MISSING TECH SUPPORT

[freewing70]

My brand new router has a BIG problem with ReadyCloud; I contacted one week ago the TechSup via web site: NO ANSWER.

I posted a request of support on the forum: NO ANSWER

https://community.netgear.com/t5/DSL-Modems-Routers/ReadyCloud-Failed-to-upload/m-p/1170545#M13793

What's up?!

Very very disappointed.

[DarrenM]

Hello Freewing 

I am looking into this issue I will let you know what I find out why this is failing.

DarrenM

[freewing70]

Hello,

Support Case #27710100 was opened on November (!); NetGear told me it was solved by a FW update programmed for today, but... still no update.

The problem remains.

...a bit of shame cuold be necessary, maybe?

[DarrenM]

Hello Freewing70

I have not heard a ETA on D7000 firmware I will let you know when I do. i know the engineers are working on a fix for the ready cloud issues on the D7000.

DarrenM

[freewing70]

PLEASE READ WHAT NETGEAR WROTE TO ME:

Case #: 27710100

"la problematica riscontrata verra risolta il 28/2/2017 con il nuovo firmware"

THE IMPORTANT PROBLEM (SIGNALED IN OCTOBER 2016!) HAD TO BE SOLVED BY 2.2.2017 WITH A NEW FW UPDATE.

THE UPDATE DIDN'T ARRIVE.

THIS IS NOT SERIOUS AT ALL.

NETGEAR Support Case #27710100

*** This is an automatic, system-generated message. Please do not reply directly to this message. *** Your case has been updated by NETGEAR Support. Case #: 27710100 Case Summary: Readycloud: cannot upload files Product: D7000 Update from NETGEAR: https://my.netgear.com/mynetgear/mySupport.asp (si prega di non utilizzare l´opzione REPLY). Gentile Signor Girardi, La ringraziamo per aver attivato il supporto Netgear. A seguito di un riscontro appena ricevuto dai nostri ingegneri, Le confermiamo che la problematica riscontrata verra risolta il 28/2/2017 con il nuovo firmwareche potrà trovare da: downloadcenter.netgear.com. Le chiediamo a questo punto se possiamo procedere con la chiusura della protica corrente e se in seguito all' installazione del nuovo firmware dovesse avere bisogno di supporto, Le ricordiamo che siamo a sua completa disposizione non esiti a contattarci. Resteremo in attesa di riscontro. Per opzioni di supporto alternativo cliccare su: http://support.netgear.com/general/contact/default.aspx Per rispondere a questo messaggio , effettui il login sul portale online: https://my.netgear.com/registration/login.aspx Cordiali saluti, Agnieszka Esperto Netgear

[DarrenM]

Hello Freewing70

That message says 2/28 not 2/2 but I have not heard of a date yet myself.

DarrenM

[freewing70]

Sorry Darren, you're right. 28 February seems to be the new date.

I expected end of January, (2 February) since last chat with support.

So still waiting (from october 2016)....

[freewing70]

Hello Darren,

...it's 6 March 2017 today and no update availabe yet.

That makes more than 5 months of waiting for a solution on a feature declared by NetGaer on this product.

I DO ASK FOR AN OFFICIAL ANSWER FROM NETGEAR.

It's really disappointing.

Please, give me (and the community) news.

Thanks

[freewing70]

...what's up?

I can't even reach TechSup anymore.

What can I do to have my rights respected?

THX

[w3wilkes]

At this point it sounds like you should get a refund from Netgear for the device. It appears the device is not fit for use as advertized by Netgear. Seems like Netgear is just dragging their feet until the device is discontinued at which time Netgear will just say the device is no longer supported.

[freewing70]

I SIMPLY asked for a substitution with a working modem-router (an upgrade): after many months of waiting (and of no FW updates promised) I thought it was a good compromise.

They instead proposed me a refound with an RMA, but:

- I must send the router back to NetGear (so I'll be without internet connection for... who knows? I use it for work!)

- they'll check it (Netgear alredy knows the BUG on D7000)

- they'll refound me (probably)

- then I'll be able to buy another router again

GENIUS: the commercial-side of Netgear seems to be handled by real genius.

I think I'm going to denounce Netgear for abuse.

Here is what I'll do:

- I'll contact Consumers Association

- I'll write to all the main reviews to illustrate what happened

- I'll do all in my possibilities to denounce this abuse!

What do you think?