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Bricked R8500 - absolute worst experience
So I bought this dec 2016 and now I finally wanted to unbox it and use it. After changign the SSID - the thing bricked. Now its stuck in a endless solid amber light reboot cycle.
Here is what I tried.
Factory reset - NG
30/30/30 reset - NG
static ip + ping + tftp - NG keeps tiiming out
1st call to support in hopes to rma this thing - spent 2.5 hours waiting only to be told i had to try the same things while they are on the phone (at this time with the wait this long I was not at home).
2nd call today - finally got through, was asked to switch power supplu to wall outlet (seriously???) then they hung up
on 3rd call waiting - worst support ever, POS product (i have netgear routers from 4-5 years ago that still work fine). At this point all I want is to RMA this brick so I can have a workign one.... Seriously you ask people to spend $300 on a product and then what?
Thank you. I received my replacement 2 days ago and so far so good. I was able to make changes and reboot w/o it locking up. Sent the old brick back.
So far so good fingers crossed.
15 Replies
Quick update...
Support wanted me to try a different power supply to the router (any that would fit) - That's silly since the wrong voltage could fry the product and void the warranty. If that is what you want people to try then sell the product with 2 power supplies for this scenario.
Onto RMA - now their system lost the original proof of purchae when I created the ticket originally. Its funny because when you call their voice system asks you for the case number and finds it after you answer however when you finally connect to a person they have no clue what the ticket support number is. Seems like their support infrastucture is seriously broken. It may explain the long wait times etc... while people search fo rdifferent outlets to try. (what a joke).
Anyway I resent the PoP to their email - the saga (open wound) continues.
The level of tech support at the tier one level when you first reach Netgear's support work from a computer screen with the standard questions and the answers to respond with a few may know enough to helpful.
I would feel like the company has forgotten me already too I had a router with a problem and was getting the impression I was getting the run around from some of the questions and answers you received.
Did you get the extended coverage from the store that you get the router?
Yes I know and I called that out during the call. When they asked me to plug any other power supply that would fit I laughed and asked whether they would cover me voiding my 1 year.... you can image the reply...
Anyway I have 4 months left for a proper RMA - my only regret is not trying it out when I bought it.