I am able to replicate an issue on an R9000, replaced the hardware and same issue, Netgear wont support then they will then they wont. So I change to a RAX200 same issue straight out the box.The support i have received to date over the last 7-8 weeks can only be described as disgusting/terrible/outrageous. Customer support will not talk with me and instead tell L2/L1 to keep giving me excuses. You want to replace the hardware and here we are 3 weeks later and Im still calling to ask what is happening. There is no escalation path i can follow, the directors do not have messaging on Linkedin active (speaks volumes). A complaint means nothing to netgear.

What actual issue are you having (in detail)? Its been my experience that if 2 different routers are having the same issue, it tends not to be the routers and tends to be something in the settings/setup.

Appreciate the trying to help, technically I have it covered. I am more interested in that I cannot complain, there is no escalation path (i have requested details) and every time I complain and request to speak to a manager or someone in a position to offer up more than meaningless apologies. Access control is problematic - not much to configure but results are random. - Access control enabled with block all new devices. I can replicate that the blocked device will not be able to be added to the allow list (it might take a few hours or a reboot of router or not added at all). Found the above issue on the R7000, support blamed it it on the amount of devices, they advised to get a R9000, the R9000 didnt work either so support swapped out the hardware - same issue. However as was now outside the 90 day BS "complimentary support" they would not support it so went with the RAX200.Straight out the box I replicated the issue and for the last 7 or 8 weeks been messed about no end, I have been given a dev firmware that must have been written by a child and untested as it broke the router so badly - no security just point to router IP and straight in to the menu as 1 example. My complaints go no where and Im expected to listen to the absolute nonsensical drivel coming for customer services that havent got a clue about the products and the tech reps that cant even open zip/rar files.

To conclude my journey, I managed to guess the support managers email and got a L3 support person involved with a dev firmware issued that I tested (V1.0.10.140_1.0.79). This was ok and has been released.Its been 2months of hell to get resolution on such a matter.

The technical details as is your assumption is not relevant, the issue has been accepted, the thread is about mind blowingly terrible support.Regardless of config/setting/bug the support is terrible.

I'm not arguing that support kind of sucks. And the 90 days is really a buzz kill/pita. Just didn't know if you'd fixed the issue or not because there wasn't many details. support on the forums (from the public) tends to actually be quicker so was trying to help.

Mind blowing terrible support | NETGEAR Communities

13 Replies

plemans
Guru - Experienced User
Jul 29, 2022
What actual issue are you having (in detail)?

Its been my experience that if 2 different routers are having the same issue, it tends not to be the routers and tends to be something in the settings/setup.
- mark76w
  Guide
  Aug 02, 2022
  The technical details as is your assumption is not relevant, the issue has been accepted, the thread is about mind blowingly terrible support.
  Regardless of config/setting/bug the support is terrible.
  - plemans
    Guru - Experienced User
    Aug 02, 2022
    I'm not arguing that support kind of sucks. And the 90 days is really a buzz kill/pita.
    
    Just didn't know if you'd fixed the issue or not because there wasn't many details.
    
    support on the forums (from the public) tends to actually be quicker so was trying to help.

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Mind blowing terrible support