Beyond Frustrated with NetGear "Support"

I likewise feel your frustration. I also have worked in the tech industry for over 3 decades and have never encountered any company with this bad of technical support.  Even when I have managed to escalate tickets to their L3 tech support, they cannot seem to get their firmware team to fix the issues reported by users.  The Orbi router continues to fail at performing basic router features that other routers have done for ages.  My 8 year old Asus router that this replaced had more features than the Orbi, other than the addition of 802.11ac and Mesh features. And not once did I ever have to contact support for my Asus router.