Awful tech support from Firewalla
Hi,
Had some issues with not being able to connect to my Firewalla Gold box that I've been using since September. Network items started disappearing over the weekend and when I ran the Firewalla app it couldn't see the box at all. Reset the app and tried to pair it with the box. No go. Sent an email to tech support and got replies from someone with less computer knowledge than me. Was asking if I could do a hardware reset. After a couple more emails, Firewalla tech support stopped responding to my emails entirely. Finally found a page on the Firewalla help site that teaches you how to flash the firmware on the Firewalla box. Did what it said and was able to pair my box with the Firewalla app again. Even kept my configuration files. Very disappointed with Firewalla tech support. Paid top dollar for a great product that has piss poor tech support. Pity.
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Hi
Sorry about the bad experience. Our tech support should never stop replying back to you. Our usual response time should be around 4 hours or less. And on certain days like Monday and Tuesdays (due to weekend spillover cases), that can stretch to 24 hours for special cases related to hardware.
I tried to search for your case, but it is not showing up under your name, if you want, you can let me know the case number and I can follow up and see what's going on.
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