No Support

I was wondering how long it would take you to realize that particular plan was an option...

fordem wrote:
Doesn't hurt to ask - and yes - it is unclear whether the problem is hardware, firmware or user error.

I'm sorry, but I'm not willing to lay down another cent on this device (except the postage to RMA it). I am confident that I am not the problem. I've tried multiple WAN connections, factory resets, different computers on the LAN side, etc. Additionally, all one has to do is a quick search to find others with the same symptoms. Since there are times following a factory reset where I can't even get to the WAN setup before the device reboots, how could I be the reason for this failure? I've tried disabling DHCP and going with static IP's on the LAN, I've altered the RIP settings as others have, I've tried everything I can find.

Bottom line: This device does not work out of the box as advertised. If there truly is something that I need to try to get it working, I'm even willing to go the extra mile to do so... short of spending another red cent. It is beyond frustrating to return to my hotel room after a day onsite, and find that I need to spend HOURS trying to get this device reconnected and setup, after doing so successfully the night prior (occasionally it actually will work).

So here's my plan... I'm going to tell "support" that the thing is dead. completely dead. Nothing to troubleshoot there. If the replacement device has the same symptoms, then I will have to admit that there maybe SOMETHING that I'm missing. If so, I'll turn it over to an independent 3rd party to try out. If it turns out that the replacement box isn't a brick, I'll let everyone here know.

I'm convinced these routers are problematic... not all of them, but obviously enough... I'm not the only one.

Ask them what happens to your $40 if the unit is found defective - will they refund it when they replace the unit. There was another company I dealt with which was charging $15 on a particular device, that had a phenomenal failure rate - I gave them my credit card number, they billed me $15, I spent 5 minutes on the phone, they gave me an RMA and a $15 refund on the card. Doesn't hurt to ask - and yes - it is unclear whether the problem is hardware, firmware or user error.

fordem wrote:
Have you tried http://my.netgear.com? It's my first point of contact for all support requests. There's also a "contact us" link on most if not all Netgear webpages, there's email, there's live chat - just tell them you want to make a warranty claim.

Yes, I've tried that. The issue is this: Unless I complete their support process (and give them $40), they will not allow me to make a claim and they will not give me an RMA number. Since the device DOES technically power on, obviously it is I who is defective, NOT the router. That's their take on it. It actually does technically "work", it just doesn't stay working. It reboots. It might work for 1 day, 1 hour, or 1 minute, but it works. Rebooting apparently is not covered under the hardware warranty, and it obviously is due to user error... obviously... according to the nice Indian folks I've spent hours of my life speaking to.

Have you tried http://my.netgear.com? It's my first point of contact for all support requests. There's also a "contact us" link on most if not all Netgear webpages, there's email, there's live chat - just tell them you want to make a warranty claim.

fordem wrote:

First - please don't confuse a hardware warranty with technical support, they are two distinctly different things - if the device doesn't power up during the warranty period (which is probably one year since it's a consumer product, the business line typically has a lifetime warranty), you can make a warranty claim, and have it replaced. Secondly - it's perfectly legal for the manufacturer of a product to determine how long they will provide "free technical support", and it's industry practice to charge for support once that period has expired, and also to sell extended support contracts for people who need them - the 90 day period is documented in the paperwork supplied with the product.

I completely understand the difference, and thank you for pointing this out to me. Now sir can you please tell me where one would go to "make a warranty claim"? I am unable to find this information (probably because either: a) it doesn't exist unless you go through the "support" motions, or b) it's hidden in the bowels of the NetGear website.

Do you know the answer?

First - please don't confuse a hardware warranty with technical support, they are two distinctly different things - if the device doesn't power up during the warranty period (which is probably one year since it's a consumer product, the business line typically has a lifetime warranty), you can make a warranty claim, and have it replaced. Secondly - it's perfectly legal for the manufacturer of a product to determine how long they will provide "free technical support", and it's industry practice to charge for support once that period has expired, and also to sell extended support contracts for people who need them - the 90 day period is documented in the paperwork supplied with the product.

How is that even legal? So let's say the device will not even power up... No LED's, nothing. What then? I have to PAY for "premium" support in order to file a warranty claim?

There must be some other way, and if there's not, that certainly does not seem legal to me.

The free support is limited to 90 days...