Netgear surcharge?

Did I stumble into the worst of a generally lousy support system or is
this part of a pattern?

A simple error in the documentation stopped me from configuring one of
the basic features of a Netgear product. After weeks of ignored emails
and unreturned phone calls I was told this didn't come under the "basic
free support". As soon as I let them charge $28.95 to my credit card for
"premium" service they gave me the right information which amounted to a
once sentence correction.

Anybody else had a similar experience? I do have a lot of Netgear
hardware and, though the "free" warranty support consistently stinks,
this is the first time they've made me buy a feature I'd already paid
for once.

Did you see that shadow on the grassy-knoll?

I'll post the answer separately in case somebody else is about to spend
$28.95.

"Larry Riffle" <(E-Mail Removed)> wrote in message
news:c1qc7c$1hk6$(E-Mail Removed)...
> Did I stumble into the worst of a generally lousy support system or is
> this part of a pattern?
>
> A simple error in the documentation stopped me from configuring one of
> the basic features of a Netgear product. After weeks of ignored emails
> and unreturned phone calls I was told this didn't come under the "basic
> free support". As soon as I let them charge $28.95 to my credit card for
> "premium" service they gave me the right information which amounted to a
> once sentence correction.
>
> Anybody else had a similar experience? I do have a lot of Netgear
> hardware and, though the "free" warranty support consistently stinks,
> this is the first time they've made me buy a feature I'd already paid
> for once.
>
> Did you see that shadow on the grassy-knoll?
>
> I'll post the answer separately in case somebody else is about to spend
> $28.95.
I don't know about laws regarding sales in your country, but in the UK, this
would be covered under the Sale of Goods Act and the Trades Descriptions Act
which would have made the item not fit for the purpose for which it was
intended. These two laws would probably stop Netgear charging for what is
obviously a printing error in their documentation. You wouldn't expect to
buy a car from a showroom, then have to pay for the key to make it work.

Write a letter to the Managing Director or CEO of Netgear explaining your
situation. They may have the common decency to refund you.

S

simonbray wrote:
> "Larry Riffle" <(E-Mail Removed)> wrote in message
> news:c1qc7c$1hk6$(E-Mail Removed)...
>
>>Did I stumble into the worst of a generally lousy support system or is
>>this part of a pattern?
>>
>>A simple error in the documentation stopped me from configuring one of
>>the basic features of a Netgear product. After weeks of ignored emails
>>and unreturned phone calls I was told this didn't come under the "basic
>>free support". As soon as I let them charge $28.95 to my credit card for
>>"premium" service they gave me the right information which amounted to a
>>once sentence correction.
>>
>>Anybody else had a similar experience? I do have a lot of Netgear
>>hardware and, though the "free" warranty support consistently stinks,
>>this is the first time they've made me buy a feature I'd already paid
>>for once.
>>
>>Did you see that shadow on the grassy-knoll?
>>
>>I'll post the answer separately in case somebody else is about to spend
>>$28.95.
>
> I don't know about laws regarding sales in your country, but in the UK, this
> would be covered under the Sale of Goods Act and the Trades Descriptions Act
> which would have made the item not fit for the purpose for which it was
> intended. These two laws would probably stop Netgear charging for what is
> obviously a printing error in their documentation. You wouldn't expect to
> buy a car from a showroom, then have to pay for the key to make it work.


I could have returned it for a refund but I chose to fight it out. Its
one of several pieces of netgear hardware in this project and perfectly
suited the purpose, now that I can configure it.

I'm a big fan of their products but not of the company.

>
> Write a letter to the Managing Director or CEO of Netgear explaining your
> situation. They may have the common decency to refund you.
>
> S

Actually I sent it to the president of netgear but I'm not holding my
breath.

