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Complaint Terrible Warrentee and Customer Service
I have a WNDR3400v3 that has a warrentee till Aug/2017 NETGEAR Warrentee Sucks, to get a simple RMA for a device under warrentee you need to Spend $49.00 to troubleshoot a $89.00 dollar Router that is Bravo Seirra
Heres the troubleshoot part,, Plug it in turn on power switch and it does not come on any more its DEAD plug same power into my other Netgear router
and wow it come on and works, so its not the power source, any questions?
I have been a telecomm engineer for 20+ years,
I'll just take the thing back to Walmart and get another , thanks NETGEAR, I think I'm Changing Brands now
Update, I Switched everything out own to Ubiquiti, ubnt.com, not much support but it does not break, a better mouse trap and much faster speeds and a better price, Ya'll have fun. I am!
23 Replies
Update, I Switched everything out own to Ubiquiti, ubnt.com, not much support but it does not break, a better mouse trap and much faster speeds and a better price, Ya'll have fun. I am!
THis product has a main & 2 satellites. It worked for a couple of months and stopped. Satellites will not sync and continue to flash white, which is not listed in any of their troubleshooting guides! Netgear seems to be more worried about charging for support vs giving it. This was an expensive router system that started out great. Several folks have given up and returned them. I am close. If NetGear is watching please call me Bill Burke 757-876-0673. If I do not hear from someone by the end of business on 12/8/17- its going to be returned to Costco and I will have to try something other than Netgear products. In this day and age I had hoped to do business with a company that was service oriented
Noelcoward1 wrote:I have a WNDR3400v3 that has a warrentee till Aug/2017 NETGEAR Warrentee Sucks, to get a simple RMA for a device under warrentee you need to Spend $49.00 to troubleshoot a $89.00 dollar Router that is Bravo Seirra
Heres the troubleshoot part,, Plug it in turn on power switch and it does not come on any more its DEAD plug same power into my other Netgear router
and wow it come on and works, so its not the power source, any questions?
I have been a telecomm engineer for 20+ years,
I'll just take the thing back to Walmart and get another , thanks NETGEAR, I think I'm Changing Brands now
BillB4 wrote:THis product has a main & 2 satellites. It worked for a couple of months and stopped. Satellites will not sync and continue to flash white, which is not listed in any of their troubleshooting guides! Netgear seems to be more worried about charging for support vs giving it.
Whatever product - best guess you talk of Orbi or Orbi Pro Can't find a related entry in the Home Networking - Orbi WiFi System or the Business Solutions - Orbi Pro WiFi for Small Business. Most previous posts talk of requsting an RMA to get a replacement unit - fixing pretty much obvious failed units. Your case is definitively different. Prolly the second WiFi used for the bckbone failed somehow.
The flashing white does indicate firmware update or config load on either device. For some reason, this does not work. Does power-up the Satellites immediately lead to this, or is there a flashing magenta LED first, and/or a solid magenta/blue/amber before it's changing to flashing white?
Does reset (using a paper clip pushed into the reset hole) make a Satellite power LED blink amber?
Tried to reset (same procedure) the Router, and set-up the Orbi system from scratch?As Netgear does offer the Netgear Community as kind of a support channel, open a new thread (with a little bit more information) in the community this would be the better place to start.
BillB4 wrote:If NetGear is watching please call me Bill Burke 757-876-0673. If I do not hear from someone by the end of business on 12/8/17...
Well, unlikely. You better had posted the support ticket number so the Netgear Community people (like Elaine) can follow-up.
Regards,-Kurt
PS. No, I'm just yet another Netgear customer and community member.
- Feel the same. Worst product service I have ever experienced. If your product does not work fix it. I ourxhansed mine in April 2017 and it is already not working. Like you heading to find another product as I can’t even simply get it replaced.
I have responded to your query previously and have not heard back.
We apologize for any inconvenience this may have caused you and rest assured that your feedback will be forwarded to the management.
lezliedawn Kindly PM me your case number and I will make a follow up on your case.
