NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

Retired_Member's avatar
Retired_Member
May 18, 2016
Solved

How to initiate the RMA process for Wireless Routers

Hello,

 

I would like some help with the RMA process.

I still have a router under hardware warranty that has started to fail on me. I have tried all the support items and nothing solves it.

 

Every single time I started a support request, they shut it down simply stating that they recommend I purchase their GearHead Premium Services. 

I explicitly requested RMA process information.

 

What has happened to the awesome Netgear support? It doesn't even seem that whoever responds to the tickets reads the actual customer request.

 

Thanks for any help.

Hardware
Troubleshooting
  • Retired_Member's avatar
    Retired_Member
    May 18, 2016

    Solved, support got in touch with me.

10 Replies

  • Retired_Member's avatar
    Retired_Member
    May 18, 2016

    Solved, support got in touch with me.

    • buddy_t's avatar
      buddy_t
      Aspirant
      May 25, 2016

      I requested an RMA also see below, I clearly did not ask for support!  I am concerned that they can't or don't want to read and understand basic English!  

      ----

      Review Ticket History – Case #26916285

       

      Summary: 
      R7000 - WAN Port stopped working
      Status:  
      Closed
      Communication History:  
      Online Comment5/25/2016 2:42 AM

      WAN Port stopped functioning today, performed a loop back test as shown on this site and it does not show connected. I placed my old Netgear WNDR3700 in its place and it functions correctly request an RMA!

      NETGEAR Support5/25/2016 2:59 AM

      Hi Sheldon,

      Thank you for taking the time to contact us at NETGEAR Email support.

      Your R7000 warranty details are as follows:

      •Purchase date: November 10, 2015
      •Basic technical support (from purchase date): 90 days
      •Hardware warranty (from purchase date): 1 year

      Based on the product registration, your device is no longer eligible for the 90 days free technical software support assistance from a support expert.

      Please be informed that we have other support options available for you based on your support warranty:

      •Self-help web articles http://support.netgear.com/product/R7000
      •NETGEAR Forums https://community.netgear.com/

      Aside from the above free options, I highly recommend our GearHead Premium Services which will entitle you to phone support for this issue and in addition you also get unlimited support for all your other home networking devices. For more information, you may visit the GearHead website at http://gearhead.netgear.com.

      Thank you for choosing NETGEAR and have a great day!

      Regards,

      Farly
      Expert ID: 46452
      NETGEAR Support Expert

      This case has already been closed, please log a new support request if you require further help

      • ElaineM's avatar
        ElaineM
        NETGEAR Employee Retired
        May 25, 2016

        buddy_t I apologize for any inconvenience this may have caused you.

        One of our support team will reach out to you to resolve your concern.

  • buddy_t's avatar
    buddy_t
    Aspirant
    May 25, 2016
    That is fine. He tried to call this morning but it is a private number so it was blocked. He did not leave a number to call back.
    • ElaineM's avatar
      ElaineM
      NETGEAR Employee Retired
      May 25, 2016

      buddy_t When is the best time to reach you?

      I'll have them call you.

  • buddy_t's avatar
    buddy_t
    Aspirant
    May 25, 2016
    I talked to them now, thank you so much, private numbers don't ring on my cell phone.
    • ElaineM's avatar
      ElaineM
      NETGEAR Employee Retired
      May 25, 2016

      You're very welcome!

      Let me know if you need further assistance.

      • buddy_t's avatar
        buddy_t
        Aspirant
        May 26, 2016

        I am really not being picky, I received the replacement one and tried to register it online, and it says already registered.  I assume I am not supposed to register the replacement, since it is refurbished from someone else?  It is working well so far. Thank you.

         

        Buddy