I can't register my Meural, and support will do nothing to help

[absen7e]

I purchased a Meural secondhard. Apparently that's my "mistake" for not researching it in the first place? Unlike most products in the world, these Meruals are serial locked to the person that registered them first. 

I have proof of purchase. I am now the owner. Support said they "escalated" my case to get the registration transferred, and that's the last i've heard from them. The last e-mail reply was Feb. 8th. I've called. I let my phone sit on hold for over an hour. No one ever came. There are no more e-mail replies. 

How can y'alls support be this bad? What can I do to use this thing? 

[absen7e · Accepted solution]

EDIT: I just saw the update.

@ChristineT Thanks so much for the help! 

I never expected to have a warrenty with it. So hopefully I can manage to get it working now. Unfortunately the "reset" button is broken off it. So.. There's that. One thing at a time. I'll consider this thread resolved and start a new one if I have further issues.

Thanks again.

[plemans]

Sadly it does need to go through support. 

You can try emailing them as well. 

Meural | NETGEAR Support

[absen7e]

Oh gotcha. Thanks for the response. 

I assume actual support doesn't scour these forums? 

This experience has taught me to not buy netgear products. So something positive has come of it.

[plemans]

---

@absen7e wrote:

I assume actual support doesn't scour these forums? 

---

There are the occasional mods on here but not actual support. 

maybe @DarrenM or @ChristineT can help. 

[ChristineT]

Hello @absen7e ,

Thank you for posting your concern. We are looking into your case as of this writing. It appears that it has been escalated to a higher tier support for review. We'll reach out to that team to request an update. It's proven to be a bit challenging for customers who purchase pre-owned NETGEAR products. While we are checking with our internal teams, do you have any way of contacting the original owner and asking them to unregister the product through the MyNETGEAR.com support portal? This would be the cleanest and easiest way to resolve this issue.

Thank you for your patience,

Christine

[plemans]

they'd go to 

my.meural.netgear . com 

click on their profile in upper right----->canvas's---->remove canvas from account. 

its not in their my.netgear . com profile. 

[ChristineT]

Hello @absen7e and @plemans !

@plemans  ~ Thanks for the shoutout! 🙂

@absen7e  ~ I see that you have already provided the proof of purchase and pictures of the serial number on the device. Thank you for that! I have worked with support to clear the registration from your Meural Canvas. You should now be able to register the device under your own name. Please visit: Is my NETGEAR product under warranty. Specifically, "Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage".   Sorry to be the bearer of not-so-great news. 

Please let me know if I can be of any further assistance. 🙂

Kind Regards,

Christine

[plemans]

thanks @ChristineT !!!!

[absen7e · Accepted solution]

EDIT: I just saw the update.

@ChristineT Thanks so much for the help! 

I never expected to have a warrenty with it. So hopefully I can manage to get it working now. Unfortunately the "reset" button is broken off it. So.. There's that. One thing at a time. I'll consider this thread resolved and start a new one if I have further issues.

Thanks again.