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Forum Discussion
Mind blowing terrible support
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 su...
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.
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.
Level 1 support is pretty meaningless/worthless. I've dealt with them once before and it was a waste of my time as well.
A bit sad. They were more interested in replacing the device (not what I was trying to figure out) versus actually helping to see if there was a root cause.
so its issues with access control you're having?
What firmware are you running on the RAX?
What modem/gateway is it connected to?
I know Altsai was involved with the RAX200 a bit. Not sure if there's any awareness of issues but they'd be a good one to clue in.
In terms of wanting to address certain complaints, potentially ChristineT or DarrenM could help.
They might even be able to get you in contact with L2
Its BT FTTP and LAN con from the ONT to the router.
Original fw was 1.0.5.126 and then repeated on the next 2(?) versions or 3 if you count the dev fw that turned the router in to a slug.
The DNS went wobbly (none) after setting up QoS - beleive there is a fix for this now.
The UI is awful, login and get a timeout in seconds when navigating thru menus
The UI is not user friendly on some menus where it you get no feedback as to whether the change is saved or not.
The backup either fails or succeeds - cant tell as the restore doesnt work.
And the main gripe is Access Control,
if enabled and set to block new devices....
I cannot allow the device and Ive tried that thru the edit option and the allow option (2 ways in same menu to achieve the same result).
This was the driver for the dev FW which sort of fixed/helped the issue at the detriment to making the rest of the router unusable.
I called up today and moaned asking what happened over the last 3 weeks and now they are sending a replacement unit. I'll unbox it, not update it (will test first) video the results of trying to restore the old config and getting access control working properly. Then I'll update to current firmware and repeat.
The reality is likely that it will be exactly the same issues, I'll never ever be able to speak to someone in management to get their opportunity to explain or fix the mind blowing terrible support and poor QA - its not likely that the same issue on the r7000, 2 x r9000 and now rax200 is all hardware....
I'll just return the devices (2xRAX),bin the R9000 and R7000 and look at other brands.