NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Anyone else still having problems with FW 1.0.3.4?
I'm going to be brief. I can't be the only one who purchased an RAX80 Router, and then after a certain time, had it fail due to the recent upgrade. Then when you try and reach customer support, they ...
You have to buy a netgear service contract for Phone, Chat or Email support after 90 days.
From the RAX80 product page.
Complimentary Support
NETGEAR provides complimentary technical support for NETGEAR products for 90 days from the original date of purchase.
Though after posting the above I did find that you can still request a warrenty replacement without a service contract via MyNetgear.
kemcro is correct <<<
The warranty isn't very clear: I think this the real issue for people.
https://www.netgear.com/about/warranty/
90-day complimentary technical support - Covers intial set up, use and configuration of their new router. If you have a failure, you can talk to someone and get an RMA.
1 yr hardware support warranty - Provides protection against hardware/manufacturing defects or failure duing the warranty period. Months 1-3 (you can talk to someone for free). Months 4-12, you can get an RMA, but if you want to talk to someone, it will cost you.
Here's the problem. The warranty description I referenced above is vague. Nothing is said, instead it's implied. So, Netgear uses this to their advantage. They are not the only company that does this. One of the oldest tricks in the book.
They will give you 90 days of complimentry technical support. Once you are beyond that, they are only basically willing to RMA your product. If you want assistance diagnosing a "problem" which I'm sure they often deem is not a hardware defect, they want compensation for their time. Is it fair, not really, but they have to protect their time somehow.
Getting a replacement during the first year of ownership is free using My Netgear. You can talk to someone about it duiring the first 90 days. After that it will cost you (if you want to talk to someone). I personally don't agree with this philosophy, but understand it.
