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Terrible customer service

Just bought a new router in October this year. Went dead and I called customer service. Complete idiots. Ask fo ra US based number. They didnt have it. Ask for a number to file for complaint. Refused to give it. Told me I have to return it to store. I told them its150 miles away . She just kept repeating the same answer .Then she put me on hold and then hung up

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Re: Terrible customer service

By dead I meant all the lights were out and despite unplugging and replugging and turning off and on it stayed dead. I reset the modem by using the reset hole and no change , no lights whatsoever.  The tech on the phone said to take it back to the store,which I did

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Message 8 of 13

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Retired_Member
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Re: Terrible customer service

Did you registered it?

Message 2 of 13
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Re: Terrible customer service

Yes Of course registered the device when I hooked it up

Message 3 of 13
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Retired_Member
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Re: Terrible customer service

Have you tried Mynetgear.com and selected support & then select replace my defective device?

Message 4 of 13
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Re: Terrible customer service

I am doing exactly what their Tech "expert"instructed me to do. I already explained to them that I live 150 plus miles from the store. Im in the mountains. They insisted I return it to the store. In this case Costco. I will write Costco a nice letter explaining that one of their vendors, neatgear has a terrible product and horrible customer service. I have already filed a compliant with the BBB in San Jose

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Retired_Member
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Re: Terrible customer service

So just to clarify you did or didn't use the Mynetgear.com link? I only ask because I've used it twice in recent months without a problem, Both replacemnet devices sent to my home.

 

R8500

8 port switch

Message 6 of 13
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Re: Terrible customer service

searay has told you the best way to get support to replace the thing.

 

But you may be able to rescue the beast.

 

Tell us what you mean by "went dead" and maybe a real expert can suggest things you can try to breath life into your zombie router.

 

If you do want to attempt resuscitation, you'll have to see what model the thing is and why you think it has shuffled off this mortal coil.

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 7 of 13
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Re: Terrible customer service

By dead I meant all the lights were out and despite unplugging and replugging and turning off and on it stayed dead. I reset the modem by using the reset hole and no change , no lights whatsoever.  The tech on the phone said to take it back to the store,which I did

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Message 8 of 13
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Tutor

Re: Terrible customer service

I found that netgear service was good , unfortunatly my router was 1 year out of warranty , but they did try to get it working . I t happens

Message 9 of 13
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Re: Terrible customer service

I was expecting more from such a large company but I guess they have a low service reputation . I checked better business bureau and they rate them a "b". Sad for such a large company. I learned my lesson.  Will choose a different company in the future

 

Message 10 of 13
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Re: Terrible customer service

I don't consider anything solved. You can label what you will so to pretend it's over.  It's not over. You closing out the issue unilaterally doesn't change anything . I drove over 150 miles on my dime because of your inept, rude customer service moron in god knows what country. You could have had ups pick it up and send me another . Some warranty . 

Message 11 of 13
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Re: Terrible customer service


@Kirkman126 wrote:

I drove over 150 miles on my dime because of your inept, rude customer service moron in god knows what country. You could have had ups pick it up and send me another . Some warranty . 


 

Do you have to be insulting? I always find that I get better service when I don't treat people like dirt.

 

You chose to drive 150 miles. There are other ways of dealing with warranty issues on line: some of them were explained to you.

 

It is a fact of modern life that customer support is generally hopeless. Netgear is no better nor worse than most makers of IT hardware. (Actually some are much worse.) It is down to the demand for ever lower prices.

 

No one can stop you banging on about how this crime against humanity was perpetrated on you, but don't be surprised if people take a less than sympathetic attitude to your ranting. We are help to help each other solve problems with our Netgear kit, not to bring the business to its knees because it refuses to treat us as if I we are the centre of the universe.

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 12 of 13
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Re: Terrible customer service


Your right.

Its my fault that despite me explaining numerous times the problem, they hung upon me.I never cused, never was rude.I kept asking why should I pay the price of their refusal to pickup the item and send a new one within 60 days of purchase. UPS is such a new concept that it is unreasonable to expect them to understand the confusing concept of picking up and shipping to a persons house. Its all my fault when I ask for another number to call that they kept putting me on hold. Its my fault that only the one number exist in the Netgear world .I almost forgot what business they are in. Technology! I should have lowered my expectations to the horse and buggy days.

 

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