RMA Process & Customer Support Experience

I was originally thrilled with this cost effective cable modem router when I purchased it almost 3 months ago. Worked great and was easy to setup. However, I came home today (nothing has changed or been touched) without any connectivity. After confirming with my internet provider that my service was fine and then restarting my modem, I troubleshooted using NETGEAR community. I eventually called NETGEAR and after 20min of trials, confirmed the device is defective. I’m not thrilled - it’s a new device and had been working fine, but it happens. We began the RMA process. That’s when I realized NETGEAR expects the customer to pay shipping to return the defective device. And if I want the replacement to ship before they receive my defective device, I need to pay MORE. Or if perhaps I want it next day delivered (I do need internet for my work), that is an even additional fee. This was an opportunity to provide me with an amazing customer experience and instead I feel like I’m being taken advantage of. The technical support representative insisted that we must follow the processes in place. When I asked politely to speak to a supervisor, nobody was available because they were in an important client meeting. I am a client too. When I asked if I could receive a return call or email from a supervisor, I was informed that I am allowed to call back tomorrow and maybe someone would be available.
I am posting this as a very unsatisfied customer. I would love feedback and a reason to stay with NETGEAR instead of throwing this router in the trash and buying the competitive product.