Netgear support

Discussion in 'Wireless Internet' started by steelie, Jun 6, 2004.

  1. steelie

    steelie Guest

    I bought a Netgear wgr614 wireless router in January, worked fine for about 3 months, then simply
    stopped working. I removed it from the circuit and my internet connection is fine, so I'm sure
    it's the router.
    So I call netgear support and, after a very lenghty IVR system session, I finally connect to a
    person. He spends about an hour with me trouble shooting the router. We set all kinds of config
    settings and play all kinds of what ifs....router still not working. Then he says try it with
    another computer and let us know how you make out before we send you the required return form
    (RMA). So I fire up the laptop and of course the router doesn't work...surprise.....

    Netgear has a guarantee of a year on their products, but they require you to get a form (RMA)
    from them in order to return a bad product. I've been at this for 6 weeks now and still can't get
    them to send me the form.
    It's a good thing Netgear has a year warranty...it'll take me that long to get the form.
    Anyone else run into support problems like this? Any suggestions for working with them or around
    them???

    Goodbye Netgear...hello Linksys.....what a lousy support process Netgear has, can't say much
    about their products either...you'd think they'd make them to last longer than 3 months
     
    steelie, Jun 6, 2004
    #1
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  2. steelie

    shope Guest

    are there local laws that make whoever sold it to you help?

    in the UK you would be able to go through the supplier
    than 3 months
     
    shope, Jun 6, 2004
    #2
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  3. steelie

    lac Guest

    Don't get your hopes up. I've had both and the support is equally
    "good" I got a ZyXEL (Zyair B-2000) that has 5 times features (under
    $100) Unfortunately :) I don't know how good their support is because I
    have not needed one. The router just works. Last time I checked it was
    up for ~2000 hours. Try that with any other "consumer grade" product
    (Netgear, Linksys, Dlink)

    -L
     
    lac, Jun 6, 2004
    #3
  4. steelie

    Martin² Guest

    'Netgear support' is an oxymoron.
    They work on the principle 'lets get it out there, get the punters to test
    it, pile them high, sell them cheap, lets get the next model out... etc.'

    One day soon their name will be synonymous with junk !
    Regards,
    Martin
    (Netgear returned, Draytek Vigor 2600We untouched for over a year now)
     
    Martin², Jun 7, 2004
    #4
  5. steelie

    Lucas Tam Guest

    (steelie) wrote in
    I never needed a form. I just told them it wasn't working and they RMAed it
    immediately.
     
    Lucas Tam, Jun 7, 2004
    #5
  6. steelie

    Larry Riffle Guest

    Good luck. After months of hassle I filed a BBB complaint. Netgear
    acknowledged to the BBB that they were in the wrong. I then got a
    personal call from their Customer Service Manager with all sorts of
    promises. Nothing she promised ever happened.

    In the rare event you get any commitments from Netgear they NEVER happen.
     
    Larry Riffle, Jun 7, 2004
    #6
  7. I've had very similar experiences with Netgear products. I agree,
    stick with Linksys.

    Adrian Martinez
    http://www.segurogroup.com
     
    Adrian Martinez, Jun 8, 2004
    #7
  8. steelie

    Grzegorz Guest

    I'm happy to hear that. I'm seriously considering using Zyxel B-4000 AP for
    my next project. It's expensive but my peace of mind is worth any money. Any
    other opinion about B-4000 or B-2000 v2?
     
    Grzegorz, Jun 8, 2004
    #8
  9. steelie

    lac Guest

    I actually just received B-2000 v2 (a replacement for v1) and so far so
    good. v2 adds WPA, firewall and some other things. ZyXEL is replacing
    v1's for v2's since they don't support WPA in v1's - a great gesture
    from a company that values its customers.

    Lac
     
    lac, Jun 10, 2004
    #9
  10. steelie

    Bill Guest

    Sorry to hear about all of your problems with Netgear products
    and support. My experience has been nothing short of spectacular. I
    have cable/ISDN/dialup routers, switches, etc. back to 1998 still
    working perfectly.
    My WGR614 v4 router has been up for 4 weeks straight. No
    issues whatsoever. I had one RT-311 go bad, and they turned it around
    in less than a week.
     
    Bill, Jun 10, 2004
    #10
  11. steelie

    Larry Riffle Guest

    Don't get me wrong. I agree completely with your opinion of Netgear's
    products. I've never had occasion to return anything and I have a bunch.
    My problems have all grown out of really trivial support issues that
    required one sentence answers and instead turned into months of hassle.

    The BBB complaint came from a very simple documentation error that took
    three months, countless emails and calls, mail to their president and
    finally "premium" service, to get an equally simple answer.

    The Customer Service manager called weeks ago to apologize and get my
    address so they could send a refund for the premium service. Still waiting.
     
    Larry Riffle, Jun 10, 2004
    #11
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