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CrimpOn's avatar
CrimpOn
Guru - Experienced User
Jun 21, 2020

Warranty and "Support" ???

It is pretty clear from the Product Data Sheets available on the web that Netgear provides:

  • A product warranty of 1 year for most networking products (Nighthawk, Orbi), and
  • 90 days of "Complimentary Support"

There have been numerous posts castigating Netgear for this deplorable level of customer support.  So, I wondered "what support do other networking vendors provide?"

 

I started with Asus (alphabetically), and after a lot of searching, I am unable to determine what support a customer actually gets when purchasing Asus networking gear.  "Limited product warranty" is about as specific as I can find.

 

Turning to the community, does anybody happen to know, what sort of warranty and support customers can expect from the major networking vendors? (Asus, D-Link, Google, Linksys, Ubiquiti, Arris, TP-Link, etc. etc. ????)

11 Replies

  • schumaku's avatar
    schumaku
    Guru - Experienced User
    Jun 21, 2020

    ZyXEL Europe:

    • 2 years for standard consumer products
    • 3 years warranty for Products assigned to specific campaigns, (ex. Bestseller)
    • 5 years for unmanaged Switches, Security and Ethernet Connection Product group.
    • Limited Lifetime warranty on Switches ES/GS/1XXX, ES/GS2XXX, ES-3XXX, XGS- and M series, Business WLAN >3000 and NXC series.

    Support single point of entry is via https://support.zyxel.eu/ 
    Electronic email and phone support available (call-back) after filing a ticket here:


     

    Free support is available during warranty time.

    Limited Lifetime warranty is defined as the Lifetime of the product from when the product is launched and first supplied to customers in the EU Region until the product End of Life (EOL) announcement is made upon the local Zyxel Website.

    The Business products will then be supported for a further 5 years after the EU Zyxel Service Centre makes the EOL announcement.

     

    Sources:
    https://support.zyxel.eu/hc/en-us/articles/360001287853-Products-and-warranties
    https://support.zyxel.eu/hc/en-us/articles/360001287933-Warranty-Terms-and-Condition


    Last but not least, the support is provided independent of a product registration, available to second hand owners - the only requirement is that the devices were sold in this region (what will be checked based on the serial numbers).

    This is essentially the support model which made the Swiss ZyXEL distributor https://studerus.ch/ successful and always in the top notch supplier list for 30+ years extended to Europe which made the ZyXEL brand extremely popular in Switzerland and the German speaking countries.

    Beyond me on how Netger can rank above ZyXEL in the German Chip magazine "    Leading Support 2020 - Das Siegel für vorbildliche Kundenunterstützung" test...