Exact Steps For Getting Into Tech Support Mode?

nothing, this should work.

can you check raidar if it sees the nas?

btw you can turn the display back on by pressing the powerbutton once.

beisser wrote:
nothing, this should work.

Bingo! I guess the third time is the charm.

51370

RAIDar is now seeing the box and displaying "TELNET- 51370".

Anybody care to poke around right now?

Existing CaseID = 1432 6926.

Oops... somebody in support has closed that one.

New CaseID = 1441 6542.

Had a brief semi-conversation with guy #480052, but the connection was hopeless. It's been about half an hour and he has not called back.

EDIT 2011 16:16:
"Ok... lets call these guys back...."

1st Call:
On hold most of the time, call dropped at 5:39

2nd Call:
00:00 Dialed 888-NETGEAR, started the clock.
05:30 Got through to an operator
06:24 In response to my question of whether I was talking to Level-3 or not, operator told me that I was now connected to "Level 3" support
08:24 Finally got down to business with "Level 3" guy.
20:30 Established that this person was permitted only to give advice over phone, was unable to telnet into my box, and did not believe it possible remotely.
24:30 Finally convinced the guy it was possible and people were doing it. He then said the "GearHead" department could do that and said he would transfer.
31:05 Same guy came back on line to confirm my case#, said again he was transferring call
32:30 Lady came on line to confirm CaseID and phone number and ask what the problem was.
33:45 Lady said she was going to transfer me to a technician. This lady's was almost impossible to understand bco a heavy accent.
35:07 Guy came on line, asked what the problem was.
39:03 "Just a moment, let me check..."
40:30 "How many hard drives are in the device?"
42:00 "We cannot support devices with six hard drives.." Said he would transfer me.
42:43 Lady #2 picked up, asked for CaseID, confirmed email, said she would transfer me.
42:50 Guy came on, really bad connection. Said he would call back.
45:48 "Eric" called back within the minute, good connection, asked for CaseID.
46:55 "Please stay on the line while I check your account"
48:07"You are in the wrong department. I will transfer you."
53:34 Started getting ring tones.
55:09 After the tenth ring, "Thank you for choosing NetGear. Your call cannot be completed.... We apologize... Goodbye."

Oh well....

ok i had a look at the case.. you were never connected to any l3 tech (would have been strange if you were.. they call you, not the other way round :))

i will take a look at it.

ok should be fixed now

beisser wrote:
ok should be fixed now

I just noticed the LCD change. Re-booted, looks A-OK...Thanks ever so much.

Was it the leftover file thing?

ya

Fr 21. Jan 2011, 23:39 - Fr 21. Jan 2011, 23:43

4 minutes to fix an issue - that's impressive !!!

WSJ wrote:
Fr 21. Jan 2011, 23:39 - Fr 21. Jan 2011, 23:43 4 minutes to fix an issue - that's impressive !!!

100% agreement - in the context of the person who actually fixed it.

But it would be more impressive if it had not involved an hour of getting nowhere on 888-NETGEAR.

There seems tb a disconnect between the NetGear phone line and the people who actually know things and can do something - at least with a ReadyNAS Ultra-6.

This does NOT diminish my gratitude to bEisser for taking pity on me and fixing the problem in response to my plea on the forum - but I have to wonder what would have happened if I did not know about the forum or did not think to ask for help there, and had just relied on 888-NETGEAR.

What would be impressive (maybe "impressive" is too strong a word.... "expected" fits better...) - in the context of overall NetGear support - is sombody answering the phone, understanding my statement of the symptoms, knowing who can fix the problem, and hooking me up with same in, say, fifteen minutes or less.

PeteCress wrote:
What would be impressive (maybe "impressive" is too strong a word.... "expected" fits better...) - in the context of overall NetGear support - is sombody answering the phone, understanding my statement of the symptoms, knowing who can fix the problem, and hooking me up with same in, say, fifteen minutes or less.

no chance.. the amount of L3 Engineers is pretty limited and they have loads of work. i fixed your issue in my own free time.

what normally should happen is this:

1. you call
2. L1 takes the call, gathers all necessary info and escalates it to L2.
3. L2 does some troubleshooting (a specific symptom can have multiple causes, so they need to try to figure out whats going on)
4. L2 asks you to put the unit in techsupport mode and escalates the case (if they cant fix)
5. L3 takes up the case after a while (depending on how much workload they have) and fixes the problem if possible

this can take anywhere from a couple of minutes to several hours (sometimes even days).

beisser wrote:
I fixed your issue in my own free time.

Thats what I figured and please don't let my support bashing make you think I am not grateful.

what normally should happen is this: 1. you call 2. L1 takes the call, gathers all necessary info and escalates it to L2. 3. L2 does some troubleshooting (a specific symptom can have multiple causes, so they need to try to figure out whats going on) 4. L2 asks you to put the unit in techsupport mode and escalates the case (if they cant fix) 5. L3 takes up the case after a while (depending on how much workload they have) and fixes the problem if possible this can take anywhere from a couple of minutes to several hours (sometimes even days).

As indicated by my rather long rant, the system doesn't seem tb working quite as advertised....-)

Especially in the case of the guy who didn't even believe it was possible to telnet to the box remotely. I had to lean on him for about five minutes over-and-over again to get him to call around and finally determine that the "GearHead" department could do it - either that or he just wanted to shut me up....