R8000P Nighthawk X6S AC4000 Firmware Issue

I just got off the phone with support. Based on everything I have read on these forums, the upgrade from V1.4.1.50 is a known issue. They wanted to charge me to try and solve a 'known' issue. How does a company get away with this??

"You are outside of the 90 days support"

I purchased the device on July 1. I enabled auto update on the firmware. v1.4.1.64 has a knowledge base entry on the Netgear website on September 30. My device should have auto updated within the 90 days. But because I did not check it, shame on me? It is my fault that the auto update did not work and I did not check it? What standard household user would EVER check that?

I requested them to simply send me an RMA and I will return the device. They cannot do that unless they first troubleshoot. Fine, we can troubleshoot. I am ok with that. You will be charged for this. OK, I am NOT ok being charged to troubleshoot a known issue!

I requested to speak with a manager, after being put on hold for 5 minutes, I was told there were none available.

They will send me the manual update process to do myself and I can call back if it does not work.

My biggest issue? How many other people have bought these devices and just trust the Netgear? How many people are sitting out there thinking they are getting the security updates they need because they clicked 'auto update'? People whose kids or grandkids installed the router and are not there to check it for them?

Shame on Netgear during this time when no one is allowed to go to their parents/grandparents house to look at things like this.

Michael,

I have see you all over these forums treating people like they are stupid. all you have to do is google r8000p firmware issues and you will see what the issue is. I'm a network admin with over 30 years in the business. never have I seen the lack of support for a known issue by a company. I too was told that they would only help me AFTER I purchased a support package. What is worse is that mine came with th e.42 release and I trusted the auto update.  It updated to .50 and I am now stuck.  I get all the netgear emial warning me how unsecure my router is as there is new firmware to address security flaws, but I can not even manually or via TFTP the new firmware.  In short it appear that the .50 update locked the router from receiving any firmware updates. You can not even install an older version of firmware, hopeing to skip over the .50 blunder. And I see this across several of the 7000/8000 series router. All stuck from a firmware update that can only be fixed by returning the hardware for replacement... a replacement by the way that is a "refubished" unit. I bought the router for over $300 only to end up with a used model and having to pay for a service contract on top of that. Hell no.