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Michael102's avatar
Michael102
Follower
May 30, 2020

BRICK

I purchased this router 3/24/2020.   Today is 5/30/2020.  Three days ago there was a firware update that failed and the router stopped working.  I contacted NETGEAR support and they informed me that  my basic technical support expired after 90 days (which would be 23 June)  and the hardware warranty was good for a year.  They stated that they would be happy to help me if I purchased additional warranty.  For 24 months it was 179.99, or 49.99 for 3 months.  (IT HASN'T BEEN 90 DAYS YET)

 

THIS IS A COPY OF THE EMAIL THEY SENT ME.  I'm done, the router is in the trash and a new one (by another manufacturer) has been purchased. 

 

** DO NOT REPLY TO THIS EMAIL ** 
This is an automatically generated email notification.

NETGEAR Support Case #

Hi ,

Your case has been updated.

Case #: 42807127
Case Summary: R6080 - Firmware failure 
Product: R6080

Update from NETGEAR

Hi Michael,

Good day!
Thank you for taking the time to contact us at NETGEAR Email support.
This is Joseph from Netgear Technical Support and I'm answering with regard to your concern.

Your N600 WiFi Cable Modem Router(C3700v2) warranty details are as follows:  (WRONG ROUTER )

•Purchase date: 3/24/2020
•Basic technical support (from purchase date): 90 days
•Hardware warranty (from purchase date): 1 year

Going back with your concern, I understand that after the firmware update you were unable to access the internet via wireless.

Since your product is now beyond the 90 days of free technical support, I can help get it extended.
The good thing about it is that it will not only cover your NETGEAR device but all your Networking devices at home ex. (Printers, Computers, Gaming Consoles, Smart Tv, Security Cameras, etc).

Here are the choices available:

• 24 months - 179.99 USD
• 12months - 109.99 USD
• 6 months - 79.99 USD
• 3 months - 49.99 USD

The best thing about this deal is that we will not charge you if we are not able to resolve/fix the issue. As soon as you agree, provide us the following information.

Your preferred callback number:
Your preferred callback time:
Your Time Zone:

Looking forward to your response so that we can resolve your concern the soonest possible time.

To reply to this email, please log into https://my.netgear.com

Thank you for choosing NETGEAR!


Regards,
Joseph M.
NETGEAR Support Expert

To send a follow-up response, click on the following link:

Send a follow-up

NOTE: If clicking the link above does not work, copy and paste the URL in a new browser window instead.

Thank you for choosing NETGEAR!

NETGEAR Support

2 Replies

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  • plemans's avatar
    plemans
    Guru
    May 30, 2020

    I'm not sure if you actually contacted netgear. 

    Netgear uses gearhead support for extended support (https://gearhead.netgear.com/)

    Which the prices are different. And they got the model wrong. 

    Really makes me suspicious of if you actually contacted netgear. Many people google for a number and get scam/con sites.

    to get netgear you click mynetgear  at the top. register an account and the device. From there you can contact support. 

     

    From the sounds of it, it got corrupted during a firmware update? If so, you can recover it via tftp.

    are you on windows? if so, follow this guide

    https://kb.netgear.com/000059634/How-to-upload-firmware-to-a-NETGEAR-router-using-Windows-TFTP

     

    just make sure you enable tftp 

    https://www.thewindowsclub.com/enable-tftp-windows-10

     

    and here's a video walk through. 

    https://www.youtube.com/watch?v=R9DLrLQrpaw

     

    But I'd also check into if you were actually dealing with official netgear support. Like I said, with the wrong model, prices, and not understanding the dates, it really makes me suspicious of it. 

    • michaelkenward's avatar
      michaelkenward
      Guru
      May 31, 2020
      plemans wrote:

      Which the prices are different.

       

      Big clue there.

       

      There is no three-month plan from GearHead. Six months is the shortest. $89.99.

       

      I step in only add a warning that if you provided these people with any details, you should check that they haven't gained access to anything sensitive.

       

      Others have been caught by these scamsters and have had their PCs infected with all sorts of evil software. And check your credit card bills.