What to expect with Netgear Support

Hm, interessting what you're reading from the communication shown above because it's something different than I read which might be related to my latest experience. Nevertheless, for sure would that be legitimate. But that's not the case, they're stalling me by sending me back to the beginning of the whole trip by using a pre-defined message template.

Anyways, see, all the following tells about my personal experiences with Netgear and my personal point of view. I've been using Netgear products for - I don't know - 20 years and every time I've got a problem with one of their devices - and believe me, it's been a lot - I ended up in an endless loop with a so called support agent, which actually most of the times did not have an idea what he/she was talking about, but obviously sending predefined messages/questions. And if you're lucky enough to get your case forwarded to an engineer, you get in contact with someone from - I don't now where - connecting to your system with a remote controll software just to become disconnected once every minute for which the explaination was: Netgear does not provide us with official licenses. So, uhm, what?

Or: If you find a bug in the firmware and you are kind enough to invest the time to report it, you have to go through an endless loop of sending messages back and forth and you have to proof that there is a bug by hook or by crook and even if you provide them a detailed step by step instruction on how to reproduce it, they don't believe you but ask you again for information you've already provided. So you actually have to decompile the firmeware and present the exact line of code where the bug is to them, you get it? Oh, and even better, if you are not the original buyer of a device, they don't even care about you and thereby, about a bug in their product. How can a company not care about a bug in its product because the reporter does not fit into the guiedlines/rules? In my personal opinion that's a disaster - from a company point of view - I'd just call that mismanagement.

Or even better: Everybody running a network would - I guess - agree that a faulty or even failing device can cost you days AND nights and if you do not get the device replaced within a reasonable amount of time, you'll find yourself in a very bad situation. Therefore you decide to trust in the company which promises: Hey, relax, in case of a device failure, we'll replace it until the next business day. So you think: Cool, exactly what I need.

BUT: If you've really got a faulty device and get in contact with the "support" you find yourself in an endless loop of messages being sent forth and back asking you to provide the same information every two to three days and doing everything they can to stall you. I guess for a lot of people that might work to get them to give up. But if you decide to complain about how you're being treated after 10 days from the beginning of the whole odyssey, the above message is the only thing you get back and please don't tell me that this was written and send to me by Monaliza, what a joke.

I've been in contact with a lot of customer support with a lot of companies throughout approx. a quater of a century and I assure you that Netgear’s has always been my worst experiences. It has always been and by now I came to the conclusion that it always will be. That's for sure not the staff's fault but the management, I guess. Whose else should it be than the the one of those defining the processes/rules/policies.

Honestly speaking I do not wonder because this kind of behaviour is so common for US American companies. Sell your product to the customer as fast as possible and try to make it work once it's on the market, forget about the people, we need to pay dividends. Where try means: If there are not a thousands of people facing the same problem, we don't care.

Well, anyways, that's it, I'm done with Netgear, never ever again!

Have a great time.