How can i escalate a support problem?

"We're community members only, and have no insight to the information you shared with Netgear. Would be more than informative if you had shared some of the effective problem with this switch"

I didn't share the problem because the goal was help with escalation of the warranty claim, not to go through all the troubleshooting steps again.

"Apparently this happens on two of your computers only. Does the problem move when you are connecting these systems to other ports on the same switch?"

The problem appears to happen regardless of port connection order. The 3 connections have been in many arrangements. The last recommended action i got from them after performing iperf test was to plug the uplink to port 8 and move the 2 computers to ports 1 and 2. The problem persisted randomly. Works fine for a few days or weeks then fails. Unplug switch from power, plug back in, works again till ready to fail again next day or weeks later. Since it's a unmanaged switch, troubleshooting options are limited.

"Not uncommon, Netgear does request us to call to do some checks and confirmations before initiating initiate a warranty exchange."

That is understandable. But to ask for a email update and then cold stop responding to update request in email by replying with a email saying "call" and then when I call, i get a hold queue, and disconnected is not efficient when whatever we're playing phone tag over could have been resolved via email. If that's not gonna work, set a time but don't forget to call during that window (yep, that happened too). And for many emails there would be a week between response. In some cases I sent a response and then got a email 5 days later asking for a update I already emailed them on. Netgear got this right 5 years ago with a warranty claim. That's why i purchased another switch from them. Now there at the top of the Do Not Buy list.

"Even if you have more than one open case, e.g. because you submitted online and called later and they missed to allocate with an open ticket, everything is visible on myNetgear.com"

Everything is not visible on mynetgear.com. Sometimes my login does not work but today it's working and I logged in to confirm. I have 3 cases for the same issue. 1 with 1 request and no reply. 2 more with request and no reply after my last update. Some of the email correspondences (messages from and to them) are not in mynetgear.com. All 3 tickets are closed without a message from them stating why. I don't care how much you love netgear, there is nothing professional or acceptable about that.