Hi Elaine,
I don't believe the person in customer service did anything except try to sell me the service contract. I doubt if I got a case number. But if I did, I don't have it any more. You are just now responding to a problem I had months ago. After my experiences with Netgear I went down to the place I bought the router and explained my situation to them. They told me to return it - which I did.
Your set up directions and website is intentionally vague and hard to use. You whole systems seems intent on selling the poor, untechsavy, enduser with your $89 service contact. That is an unethical way to do business.
Lezlie
Renemlweb I apologize for any inconvenience this may have caused you.
Have you tried contacting support to get an RMA?
Support should be able to determine right away if the unit is for replacement.
You may do a hardware check through the article below.
How do I request a Return Material Authorization (RMA)?
I am responding to the question "did you try contacting customer support for an RMA". YES I did and that is what prompted me to write in and comment to begin with. After doing all I could to trouble shoot using the Netgear genie, I called customer service for an RMA because I was well within warrenty. I asked the person in "customer service" a minimum of 6 times for an RMA and each time was DENIED. My internet light had changed from white to red so I had no wireless connection. The customer service person repeated told me that she could fix it for me if I paid the $90 for a service contract. When I told her it was under warrenty and wanted an RMA again she said no. We were on the phone for at least 20 minutes. The customer service person did nothing but try to sell me a service contract and when she finally figured out that I was NOT going to give her any money she hung up on me.
That is NOT customer service and it ls NOT ethical.
This is some of the worst customer service ive ever delt with! OMG!! first i was on the phone for over an hour just waiting for a technician to even speak to me. I told them i need to replace my router cause its still under warranty. He wanted me to buy support, than he wanted me to go thru almost 45 mins of troubleshooting that was not working. and still wouldnt get to the point of doing a warranty replacement. SMH.....then after it was all said and done, he disconnected from me. Im most definitely going to report this. Unacceptable!!!! And still havent been able to find on the website where to do a warranty replacement. Just keep giving me an number to give the phone support people when i call. Like i already did in the begining.
blkbatmann I apologize for any inconvenience this may have caused you.What is the concern you are having? You may send an RMA request to our customer care team at customer.service@netgear.com. Kindly provide them all the troubleshooting steps you have done in order for them to verify if it's for an RMA.
I apologize for any inconvenience this may have caused you.
As a procedure, support will determine first if it's configuration or hardware issue.
You can request an RMA by calling support and provide them the exact issue or send an email request by using my.netgear.com portal, under My Support then Contact Support.This does not work. The customer service people just try to charge you more money.
lezliedawn What happens when you install the firmware? Make sure that you are downloading the correct firmware version for your specific model number of router.
By the way, what's the exact model number of your NETGEAR router?
How do you install the firmware? Are you following the same instructions from this link?
I have a Nighthawk AC1900 Smart Wifi Router, I have one lap top and one cell phone. After 8 months it stops working. I got on the phone with the number you are supposed to call and the support person would not give me an RMA. The internet light glows red (the same color as the power light) and I can no long connect to the internet though the router but it works fine when I connect directly to the modem.I kept asking for an RMA since it is under warrenty and she refused because she said that the light has to be amber to be deffective. And that she could fix it for $89.99. She said something needs to be updated but she has to do it. The unit was purchased 8-1-16. It is defective. It is under warrenty and the customer report refuses to honor the request. Just wants to take my money.
I also tried to download and install firmware. Can't do it.
I am really angry.
Help!
Look at the HP support ou don't waste time on endless support stuffs.
Just a simple reciepe Linsten to the customer and take care of the hand who is feeding you!!!
Nothing different same thing
the quote from the links you sent me too.
"You may purchase one of the Premium Phone Support options by calling 1-888-939-9092 (please have your credit card ready when calling). "
No! All I want is an RMA number to send the defective device back, I'm not spening another dime, its under warrentee, and I dont need support I need to return it, Completly, This is about to go Viral all over the web on just how bad Netgear CS is and that they do not warrentee their products, I've done Technical assistance for 20 + years and this is not acceptable. and BTW please have the person who answeres the phone at your CS able to speak plain english!
