Netgear support. Does it exist? How to escalate to get meaningful help :-(

[joyous_alameda]

Sorry, to make my first post a tearful rant, but since I bought 600$ worth of (seemingly) junk apparently I have to.

Trying to get some support from netgear staff after series of unexplained disconnects on my hotspot.

I've provided all the information, as well as follow up information to them. My cases got closed with no explanation. The persons responding just keep asking for the same information again and again. Sometimes I get automated emails saying that they are waiting for their engineers. 

I currently have several tickets (opened and closed) in the queue, and they say for closed tickets I have to open new ones!

Honestly, I'm regretting my purchase and wish I'd just get default VZ hotspot device.

Does anyone know how I can escalate this to get real support. If not what are my options to get my money back/refund. Device was purchased more than 30 days ago and from Amazon so I don't hold out much hope.

More likely an expensive paperweight .

That was such hard earned money and a hard decision to pay the big $$$ 😞

[joyous_alameda]

@Blanca_O @KevinLiT 

Case #48438886.  <<<this is particularly worrisome with random disconnects.

I believe between open/closed cases in the queue I've provided enough information. Screenshots, printouts of router configuration etc. All the information requested is attached to the support cases. Case #48438886 somehow got closed today with no approval from me or resolution. 

Blanca, Kevin. If you could kindly assist please do so. 

thank you

[michaelkenward]

This is essentially a user-to-user forum, with some input from a small band of Netgear techies. Why not try to sort it out here? Many problems come up more than once.

You say nothing about your problem.

What are you doing and where do things go wrong?

---

Just another user with time on their hands.

[Blanca_O]

Hi joyous_alameda,

System shows that you have multiple case created. The case number you have provided were closed so that the Support Expert who is assisting can just focus and use one support case. You still have one support case open.

We have notified the Support team to follow up on your case and they will get back to you as soon as possible.

Regards,
Blanca
Community Team