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Forum Discussion
Limited Technical Support from the Philippines
The technical support is horrible. I have reached out twice to solve connectivity issues with HP Laptops and a Lenovo Laptop that connected fine before. Moreover, I had to call again since there were...
In the spirit of fairness, I have four laptops (mine and my wife’s, both personal and company-owned). The guys from HP and Lenovo were prompt to send us the driver update within minutes. Moreover, two of my laptops connected immediately, and the service from HP and Lenovo was outstanding, as opposite as Netgear.
Moreover, the issue of the wifi connection dropping twice or three times a day still was there. The guys from Netgear asked me to enter each individual Nest Camera and use port forwarding, and then I lost the connectivity with my wifi smoke detectors. However, the Netgear guys always kept blaming third parties companies, as if the router was not supposed to be used with third party devices.
To be fair, the customer service from Netgear is horrible. I refuse to believe that you are launching a new technology and did not test it with popular items such as Nest. They claimed over the phone that they only tested their own wifi cameras! It is unbelievable.
In the spirit of fairness, they should launch a product when it is ready. In this day and age, they should stop blaming others when products do not work.
They have a planned release for the Mesh routers using WiFi 6 by the end of the year, hopefully they will be better prepared, and will train their customer service people.
I cannot wait to have the new Google Wifi 6 when it is launch perhaps next year, I will not mind waiting, I am sure that these guys will launch a plug and play product again and their customer service people is more than capable to provide a decent customer support.
Bottom line, it is better to wait, get the technology when it is ready, and never use NetGear.
Moreover, the issue of the wifi connection dropping twice or three times a day still was there. The guys from Netgear asked me to enter each individual Nest Camera and use port forwarding, and then I lost the connectivity with my wifi smoke detectors. However, the Netgear guys always kept blaming third parties companies, as if the router was not supposed to be used with third party devices.
To be fair, the customer service from Netgear is horrible. I refuse to believe that you are launching a new technology and did not test it with popular items such as Nest. They claimed over the phone that they only tested their own wifi cameras! It is unbelievable.
In the spirit of fairness, they should launch a product when it is ready. In this day and age, they should stop blaming others when products do not work.
They have a planned release for the Mesh routers using WiFi 6 by the end of the year, hopefully they will be better prepared, and will train their customer service people.
I cannot wait to have the new Google Wifi 6 when it is launch perhaps next year, I will not mind waiting, I am sure that these guys will launch a plug and play product again and their customer service people is more than capable to provide a decent customer support.
Bottom line, it is better to wait, get the technology when it is ready, and never use NetGear.
Well, late 2018 when we (no, I'm not Netgear) started some Wi-Fi 6 adventures with Netgear and two business class vendors, the Windows OEMs as well as Inhell had no clue that many of their wireless adapters completely fail to associate with the Wi-Fi 6 pre-standard devices. Took us days and days to go through Inhell creating the awareness that they have to look into it and fixing things. Even in spring 2019, none of the big Windows OEMs had these drivers in their downloads. I'm happy to hear that they are aware now in summer 2019.
While I'm a big fan of (some) Google hardware products - but can't fully agree with your support experience (probably related to the fact that Google does not officially offer many products here in Switzerland) - their online assistance and information available is top of the line, even better than many business class vendors.
It's not a secret: Netgear consumer business unit has a major problem with the firmware feature-function-benefit-quality on the consumer devices. And they seem to have a bigger problem with collecting and concentrating the related information available in the net (not only this English language community). There is a lot going on behind the scenes, but we're not fully heard yet in San Jose. Very different, the Netgear small business unit does perform much better for our needs and expectations.
PS. Just before you ask: I'm training and handling four Flat Coated Retrievers for the hunting season on battue and retrieving birds, ducks, rabbits, few foxes, and participate on invitation during some intrusive birds population control actions.