WARNING.....Nighthawk 12-Stream AX12 Wifi 6 Router (RAX200) - AX11000 Tri-Band

Hello Christion R and thank you for your message.

Below is a copy of my last message to Maurene Pramoso in response to hers refusal yet again. I sent it to her in the early hours of this morning 5th September 2020 B.S.T. (British Summer Time). 

I have saved every message I have received from "Netgear" in it's own folder and between the dates of 5th August to the 4th September I have 40 messages from your Support Unit.  If you would like to give me your e-address, I will with pleasure forward each one to you personally.  Then you can see for yourself that your Unit does not have a clue what it is doing or how to handle customers. 

Hello Ms Maurene Pramoso,

I thank you for your message and I apologise for miss-directing you to the sale of goods act 1976 but I now guide you the legislation was amended and combined in simple statutory implied terms:-

The Consumer Rights Act 2015, Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 and so therefore, you have a responsibility under sections s.9 & s.10 as follows and I will point you in particular to S9(3) sub sections a,b,c,d,and e. 

S.9 (1) Consumer Rights Act 2015 implies a term in consumer contracts that the goods are of satisfactory quality

S.9(2) Consumer Rights Act 2015 An objective test is applied to determine if the goods are satisfactory.

S.9(3) Consumer Rights Act 2015 the quality of goods includes their state and condition, including in particular:

1. a) Fitness for purpose
2. b) Appearance and finish
3. c) Freedom from minor defects
4. d) Safety
5. e) Durability 

S.9(4) Consumer Rights Act 2015 - Cannot use S.9 if the defect was bought to the buyers attention at the time the contract was made

s.9(5) Consumer Rights Act 2015 The quality of goods includes any public statement about the characteristics of the goods made by the trader or producer or their representatives.

Your company has failed miserably:-

(1), The router has lasted for only 10 weeks.

(2), The maximum the time I have waited for anyone to answer the telephone is one hour and 10 minutes. And excluding that particular call, I have spent over 5 hours on the telephone with your unit in just two days. As I have previously stated, after around 20 or so minutes waiting for an answer, a female demands all the information and then decides she cannot deal with it and so passes onto “Tech 1”, you wait for around another 30 minutes or so and “Tech 1” requests all the information again…..Sorry, I can’t deal with that you need to speak to a “Tech 2”, again another 20 or so minutes wait you tell him “Tech 2” and he can’t deal with it either so you are passed onto “Tech 3” and so on, and so on, and so on but. you never ever get a solution or a fix to the problem, it is always I will consult and call you back but, they never do and then you receive an E-mail saying we (Support unit) are waiting for your contact.   

(3), Your product (the router) has only lasted 10 weeks maximum from purchase (delivery date 13/05/2020), Hardware Warranty: Available till 2022-05-13 and my contacts with you trying to find out what was happening because my 2.4Ghz Wi-Fi kept dropping

(4), On 23/07/2020 I contacted you regarding the connection with my CCTV cameras keep dropping out.

(5), On the 27/07/2020 I contacted you again to see if I could connect one of my EX 7700 extenders by ethernet because my 2.4Ghz Wi-Fi was still dropping out.

(6), They were both in July and in August I have had seven (7) different case numbers all pertaining to the failure and replacement of the router.

(7), Your staff has lied to me saying that you are out of stock, the factory is closed due to coronavirus and not making any more at the moment, promised phone calls that I wait for that never happen, e-mail messages saying that you called but you never ever leave any messages on my voice-mail and when I check my phone for missed calls your number never shows or, do any warning message on my phone tell me that I have missed calls. You do not do refunds and then you do. 

As I have already told you that my house is 2.4Ghz Alexa controlled, my television is Amazon Prime, Sky top box and Netflix and you expect me to wait weeks with no lights, entertainment, Wi-Fi lights on my fish tanks, Samsung Wi-Fi washing machine, Wi-Fi NEFF controlled oven????

You have treated me terribly and selfishly and as I have told you that in desperation I have bought from Amazon another Wi-Fi router only this time a TP-LINK Archer AX11000 Next-Gen WIFI 6 Gigabit Tri-Band Wireless Cable Gaming Router at the cost of £359.99 and so adding that to your router costs that make a total I have spent since the 13th May 2020 £769.98.

And so, to finish, you (Netgear) has failed in its’ duty to meet the following:- S.9 (1) Consumer Rights Act 2015 implies a term in consumer contracts that the goods are of satisfactory quality S.9(2) Consumer Rights Act 2015 An objective test is applied to determine if the goods are satisfactory. S.9(3) Consumer Rights Act 2015 the quality of goods includes their state and condition, including in particular: a) Fitness for purpose b) Appearance and finish c) Freedom from minor defects d) Safety e) Durability In that your router is not fit for purpose and failed to meet its’ duty to meet S9 of the Consumer Right Act 2015.

To close, I point out one thing and that is we can both keep going on and on and on e-mailing each other and getting nowhere fast and to be perfectly honest with you,  I am now sick to death of the whole problem and the way I have been treated by you and your multinational company. 

As I can now live will all my Wi-Fi equipment working again, my next communication to you will be through my solicitor, you will not hear from me directly again and I will see you in court. I may win and I may lose but the publicity against Netgear will be damaging and if I lose, than I am 69 years old, retired and have all the time in the world to sit at my computer and leave my review in every nook and cranny I can find in the whole wide  world and tell them what a large company like yours does to little (one) person. You are a large multinational company so where is your customer service?????

Les Wilkins.