NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
WARNING.....Nighthawk 12-Stream AX12 Wifi 6 Router (RAX200) - AX11000 Tri-Band
I have for the past 10 weeks or more been in a one way battle with Netgear support. I bought the AX12 Wi-Fi 6 router (RAX200)- AX11000 Tri-Band on the 10th May, delivered 13th. Around early Ju...
Please keep us appraised of what's happining
Thanks
Copy of my latest communication:-
THIS HAS NOW BECOME URGENT
Hello Netgear, Amazon,
Since your message of the 9th September 2020 at 10:25 hours (highlighted below in green), No-one and I repeat No-one has had the decency to contact me at all except for the message below (highlighted in red) from Ms M. P on Friday 11th September 2020 at 20:10 hours at your so-called support unit to which I could see where this was all heading, because, at the very same time I received her message, I also received another one stating that you are now awaiting MY "INPUTS" regardless of my previous warning to her that she would not here from me directly again. So, I simply replied to her message NO and therefore, your support unit has had my "INPUTS":-
AND THE BALL IS NOW BACK IN YOUR (NETGEARS') COURT.
Dear .........,
We acknowledge and thank you for sending us your response.
We would like to inform you that we are willing to provide you a refund once we receive the device back.
We understand that you wanted to receive the refund first but we also have a process that we follow.
We appreciate your time and thank you for contacting NETGEAR.
Regards,
M. P.
Customer Care Advocate
NETGEAR Inc
We acknowledge and thank you for sending us your response.
We would like to inform you that we are willing to provide you a refund once we receive the device back.
We understand that you wanted to receive the refund first but we also have a process that we follow.
We appreciate your time and thank you for contacting NETGEAR.
Regards,
M. P.
Customer Care Advocate
NETGEAR Inc
|
Also, here are the other eight case numbers 43111019, 43176762, 43181623, 43186610, 43199043, 43211835, 43110690, 43182979 that pertain to this case.
This morning, I received a telephone call from a lady named Anna, (0208 ........ (RMA ......)) who wanted to arrange a collection of the router and said a pick-up could be made for tomorrow 15th September 2020 and when I enquired about my refund, she knew nothing about it and said that she was only arranging collections and so I refused to make a date.
I tell you again now that No-one...No-one at all has contacted me in any shape or form since your message to me of 9th September telling me that someone would CONTACT ME "VERY SOON" !!! and my impression was to try and sort this whole mess out
My very first contact with the support unit AFTER realising that the trouble was with the router and told that the factory was closed due to the coronavirus, Amazon still had the routers in stock and I told and asked them for authorisation to order a replacement and then we could sort out collection and refund afterwards, and that I could have had delivery of a new one the very next day but NO, they refused.
So, please, please MARK MY WORDS.....I will NOT return/allow pick-up of the router until a full refund is in my bank account for £409.99p and since Netgears' total and utter non-cooperation then substantial compensation is required for their utter obstinance, lack of customer service, foresight and inconvenience I have had to suffer over the last two months or more, then and only then will I allow pick-up.
If you are not willing to oblige then please let me know in writing ASAP and I will instruct my solicitor to issue court proceedings. I will seek an order from the Judge that I be refunded within 28 days, compensation to be paid to me for all in inconvenience your company and support unit have put me through, and of course all the court costs, solicitors and any others be awarded. Once I have a court order, I will release your product.
I will say no-more.
No valediction,
... ....... (EssexAcDc).
________________________________________
From: netgearamazon <netgearamazon@netgear.com>
Sent: 09 September 2020 10:25
To: Les Wilkins
Subject: Re: NETGEAR Nighthawk 12-Stream AX12 Wifi 6 Router (RAX200) - AX11000 Tri-Band Wireless Speed (Up to 10.8 Gbps) | 2,500 sq. ft. Coverage
Hello ... .......,
Thank you for your email. We inform you that we escalated your concern to the appropriate service. Our colleagues should get in touch with you very soon.
Best regards,
NETGEAR Amazon UK
Message received today 18th September 2020 from Netgear.
Dear Les,
Good day!
We would like to provide you a resolution for this concern. As a one time courtesy, we will provide you a refund but we would like to get a guarantee from you that you will send the unit back once you receive the credit.
Please reply to this message saying “I confirm and agree to proceed with the request as stated”.
We appreciate your time and thank you for contacting NETGEAR.
Regards,
Maurene Pramoso
Customer Care Advocate
NETGEAR IncMy response to the message dated 18th September 2020 from Netgear.
Hello Ms P and thank you for your message.
Of course I will return your product once the amount of £409.99p had been credited to my Santander Mastercard number ???? ???? ???? ???? from which it was originally used to purchase the router, what could I possibly do or want with something that does not work except throw it in the rubbish bin.
As I have previously told you that most of my house is Alexa and smart Wi-Fi controlled and I have through your obstinance in this matter had to buy another router only this time from TP-Link an “Archer AX11000 Wi-Fi 6” and at the moment, it is working fine without constant dropouts of the 2.4Ghz Wi-Fi but, only time will tell.
As requested of me over the telephone last week (which I refused then) you can arrange for the router to be collected by a courier, I will have it all packed away in its’ original box ready for collection. No valediction, EssexAcDC.