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Forum Discussion

andylow's avatar
andylow
Tutor
Jul 30, 2022

I purchased the CAX80 end-Dec 2021 and my unit suddenly stopped working in June 2022

I purchased the CAX80 end-Dec 2021 and my unit suddenly stopped working in June 2022. I contacted Netgear customer service. They asked me to run through many diagnostics which proved the the unit was...
andylow's avatar
andylow
Tutor
Aug 04, 2022

My unit is 6 months old and it's still within the 1 year hardware warranty. I called the Netgear support folks and the asked me to do all the tests. After all the tests, they confirmed that it's the hardware problem. One of the service support technician said that they will send me a replacement .... but it never came. After a few weeks, I checked the status and was very surprised that they closed the case.

I am very disappointed with them ... they are just not trust worthy.

 

  • zahmtj's avatar
    zahmtj
    Aspirant
    Aug 04, 2022

    Thanks FURRYe38, appreciate the vector.

     

    Unfortunately however, I've already tried contacting both folks with the specified information...as stated in the book above (sorry) I reached out to them and they helped pretty quick, but when the RMA was approved and it went to the RMA department, that department quickly disapproved everything and then stopped responding.

     

    Again, thanks for the vector.  I am just hoping someone sees this and follows up - you're the first person to respond to me in about a week.  At least andylow was able to get a replacement sent out (although it never arrived), that was further than I got.

    • andylow's avatar
      andylow
      Tutor
      Aug 04, 2022

      Hi Zahmtj,

      They did not send a replacement unit to me. They just close the case.

       

      Darren, I tried to contact again, but it's so difficult and tedious going through the process. I kinda give up, which is their intention ... to make it impossible to get a solution for the faulty equipment that they sell.

       

      • olympos1625's avatar
        olympos1625
        NETGEAR Employee Retired
        Aug 19, 2022

        Hi andylow,

         

        Thank you for reaching out. We are sorry to hear about your experience with the service. Please DM the following information:

         

        Name:

        Email:

        Phone:

        Preferred schedule (atleast 2 days ahead)

        Timezone:

        Device S/N:

         

        Alternatively, if you wish to be contacted via email only then kindly include your preferred email address.

         

        I am looking forward to your response.


        Regards,


         

        Oliver

        Community Team