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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 wo...
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.