Poor response despite having Premium Support - Case:18802289

[Joe9O]

I am unable to determine the level of support I should expect and what others are receiving with an extended support contract. After it was determined that I needed Level 3 support and even developer team involvement, my ReadyNAS Pro-Pioneer system was left in a telnet session so that they could have direct access to my system. That was on 22-Jun. Since then (It is presently 27-Jun), despite over six follow up calls, there has been no update received. The system remains in telnet mode. In fact, I decided to post this experience while I placed another support call which has been placed on hold - for over 3.0 hours. I managed to play 6 games of Chess on my iPad - won 3 lost 3. While waiting, I'm hearing an endless recording of classical recording and sometimes nauseating xylophone music - not even Shazam on my iPhone can recognise the "music". A female voice interrupts with "helpful" guidance on setting up routers. Less frequent interruptions are by another voice asking me to hold and that NetGear "looks forward to offering me the service I deserve". Given the service (or lack thereof) I am beginning to think that I'd really like a level of service that I don't deserve.

Have others encountered a similar situation? Or given the difficulty of my case, I basically fall into a NetGear leper colony?

- Joe9O

[Joe9O]

Grand total of time on hold as reflected in my call log: 251:38 (mm:ss)

[Joe9O]

Not sure why the screen capture extract was not posted but it can be seen at this link: http://www.flickr.com/photos/76875842@N03/7453229404/in/photostream