[Snap] Snap refuses to replace faulty gear

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Snap refuses to replace faulty gear

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716 posts

Ultimate Geek

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#1162372 26-Oct-2014 13:38

Dynamic: I suggest at this point being patient until close of business on Wednesday to give them 2 business days to have a change of heart.

True. But they have had 2 already.

sorceror

163 posts

Master Geek

#1162384 26-Oct-2014 13:50

don't see how this is a CGA issue - the device is definitely capable of SMB, with the right firmware loaded on it.

the fact that you aren't using that firmware is on you, snap aren't forcing you to use a particular version (as far as I'm aware).

Brendan

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#1162386 26-Oct-2014 14:00

sorceror: don't see how this is a CGA issue - the device is definitely capable of SMB, with the right firmware loaded on it.

the fact that you aren't using that firmware is on you, snap aren't forcing you to use a particular version (as far as I'm aware).

As I said, the firmware you refer to has a security issue that allows outside hackers to make toll calls to anywhere in the world on your bill. Snap will not cover that. Snap told me this themselves.

lxsw20

3552 posts

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#1162437 26-Oct-2014 15:21

So with it in mind that a newer model Fritz wouldn't give you back the NAS capability, what is your preferred solution?

michaelmurfy

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#1162442 26-Oct-2014 15:39

1) I've never seen any reports of the Fritz overheating to the extent it causes problems.
2) NAS on routers is crap, they're routers and not servers. It still gives you the internet, right?
3) it is up to you to look after your security. Your ISP can't be held responsible if you don't adhere to security updates.
4) if you know what you're doing you can get Samba running on the Fritz by a flash drive, you'll have to do all config yourself and the performance is shockingly bad.

Where does all of the above come into the CGA? Hint, it doesn't. You're on your own buddy. The Fritz is a router and it is working as designed. If there was really an issue they would have looked into it by now. I once had a fritz that truly went faulty and they fixed it really quickly.

It is normal for routers to generate heat, it doesn't mean it is overheating.

Finally. With the time spent moaning about this you could have bought a Raspberry Pi for next to nothing and used that as a full server, has better performance than the fritz and yet it is still not great.

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Brendan

716 posts

Ultimate Geek

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#1162443 26-Oct-2014 15:47

lxsw20: So with it in mind that a newer model Fritz wouldn't give you back the NAS capability, what is your preferred solution?

I have a report that the NAS does in fact work and Snap are incorrect. On the newer model.

Additionally, there is no reports of the NAS being faulty on the 7490 on the internet.

So, the 7490 will be fine.

If indeed it is not, I would then consider my other options under the CGA. Such as a refund.

surfisup1000

5288 posts

Uber Geek

#1162446 26-Oct-2014 15:58

michaelmurfy: 1) I've never seen any reports of the Fritz overheating to the extent it causes problems.
2) NAS on routers is crap, they're routers and not servers. It still gives you the internet, right?
3) it is up to you to look after your security. Your ISP can't be held responsible if you don't adhere to security updates.
4) if you know what you're doing you can get Samba running on the Fritz by a flash drive, you'll have to do all config yourself and the performance is shockingly bad.

Where does all of the above come into the CGA? Hint, it doesn't. You're on your own buddy. The Fritz is a router and it is working as designed. If there was really an issue they would have looked into it by now. I once had a fritz that truly went faulty and they fixed it really quickly.

It is normal for routers to generate heat, it doesn't mean it is overheating.

Finally. With the time spent moaning about this you could have bought a Raspberry Pi for next to nothing and used that as a full server, has better performance than the fritz and yet it is still not great.

Phew, I think you're being a bit harsh here .

I thought the OP's point was an arguable one regardless of whether you disagree or agree.

And, even you can't really guess the outcome of a CGA hearing on this one as it is a bit of a grey area.

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Brendan

716 posts

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#1162447 26-Oct-2014 16:02

michaelmurfy: ..............................

Classic example of not reading the thread.

lxsw20

3552 posts

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#1162450 26-Oct-2014 16:06

I reckon you should change ISP, sounds like it would be doing yourself ans Snap a favor.

Brendan

716 posts

Ultimate Geek

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#1162451 26-Oct-2014 16:11

lxsw20: I reckon you should change ISP, sounds like it would be doing yourself ans Snap a favor.

I would, but they have me on a contract with penalties, and i would still be left with a faulty router.

Snap has been fine for several years and I have been pleased. They have really dropped the ball on this one. The solution is simple: a new router.

As you would get without debate from any ISP.

This seems to be too complicated for them.

sbiddle

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#1162514 26-Oct-2014 17:55

Brendan:
lxsw20: So with it in mind that a newer model Fritz wouldn't give you back the NAS capability, what is your preferred solution?

I have a report that the NAS does in fact work and Snap are incorrect. On the newer model.

Additionally, there is no reports of the NAS being faulty on the 7490 on the internet.

So, the 7490 will be fine.

If indeed it is not, I would then consider my other options under the CGA. Such as a refund.

I don't have a view here whether Snap are in the right or wrong but there are a few things to consider when attempting a CGA claim.

The issue here is a software one, not a hardware one. While you may consider the piece of hardware to be a device, it's actually the software on it that has disabled the functionality. Software was not covered under the CGA until the changes this year. If you purchased the router before this change, you've potentially not got an grounds for a claim.

Even if you were covered the issue becomes exceptionally complex as the issue is a software one. If functionality is removed from a software application due to a security issue who would the claim be against?

michaelmurfy

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#1162516 26-Oct-2014 18:00

Brendan:
michaelmurfy: ..............................

Classic example of not reading the thread.

TL;DR also based on your comments you're just generally complaining now. My point was your problems are not covered by the CGA. It just seems like you're wanting to find an excuse for a router upgrade IMO.

Brendan

716 posts

Ultimate Geek

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#1162540 26-Oct-2014 19:46

sbiddle:
I don't have a view here whether Snap are in the right or wrong but there are a few things to consider when attempting a CGA claim.

The issue here is a software one, not a hardware one. While you may consider the piece of hardware to be a device, it's actually the software on it that has disabled the functionality. Software was not covered under the CGA until the changes this year. If you purchased the router before this change, you've potentially not got an grounds for a claim.

Thanks Steve, a useful reply.

I did purchase the router this year. A few months ago.

Even if you were covered the issue becomes exceptionally complex as the issue is a software one. If functionality is removed from a software application due to a security issue who would the claim be against?

Still the retailer. I think though, that if software is part of a hardware item (firmware), the case is more solid. No one would argue a microwave oven with faulty microcontroller code could not be replaced under the CGA. Or a smartphone that wont make calls due to a faulty update. Or a freeview box that locked up after a update.

Why should a router be different?

deadlyllama

1263 posts

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#1162545 26-Oct-2014 20:03

Write them a letter (on paper) setting out the problem and tell them that you will take the case to the disputes tribunal if they do not resolve it.

If they don't resolve it, take the case to the disputes tribunal. But you're unlikely to get this far.

If I was a Snap customer and they sold me an expensive router, then upgraded its firmware so that a feature I needed vanished, I'd be spitting tacks too.

richms

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#1162547 26-Oct-2014 20:04

If the CGA gets misused successfully in this way then we can all look foward to even higher hardware prices as people start abusing it to return things in manners like this.

Richard rich.ms

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