Nighthawk MR80 customer care

Question

The Ethernet ports stopped working 6 days ago making the mesh system completely non-functional. &nbsp;It was determined and approved for the RMA to be issued to get me a replacement unit. &nbsp;That process started nearly a week ago and even though Netgear collected immediately my $29.90 for the express overnight shipping, no replacement unit has yet been shipped! &nbsp;There have been tons of calls, which I've documented the names and workers' ID #s, each assuring me they would call back with in an hour, sometimes less or have a supervisor call back with detailed information on the shipping of the replacement unit. &nbsp;To date, no call-backs, no honest information, just the same run-around from everyone I talk to. &nbsp;They seem to be sincere and seem to care, but all promises are vanish into ether.
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FURRYe38 · Answer

I recommend you send a forum moderator a PM and see if they can help you out.
DarrenM&nbsp;

michaelkenward · Answer

Kevin__K&nbsp;wrote:
It was determined and approved for the RMA to be issued to get me a replacement unit. &nbsp;

I do hope it was a genuine Netgear call you made. Too many people rely on a web search and get suckered into talking to a scam site that has nothing to do with Netgear.
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Kevin__K · Answer

All of my calls / conversations were with Netgear people in India. &nbsp;All seemingly w/good intensions, none with ability to get this issue resolved to date. &nbsp;The service you offer so far is an embarrassment to Netgear. &nbsp;
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Still nobody has told me when it will ship and provided shipping information &amp; tracking number. &nbsp;

michaelkenward · Answer

While you are waiting for action, have you thought if trying to troubleshoot your problem here?
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You don't say what process you went through to get the RMA approved, but there can be more expertise here than there is in the official support team.
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Kevin__K · Answer

I was able to do the troubleshooting before contacting Netgear tech support who confirmed that the router's ethernet ports are dead and the firmware is corrupt. &nbsp;It's a hardware issue at the very least and they determined that the unit, under warranty, needs to be replaced.&nbsp;I paid the express shipping charges of $29.90 and there's no indication of it having been shipped to date. &nbsp;&nbsp;When you call, it's tech support (I think is the term/title they use.) &nbsp;They seemed competent enough as they were able To decipher the issue, albeit a fairly straight-ahead case. &nbsp;&nbsp;Then they recommended an RMA to Customer Care (who take care of that part of things) &amp; they sent me an email w/direction on what I needed to submit for the RMA.&nbsp;The right hand doesn't know so well what the left hand is doing and they seem to assign a different case # every few days, I think I've had 5 so far bouncing between care and support. &nbsp;&nbsp;You cannot get customer care folks on the phone unless they call you. &nbsp;I've not been able to get accurate/honest information from any of the people &nbsp;during the several times we spoke.&nbsp;It's beyond frustrating that the RMA was approved once I submitted required photos and receipt. &nbsp;They took the $30 for express shipping but have given me different excuses why it hasn't shipped, such as, "oh we couldn't ship as the zip code is incorrect." &nbsp;When they told me the zip code on file it was the correct one.&nbsp;&nbsp;

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Nighthawk MR80 customer care

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