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Forum Discussion
Won't honor warranty on MS 60
I've had an MR 60 and two MS 60's online and functioning fine for 11 months. One of the satellites MS 60's went down and refused to pair with the router. I called customer service (a couple of times) and they opened a case #, acknowledging it was still under the one-year warranty (they refused to offer any technical support unless I purchased a service contract). Customer service said they would get authorization to allow the unit to be returned. After a couple of days of no return contact, I reached out to them & was advised they had closed my case (without explanation). I reached back out to them a couple of more times but now they refuse to answer any of my emails. The warranty is only a month from expiring so it appears they're just stalling to let it run out and they can then tell me it's no longer under warranty. I'm also assuming they really don't want to waste their time with me because I won't pay for technical support. Never heard of a company doing this. I'll never buy another one of their products.
2 Replies
There's nothing much that anyone here can do about your warranty woes, but you might get some help in reviving the dead satellite. For that to happen you'll need to say a bit more than "One of the satellites MS 60's went down and refused to pair with the router."
Head to https://my.netgear.com/, select the hopefully already registered unit and serial number, and follow the [Request Hardware Support] process.
The system does clearly indicate the remaining warranty terms including the [nnn] days remaining on Hardware, Accessories (where applicable), and the Power Supply.
In case you bought the MK6x system from Costco, special tech support terms apply to Costo Members, during the warranty period, check the https://www.downloads.netgear.com/files/GDC/MK63/MK63_DS.pdf FMI.
Correct is that Netgear does not have to provide you with free support beyond of the initial 90 days. If the device is broken, within the warranty window, you have the right to get a replacement Either the unit comes back alive doing the ubiquitous [Reset] button action or the unit does require replacement.
The automated system does tend to close jobs prematurely once the replacement confirmation is sent-out, the system does not wait until the logistics partner has confirmed the reception.
