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Forum Discussion
ORBI 6 DEFECTIVE - Support Terrible
I have an RBR850 and it continues to have recurring problem allowing me to access the router. I cannot log into the router via browser nor via the Orbi app.
(Fortunatley it still routes traffic, but I need to use other features such as turning off/on the internet access for certain devices and other administrative tasks which I cannot do if I cannot log into the router).
I've called and troubleshot with multiple levels of support on this same issue, with the following cases:
NetgGear Case #43530858
NetgGear Case #43759465
NetgGear Case# 43955102
Each time, they ask me to powercycle, reset the router and install any new updates.
Restarting the router and resetting to factory settings allows me to access the admin router again, but only for a few weeks then it happens again.
Obviously I have a defective device.
Instead of sending me a new device, support keeps asking I go through the SAME STEPS AGAIN AND AGAIN. Which has now cost me at least ~40 hours of my time troubleshooting a defective device FOR THEM.
Not to mention the downtime while I reset the device for all users and the lost hours of sleep because to minimize downtime of users I need to do in the middle of the night.
Today alone I have spent over 5 hours on the phone trying to get them to send a new device. All they want to do is go through the same steps mentioned above and refuse to recognize that the real problem is this keeps happening. I shouldn't have to restart/factory reset the device in order to log into the device!
Horrible horrible horrible service. I spent so much money on this device, AND an extra satellite, thinking I wouldn't have any issues, instead NetGear support just WASTES my time and doesn't fix their product!
They continue to say, well sir, we need to troubleshoot the device in order to send you a new one. WHAT??!?! They can't comprehend the fact that it is not working. They keep gaslighting me saying, we must troubleshoot the device, see it is working now. When in fact it is NOT working if the same thing keeps happening...WHY make the customer continue this vicious cycle I asked. They said "COMPANY POLICY".
WHAATT!!!!??? It is company policy to make your customers spend a week of their time troubleshooting a device that to even an idiot can be seen as a DEFECTIVE PRODUCT?!
If this is not a defective product, that just stops letting you login to a router, and they actually build them that way rather, then even worse, maybe NETGEAR requires you to reset their router to login to them I asked? This is utter garbage support. Keep gaslighting your customers and wasting their time and see where that get's you!
Asking to speak to a supervisor get's you put on hold for over an hour then they answer and say I will have a supervisor call you within 24 hours but of course...they never do...
AVOID AT ALL COSTS!!!!!!!!!!!!!!!!!!
1 Reply
Now they ask me to install teamviewer.
I didn't want to continue to waste my time but they said that is the only way they can send me a replacement product.
So I did.
Then they had access to one of my machines and my personal data.
After already troubleshooting with them on off, including hold times I am over 40 hours into this total now, and now they want to get into my personal computer...claiming it is a configuration issue on MY END whic is HOGWASH.
NO DEVICES CAN LOG INTO THE ROUTER...IT LOCKS EVERYONE OUT after a few weeks of operation on multiple occasion...it is FAULTY.
They said, no it is probably just your machine, see it can't see your router.
REALLLY!@??!?!?!? Continuing to gaslight me...NO DEVICES can login to the router on this network, am I supposed to sit here and troubleshoot with them each device with teamviewer giving this company access to my private computers and devices?
Then they said, sorry can't troubleshoot it is beyond 90 days (like 5 days beyond 90 days). They say, this, after wasting all my time, when they see tickets of this router having this SAME problem starting on day 30 of ownership and STILL NOT RESOLVED.
When I pointed this out, they hung up on me!
What in the living hell is this? HOW can they call it support. I am more irate than I have been EVER IN MY LIFE WITH ANY PRODUCT with this service.