Support tries to sell you virus removal not needed???

Anybody else having the same experience as me with Netgear support?  I have chatted 3 times now and been referred to a 'technician' in India on a phone call.  My problem was that I could not login to my EX6200 extender.  The Tech takes control of my computer and proceeds to look into my system files and declares that I have a trojan file there. (I researched this claim later and he lied).  He offers to clean my machine for a fee.  He continues on this track and despite my reminding him several times that the problem is with logging into the router, he never gives me any suggestions for solving that problem.  In disgust, I hang up. Come to find out, all I had to do was a factory reset and bang - I can login to my extender again.  It appears that the support is not focusing on customer problems but is trying to sell unneeded virus cleaning services.  If he had deleted my system file, my computer would have been useless.  I will never ask them for help again.