ReadyNAS Ultra 2 Plus, Photos II & Tech Support Case 2329210
I wasn't sure where to really post this so I picked Performance. I've owned an Ultra II for about 2yrs and decided to start using Photos II on OS 4.2.24, it failed with 365: Cannot move MySQL DB to /c/.RNP2/.db/rnp2user and I opened a case with support. Needless to say after almost 4 weeks I have an unusable NAS, and tech support has been dark for nearly two weeks. I will have RMA'd my chassis no less than 4 times in as many months, that points to a systemic platform issue. This support case has been a comedy of attention to detail errors, poor response times, and ultimately deplorable customer service. I manage an infrastructure implementation team for a managed services provider and VAR, that has customers such as eBay, Cabela's... I know about customer service, it's ingrained into my company's delivery methodology and culture. I won't go into the details of the entire mess, I'll let the powers that be here sort that out, but I'm certainly questioning future Netgear purchases.
Re: ReadyNAS Ultra 2 Plus, Photos II & Tech Support Case 232
I wanted to update that I still did not receive any communication back from customer service. I really think that this should be reviewed at all support levels, including here, on what it can feel like being a very technically capable user and this product. Netgear ReadyNAS Ultra 2 Issues
Case: 18813485 Date: 20JUN12 Close: 04JUL12 NAS was rendered unusable based on a poorly released OS image. Reimaging and waiting for another release ultimately fixed the issue; after I’d asked multiple times to have the unit reflashed with the 4.2.19 release (based on numerous forum posts). The problem took nearly 2 weeks to complete. The technician did not pay attention to simple troubleshooting details or information provided.
Case: 22791447 Date: 21FEB14 Close: 05MAR14 1st RMA. NAS internal power supply failed.
Case: 23231855 Date: 19MAY14 Close: 30MAY14 2nd & 3rd RMA. NAS failed on Photo’s II installation completed a backup then shutdown and became unresponsive. RMA completed and was sent a defective chassis. Another RMA completed, after requesting it be shipped for free, and the NAS was working again.
Case: 23292103 Date: 31MAY14 Close: 03JUL14 <- 33 days to complete. 4th RMA. After attempting to install Photo’s II again, I opened a ticket to have support assist in getting the add on installed correctly. Numerous forum posts pointed to a permissions issue & MySQL. After quite a few back and forth’s with support, asking for escalation, repeating simple information for the technicians (which causes days of delays), allowing remote troubleshooting and reinstallation, my NAS was rendered useless and was asked to RMA it again. The 4th RMA in as many months, caused by tech support. My issue here is that this was a simple support case that went wrong on many levels in terms of customer service, attention to detail and support’s technical ability. Further, when I asked for escalation to a customer service manager that could talk with me about my options, who would review all the cases above and suggest something other than just replacing the unit for a like unit (noting all the above failures), I was met with silence. I asked for updates, nothing. Even with a support forum post, still nothing. I had made more than enough of a case to show that there was not only a systemic issue with this chassis, I had encountered enough disruption to my use of this NAS, it should have been time to look at other options. I manage an architecture & implementation team for a managed services provider & Cisco VAR. I’ve been in the technology delivery field for 20+yrs starting at a service desk. Customer service is the foundation of repeat business. After I received my replacement unit, starting it back up I noted that all of my user configuration had been deleted, and the admin account did not have access/permissions to the root directory of the drive. Thankfully, instead of dealing with non-realtime support to assist, I have a USB backup of the entire NAS before this issue started. We have clients the likes of eBay, Cabela’s, DoE, DoD, who will fire a provider for lack of support and incompetence. And that is what I decided to do after my requests for further assistance didn’t bring any new paths to resolution. I can no longer support a company that treats its clients/users this way and have purchased a competitor’s NAS. I intend to tell every one of my friends, colleagues, peers, and acquaintances, of my experience with Netgear and your products. What would have kept me as an advocate of your company would have simply been shipping me a different chassis and assisting me, in realtime, with the migration of my data to that unit.
