this all seems a bit iffy?
Thanks,
Chris
11 Replies
Replies have been turned off for this discussion
- Well, what is the problem they need to fix?
- The 90-day free phone support warranty is different from the hardware warranty.
The 90-day free phone support warranty on your ReadyNS Duo v2 has already expired. This is why a support contract has been advised for you to avail in order for the ReadyNAS expert to provide you with full assistance over the phone regarding your concerns as well as it will include Level 3 escalation when needed. - I just figured it out totally by accident at random, I managed to fill the on board (root file system) disk so the device could not run properly. I've cleared the extra files out and bam it popped back into life!
I feel like an idiot I have been racking my brain for 24 hours trying to figure this out it was me that broke the bloody thing. - Thanks all for the quick replies, the reason I mentioned warranty is that on my support page it says it runs to 2016. All items sold in the UK come with a years warranty minimum, they cannot legally charge for support if the item requires an RMA. But how can you figure that out if you only have 90 day free phone support (asking for my own clarification)?
- If a hardware issue is likely then our support will walk you through a quick diagnosis to determine that if still under the limited hardware warranty (3 years in the case of the Duo v2). Your issue looked like a software issue not a hardware one and that turned out to be correct.
- Also use of SSH is at own risk. If you break things using that then charging a fee to attempt to fix would be expected regardless of whether the support warranty has expired or not.
- Fair enough. Seems like a trouble shooting guide would be more customer friendly than a £60 support fee, but that's why I'm not rich I guess.
If anyone else does the same dumb thing as me I hope they find this post more quickly than I found the problem :) - Indeed it is, as I said, my own dumb fault :)
- On the forums we often suggest checks such as
# df -h
# df -i
for users who have SSH enabled.
There are multiple ways the OS partition can fill, the space could all be used (e.g. with large log files) or the inodes could all be used up (huge number of files). The former is the more common, but the latter is still possible.
In the rare cases where the OS partition gets full some config can get corrupted. Fixing the system isn't always as simple as deleting/emptying files that are filling the OS partition.
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