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NETGEAR warranty / support question #24237597
Hi, just wanted to ask what other folks experience getting hardware replaced under warranty has been like. I currently have a call open with NETGEAR to have two of the original 2TB disks supplied ...
Thanks very much for the response mdgm.
Agreed, I should have perhaps contacted NETGEAR earlier when the first drive started clocking errors and will in future make sure I do if I see a similar scenario taking place.
As I have already returned one failed disk at my own expense and been sent the wrong replacement drive by NETGEAR, I find it somewhat irksome for the support agent to demand my credit card details as collateral before they will honour the terms of the warranty. It really is very poor customer relations.
Having sent the wrong replacement drive you would think NETGEAR would want to go out of their way to resolve the problems I'm currently experiencing as quickly as possible, rather than further adding to them.
You obviously have access to my case history, as you've quoted details from the logs I sent to NETGEAR support, so perhaps you'll be able to provide me with an answer to a question I've yet to receive a reply to. The 1TB drive I was incorrectly sent to replace the failed 2TB disk showed a manufacture date in 2010, which isn't exactly 'box fresh'. I asked the NETGEAR support agent what the warranty period was on any drives supplied as replacements under warranty and whether it would be the full warranty period as per the manufactures original cover. I.E. if Seagate offered a 3 year or 5 year warranty on a drive model, would the replacement I receive come with that full warranty?
Any information or help you can provide would be greatly appreciated.
Many thanks,
Ian
Your disks failed over a month apart. Disk 1's reallocated sector count (1326) was huge. If the count increases regularly, rapidly or exceeds 50 then the disk should be replaced.
Agreed, I should have perhaps contacted NETGEAR earlier when the first drive started clocking errors and will in future make sure I do if I see a similar scenario taking place.
The credit card details are requested when a replacement product is sent out ahead of receiving the defective product so that a charge can be made if the defective product is not returned within the ten days. I think this charge is the retail value of the product replaced.
As I have already returned one failed disk at my own expense and been sent the wrong replacement drive by NETGEAR, I find it somewhat irksome for the support agent to demand my credit card details as collateral before they will honour the terms of the warranty. It really is very poor customer relations.
Having sent the wrong replacement drive you would think NETGEAR would want to go out of their way to resolve the problems I'm currently experiencing as quickly as possible, rather than further adding to them.
You obviously have access to my case history, as you've quoted details from the logs I sent to NETGEAR support, so perhaps you'll be able to provide me with an answer to a question I've yet to receive a reply to. The 1TB drive I was incorrectly sent to replace the failed 2TB disk showed a manufacture date in 2010, which isn't exactly 'box fresh'. I asked the NETGEAR support agent what the warranty period was on any drives supplied as replacements under warranty and whether it would be the full warranty period as per the manufactures original cover. I.E. if Seagate offered a 3 year or 5 year warranty on a drive model, would the replacement I receive come with that full warranty?
Any information or help you can provide would be greatly appreciated.
Many thanks,
Ian
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