Netgear support experience

Discussion in 'Wireless Internet' started by Filthy Rich, Apr 7, 2004.

  1. Filthy Rich

    Filthy Rich Guest

    I've had a Netgear DG834G since last November on a Pipex 1Mb ADSL
    service. I have rung Netgear support only twice in all that time and
    have only had to reset the router about 3 or 4 times.

    I rang their support yesterday on a national rate 0870 number ( who
    says it is expensive?).

    The agent I spoke to may well have been in India but could have been
    on Mars for all I care.

    He was polite and helpful. I was on the phone for about 15 minutes.
    Half of that time was taken up by him asking my details - email
    address, router serial number etc. If I ever have to ring them again
    I now have a customer number so that information won't need to be
    supplied.

    My query was about upgrading from 1.02 to 1.04 firmware. I was
    advised to upgrade to 1.03 first which I did successfully. I'm now
    running 1.04 and it is fine. My particular query about whether a
    known issue in 1.03 had been resolved in 1.04 was answered in the
    affirmative.

    I'm glad I bought Netgear. It's quality kit, does the job I want with
    no hassle and on those rare occasions when I have needed advice it has
    been there promptly and cheaply. On both occasions I rang support, my
    call was answered in less than 2 minutes of queuing time.

    Well pleased and satisfied......(with Pipex as well....)


    Filthy Rich
    Music House
     
    Filthy Rich, Apr 7, 2004
    #1
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  2. :I'm glad I bought Netgear. It's quality kit, does the job I want with
    :no hassle

    A ... friend of mine... had an... interesting... experience recently
    with an enterprise-class device purchased from a company better known
    for its consumer-level products. My friend did some elementary testing
    of the device using a professional quality network testing device, and
    soon noticed some alarming packet error counts. Knowing, though, that
    the test being done was not rigerous, my friend spent pretty much the
    next work week attempting to test the device thoroughly.
    Unfortunately, my friend encountered so many problems and oddities in
    both the CLI and GUI interfaces that my friend was unable (in 5 days
    work) to configure the device to the point where it could be properly
    stress tested.

    As time is money and RMA deadlines are seldom flexible, my friend
    attempted to return the device as being essentially unsuitable for its
    advertised uses. My friend then discovered that the famous-brand
    company apparently has a company policy of never accepting returns for
    refunds -- only returns for replacement. Yes, that's right -- if the
    device software is horribly organized and configurations disappear and
    reappear depending on which obscure incantations you use, then as far
    as the Famous Brand Manufacturer is concerned, it's just because your
    particular device was mismanufactured, and it just needs to be
    exchanged with another identical model with identical software for
    everything to come out fine. :(


    By some strange coincidence, my friend now only visits Famous Brand
    Manufacturer's web site "at times of special celebration."
     
    Walter Roberson, Apr 8, 2004
    #2
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  3. Filthy Rich

    scram Guest


    Amusing story, please share with us what this "famous-brand" is or you have
    wasted your time and my time.

    Your friend could have returned this device (unspecified) to whoever
    (unspecified) it was purchased from if not for money back then for credit
    toward a different brand.

    Did the device perform the functions that your friend purchased the device
    for, or did your friend just discover that the device's software had flaws?

    Did your friend work with CSR to try to successfully configure the device,
    or did your friend attempt this by themselves without assistance?

    Some people need to hire a professional to purchase the proper equipment and
    setup a network. Is your friend an IT professional? (unspecified)
     
    scram, Apr 8, 2004
    #3
  4. Filthy Rich

    Lucas Tam Guest

    -cnrc.gc.ca (Walter Roberson) wrote in @canopus.cc.umanitoba.ca:
    What what company is this?
     
    Lucas Tam, Apr 8, 2004
    #4
  5. :> A ... friend of mine... had an... interesting... experience recently
    :> with an enterprise-class device purchased from a company better known
    :> for its consumer-level products.

    :Amusing story, please share with us what this "famous-brand" is or you have
    :wasted your time and my time.

