Beyond Frustrated with NetGear "Support"

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WizardOfToz wrote:

I have been in the computer industry for over 30 years and have never seen a company like NetGear that hides behind a pay wall and won't support their products beyond one year.  While I certainly understand them not supporting the hardware beyond the warranty, what baffles is me is that there is no support for software related issues.  Even when they are ones that cause the issue to begin with.

 

I have been dealing with the same issue that everyone elseon here has with regard to bad firmware versions causing performance degrading.  And there doesn't seem to be any rhyme or reason as to why sometimes it works good and others it doesn't.

 

For the longest time, I wouldn't even be notified within either the admin web portal or the app that a new firmware was available. Suddenly today, the app started putting up a red 'Update' icon in the top right of the app.  And when I attempt to upgrade to version 2.5.1.8, the satellite upgrades but the router fails.  When I attempt to upgrade through the web portal, same result.  And if I attempt to upgrade manually, it says the version is incorrect.

 

I mean seriously, what are customers supposed to do when NetGear refuses to provide the most basic support so that their products actually work?  I am just about at the point that I am ready to ditch NetGear and switch to another brand that will actually stand by their products.

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I logged on today wondering how far down I'd have to scroll to see a comment from someone regarding the absolutely worst customer service system in the industry and I started laughing when I only had to look down three posts to find your posting and while it's certainly not funny and I'm sure you are just as angry as I am and well you should be.  

I've worked in the tech industry for the better part of two decades as tech support for Apple and now Im in management for a software company and I feel your pain.  I've come to the conclusion that they have purposely made it so bad that you find yourself debating whether the unbelievable prices for their premium support is worth it or not. My issue started in the middle of December and I'm still dealing with issues that occured after I had to have the original Orbi router replaced on a RMA.  Suffice it to say, I hope you find a solution. My device stopped responding during setup after it attempted to upgrade the firmware to version 2.5.1.8. and I found that the firmware has had a problem since they released it.  I never did get to use my original unit as it never did respond after the automatic firmware update attempt. The only thing I would suggest, and I'm sure you've already reached this point, is to call the tech support line and let them know the problem in a very firm way....maybe they will escalate the issue to someone who can actually help.