[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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#1163534 28-Oct-2014 13:14

Mine used to lock up frequently after partaking in a packet storm of UDP nonsense on the lan. Something to do with upnp according to tcpdump. Easiest solution was to change router since reporting it to fritz went nowhere. I believe the cause of it was my wireless bridge or something on the lan in the shed but meh, stupid thing should let me turn off useless crap like upnp.

Richard rich.ms

KrazyKid

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#1163544 28-Oct-2014 13:34

Read all this thread to see if you have put in a written claim against them requesting a refund because it does not act as a NAS and seems you haven't.

Can't see why not. Its worth a go - with that piece from there website saying it does SMB you have a chance. If you can document the overheating it wouldn't hurt. Dairy notes of times and approx. temps would be a good start.

I'd just detail everything politely, give them a week to respond and offer remedies, then start the disputes process and keep them informed.

If I was snap and had to appear at a disputes tribunal I'd either stick it out on principal, or realize that the cost of attending and preparing is could be more than the replacement cost.

Good luck. Its worth a shot.

michaelmurfy

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#1163553 28-Oct-2014 13:46

KrazyKid: Read all this thread to see if you have put in a written claim against them requesting a refund because it does not act as a NAS and seems you haven't. Can't see why not. Its worth a go - with that piece from there website saying it does SMB you have a chance. If you can document the overheating it wouldn't hurt. Dairy notes of times and approx. temps would be a good start. I'd just detail everything politely, give them a week to respond and offer remedies, then start the disputes process and keep them informed. If I was snap and had to appear at a disputes tribunal I'd either stick it out on principal, or realize that the cost of attending and preparing is could be more than the replacement cost. Good luck. Its worth a shot.

1) The Fritz does get warm.
2) The older Fritz devices have had SMB removed - because nobody really uses it, it is true in the past they had SMB but the performance was shocking.

Again from my previous statement. It is a router and not a NAS. If you want a NAS then buy one else your router is working as intended. Routers are supposed to route packets and not do much more. I don't want my routers CPU to do anything but on a UFB connection.

I have a Raspberry Pi sitting on my desk - it is yours for $35 if you want it, will offer better throughput for your NAS needs and you can even run the Pi off the USB port on the router. Honestly, stop continuing to stab the dead horse because it is already dead. The router they provided you with some "added features" is working as intended however to get it running better they had to remove some of the "added features" at the start of the year.

Also routers can crash sometimes but still doesn't prove you're having any real problems with it.

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michaelmurfy

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#1163586 28-Oct-2014 14:33

loceff13:

Did Snap list SMB support or AVM? This is very critical if you're going to file a claim against Snap.

Right here where a existing customer might come across it: https://myaccount.snap.net.nz/info/fritzbox7390

Media Server / NAS

    2 high-speed USB 2.0 ports for printers/storage devices in the network
    512 MB integrated network storage with NAS functionality (Windows network/SMB, FTP, UPnP AV)
    FRITZ!Media Server: distributes music, images, video in the network

Did you see the "Features subject to change" in the documentation that comes with the Fritz?

loceff13

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#1163601 28-Oct-2014 14:49

https://myaccount.snap.net.nz/info/fritzbox7390

Sorry I deleted that post as it's clearly an old page or embedded into another page on Snaps site. I'm not a customer so I don't know if it still is accessible anywhere via their user support panel. Also hard to track it's published date, other than the fact it's still live today and easily found via google by potential customers.

MadEngineer

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#1163669 28-Oct-2014 15:52

Apologies in advance but I've quickly read through all this and haven't found it mentioned where Snap themselves have advertised this feature of the router? If Snap haven't then I feel that they're not at fault.

I had a similar bit of fun with my Orcon Genius where it is advertised by Orcon as supporting VPN passthrough but had Orcon tell me that it's actually not going to work, at least not on UFB. I've since used my own solution. (Oh, and you try explaining THAT one to first level support!)

Best to leave your router to do its basic functions and use dedicated devices for whatever else.

You're not on Atlantis anymore, Duncan Idaho.

loceff13

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#1163692 28-Oct-2014 16:12

MadEngineer: Apologies in advance but I've quickly read through all this and haven't found it mentioned where Snap themselves have advertised this feature of the router? If Snap haven't then I feel that they're not at fault.

There's 2 posts above with a presumably old link where they do. Who knows if it had been actively referred to in their user panel with incorrect information when OP signed up.

michaelmurfy:

Did you see the "Features subject to change" in the documentation that comes with the Fritz?

(imo)It's reasonable to think a Snap customer is likely to make an decision using the information Snap provides at the time on their own support pages or over the phone to a customer, not the included documentation the manufacturer provides with the product(after purchase) or online.

