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Forum Discussion

Ulairi's avatar
Ulairi
Luminary
Jun 08, 2018

Netgear Have Closed Support Case WITHOUT RESOLUTION

Per this thread I have an enduring problem with my RBW30 Wall plug satellite. That was one of two problems that I had the was speed throttling, which was solved by two factory resets.    I am com...
Troubleshooting
DarrenM's avatar
DarrenM
Sr. NETGEAR Moderator
Jun 11, 2018

Ulairi

 

I will have support try to contact you again about your case.

 

DarrenM

  • Ulairi's avatar
    Ulairi
    Luminary
    Jun 17, 2018

    Now I'm starting to get really annoyed.  Three weeks ago, I sent in logs from the router and two sats and have not heard anything back.   

     

    For two weeks now, Netgear's support website has been down.  I have been unable to access my case or contact support.  I'm not the only one affected - see this link

     

    Now I get this cute email:

     

    NETGEAR Priority Case # 05559602

     ** DO NOT REPLY TO THIS EMAIL**

    Your case has been reviewed and has been updated by a NETGEAR representative.

    Please refer to the case number (Case # 05559602 ) in any calls and or correspondence with NETGEAR support.

    Latest update from NETGEAR Support:

    Hi XXXXX,
    This is regarding my previous response to your online case. It has been a few days since our last correspondence. Please provide us with an update to your case, so that we may continue to work on your issue if there is still a problem. If there is no response from you soon, your case will be closed due to inactivity. 
    It was a pleasure assisting you. Thank you for choosing NETGEAR. Have a great day! 
    Regards,
    Eduard 
    Expert ID: 8305
    NETGEAR L2 Support Expert

    To send a follow-up repsonse, click on the following link:XXXXXXXXXXXXXXX

    If clicking the link above does not work, copy and paste the URL in a new browser window instead.

     Thank you for choosing NetGear

     

    NETGEAR, FOR THE RECORD:

     

    1.  THE FAULT IS STILL OCCURING AND I CANNOT USE THE RBW30

     

    2.  THE BALL IS IN YOUR COURT (YOU HAVE THE LOGS THAT CAPTURED THE ABREANT BEHAVIOUR AND I HAVE NOT HEARD BACK FROM YOU)

     

    3. I AM UNABLE TO CONTACT YOU BECAUSE YOU HAVE CHANGED YOUR SUPPORT WEBSITE AND THE LINK THAT YOU SENT ME DOES NOT WORK

     

    4. YES - I AM SHOUTING!

     

     @DarrenM

    • mike406's avatar
      mike406
      Apprentice
      Jun 17, 2018
      Unfortunately, the only way to update cases is to call, provide the case number and have the rep do it for you. I wonder if Netgear is even aware of this issue as they seem to be doing nothing about it. At least notify people about it.
    • DarrenM's avatar
      DarrenM
      Sr. NETGEAR Moderator
      Jun 18, 2018

      Yes please call support if you case links no longer work and we are aware and working on the issues with the case system.

       

      DarrenM

      • Ulairi's avatar
        Ulairi
        Luminary
        Jun 19, 2018
        DarrenM wrote:

        Yes please call support if you case links no longer work and we are aware and working on the issues with the case system.

         

        DarrenM

        If Netgear is aware that links are no longer working then why are they sending emails stating that there has been no communication and that the case will be closed? 

         

        Why are they doing this when the ball is in their court? 

         

        Why are they doing this when the fault is still occuring and they have done nothing to assist with resolution? 

         

        Why should I have to chase them up via phone, in light of all of the above?

         

        I'm sorry - but this is plain wrong. C'mon Netgear - you're better than this ...