Plug for NetGear Customer Service

[Deactivated] on 03/06/2015 - 11:51

Hi All,
I feel moved to give Netgear a plug for their excellent customer after sales service. I trust it is permitted here;

Three years ago I picked up an "Ozbargain" here for a Netgear ReadyNAS through ComputerAlliance.

The thing had been runnning virtually non stop for three years since with 4 X 2T WD Green drives. So when one of the drives started to play up I wasn't surprised. However, after much mucking about and replacing drives it became apparent that the problem was in the ReadyNAS, not with the HDDs.

So, after some futile troubleshooting off to the netgear forums to look for help. Eight or so posts in someone from ReadyNAS tech support writes, "I have checked your ReadyNAS registration and it still qualifies for replacement warranty"

Blow me down with a feather!

That was 24 hours ago. I have just received a phone call from Netgear and a new ReadyNAS is on its way to me…

Some faith has been restored in this old cynic & skeptic, who feels almost enthusiastic enough to go out and buy something Netgear. Hang on, let's not carried away.

Cheers

Computing

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Comments

  • BewareOfThe Dog on 03/06/2015 - 12:51
    +1

    Hi, I know someone high up at Netgear Australia & I have passed this on.
    I hope the replacement unit works well.
    I have experience with a number of Communications products,& generally Netgear is my preference.

  • giu on 03/06/2015 - 13:51

    Yep they are good. I had a power supply failure in a ReadyNAS. Called them, still under warranty, and shipped out the PS overnight.

  • [Deactivated] on 15/06/2015 - 10:58

    I thought I'd do a follow up on this. Draw your own conclusions;

    As mentioned I received the first (refurbished) replacement for the ReadyNAS NEXT day, which is amazing given my location.

    Anyway, loaded the thing up with 4 X 2T freshly partioned, formatted & checked HDDs. Away it went…. I noticed a slight smell, but thought "just new components heating up". SHut the door to where I keep the router and NAS boxes and got on with something else.

    Next morning (Saturday) She Who Must Be Obeyed says, "what's that smell?"

    I check on the newish ReadyNAS. It's saying "Firmware Error". OK. I turn it off. I turn it off. Dead! Check leads & cables. Nuttin.

    Take out the HDDs. Turn it on. Nothing. Dead.

    Put HDD #1 into docking device, start up gparted. Hmmm… nothing. No buzzing or clicking noises and no HDD. HDD smells a bit funny, though.
    Check other HHDs. Same thing.

    OK, Deep breath. ReadyNAS dead, cactus PSU suspected. Four x 2T HHDs also dead. Not Happy, me.

    Contact NetGear support ticket. Nice Lady rings me up, but doesn't understand my problem. I say, look, I am not going to get angry with you, I'll pursue this with AU's Netgear CEO.

    I write letter to CEO in some Chatswood tower and post it off. NB: I'm retired. We write a lot of letters.

    Next day phone rings. It's Mary, who was handling my case initially. Very quickly go through what happened. She seems to understand and asks "Can I send you another ReadyNAS?". I say OK and thank her for exceptional response.

    NEXT Morning, 9:30am, door bell rings and another (BRAND NEW this time) ReadyNAS. The new drives I'd ordered a couple of days earlier to replace the borked ones hadn't even been despatched!!

    People, I cannot fault the excellent support from the Netgear team.

    Although, I am still miffed that the first replacement NAS fried its PSU and possibly burnt the 4 HHDs, but the drives were a bit long on the tooth and I probably would have replaced them sometime this year anyway.

    I haven't tried the new ReadyNAS yet because the new HDDs haven't arrived yet. I ordered them last week Sunday, they were despatched Tuesday afternoon.

    Cheers & buy Netgear :-)

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