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GS324 Lights On but nothing works
Hi, I have purchased this switch and everything was working fine however now nothing works. The lights are on but okay doesn't switch any traffic. It's still within hardware warranty, I was on the phone with Netgear support but they're telling me they won't send me a replacement because it's been longer than 90 days since I bought it (it's been since March so 180'ish days). They want me to spend $50 on extended phone support for a $80 switch. He's telling me a phone technician will troubleshoot the software and the possibly determine it's a hardware failure and get me a replacement. Here's the thing... it's an unmanaged switch so how are we supposed to troubleshoot the software? It's a HARDWARE problem please send me a replacement. Have you all dealt with this? Literally makes no sense. Is there any way I can get my replacement without paying the $50? My case number is 43446974.
Not very difficult.
Can't believe they continue providing incorrect information to the customers.
With every update of a support case, you receive an E-Mail including a link where you can reply. Was u der the impression there is a button under the open case, too.
8 Replies
benzconsultant wrote:It's still within hardware warranty, I was on the phone with Netgear support but they're telling me they won't send me a replacement because it's been longer than 90 days since I bought it (it's been since March so 180'ish days). They want me to spend $50 on extended phone support for a $80 switch.
Completely wrong handling by the support person. In Europe for example there is a three year hardware warranty on these switches (for the first buyer, product registration mandatory, upload of original invoice can be required).
benzconsultant wrote:He's telling me a phone technician will troubleshoot the software and the possibly determine it's a hardware failure and get me a replacement.
On RMA requests, Netgear does indeed a troubleshoot session. On this switch class, this will be a short thing as you correctly assume.
Christian_R please.
Yeah it has a 3 year warranty on it. I just find it so ridiculous that he was telling me I needed to spend the $50 for "90 days extended phone support" just for me to get passed on to a "software technician" who will go through troubleshooting steps with me, and then most likely determine it's a hardware failure. If this were a managed switch I would probably accept that but as I said before it is UNMANAGED. It's a dumb switch. Let me ship it back to you, you look at it, and if I'm telling the truth send me a new one.
This was the link he emailed me with "troubleshooting steps". This consists of: 1- power cycling the device (did multiple times) 2- checking that the cables are properly connected (did that) and 3- update to latest firmware (again, it's an unmanaged switch so that's not happening)
https://kb.netgear.com/24309/I-recently-lost-my-internet-connection-how-do-I-get-my-connection-back
Is there really nothing I can do here?
The support person must have mistaken your switch issue with a router issue - the KB entry does apply to Netgear consumer routers and the like only.
benzconsultant wrote:Is there really nothing I can do here?
Is your ticket associated to your Netgear account? Check https://my.netgear.com/ -> My Support
If the ticket is not visible there, I would not hesitate to open a new ticket via https://my.netgear.com/ -> My Support -> Contact Support -> Replace my defective product and add a note that you had not been helped well on the other case (w. ticket number).
Subsequent, you will receive a phone number to call, where a short Q&A will be done with a check before the RMA is issued will be about that style, maximum three questions - as there is really not much to check on your switch model.
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