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Forum Discussion
RMA to exchange multiple satellites
Hi, I am in a very frustrating and time-consuming suppprt cycle with Netgear customer service at this point. Will spare you all the details, but essentially, my RBE 770 / 771 mesh system has never worked well since I purchased it 5 months ago. I have opened numerous tickets and finally an agent has offered to replace the 2 satellites through the RMA process. I was very frustrated to learn that I have to pay to ship the devices back to Netgear even though they are clearly defective; however, even more infuriating is that the agent told me we have to create two RMAs, one for each satellite. That will result in two separate shipping charges. She could not combine the 2 satellites into one RMA because they have different serial numbers. She supposedly escalated my case a few days ago; but I have yet to hear from any customer service member since then, and only see a ticket open to “cancel” the original RMA she started to return one of my satellites before we realized it would charge me twice. At this point, I don’t even know if that ticket will address my problem.
So I guess I am just posting here at my wit’s end to see if anyone else has gone through this frustrating process to have faulty equipment replaced. And were you able to exchange multiple pieces of equipment (note - the two satellites and router were all purchased together in the same box originally, but now they are considering the to be separate devices)? Thanks for any advice you may be able to share.
8 Replies
What has not worked for this system?
Possible they are trying to see if the RBS are not working or defective and the router isn't, however I would recommend that the router and RBS be swapped out to see if a entire new system would change things instead of peice mealing it out to save time and effort.
What is the size of your home? Sq Ft?
What is the distance between the router 📡 and satellite(s)🛰️? 30 feet or more is recommended in between RBR 📡 and RBS 🛰️ to begin with depending upon building materials when wired or wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite
🛰
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
4,000 SF, 2-level house. House was previously designed so Router is placed in a 2nd floor corner of house. so I use the satellites in center of my house and opposite downstairs corner from router. I own my modem which is a new model, Netgear CM3000
The router seems to sync with my household devices fine, but both satellites go in and out often. I’ve spent about 12 hours with multiple reps logged onto my computer to try to diagnose the issue. They reinstalled the drivers and updated everything and were able to see the two Satellites sync for short periods then go offline again. Or, the satellites will show online but any device synced with them shows no internet connection. Our First satellite is approx 30 ft from my router, then the 2nd is another 30-40 ft daisy-chained with the 1st (second router is only used for a few devices which are on opposite side of my house from router). I had an old orbi mesh system for 5 years that worked well, but ever since I replaced with this newer model I’ve had problems with inconsistent internet. I agree I would like to replace the router along with the satellites at the same time and start over from scratch at this point I’m case the router has an issue too, but dealing with the customer service team has really been disappointing.Does this happen with just one RBS deployed?
NG support will be getting in contact with you.
4,000 SF, 2-level house. House was previously designed so Router is placed in a 2nd floor corner of house. so I use the satellites in center of my house and opposite downstairs corner from router. I own my modem which is a new model, Netgear CM3000
The router seems to sync with my household devices fine, but both satellites go in and out often. I’ve spent about 12 hours with multiple reps logged onto my computer to try to diagnose the issue. They reinstalled the drivers and updated everything and were able to see the two Satellites sync for short periods then go offline again. Or, the satellites will show online but any device synced with them shows no internet connection. Our First satellite is approx 30 ft from my router, then the 2nd is another 30-40 ft daisy-chained with the 1st (second router is only used for a few devices which are on opposite side of my house from router). I had an old orbi mesh system for 5 years that worked well, but ever since I replaced with this newer model I’ve had problems with inconsistent internet. I agree I would like to replace the router along with the satellites at the same time and start over from scratch at this point I’m case the router has an issue too, but dealing with the customer service team has really been disappointing.
Thanks for any advice you may be able to share.
The $20 cost difference between one UPS ground package and two packages should not be the primary focus. You have a $700 WiFi system that is not meeting expectations and Netgear has offered to RMA two satellites.
- Do you not want Netgear to replace the satellites?
- Is this still "on"? (happening?) Or is Netgear waiting for you to do something?
- Is this a "ship me the replacement and I use the packaging to return the original units?"
- What happens after the satellites are replaced?
o Do I still have an open support case? (since my magic 90 days of support have expired)
o What if the replacement satellites do not solve the problem?
There have been a number of conversations on the Forum regarding the 770 package. If problems persist with the replacement satellites, please post descriptions so that members of the Community can offer assistance.
I hear you on the $20. But after I had to pay $100 for a service plan since I was out of my 90 day period I feel I’ve already paid far more than this system is worth and am hesitant to put another $1 toward this fiasco (an agent did open another ticket Friday to cancel the service plan since they didn’t fix my issue, but I won’t count that a success til I see the refund.) So I am just wondering if this is unique to me or if everyone who has problems is getting the same options from the agents? I have never had to pay to return defective goods to any other company when they should still be under warranty. And this whole process of the opening new tickets everytime I call or chat, then closing my prior ticket that is never resolved, feels like I am starting from scratch every time.
I told them I still want both satellites replaced and I want them shipped here then I will return the ones I have, but they said I’ve got to wait to talk to the level 2 support team for approval, and per my latest chat with an agent this morning, that may take 3-5 business days for them to contact me.
At this point I’ve unplugged the two satellites so my devices quit trying to sync to those. The router successfully reaches most of my primary devices so I currently have internet in half my house without the satellites.
I will review the other threads on the 770 system issues to try to see if there’s anything in those that I haven’t tried already.
The "90 days of 'complimentary' support" is something I overlooked as well when purchasing a system back in 2016. Needed no assistance getting the system set up and configured, so my first questions came at about the two year mark. The Community Forum was incredibly helpful (to me). When it comes time to replace my old system, will definitely pay more attention to support.
(although, my pattern is pretty clear. Never entered my mind when buying televisions, microwaves, washer/dryer, oven,.....
