How do you get a case escalated?

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Alottolaughatraintocry

• June 25, 2024 07:20

I tired of answering and re answering the same exact questions and getting nowhere. All i can think of doing now is suing Firewalla.

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  Firewalla

  • June 25, 2024 14:41

  Sorry about that; let me see what I can do. 

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  bradthenurse

  • July 15, 2024 10:50

  my blue plus never gave me more than a month or two of continuous use and In retrospect it was clearly defective from the beginning but Support strung me along for two years having me repeat the same steps over and over and over and over and over again and now I'm told my warranty Is no longer valid. Anyone could be forgiven for believing that their delay tactics are intentional.
  I'm in the same boat you are and legal action is clearly my only option at this point.

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  Firewalla

  • July 15, 2024 15:03

  @bradthenurse, do you have a case number? I can check and verify

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  bradthenurse

  • July 15, 2024 18:29

  #74589 is one of them, But I don't know if it's always been the same number or not. I've had a lot of contact with the helpdesk

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  Firewalla

  • July 15, 2024 18:41

  The last thing I read from the ticket was our developer asking you to try a different port (of which firewalla is connecting to). You did not reply to them after, so likely they assume you tried a different port and it worked. (This was in November last year)

  They have seen the connection going up/down, which is likely either related to the cable or the ports it is connecting to. 

   

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