It might just be a case of OP referring to NAS functionality with support and failing to mention SMB and they therefore didn't warn him it was no longer possible.

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RunningMan

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#1163712 28-Oct-2014 16:36

I'm not overly familiar with the Fritz - is it possible to configure this as an ATA only, and use your existing Netgear for the features you need?

Putting aside any issues of where responsibility lies, this may provide a better solution from a technical standpoint.

RalphFromSnap

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#1163716 28-Oct-2014 16:40

Hey Brendan,

We are sorry to hear you are having an issue with your Fritz!Box, we are particularly concerned about the claim of overheating affecting your services, we will be in touch with you regarding this shortly.

^JOB

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^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

Brendan

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#1163765 28-Oct-2014 17:00

richms: Mine used to lock up frequently after partaking in a packet storm of UDP nonsense on the lan. Something to do with upnp according to tcpdump. Easiest solution was to change router since reporting it to fritz went nowhere. I believe the cause of it was my wireless bridge or something on the lan in the shed but meh, stupid thing should let me turn off useless crap like upnp.

Thanks, it's a lead..

I had a stupid HP scanner that liked to do something similar. I'll do some testing.

Brendan

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#1163773 28-Oct-2014 17:03

KrazyKid: Read all this thread to see if you have put in a written claim against them requesting a refund because it does not act as a NAS and seems you haven't. Can't see why not. Its worth a go - with that piece from there website saying it does SMB you have a chance. If you can document the overheating it wouldn't hurt. Dairy notes of times and approx. temps would be a good start. I'd just detail everything politely, give them a week to respond and offer remedies, then start the disputes process and keep them informed. If I was snap and had to appear at a disputes tribunal I'd either stick it out on principal, or realize that the cost of attending and preparing is could be more than the replacement cost. Good luck. Its worth a shot.

Thanks KrazyKid, that's the sort of advice I was after.

I had contacted them via phone and was completely discouraged by the result. I was mislead, etc. I hope that was just some newbie csr, rather than a pervasive culture. I like Snap, and I don't want to leave. Been with them for several years.

Brendan

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#1163780 28-Oct-2014 17:09

loceff13: https://myaccount.snap.net.nz/info/fritzbox7390

Sorry I deleted that post as it's clearly an old page or embedded into another page on Snaps site. I'm not a customer so I don't know if it still is accessible anywhere via their user support panel. Also hard to track it's published date, other than the fact it's still live today and easily found via google by potential customers.

Interesting. I think I remember seeing this page before I ordered originally, even if it's not linked now. Point being: it proves my point that at one stage, Snap indeed claimed it had SMB. Despite what a Snap CSR told me.

Brendan

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#1163790 28-Oct-2014 17:14

MadEngineer: Apologies in advance but I've quickly read through all this and haven't found it mentioned where Snap themselves have advertised this feature of the router? If Snap haven't then I feel that they're not at fault.

I had a similar bit of fun with my Orcon Genius where it is advertised by Orcon as supporting VPN passthrough but had Orcon tell me that it's actually not going to work, at least not on UFB. I've since used my own solution. (Oh, and you try explaining THAT one to first level support!)

Best to leave your router to do its basic functions and use dedicated devices for whatever else.

See the message further up, where a helpful person found the page I was missing on their web site. Also, see the screen grab from my very own fritzbox which states it as being available.

Other than that, I agree: a dedicated device would usually be better. But my demands are quite light and sporadic, and I do not need much performance. I did not expect much performance.

Some here persist in letting themselves become confused. This thread is NOT about the NAS performance relative to a Raspberry PI or etc; it is about paying for something and it not being delivered.

The overheating problem is a simple warranty issue. The devil of that one is reproducing it on demand; it's very intermittent. I've tried myself.

Brendan

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#1163795 28-Oct-2014 17:19

RunningMan: I'm not overly familiar with the Fritz - is it possible to configure this as an ATA only, and use your existing Netgear for the features you need?

Putting aside any issues of where responsibility lies, this may provide a better solution from a technical standpoint.

I may be forced to do that, in the end. A lot will depend on the reasonablness of Snap.

When things are going well, any company will get high marks. Its when things go wrong that you see the true nature of them. It's the 'putting right' that counts in the end.

I don't expect anything extra. Just what i paid for.

A Snap optimized firmware based on the security patched, earlier version that DOES have SMB would be fine. (if I can sort this overheating out).

Brendan

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#1163802 28-Oct-2014 17:22

RalphFromSnap: Hey Brendan, We are sorry to hear you are having an issue with your Fritz!Box, we are particularly concerned about the claim of overheating affecting your services, we will be in touch with you regarding this shortly.

^JOB

Thanks Ralph, that'll be great. I expect the matter will be resolved happily and I can go back to quiet enjoyment of your services.

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