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Forum Discussion
Netgear Support for RAX200 - Poor Performance
I am absolutley ruing the day that I purchased a RAX200. It's hand's down the worst router I've purchased and what's adding insult to injury is the customer support I paid for on top of it. I've ha...
So I ultimately had to RMA this device. The support process was incredibly complex. You need an act of God to speak to an L2 tech. Netgear has the industry’s worst support despite paying a premium price. The new device seems to be working okay but it’s only been a week. Time will tell. Still there are reasons why I will never buy another Netgear:
1) Nighthawk App is a joke. You really can’t use it to manage your router outside of turning basic functions on and off. Need to change a chatty WiFi channel? Need to change the security setting? Forget it. That all must be done from a PC or browser. Why create such a limited app that’s only used during setup? I don’t need some widget to tell me “a spam attempt was blocked” - who cares.
2) Granular control over things like DNS aren’t available with DHCP clients. That’s right- a $600 router doesn’t let you set DNS servers for DHCP clients. Whoever missed that in product development should be fired.
3) WiFi Channel analysis - want to stay off chatty WiFi channel in your area? You’d think a $600 router would recommend first without automatically changing to a channel with no notification. Nope. Imagine purchasing a $2K laptop or PC with four options for configuring it and told to “trust us” to find the best configuration.
4)Support - Need support? Forget about that even if you have a support contract. L1 techs are nothing more than script-readers from either India or the Philippines, not that there’s anything wrong with that rather Netgear support policies completely reduce these folks to just call center answering nodes with no expertise other than what they CANT support.
1) Nighthawk App is a joke. You really can’t use it to manage your router outside of turning basic functions on and off. Need to change a chatty WiFi channel? Need to change the security setting? Forget it. That all must be done from a PC or browser. Why create such a limited app that’s only used during setup? I don’t need some widget to tell me “a spam attempt was blocked” - who cares.
2) Granular control over things like DNS aren’t available with DHCP clients. That’s right- a $600 router doesn’t let you set DNS servers for DHCP clients. Whoever missed that in product development should be fired.
3) WiFi Channel analysis - want to stay off chatty WiFi channel in your area? You’d think a $600 router would recommend first without automatically changing to a channel with no notification. Nope. Imagine purchasing a $2K laptop or PC with four options for configuring it and told to “trust us” to find the best configuration.
4)Support - Need support? Forget about that even if you have a support contract. L1 techs are nothing more than script-readers from either India or the Philippines, not that there’s anything wrong with that rather Netgear support policies completely reduce these folks to just call center answering nodes with no expertise other than what they CANT support.