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Forum Discussion
Nighthawk MR80 customer care
The Ethernet ports stopped working 6 days ago making the mesh system completely non-functional. It was determined and approved for the RMA to be issued to get me a replacement unit. That process st...
Kevin__K wrote:
It was determined and approved for the RMA to be issued to get me a replacement unit.
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.
All of my calls / conversations were with Netgear people in India. All seemingly w/good intensions, none with ability to get this issue resolved to date. The service you offer so far is an embarrassment to Netgear.
Still nobody has told me when it will ship and provided shipping information & tracking number.
While you are waiting for action, have you thought if trying to troubleshoot your problem here?
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.
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. It's a hardware issue at the very least and they determined that the unit, under warranty, needs to be replaced.
I paid the express shipping charges of $29.90 and there's no indication of it having been shipped to date.
When you call, it's tech support (I think is the term/title they use.) They seemed competent enough as they were able To decipher the issue, albeit a fairly straight-ahead case.
Then they recommended an RMA to Customer Care (who take care of that part of things) & they sent me an email w/direction on what I needed to submit for the RMA.
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.
You cannot get customer care folks on the phone unless they call you. I've not been able to get accurate/honest information from any of the people during the several times we spoke.
It's beyond frustrating that the RMA was approved once I submitted required photos and receipt. 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." When they told me the zip code on file it was the correct one.
