Make the RMA Process easier

Hello all, I am new to this community.  I signed up moments ago because I am almost done with my 10+ hour adventure of trying to RMA a 16 port switch.  

 

My suggestion is short and sweet.  Please make this process simple.

 

I have been plagued with hours of waiting, transfered to the wrong department, not told my case number, not told the shipping address to return my product to, and been given the run around about approvals.  As a business owner, I can't justify this amount of time being spent on a ~$90 switch.  I stumbled upon this community to try to find the address for returns and found a two page long thread of other customers complaining about this same issue.  Let me also clarify, the people I talked to were very nice, once I got ahold of them.

 

You have a great product, but quite possibly the worst support (and I have Comcast as my ISP).

 

If there is anything Netgear needs from me to hopefully make this process easier, please feel free to reach out.

 

Things you could do to make this easier:

 - Have an RMA email address or submission page

 - List out return addresses clearly on your website

 - Simplify the support line; Whenever I call and get tech support, they have to transfer me to the right department, which incurs another hold time.  Maybe I can't find the right department to begin with, maybe it doesn't exist in the phone options, I don't know.

 

Thanks, 

 

Phillip