    Have I? And next time you look at networking equipment, you aren't going
    to take a moment to check the details of the return policy? Or if you
    are in a larger organization, you aren't going to take a moment to
    check what your standard purchase agreement language says about
    the purchase being subject to "technical acceptance" ?


    :Your friend could have returned this device (unspecified) to whoever
    :(unspecified) it was purchased from if not for money back then for credit
    :toward a different brand.

    When contacted, the vendor involved stated that there
    would be no possibility of a return for refund or credit unless
    a refund was authorized by the manufacturer. The manufacturer's backline
    support (the part authorized to issue RMAs) stated flatly that the
    manufacturer never authorizes returns for refund. Catch 22.


    :Did the device perform the functions that your friend purchased the device
    :for, or did your friend just discover that the device's software had flaws?

    If you purchase a radio with dozens of knobs, that is advertised as
    (say) supporting shortwave, and you have a benchmark-quality shortwave
    station sitting transmitting right nearby the radio, and you find that
    no matter what -logical- ordering of knobs you twiddle, you can't bring
    in the shortwave signal, then your conclusion is likely going to be
    that the radio doesn't work -- though you might admit there is a small
    possibility that the radio just -might- work if you knew to tilt the
    radio at just the right angle and twiddle a number of simultaneous
    knobs with no known relationship to each other, including having to
    change some of them to unmarked settngs.

    Did the device perform the functions my friend purchased the device
    for? My friend could not prove conclusively that it could not be
    coerced to do so: my friend could only prove that it did not do so when
    configured in accordance with the manuals and online documentation.

    :Did your friend work with CSR to try to successfully configure the device,
    :eek:r did your friend attempt this by themselves without assistance?

    The CSR's response was "upgrade to the latest firmwave and all the problems
    will be solved". My friend did the upgrade, and found that none of the
    problems were solved. After that, the CSR had no reconfiguration
    suggestions to try.


    :Some people need to hire a professional to purchase the proper equipment and
    :setup a network. Is your friend an IT professional? (unspecified)

    Well, my friend doesn't have any certs, if that's what you mean. But my
    friend does have a computing degreee, decades of IT experience,
    actively works on SME {small/medium enterprise} networking, had
    researched the features of the device in detail, and is generally
    considered fairly knowledgable about the networking layers involved in
    that particular project. (e.g., it wasn't a case of a PC administrator
    trying to impliment VOIP.)

    If you buy a car, and you have a fair bit of experience with
    maintaining and repairing cars, and after 5 long days of intelligent
    study and experimentation, you still can't find a way to make it turn
    left without the back wheels falling off, then do you say "This car
    doesn't work right", or do you say "It's all my fault: I should have
    hired an Automotive Consultant trained in this make of car, because I'm
    just Not Good Enough to know that when you turn left, you are supposed
    to put your right foot in the glove compartment, pull up on the
    seat-back adjuster with one hand, reach back to the back seat and tug
    on the middle seat belt until it locks, use your other hand to press
    the accelarator, and steer the car with your teeth!"
     
    Walter Roberson, Apr 8, 2004
    #5
  6. Filthy Rich

    Andrew Case Guest

    snip

    My experience as well. Tried to upgrade firmware DG834G to 1.04. Trashed
    router and recovery software wouldn't touch it. Rang Netgear support and
    had replacement router delivered within 4days (included weekend). New
    router now upgraded to 1.04 working fine.

    Thanks Netgear.
     
    Andrew Case, Apr 8, 2004
    #6
  7. Filthy Rich

    Larry Riffle Guest

    So what's the secret. I call with carefully documented problems, am
    polite (until the 5th or 6th attempt anyway), ask reasonable questions
    for which they should have answers and I get the run around. Honest, I'm
    not making this up. I've been on the other end of enough support calls
    that I think I know how to hold up my end.

    You actually got useful information. I get "...will escalate and call
    back within 24 hours" which they NEVER do. What am I doing wrong? Does
    calling from outside the US take you through some other path or
    something? I was talking to somebody with an Indian accent part of the
    time but there was no language barrier or anything they just didn't have
    any answers.

