Orbi Pro 5-Year Warrany Claim stalled by support for months - Case 49541054

Product Model: Orbi Pro AX5400 (SXR50)

Purchase Date: July 2022 (via Ballicom - UK Authorised dealer)

Current Support Case Number: 49541054

I am posting here as a last resort because our support case has been stalled for months. We purchased our Orbi Pro system in July 2022 complete with the 5 Year warranty.

The original router was replaced under an RMA over a year ago but the replacement has been unreliable for several months with connections between the router and satellites dropping frequently and devices struggling to connect to the WiFi. I have been engaging with Netgear Level 3 support for months and tried various fixes and send multiple sets of debug logs but to no avail.

We are beyond the support period provided by the original retailer, so reliant upon Netgear to fulfill the obligations of the warranty and issue an RMA.

We have the original order details.

Could a community moderator or Netgear manager please escalate this case to the RMA Queue?

Thanks