Poor Customer Service & returns process

Hi,

I am really dissappointed with the faulty returns options here in Australia, especially for a product that costs AU$500.  I purchased new Orbi router and satalitte system back in March and since day 1 experienced at least daily freezing of the device, which lasts up to 15mins each time knocking off all wifi and cable connections. After looking for fixes on support forums, I have worked with netgear support team over the last 5 weeks to upgrade and downgrade the devices to various firmware versions.  The support team confirmed yesterday there is likley to be a hardware fault and agreed to organise a replacement device.

However, I have been offered 2 options. The "free" option is to pay to return the router via recorded delivery, and once the faulty device is recieved at the distribution centre, a new device will be sent to me. Or option 2, pay an addtional $40 to have a new device sent to me before I pay to return the fault device within 10 days.  

Given I have endured a faulty device for three months, having to likely wait 14 days without a router is just not acceptable. Even though annoying, I would begrudgingly  pay the return, as long as I recieved the replacement device first.

I would be very grateful on a response as I really don't want to endure an extended period without a router given current covid working arrangements.

Regards