worst customer//tech support ever

Question

I called because my new macbook air can not login into the router to manage the preferences. My old macbook pro and my iphone can log in. On the phone with customer support (worse english ever) for 40 mins. Downloaded 2 apps so they can log into my computer. Bob, a supervisor, tells me one of my devices infected the firmware of my router. Yet iphone and old macbook are still logged in. Then tells me my router's warranty is only good for 90 days and I shouldnt be calling. Nice!!!!

FURRYe38 · Answer

So if your MBP and Iphone can log in and your MBA can't, would seem to be a problem at the MBA and not with the NG Router. You should start with the MBA and Apples help and support regarding there products.&nbsp;
&nbsp;
&nbsp;
&nbsp;
&nbsp;

vandt · Answer

So why couldn't you reset the password at the server. You were in my computer for 40 mins with 2 people trying to take control of the mouse. The call was a 40 min call with no resolution and a horrible "supervisor" responding "we only provide support for 90 days, there is nothing we can do."

DexterJB · Answer

Hi&nbsp;vandt, you can follow the steps on the link below using the device/s that are able to login. 
&nbsp; 
&nbsp; 
http://kb.netgear.com/app/answers/detail/a_id/20026 
&nbsp; 
Dexter 
NETGEAR Team

vandt · Answer

Netgear insisted it was an Apple isssue. I called Apple, and they determined it wasnt an Apple issue and yet still fixed the issue in 7 mins. You kept me on the phone for 35 mins just downloading software so you can look into my computer. Lesson learned.&nbsp;

michaelkenward · Answer

vandt&nbsp;wrote:
I called Apple, and they determined it wasn't an Apple issue ....
&nbsp;

Ha ha ha ha ha.
&nbsp;
It is what is&nbsp;known in the&nbsp;industry as "buck passing". ISPs are also great at this.&nbsp;Someone complains? "Not us guv."
&nbsp;
Everything&nbsp;you have said so far suggests that there is&nbsp;nothing wrong with your Netgear device.
&nbsp;
As FURRYe38 says, if one device&nbsp;connects to the network and another one doesn't, the suspicion just has to be that the&nbsp;reluctant device is the culprit.
&nbsp;
I&nbsp;don't&nbsp;get this but:
&nbsp;
&nbsp;
So why couldn't you reset the password at the server. You were in my computer for 40 mins with 2 people trying to take control of the mouse.
&nbsp;
Who is "you". No one here has been anywhere near your computer.
&nbsp;
I hope you started the process through the Netgear support pages and not a random phone call. My worry is that you called one of those fake support lines that claims to be Netgear but that is no such thing.
&nbsp;
You should know that this community is essentially a user-to-user venue with some input from a small band of Netgear techies.
&nbsp;
Most of the answers come from fellow users who have no connection with Netgear. They just have a lot of collective experience and are familiar with the sort of problems that turn up here.
&nbsp;

Forum Discussion

worst customer//tech support ever

7 Replies