Netgear woes



  • Had a drive failure on an 11 month old ReadyNAS. Trying to arrange a replacement and Netgear say they need "credit card details for collateral". As an IT department, we don't generally have, or use, credit cards, so this is going to be a pain.

    Is this normal? If so, it's one of the reasons why I won't buy any more Netgear products, and will try and stick to HP as I've never had any issues with HP support.

    It's only one of the reasons, as the whole support call has been a nightmare from start to finish - I'd be interested to hear if anyone else have had bad or good experiences with Netgear, I know there is some love for ReadyNAS's on ML.



  • Sounds similar to this.



  • Sounds like it's time to add ReadyNAS to my never buy list.



  • As a private owner of a ReadyNAS - that is disappointing.

    That said - Have a check at the Drive Makers site for warranty... That might be an avenue that will be better.


  • Service Provider

    @Carnival-Boy said in Netgear woes:

    Had a drive failure on an 11 month old ReadyNAS. Trying to arrange a replacement and Netgear say they need "credit card details for collateral". As an IT department, we don't generally have, or use, credit cards, so this is going to be a pain.

    Is this normal?

    Yes, this is the standard process for this category of products. This is what is called "SMB equipment", not enterprise. Support is a key difference and SMB world stuff expects credit cards, more often than not. Same from every vendor in this category.


  • Service Provider

    @dafyre said in Netgear woes:

    Sounds like it's time to add ReadyNAS to my never buy list.

    It should be that you just want to stick to enterprise equipment. This is a category behaviour, not a vendor.


  • Service Provider

    QNAP is far worse. Need to provide a CC and you have to send your equipment to them and they keep it for two weeks before returning it and their official process is to wipe it so that you never get your data back.


  • Service Provider

    Credit card is common for this level of gear as Scott said. I only deal with the SMB space and this is quite the norm.



  • @scottalanmiller said in Netgear woes:

    @Carnival-Boy said in Netgear woes:

    Had a drive failure on an 11 month old ReadyNAS. Trying to arrange a replacement and Netgear say they need "credit card details for collateral". As an IT department, we don't generally have, or use, credit cards, so this is going to be a pain.

    Is this normal?

    Yes, this is the standard process for this category of products. This is what is called "SMB equipment", not enterprise. Support is a key difference and SMB world stuff expects credit cards, more often than not. Same from every vendor in this category.

    Fine, I guess you've changed your opinion from this thread though?

    @scottalanmiller said in Buffalo NAS Return Policy Review:

    Right, but in IT we never seen this. This just indicates that Buffalo is consumer gear, not business gear. A business might not even have a credit card. What a weird thing to request! Even businesses that have CCs, rarely do they have a workflow that would allow IT to use it for this. Business and IT just don't work this way. No valid vendor could.

    How do you know what is enterprise and what is SMB? In future I'll try and stick with HP & HPE. The only other vendor I've started buying from is Ubiquiti. Is this how they work to?


  • Service Provider

    @Carnival-Boy said in Netgear woes:

    How do you know what is enterprise and what is SMB? In future I'll try and stick with HP & HPE. The only other vendor I've started buying from is Ubiquiti. Is this how they work to?

    The easy way is to look at the support options. enterprise support is enterprise, SMB support is SMB. The enterprise vendors are HPE, Dell, Fujitsu, Cisco, IBM, Oracle, EMC, HDS, Nimble, SuperMicro, Huawei, etc. They ones that really make the hardware and have full support. SMB buys their hardware from others, general makes no software and reduces cost by not having enterprise support levels.

    Obvious tell tale signs is that in the enterprise space, you'll never hear of anyone talking about Synology, ReadyNAS, Drobo, QNAP, etc. Nothing wrong with them, but it'll never come up. It's just small time hardware with a proprietary NAS OS put on top. And enterprise never makes "desktop units." They rack mount.

    Network gear and storage is not quite the same. Enterprise storage often costs less than SMB storage or similar. Ubiquiti is so cheap and better than many Cisco units, that you can stock spares and you don't care. If you consider Cisco to be enterprise, Ubiquiti is a step above that ;)


  • Service Provider

    @Carnival-Boy said in Netgear woes:

    Fine, I guess you've changed your opinion from this thread though?

    @scottalanmiller said in Buffalo NAS Return Policy Review:

    Right, but in IT we never seen this. This just indicates that Buffalo is consumer gear, not business gear. A business might not even have a credit card. What a weird thing to request! Even businesses that have CCs, rarely do they have a workflow that would allow IT to use it for this. Business and IT just don't work this way. No valid vendor could.

    How do you know what is enterprise and what is SMB? In future I'll try and stick with HP & HPE. The only other vendor I've started buying from is Ubiquiti. Is this how they work to?

    I've seen it coming up a lot more. A good VAR might shield this. But sadly, seems to be turning into a thing. More and more, the use cases for this stuff in business is dropping I think. The alternatives have improved so much.



