Can’t buy art?!

Good day tonydryer ,

Thanks for the screenshot! This is very helpful! Unfortunately, our billing services department is out of the office for the day but I've already sent the additional information so they'll have it to investigate first thing in the morning Pacific Time.

One more question, what happens when you click on "Memberships"? Does it allow you to add a membership to your cart?

Best Regards,

Christine

Hi ChristineT Rowan2020 tonydryer 

Im based in Australia and I'm in the same boat as other in this thread, Im unable to add a payment method as there is no button or option under Payment method just a blank screen.

In regards to the Membership there is no option to add the membership and the change plan option is locked out. I presume this is because there is a 3 year membership included in the purchase of the Meural please see screenshots attached. 

The Meural is available in Australia via all major retailers, as I purchased mine from one of Australia’s biggest retailers last month, 

Link below as examples of retailers of the Meural,

https://www.harveynorman.com.au/netgear-meural-27-inch-wifi-smart-art-frame-black.html

https://www.jbhifi.com.au/products/meural-canvas-27-wi-fi-smart-art-frame-leonora-black

I have been finding the ineligibility in adding a payment method frustrating as there has been quite a few featured collections I would love to send to my canvas which are $0.00 but Im unable as this require my payment method which I’m unable to be add as its "not Avalible in Australia", I have uploaded a screen shot as an example of the $0.00 work requiring a payment method. 

After spending over $1000 AUD on a premium product I would off liked a device with all the features supported as advertised. 

I hope the above info helps and please reach out if I can assist with further information.

Josh

I have had to stitch the screenshots together as one screenshot to upload them to the forum :)

Forgot to mention my Device was Purchased from Harvey Norman in Australia.

Hello Josh_R,

Thank you very much for sharing the details of your Meural purchase. I'll need to consult with a few of our internal teams and get back to you with my findings.

I appreciate your patience while this is being investigated! :-)

Kind  Regards,

Christine 

anyone know  of any update on this issue?

fwiw, I'm in the US, made my purchase in the US, account is in the US...,  and I'm unable to purchase art, and unable to add a payment method on the 'my account' page, as there's no option to do so.

thanks-

Hello 1drscott,

Thank you for the message. If you are having issues with your Meural account, please contact support for further assistance.

Regards,

Kevin K., NETGEAR Meural Community Team

Yeah 1drscott, forgett Netgear support.

My case is open since weeks and they are still asking for my personal network infrastructure and such stuff (how is this related with the problem?). They totally miss the topic and basically just try you to quit the conversation.

There is no will to solve the problem and no kind of professional knowledge.

Hello everyone,

If you are having issues and not satisfied with the support you received, please send us a private message (through Facebook, for example)with your case number and contact information. We can then escalate you to our Customer Care Team to see if they can assist you.

I look forward to hearing from you and trying to get you further assistance.

Regards,

Kevin K., NETGEAR Team

Hey all-

So, I couldn't buy art because it seemed that there wasn't a credit card associated with my account.  On my 'account settings' page, under 'payment method', there was no option to 'add a payment method'. For this particular problem, I figured out a 'work-around'.  Don't know if it will work for everyone, but here's what I did:  From the main 'Netgear' page, I went to the 'store', then 'digital canvases', then 'membership'.  Essentially, I was going thru the motions of purchasing an annual membership, even though I already have one.  After selecting 'annual membership', you'll get to the 'checkout' page, where the three final sections are 'your subscription plan', 'your billing info', and finally, 'PAYMENT INFORMATION'.  I filled in the payment information, but then stopped - I didn't go on to complete the transaction (I figured that the worst case scenario, I'd just have another year subscription added on to my existing one, but that didn't happen).  Finally, I went back to 'my account' settings thru the 'my.meural' page, and the credit card info that I had entered earlier was now listed here. And yes, I was then able to buy art for the frame.  A bit of a lengthy work-around, which of course shouldn't be necessary, but...   In the abscence of 'official' support, thought I'd share.  Hope it helps somebody.

See, thats again the problem. Clearly you have a bigger Issue with support. All the people in this thread are very unsatisfied with the support in regards to meural.

I don't really get it why you are sending us one by one to Facebook (*ironyon* which by the way is  the best possible platform i can think of  for handly issues like this *ironyoff* ) instead of taking responsibility and by saying guys, I'm going to escalate this with the higher management.

we are all sitting on a product that costs 850 usd and can't use it like its meant to be.

My case is still open, for one month now. Without any progres. 

The german supporter Damian is still trying to find evidence that everything is my personal fault.

He is consequently ignoring every helpful information like this thread and continues to ask about non-relevant things.

KevinJ_KSorry Kevin, but this kind of support is ridiculous. Even your "contribution" was completely for nothing. Nothing changed, nothing improved.

I really wish back the times where Meural was in charge of everything. Since Netgear took over, it's just plain xxxxxxxxxxxxxxxxxxxxxx.

You've replied to 5 posts. You're starting to get the hang of the community, Awesome!

I just got rewarded for my complain. Sensational! So many thanks to Netgear. I dedicate this "awsome" moment to my Netgear supporter Damian. Without him, this would have never been possible.

Hello DarkUniverse,

Thank you for the update and feedback. I will be sure to pass this along. I attempted to escalate you to a English speaking representative as you requested. However, that was their decision to escalate you back to Damian. Unfortunately, we do not have any updates or additional information to provide at this time regarding customers in Europe and other regions throughout the world still not able to purchase art with a credit card.

Once we get an update or solution from the product managers or engineers who are working on a solution to the billing issue, we will provide an update. Regrettably, it looks like that might not be until some time in early 2020.

At this time, since you are getting nowhere with Damian, I would suggest you asked to be escalated to someone above him like a manager or supervisor since you are so unhappy with the service he has provided up to this point and the way he has treated you.

Regards,

Kevin K., NETGEAR Meural Community Team

What I really don't get (aside of the really poor support), why there is a payment issue at all.

Under the management of the small startup Meural, it was no discussion at all. It simply worked. For everybody. Worldwide.

Then a worldwide active company took over the control and ... you need engineers and month of work to support one additional country. Some kind of absurd, no?

And yes Kevin, I asked Damian already to hand over my case to someone with more knowledge about this issue. But he continued with his investigation about my user-driven fault.

The problem is still not solved.

Since my last post, Netgear managed to fixed the credit card page, but with really stupid mistakes in the HTML code.

As a reaction to my next complain, Netgear removed the page completely. Now a new page is available, but neither my address, nor the credit card can be saved.

The address generates a general error, the credit card page a CloudFront 403 error.

I never imaged how weak Netgear is in providing working software. Imaging your router has the same quality!!!

And nobody at Netgear seems to care about this.

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