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Forum Discussion
Hardware warranty support
I have an Orbi RBK50 that is under hardware warranty, but when I try to submit a warranty support request through the Netgear support website, the site displays an error. Very frustrating, as there ...
jcxmartin wrote:
As for the factory reset, no offense -- but every time I've ever sought support from Netgear, that's always their answer. And it never solves the problem.
A reset may be more witchcraft than science, but the reason for suggesting it is that it is the first thing that Netgear will ask you to do before it even begins to contemplate an RMA.
If you get to that stage at least you will be able to say "been there, done that".
It may not work for you, but you might be surprised by how often that simple measure saves a lot of grief.
Regardless, I don't see how having more satellites would create the issue I'm experiencing (where fixing the speed degradation requires unplugging the internet cable into the RBR).
The first thing that that suggests is that there is some sort of configuration issue between modem and router.
You have decided that the router is the problem. I'd want to dig deeper before concluding that.
Do you have an answer to my original question, though, about how one can actually contact Netgear for support under a hardware warranty? Seems awfully convenient for them that the form on their website for that purpose doesn't work.
Is this what you did?
How do I request a Return Material Authorization (RMA)? | Answer | NETGEAR Support
Your first message just said "the site displays an error". Ask yourself how much this tells us about what you did and what happened.
When you go to the "My Registered Products" page on the Netgear site, you are given the opportunity to select a product and "Request Hardware Support." Below is the link to that page:
https://my.netgear.com/requesthardwarereplacement.aspx
When I enter in the nature of my request, I get the attached error screen.
I've tried it on multiple browsers. I've cleared my cache. I've tried incognito mode. None of that helps.
jcxmartin wrote:
When you go to the "My Registered Products" page on the Netgear site, you are given the opportunity to select a product and "Request Hardware Support." Below is the link to that page:
https://my.netgear.com/requesthardwarereplacement.aspx
When I enter in the nature of my request, I get the attached error screen.
Aha. Same result here. Albeit with more "furniture".
It is broken.
It might be something to do with Easter holidays.
Is your RBK50 system registered at MyNetgear?
Now that we know what is happening, someone can alert Netgear and ask them to get it fixed.
DarrenM ChristineT Blanca_O or DexterJB maybe able to help.
I still think you should troubleshoot your hardware.
Yes, my RBK50 is registered and appears on the "My Products" page.
I did the factory reset on the main router and all satellites. Did not help. Still experiencing the same issue.
Interesting how no one from Netgear is stepping up to acknowledge and correct the hardware warranty issue submission form. I guess they don't really stand by their products?
jcxmartin wrote:
Interesting how no one from Netgear is stepping up to acknowledge and correct the hardware warranty issue submission form. I guess they don't really stand by their products?
You should know that this community is essentially a user-to-user venue to talk about technical issues, with some input from a small band of Netgear techies.
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.
They aren't equipped to answers sales questions or to talk about warranty issues.
If you want "official" support then you should go through the right channels.
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