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M5300-52G-POE+ (GSM7252PSv1h2) ProSupport Warranty Issues
I purchased (5) of the M5300-52G-POE+ (GSM7252PSv1h2) switches and have been running them in a stacked configuration since installation without an issue. I have ProSupport on all 5 of these switches ...
Looks like I'm on the home stretch!
I started on Monday afternoon last week with (2) trouble tickets to Netgear ProSupport. Today is the following Monday and one of the two replacement switches should be arriving today, with the other arriving later this week. After contacting my original reseller and getting their assistance to escalate my ProSupport case, the ProSupport team was authorized by management to replace my M5300-52G-POE+ switches with newer current model switches (a step up) since they had no repaired or new M5300-52G-POE+ switches available.
It was a bit frustrating to begin with, but now that I know what to expect when doing warranty repairs, I’ll be more prepared in the future.
For end users out there who have dealt or are dealing with a situation similar to mine, here are my recommendations:
End User Recommendation #1: Create a Netgear account at my.netgear.com and register your equipment.
When you do this, you will be given the opportunity to attach a copy of your receipt under the “My Products” section by clicking on the product that you’ve registered and then clicking on the “Upload proof of purchase” link. Once you do this you’ll never have to worry about losing your receipt. If you lose your proof of purchase and you didn't take advantage of my.netgear.com and store it online, thats on you and not Netgear's fault.
End User Recommendation #2: Consider buying a ProSupport contract with “NBD” warranty replacement.
The lifetime warranty is great, but just the standard warranty on the equipment doesn’t guarantee you’ll get a replacement quickly. If you consider the Netgear equipment you have as mission critical, and your business couldn’t run 3 to 5 days without it, then and extra $300 to $400 for a 3-year ProSupport contract with ‘Next Business Day’ warranty replacement is worth it. Make sure when you buy your ProSupport contract that you are buying the version with ‘Next Business Day’ warranty replacement, because Netgear does offer ProSupport contracts with telephone only support that does not include “NBD” warranty replacement.End User Recommendation #3: Keep in touch with and reach out to your reseller.
If your purchase was from a vendor that your company regularly does business with and you have a repour with your sales person, reach out to them for help if you run into an issue that isn’t getting handles quick enough to suit your needs. This is the recommendation that ultimately helped me out.I consider my issue solved, primarily because of my End User Recommendation #3. Good luck to everyone on their own warranty adventures.
TedW
Thank you again for your quick reply, JohnCarloV.
I have since received word from the vendor that originally sold us the Netgear equipment. They have contacted a member of the NetGear Rapid Response Team and have had my support tickets escalated. I will be sure to update this post with the final outcome of this situation.
Again, thank you for your patience in allowing me to vent my frustration in this forum. I'm sure this is not the norm for Netgear ProSupport and that my issue will ultimately be resolved to my satisfaction.
Ted W.
Looks like I'm on the home stretch!
I started on Monday afternoon last week with (2) trouble tickets to Netgear ProSupport. Today is the following Monday and one of the two replacement switches should be arriving today, with the other arriving later this week. After contacting my original reseller and getting their assistance to escalate my ProSupport case, the ProSupport team was authorized by management to replace my M5300-52G-POE+ switches with newer current model switches (a step up) since they had no repaired or new M5300-52G-POE+ switches available.
It was a bit frustrating to begin with, but now that I know what to expect when doing warranty repairs, I’ll be more prepared in the future.
For end users out there who have dealt or are dealing with a situation similar to mine, here are my recommendations:
End User Recommendation #1: Create a Netgear account at my.netgear.com and register your equipment.
When you do this, you will be given the opportunity to attach a copy of your receipt under the “My Products” section by clicking on the product that you’ve registered and then clicking on the “Upload proof of purchase” link. Once you do this you’ll never have to worry about losing your receipt. If you lose your proof of purchase and you didn't take advantage of my.netgear.com and store it online, thats on you and not Netgear's fault.
End User Recommendation #2: Consider buying a ProSupport contract with “NBD” warranty replacement.
The lifetime warranty is great, but just the standard warranty on the equipment doesn’t guarantee you’ll get a replacement quickly. If you consider the Netgear equipment you have as mission critical, and your business couldn’t run 3 to 5 days without it, then and extra $300 to $400 for a 3-year ProSupport contract with ‘Next Business Day’ warranty replacement is worth it. Make sure when you buy your ProSupport contract that you are buying the version with ‘Next Business Day’ warranty replacement, because Netgear does offer ProSupport contracts with telephone only support that does not include “NBD” warranty replacement.
End User Recommendation #3: Keep in touch with and reach out to your reseller.
If your purchase was from a vendor that your company regularly does business with and you have a repour with your sales person, reach out to them for help if you run into an issue that isn’t getting handles quick enough to suit your needs. This is the recommendation that ultimately helped me out.
I consider my issue solved, primarily because of my End User Recommendation #3. Good luck to everyone on their own warranty adventures.
TedW
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