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Forum Discussion
Anyone else want a refund for the Orbi that Netgear is slowly bricking via Forced Firmware?
So in the past day since updating to the latest firmware, my devices are losing connectivity 2-5 times per hour. What in the world did you guys do? Send out firmware to basically brick our $400 route...
Though much complaining, blogs, tweets, facebook messenger and on these support forums, Netgrear said they would escalate my case and have someone contact me. So far, a random call yesterday when I was in the car and couldn’t work with them. We agreed they would call back in 2 hours. No call until 5 hours later when I couldn’t take a break to work with them. I got an email from them saying to call in or schedule an appointment. At 9 am this morning, nobody could help until 4 PM, so a call was scheduled. So far, no call and we are going on over 30 minutes late for the appointment. It seems to me, Netgear doesn’t value my time or customer loyalty. To top it all off, Arlo security cameras go offline globally today! What’s going on Netgear!?
This has consistenly been my experience dealing with Netgear "tech support" for many years. They don't do a lot besides read off of a card with standard responses to your problems or questions. If you get them to escalate an issue, good luck getting a prompt resolution.
I used to have several of their 8-port ProSafe series smart gigabit switches, and they started fizzling out due to their AC power adapters going bad. I tried to get tech support to replace the bad adapter on one and the best they'd do is sell me another at an inflated price, plus shipping costs. By contrast, my co-worker had a similar issue with a competing routing product and in his case, the company happily shipped a free replacement power adapter -- no questions asked.
Netgear really doesn't value customer loyalty ... at least not as much as they seem to value saving some money on the cost of phone support.