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Forum Discussion
AX8 / RAX75 - No Tech Support for Costco Customers?
I received my Netgear AX8 / RAX75-100NAS from Costco in late November. According to the info on the box and Netgear's product data sheet, it came with 1 year hardware warranty and 1 year complimentar...
Update: I was able to confirm with Costco customer service and with Netgear support, that the RAX75 routers do come with 1 year of complimentary tech support.
Costco Concierge Service agents do not provide support for the routers, but they were very helpful communicating with Netgear on my behalf.
I experience several serious issues since I updated to the new firmware release 1.0.2.76, hopefully I can get this resolved with help from Netgear support..
Thanks everyone for your interest and input..
/bayarnd
Update June 8:
I just opened support ticket number 12. I have not had a working router for more than a month.
8 of my support tickets were closed without resolution, either because 'I am not eligible for support until I purchase an extra support contract' or without explanation at all. I had to call the reseller and they contacted netgear on my behalf to make sure I get support, of course I am eligible.
By now I spent over 12 hours on the phone with netgear support and Costco support and talked to many support techs. After phone advice, remote screen sharing, resets, reinstalls and updates to 3 newer firmware versions (.70 .76 and .88) and updating creen shots, log files etc. there is ZERO PROGRESS. Netgear support got frustrated, confirmed that the newer firmware releases do not work, and advised me to downgrade again to .64 and .... wait.
This is without question the most frustrating support I have experienced.
At this time, I cannot even sell my used Netgear router and purchase a different product - how can I tell a craigslist buyer this router works fine? It looks like I will have to accept a 250$ loss. But at least, Costco customer service will hear a very serious complaint from me.
/bayarnd
Update June 9: once again, Netgear "Support" has closed my ticket with the remark: "..your device is no longer eligible for the 90 days free technical software support assistance from a support expert."
I am beginning to think, this is not a mistake or incompetent management but rather a profitable extortion scheme forcing people to pay for tech support if they need help, even though the customer has already paid for "1 year complimentary tech support".
Hello bayarnd,
Thanks for the update. According to our records, your case # 42815839 has been escalated to our engineering team for further investigation. Please refer to that case number for further updates.
Christian
Hi Christian,
Thanks for your reply..
# 42815839 is a different problem (no admin login access) and has been sent to the engineering team a week ago (June 4), no result so far.
I was told by 2nd tier support that I would need to open a different ticket for my problems with USB disks / Readyshare errors, and I did that.
On June 9 I opened case #42873707 (Readyshare network folders deleted after every reboot).
That ticket was CLOSED the next day with the comment, that my tech support has expired after 90 days.
In response I opened case#42882715 - You closed my support ticket Case #42873707 even though I have year tech support
That ticket was also closed, today.
I have not had a correctly working router for 4 weeks now. When I call support, I am told that I have to purchase a tech support contract if I need help. When I insist that I have purchased the router with 1 year tech support through Costco, I am disconnected.
I have called the "24/7 Dedicated Technical Support for Costco Customers" today, just 5 minutes ago, and a tape message announced that my tech support has expired after 90 days and 'our experts are no longer available to you'.
You make it sound like I do something wrong? So - what is it?Best regards
bayarnd
