Netgear support - nonexistent

Discussion in 'Wireless Internet' started by tom williams, Apr 15, 2004.

  1. tom williams

    tom williams Guest

    Just want to share my experience trying to get help with Netgear for
    support with their mr814 router. NONEXISTENT. No Support.

    Their representation on their website that they provide tech support
    via email is 'vaporware' based on my experience.

    Repeated emails to support email address have gone unanswered. Proof
    that they have absolutely no interest in supporting their product lies
    in fact that not even an automatic reply with a 'case' number, like
    other legitimate email tech support efforts by other companies exists.

    No reply. No support. No effort to support.

    Just want to share my experience. Yours may differ, I hope for your
    sake.

    Tom
     
    tom williams, Apr 15, 2004
    #1
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  2. tom williams

    Lucas Tam Guest

    (tom williams) wrote in
    Why don't you just phone them?

    I had a router and switch RMAed with no problems.
     
    Lucas Tam, Apr 15, 2004
    #2
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  3. tom williams

    Mr. Grinch Guest

    (tom williams) wrote in
    Honest question, is the support for any of the products in this price range
    any better?

    Reason I ask is for example I have some Linksys gear. I've documented in
    great detail problems I've had with various firmware, even to the point of
    logs, screenshots, and duplicating the issue on multiple hardware from
    Linksys. They've never once replied to me. I've always just been lucky
    enough to have an older firmware I could back-out too, even if it was still
    buggy or slow, it wasn't as bad as the new. For a long time, the best
    Linksys support pages were user run websites, not Linksys own.

    I just get an overwhelming sense that all of the vendors in this low-end
    networking market segment really have no interest in spending much on
    customer support. They'd much rather sell product with zero support.
    Perhaps some are just more obviously poor at it than others.
     
    Mr. Grinch, Apr 15, 2004
    #3
  4. tom williams

    MM Guest

    All the consumer market manufacturers are the same - they provide the best
    tech support they can afford which usually equates to the least they can get
    away with.

    If you expect top notch support on a router costing <£100 youre gonna be
    dissappointed. Even in the business world when you are paying >£10K for a
    router you still really have to pay extra for a support package with decent
    responset and fast swap out etc...its just the way it is
     
    MM, Apr 15, 2004
    #4
  5. tom williams

    Hairy Guest

    I recently had occasion to call D-Link support concerning my new DWL-G650
    wireless card. I had to hold for 12 minutes to talk to a tech who stayed on
    the line with me for 65 minutes until my problems were solved. The icing on
    the cake was that he was located in So Cal and English was his first
    language.
    I should add that all of my problems were my own fault and inexperience with
    wireless.
    H
     
    Hairy, Apr 16, 2004
    #5
  6. tom williams

    Clive Page Guest

    I think you were unlucky - I emailed the support address and after a day
    or so got an emailed reply saying that they didn't do support by email.
    They wanted me to call their (premium rate) telephone line. Well they
    don't make money out of email, do they?
     
    Clive Page, Apr 17, 2004
    #6
  7. tom williams

    Larry Riffle Guest

    I was even less lucky. It took me months of calls, email and mail before
    they told my I'd have to pay. Then my luck changed. They just responded
    to my BBB complain and agreed to refund the premium support fee.
     
    Larry Riffle, Apr 18, 2004
    #7
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