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michaeljneil's avatar
michaeljneil
Aspirant
Nov 17, 2020

Customer Support Case - Running out the Warranty Clock?

So just want to start sharing my experience so far with Netgear Support.

 

I personally work in tech support and let me say there is no way we could go a week let alone over a month with no contact with a user that has a ticket in.

 

Ticket started with netgear on October 26th, and though I have called them multiple times I have not received 1 phone call or 1 email, or anything to move forward with my support case.

 

My hardware warranty ends for RAX80 on December 2 2020, so it really seems like they are just running out on the clock on this one.

 

I am sure I am not the only one who has issues with the customer support but just curious if this is normal tactics for Netgear?

 

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    • michaeljneil's avatar
      michaeljneil
      Aspirant
      Nov 17, 2020

      I completely understand how Covid has disrupted things, but its been a year and Netgear isnt exaclty a mom and pop operation. I am sure Netgear has plenty of people working remote, I can call and get someone no problem, it just never goes anywhere. Also it would take anyone less then a minute to shoot an email or update the support case.

       

      Even a quick note of "we apologize this is taking so long due to Covid", its the no contact and me having to repeatedly bug them once every other week with no response is whats frustrating.

       

      I am going to call again today and see how it goes.