    I really like their products. I have so many registered I must have hit
    a bug in their web page because it won't take anymore. Enlighten me. How
    do I deal with this company?
     
    Larry Riffle, Apr 8, 2004
    #7
  8. Filthy Rich

    Colum Mylod Guest

    You don't have to pay as much as before to call Pipex now, they use
    0845 numbers (not as bad as 870 ones - which are premium numbers).

    My Netgear has been as solid as a rock on the same ISP, though the
    512k service. Uptime = since it was plugged in.

    Others' mileage may, and unfortunately does, vary!



    Headers spam-proofed. Use cmylod at bigfoot . com
     
    Colum Mylod, Apr 8, 2004
    #8
  9. Filthy Rich

    Filthy Rich Guest

    0870 numbers are not really classed as premium rate numbers such as
    0901 which are often £1.50 per minute

    0870 is charged at national rate like calling London to Birmingham.
    0845 is local rate e.g. calling to a nearby town and 0800 is free.


    Filthy Rich
    Music House
     
    Filthy Rich, Apr 8, 2004
    #9
  10. Filthy Rich

    scram Guest

    Your friend should contact the Better Business Bureau and ask for assistance
    in getting satisfaction.
     
    scram, Apr 8, 2004
    #10
  11. Filthy Rich

    dueej Guest

    Filthy Rich, huh?

    I guess Netgear pays their shills very well.
     
    dueej, Apr 8, 2004
    #11
  12. Filthy Rich

    Lucas Tam Guest

    Uhh... I had a router and a switch replaced by netgear with no hassles.

    I called the North American support line - what # are you guys calling?7
     
    Lucas Tam, Apr 8, 2004
    #12
  13. Filthy Rich

    ejmfufhgds Guest

    This is nothing more than false and deceptive advertising. Netgear is
    unwilling or incapable of producing a workable product or useful
    support, so they instead resort to fake testimonials in the
    newsgroups. What a shit company.
     
    ejmfufhgds, Apr 8, 2004
    #13
  14. Filthy Rich

    Lucas Tam Guest

    Wow.

    Sounds like something out of the x-files.
     
    Lucas Tam, Apr 8, 2004
    #14
  15. Filthy Rich

    ejmfufhgds Guest

    The "secret" is that Netgear employees are paid to fabricate positive
    testimonials such as the one you are responding to.
    No, you are telling the truth. Yours is the usual experience for
    those who are actually able to get through to a live human being.
    "Filthy Rich," on the other hand, IS making it up. His post is
    complete and total fiction.
    What are you doing wrong? That is obvious. Buying Netgear products
    is what you are doing wrong.
    Just Say NO to Netgear junk.
     
    ejmfufhgds, Apr 8, 2004
    #15
  16. Filthy Rich

    ejmfufhgds Guest

    Really? Are you that naive? I suppose you also click on every offer
    to "ENLARGE YOUR PENIS!" And if somebody tells you such offers are a
    scam you call them paranoid, right? FYI newsgroup shills are nothing
    new.
     
    ejmfufhgds, Apr 8, 2004
    #16
  17. Filthy Rich

    Lucas Tam Guest

    No, because the two times I called Netgear I had no problems with their
    support...

    Actually it was much better than Linksys (but that's not saying much).

    Netgear replaced my dead router and dead switch with no hassle.
     
    Lucas Tam, Apr 8, 2004
    #17
  18. Filthy Rich

    Filthy Rich Guest

    Hey nob head. I am not a Netgear employee and have no reason to make
    anything up. Unless you can prove anything, shutup and mind your own
    business. Wanker.....


    Filthy Rich
    Music House
     
    Filthy Rich, Apr 8, 2004
    #18
  19. Filthy Rich

    Filthy Rich Guest

    The guy is a complete and utter twat.....


    Filthy Rich
    Music House
     
    Filthy Rich, Apr 8, 2004
    #19
  20. Filthy Rich

    Filthy Rich Guest

    My post below is a genuine experience. If I had problems I would be
    the first to complain. You are a complete tosser.....



    Filthy Rich
    Music House
     
    Filthy Rich, Apr 8, 2004
    #20
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