  • @Carnival-Boy This is normal with Netgear and HP on their returns. While that is normal, I have had different experience with Synology and Buffalo. Where they only ask for a credit card when you have an advanced RMA.



  • @Carnival-Boy said in Netgear woes:

    @scottalanmiller said in Netgear woes:

    @Carnival-Boy said in Netgear woes:

    Had a drive failure on an 11 month old ReadyNAS. Trying to arrange a replacement and Netgear say they need "credit card details for collateral". As an IT department, we don't generally have, or use, credit cards, so this is going to be a pain.

    Is this normal?

    Yes, this is the standard process for this category of products. This is what is called "SMB equipment", not enterprise. Support is a key difference and SMB world stuff expects credit cards, more often than not. Same from every vendor in this category.

    Fine, I guess you've changed your opinion from this thread though?

    @scottalanmiller said in Buffalo NAS Return Policy Review:

    Right, but in IT we never seen this. This just indicates that Buffalo is consumer gear, not business gear. A business might not even have a credit card. What a weird thing to request! Even businesses that have CCs, rarely do they have a workflow that would allow IT to use it for this. Business and IT just don't work this way. No valid vendor could.

    How do you know what is enterprise and what is SMB? In future I'll try and stick with HP & HPE. The only other vendor I've started buying from is Ubiquiti. Is this how they work to?

    Ubiquiti does not work that way but they take a while to send you a replacement at times.



  • @dbeato said in Netgear woes:

    @Carnival-Boy This is normal with Netgear and HP on their returns. While that is normal, I have had different experience with Synology and Buffalo. Where they only ask for a credit card when you have an advanced RMA.

    Last month Synology advanced replaced my NAS without a CC.



  • @brianlittlejohn Yes, but if you need better shipping like next day business :) you will need to pay for it. So in a sense Synology does not do that in the normal sense of the word but the device will take 5 to 10 business days to get to you without faster shipping.



  • @dbeato said in Netgear woes:

    @Carnival-Boy said in Netgear woes:

    @scottalanmiller said in Netgear woes:

    @Carnival-Boy said in Netgear woes:

    Had a drive failure on an 11 month old ReadyNAS. Trying to arrange a replacement and Netgear say they need "credit card details for collateral". As an IT department, we don't generally have, or use, credit cards, so this is going to be a pain.

    Is this normal?

    Yes, this is the standard process for this category of products. This is what is called "SMB equipment", not enterprise. Support is a key difference and SMB world stuff expects credit cards, more often than not. Same from every vendor in this category.

    Fine, I guess you've changed your opinion from this thread though?

    @scottalanmiller said in Buffalo NAS Return Policy Review:

    Right, but in IT we never seen this. This just indicates that Buffalo is consumer gear, not business gear. A business might not even have a credit card. What a weird thing to request! Even businesses that have CCs, rarely do they have a workflow that would allow IT to use it for this. Business and IT just don't work this way. No valid vendor could.

    How do you know what is enterprise and what is SMB? In future I'll try and stick with HP & HPE. The only other vendor I've started buying from is Ubiquiti. Is this how they work to?

    Ubiquiti does not work that way but they take a while to send you a replacement at times.

    This price is so low on Ubiquiti stuff, if I have a failure, I expect to get faster response with next day delivery from Amazon.



  • @Dashrender yes, that is what I do so I always have a spare :)


  • Service Provider

    @Dashrender said in Netgear woes:

    @dbeato said in Netgear woes:

    @Carnival-Boy said in Netgear woes:

    @scottalanmiller said in Netgear woes:

    @Carnival-Boy said in Netgear woes:

    Had a drive failure on an 11 month old ReadyNAS. Trying to arrange a replacement and Netgear say they need "credit card details for collateral". As an IT department, we don't generally have, or use, credit cards, so this is going to be a pain.

    Is this normal?

    Yes, this is the standard process for this category of products. This is what is called "SMB equipment", not enterprise. Support is a key difference and SMB world stuff expects credit cards, more often than not. Same from every vendor in this category.

    Fine, I guess you've changed your opinion from this thread though?

    @scottalanmiller said in Buffalo NAS Return Policy Review:

    Right, but in IT we never seen this. This just indicates that Buffalo is consumer gear, not business gear. A business might not even have a credit card. What a weird thing to request! Even businesses that have CCs, rarely do they have a workflow that would allow IT to use it for this. Business and IT just don't work this way. No valid vendor could.

    How do you know what is enterprise and what is SMB? In future I'll try and stick with HP & HPE. The only other vendor I've started buying from is Ubiquiti. Is this how they work to?

    Ubiquiti does not work that way but they take a while to send you a replacement at times.

    This price is so low on Ubiquiti stuff, if I have a failure, I expect to get faster response with next day delivery from Amazon.

    Right, under $100 when needed and you get next day or in Texas, same day!


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