>
>

Larry Riffle wrote:
> Did I stumble into the worst of a generally lousy support system or is
> this part of a pattern?
>
> A simple error in the documentation stopped me from configuring one of
> the basic features of a Netgear product. After weeks of ignored emails
> and unreturned phone calls I was told this didn't come under the "basic
> free support". As soon as I let them charge $28.95 to my credit card for
> "premium" service they gave me the right information which amounted to a
> once sentence correction.
>

If it is really a bug in their documentation, you could try to convince
one of their support manager to refund your premium support charge.
For a company it is usually easier to keep an old customer happy and
avoid bad publicity than getting new customers.

Minh Tran-Le.

Minh Tran-Le wrote:
> Larry Riffle wrote:
>
>> Did I stumble into the worst of a generally lousy support system or is
>> this part of a pattern?
>>
>> A simple error in the documentation stopped me from configuring one of
>> the basic features of a Netgear product. After weeks of ignored emails
>> and unreturned phone calls I was told this didn't come under the "basic
>> free support". As soon as I let them charge $28.95 to my credit card for
>> "premium" service they gave me the right information which amounted to a
>> once sentence correction.
>>
>
> If it is really a bug in their documentation, you could try to convince
> one of their support manager to refund your premium support charge.
> For a company it is usually easier to keep an old customer happy and
> avoid bad publicity than getting new customers.
>
> Minh Tran-Le.

First I'd have to find somebody who would respond to mail, email or
phone calls. After 6 weeks of trying I'm not sure anybody like that
works there.

One guy did send me documentation in a propietary format I couldn't read
for a client I don't have on an OS I can't run. Not to mention my
problem had nothing to do with a client. But at least he didn't charge
me for it.

"Larry Riffle" <

| Did I stumble into the worst of a generally lousy support system or is
| this part of a pattern?
|
| A simple error in the documentation stopped me from configuring one of
| the basic features of a Netgear product. After weeks of ignored emails
| and unreturned phone calls I was told this didn't come under the "basic
| free support". As soon as I let them charge $28.95 to my credit card for
| "premium" service they gave me the right information which amounted to a
| once sentence correction.
|
| Anybody else had a similar experience? I do have a lot of Netgear
| hardware and, though the "free" warranty support consistently stinks,
| this is the first time they've made me buy a feature I'd already paid
| for once.
|
| Did you see that shadow on the grassy-knoll?
|
| I'll post the answer separately in case somebody else is about to spend
| $28.95.

In Texas this might be a clear violation of the Deceptive trade practices
law.

"Larry Riffle"
| >
| >> Did I stumble into the worst of a generally lousy support system or is
| >> this part of a pattern?
| >>
| >> A simple error in the documentation stopped me from configuring one of
| >> the basic features of a Netgear product. After weeks of ignored emails
| >> and unreturned phone calls I was told this didn't come under the "basic
| >> free support". As soon as I let them charge $28.95 to my credit card
for
| >> "premium" service they gave me the right information which amounted to
a
| >> once sentence correction.
| >>
| >
| > If it is really a bug in their documentation, you could try to convince
| > one of their support manager to refund your premium support charge.
| > For a company it is usually easier to keep an old customer happy and
| > avoid bad publicity than getting new customers.
| >
| > Minh Tran-Le.
|
| First I'd have to find somebody who would respond to mail, email or
| phone calls. After 6 weeks of trying I'm not sure anybody like that
| works there.
|
| One guy did send me documentation in a propietary format I couldn't read
| for a client I don't have on an OS I can't run. Not to mention my
| problem had nothing to do with a client. But at least he didn't charge
| me for it.

Contact investor relations. Be polite, explain your problem and mention
that you always invest the companies who's products you use and don't invest
in products that have poor support. Then ask who you should contact to
discuss this problem.

If you get the run around send a letter to IR with a copy to your broker and
401K plan admin. (you don;t have to mail the copies) but you should get a
response and quickly. If not then send the CC mail.

I don't abuse the option but so far I've gotten a positive response EVERY
time.

FWIW I did get a major software company to make a big change policy. They
acknowledge the reason for the change in their responce to me.