Turnaround time on support tickets?
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Ten days ago I opened a ticket, including the order number, for a Netgate 6100 still under warranty (but about to lapse) that shows some LED lights but does not connect to the GUI console and does not allow restoring factory firmware. The webpage responded by displaying a ticket number (SJQ-42193-973), but I received no confirmation email including in my spam folder that a ticket had been opened, and I've received no answer since. I'm not eligible for phone-in support. Should I open another ticket? How do I proceed to either get this unit up and running, or replaced under warranty?
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@mesyl That ticket # does not reflect our ticketing platform.
What webpage did you submit a ticket to?
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@mesyl As @rcoleman-netgate mentioned, that is not one of our ticket numbers. Please use https://www.netgate.com/tac-support-request to submit a new ticket so that we can assist with your 6100.
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This one: https://www.netgate.com/tac-support-request
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I don't see a ticket associated with your email address
please go to https://go.netgate.com/ and open a new ticket. Please include all the information you did the first time around.
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@mesyl said in Turnaround time on support tickets?:
displaying a ticket number (SJQ-42193-973)
Yeah that is not the sort of ticket # ever got from netgate that I recall.. And normally get a email in min or two that ticket was opened..
Now you got my Kuriosity Kat meowing at me - where did you open the ticket ;)
edit: here is example email from a ticket that was created.
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@johnpoz said in Turnaround time on support tickets?:
Now you got my Kuriosity Kat meowing at me - where did you open the ticket ;)
Same here. We want to see that email. @mesyl please open a ticket at the URL I gave you and include a screen shot of the email you got with the ticket number on it as well.
Ryan
Repeat, after me: MESH IS THE DEVIL! MESH IS THE DEVIL!
Requesting firmware for your Netgate device? https://go.netgate.com
Switching: Mikrotik, Netgear, Extreme
Wireless: Aruba, Ubiquiti -
@rcoleman-netgate sounds like he never got any email, just the page displayed the number.. Hope he has like the url he got the ticket number from - and can still be accessed? Or a screenshot of it maybe.
I don't open many tickets - only really to get the new firmware for appliances when they come out. But that ticket number he posted doesn't look like anything I have ever gotten in the past.
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@johnpoz No tickets were registered with the email address for this user account.
The # isn't anything like ours, either, so I have a feeling it wasn't done on our website. But I want to see what they're referencing and I will reiterate here that @mesyl needs to go to https://go.netgate.com/ and open a new ticket so we can help them out.
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I do not remember exactly which webpage I used to open a ticket and never received an email from Netgate at the time I thought I opened a ticket in November, though I was obviously in the wrong place.
I was since able to complete the factory firmware reset on my Netgate 6100 and get back to a flashing blue diamond LED but still was unable to reconnect to the GUI or through the port console despite trying everything in the online manual. I opened a new ticket today at the link suggested above and got an immediate email response from Netgate with a 10-digit support number, and I can see the open ticket in my new account in Netgate's customer support portal. So we'll see how it goes from there.
Thanks to all who helped above.
