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Forum Discussion
Replacement C3700 that Netgear is sending is USED and not Brand NEW !!!!
So after getting comcast techs and paying them over $70 for nothing.. I had to send the modem back to Netgear since the fault was with my equipment (netgear c3700) which is only 99days old. I bought it brand new from BestBuy for $150+
Netgear like all modem manufacturers have really lame return policies and the agent on the phone promised me a brand new device but I had to send my device first to them. Otherwise they were charging me another $29.99 and a $150 hold on my card for any expedited shipping..
Hurray !!!
5 Replies
Hello carl321
I have sent you a PM about your RMA case
DarrenM
GREAT NEWS i got a brand new device from Netgear..
and guess what I'm still getting 40Mbps on the wifi (5Ghz) on a unique channel. While I was waiting for this I had a SBG6580 hookedup and I was getting constant wifi speeds of 70-85Mpbs and I get 101-110Mbps on the ethernet.
So I decided to call netgear: they connected me to a nice gentlemen Gokulagent ID (1300)
- I explained him the situation (including the previous ticket numbers)
- he wasnt giving any help since my router was over the 90day period(well the warranty not this router since I just got it)
- then he asked me to pay $129 for a 1year support service and 2yrs one was around $199 (i obviously burst out laughing)
- after paying $150 for a modem they are asking for more money !!
- exchange/swapping the modem was part of the solution to help the customer out
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I hate to throw names and titles out but i do work as a network engineer, however I do not have any experience on residential products as I configure cisco routers and switches to other clients and I do understand how customer support work...
Now; I have clearly explained what changes I did on the modem but he kept saying he needs remote access to configure my modem correctly but ofcourse I need to take out my credit card first !
changes that I have done are :
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*enabled the 5Ghz network since all my device supports it
* scanned the channels to see which ones my neighbors are using and I have switch mine to a unique one so there isnt any interference from their networks
*I have also checked on both encryption types (AES and TKIP) = gives the same results on wifi
*im using the same wifi security key
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Other than this I dont see any other configurations that you can do on this modem !! So basically either the agent is trying hard to follow some call flow or their main objective is to up sell the support package and make money. Best part is while waiting for a supervisor the agent released the call !!
They really know how to make the customer angry. I just want my wifi to work properly and I did pay the full price for the modem. RIght now if netgear can give me a full REFUND i would hapily go and get another product.
PLEASE HELP YOUR CUSTOMERS DONT TREAT US LIKE CRAP !!!
Since they did not call me back- I decided call them again !
Got through to Radhika (Agent NoXXX)
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went thru the same call flow and I asked her to put me thru to a supervisor
she was slightly reluctant to do that. after been hold for 20mins she came back on and said that the supervisor is too busy "assisting other customers"
I said I can wait.. after another 10min on hold she came online ans said that according to instructions from Netgear or netgear policies they HAVE to charge me to help me with any support. I said I want to talk to the supervisor....
on hold for 12mins- she came back on and said that the supervisor is busy and that he will call me in 10-30mins
so she promised me a call back from the supervisor (Suyambu)
now im waiting...
*** i dont want any support; I dont want them to remotely access my router: im just asking for any documentation that they may so i can "configure" my device "correctly"
Right now Netgear is basically saying that they will sell us a $150 product but will keep the settings hidden from the customer and if we want the "correct settings" we have to pay another $199
