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Forum Discussion
Complaint re appalling customer service
Solid Magenta light on Orbi WAP, no internet connectivity, called customer service, no help (indeed made problem worse), after taking email address and serial number tech promised that if problem per...
This community is essentially a user-to-user venue with some input from a small band of Netgear techies. It is not the best place for rants about Netgear's support. There's not much that anyone here can do about it.
Most of the answers come from fellow users who have no connection with Netgear. They just have a lot of collective experience and are familiar with the sort of problems that turn up here.
There is a good chance that someone here would be able to help you to fix things. But to do that they need to know what is going on at your end.
Your message lacks any information that would help on that front.
- Whereas I hear what you're saying, it is almost impossible to find any set way of making a formal complaint, and as such the best I can do is let someone know how appalling Netgear's customer service is, and that's not a subjective statement, there is empirical evidence.
Oh, and FYI, I don't rant. Ranting is a knee-jerk reaction with little basis in truth. I waited many hours before saying anything, and then only started the facts. If people don't like it, then that is a small fraction of the annoyance I feel. Having said that, thank you for your reply. Have a nice day.- Using an Orbi RSR50 in AP mode. I resolved the issue without tech support, as none of their proposed actions made any sense, and they wouldn't accept that I suspected what the issue was, which for their information was:
I had Pi-hole running in a VM on an ESXi server. The latest Windows update broke SMB, and as such the network connectivity of the server. Since the IP the Orbi had as its primary DNS server no longer existed, it threw a fit. It's all sorted now, though. The most worrying thing from Netgear's point of view, and disturbingly the fact which seems to evade all who viewed my initial post, was the absolute lack of integrity and customer care which its technical support staff show, and I am far from being the first to point this out. Not knowing what your complaint procedure is, is unforgivable, as is not knowing what the address of your corporate headquarters is. I speak from experience, and no, I'm not ranting.If your running in AP mode then it means you already have a router in front of the Orbi. Running Orbi in router mode with a router in front of it is NOT recommended.
SMB v1 was disabled by MS for Windows 10. It can't be re-enabled if that version of SMB is needed.
Reason for asking about modem Mfr and model or front end router questions is helpful so we know what direction to point users with the Orbi configuration.
Sorry that NG support wasn't more helpful. Maybe post next time in the forums and let some of us try to help you out first.
Good Luck.
