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Forum Discussion
FS108PNA -- Get RMA for replacement
I have a POE switch that has two failing ports. I cannot find out how to get an RMA for this product which has a "Lifetime Warranty" and is registered under my devices. Either there is a failur...
Not sure this is really worth the effort for an 8 port unmanaged fast ethernet switch - you can get new 8 gigabit ones for less than $25 USD..
But I also have a couple of switches with a lifetime hardware warranty.
When I log into my.netgear.com, I see this in the registered device list:
Clicking on "product info" brings up this:
Then clicking on "request hardware support", brings up this screen:
So maybe try this, and see if you can get a replacement that way.
There are several issues here. The intention of this post was to get someone at Netgear to pay attention and/or fix the issues.
When I used to log on to my Netgear Account (or the Netgear accounts of my clients) a list of registered hardware was presented. That is no longer the case for some reason. If there was a 'request hardware support' option I would have used it. For my account, and other accounts I manage, it no longer appears.
The actual product is an 8 port switch with 4 ports of POE capability. The POE is needed for security camera installation. StephenB is probably correct that the time involved is not worth the effort for replacement. However this product has "Lifetime Hardware Warranty" as part of its sales strategy. Clients follow my recommendations and when I recommended it, I refereed to the "Lifetime Hardware Warranty" support as an important benefit. The client wants it replaced under warranty -- you cannot blame them. The task falls to me to make it happen. Of interest is that this same product has failed twice in the past six years in the client's environment -- my guess is because of hardware design issues not protecting against EMP back surge from lightening. Regardless of the reason, at this failure rate the client is insistent on no cost replacement. And I cannot blame them.
My personal view is that I will be handling another 10+ replacements over the next five years at this failure rate.
I did a brief check and it seems that based on my activity there are 37 installed devices like this nationwide. One failure is incidental but as the numbers mount then the user expectations also mount.
I waited 93 minutes to talk to an agent. When I did get an agent a case was opened. With an open case number future contact is much improved for access. It will be replaced with NBD shipping since it is a 'business' product and supported by that staff.
Again, the intention is to get Netgear to pay attention.
If Netgear does not use this forum as an information source for improvement, as some commenters have suggested, then the implication is that they are shoving support onto a user forum and not handling customer issues appropriately.
My issue is solved, Netgear's response process is not solved.
- A little bit more verbose or graphical information of what you see and get instead of the registered device list would be useful.
Hard to guess what site or URL you ré referring of getting no devices listed. Yes, it could be a temporary issue, some problem with local browser cache, ore rarely some URL reference loop. Without anything it's hard to gain any attention momentum. Yes, just yet another customer and Netgear user here...
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