Feedback for R7000 New firmware 1.0.9.18

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wrote:
It is easy for me to solve the problems I have with the R7000 router, problems that the netgear is unable to solve or does not want to solve. I recommend everyone not to buy netgear products at least for a while, maybe they will realize that we, their customers, are important. I definitely will not buy any other product in the next few years due to bad support/firmware issues.

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I see many people state this. Do you really think it is going to bother them? This isn't a Mom and Pop shop you can stand in front and picket. You already 'gave them the money', and unless you are a sole purchaser for a humongous corporation that declares no more purchases from Netgear and tells a Netgear Rep. when they ask why that is.

You can tell all your friends too, but how many sales do you thing that will be?

How many people do you think are having problems? Do you know the percentages? Do you know if NG sales have been impacted?

I suspect a very low percentage are having problems.

Also, are you sure other home network vendors are also not having problems? Everyone I've had h/w from over the years have had some sort of problem from poor performance to firmware update problems, to premature failures.

I'd also venture to say a very large percentage of the NG h/w is installed and never touched again. It just worked when installed and continues to work. I would think unless the AUTO UPDATE function is active, which could cause some problems.

Router's age as well. For some, the first sign of 'failure' is enough for people to upgrade to the latest as well.

Still, threatening to never buy again and tell the world is most likely falling on deaf ears here.

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wrote:

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wrote:
It is easy for me to solve the problems I have with the R7000 router, problems that the netgear is unable to solve or does not want to solve. I recommend everyone not to buy netgear products at least for a while, maybe they will realize that we, their customers, are important. I definitely will not buy any other product in the next few years due to bad support/firmware issues.

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I see many people state this. Do you really think it is going to bother them? This isn't a Mom and Pop shop you can stand in front and picket. You already 'gave them the money', and unless you are a sole purchaser for a humongous corporation that declares no more purchases from Netgear and tells a Netgear Rep. when they ask why that is.

 

You can tell all your friends too, but how many sales do you thing that will be?

 

How many people do you think are having problems? Do you know the percentages? Do you know if NG sales have been impacted?

 

I suspect a very low percentage are having problems.

 

Also, are you sure other home network vendors are also not having problems? Everyone I've had h/w from over the years have had some sort of problem from poor performance to firmware update problems, to premature failures.

 

I'd also venture to say a very large percentage of the NG h/w is installed and never touched again. It just worked when installed and continues to work. I would think unless the AUTO UPDATE function is active, which could cause some problems.

 

Router's age as well. For some, the first sign of 'failure' is enough for people to upgrade to the latest as well.

 

Still, threatening to never buy again and tell the world is most likely falling on deaf ears here.

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Thanks for the private messages. Here's my missing post....

@IrvSp :

Yes, we should boycott with our wallets and from atop pedestals so others can hear. There are already discussions on review sites mentioning these issues, and they will get more and more attention.

Why do some companies fail due to lack of sales? Even large ones do - it's because consumers speak with their wallets and let others know.

I bought Eero over a month ago. It's working great, the company is responsive with support and updates, and I recommend them. When people here (including me) contacted Netgear, we were told we need to pay extra for support after 90 days. When someone with an out-of-warranty defect posted a friendly question to Reddit asking for advice on repair options, the CEO of Eero replied and offered him a free replacement device!

So no, others don't necessarily have problems like Netgear. The difference is why some companies succeed while others fail.

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wrote:

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@IrvSp :

 

Yes, we should boycott with our wallets and from atop pedestals so others can hear. There are already discussions on review sites mentioning these issues, and they will get more and more attention.

 

Why do some companies fail due to lack of sales? Even large ones do - it's because consumers speak with their wallets and let others know.

 

I bought Eero over a month ago. It's working great, the company is responsive with support and updates, and I recommend them. When people here (including me) contacted Netgear, we were told we need to pay extra for support after 90 days. When someone with an out-of-warranty defect posted a friendly question to Reddit asking for advice on repair options, the CEO of Eero replied and offered him a free replacement device!

 

So no, others don't necessarily have problems like Netgear. The difference is why some companies succeed while others fail.

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First, when you bought the router you should have been aware of the warranty length. For the R7000:

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This product is backed by a NETGEAR limited 1-year Hardware Warranty.

24/7 basic technical support provided for 90 days from purchase date, when purchased from a NETGEAR authorized reseller

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So Eero has someone 'with the power' to do something on Reddit... good to know, but that in and by itself doesn't make Netgear any worse. It is just that they don't do it.

So you think other companies are better? How about LinkSys? Maybe this LINK is something you should read? Many 'support' and charge complaints. ASUS, see this LINK, yes a lot more, but they have a larger variety of products... search for ROUTER and you'll find some that look familiar. TP-LINK, see this LINK, seem familiar?

As for the Reddit comment, I do see this, https://www.reddit.com/r/eero/comments/7rf6in/eero_failed_out_of_warranty_anyone_else/ and someone with the name Wsweaves as a co-founder/CEO replying but nothing detailing what was done? Also looking at that page are two 'complaints' about not getting through to phone support and WiFi not working (no, I did not open the links and read them). On this LINK is a complaint about WiFI being 40% slower.... sound familiar to what one would see here?

All I'm saying is others have a variety of problems too. Individual results are different.

IrvSp

I'm not trying to make the case that Linksys is better, or Asus, or TP-Link. I simply don't know and don't care.

I do know that Netlink has handled this issue with very little care or interest by any reasonable standard of "good customer service".

I also know that by and large Eero customers are happy. Of course there will be problems, but you're not seeing threads anywhere with tons of posts and lack of reply or interest. I'm not sure why you went out of your way to look for flaws. Honestly though, your criticisms aren't very impressive....

So Eero has someone 'with the power' to do something on Reddit... good to know, but that in and by itself doesn't make Netgear any worse. It is just that they don't do it.

Yes, this does make Netgear worse. No one from the company, and certainly no one from the leadership team, has offered to go beyond written policy and warranty to remedy an extraordinary failure. So yes, this does make Netgear clearly worse.

someone with the name Wsweaves as a co-founder/CEO replying but nothing detailing what was done

Are you really going to minimize Eero's extraordinary support here, on the presumption nothing was done because there was no follow up post from the original poster?

 two 'complaints' about not getting through to phone support

Two complaints. If only most companies could have such a low call drop wait while waiting for phone support! I've never gotten through to phone support after 90 days at Netgear by the way, so that's the standard of comparison here.

 WiFi not working

Yup, at least one  or two people posted that on Eero they couldn't get Wifi to work. That compares to what is happening here on this thread?

complaint about WiFI being 40% slower.... sound familiar to what one would see here?

No, not at all. The primary complaint here is that between 5 minutes and 5 days (usually), Wifi doesn't work at all. Not slow, not a question of power or placement of devices, but complete failure. So no, Eero is a shining beacon of "Hey, Wifi just works!!" in comparison to what we're seeing in this thread here.

mzguy, all my statements were valid. I was pointing out that every mfgr. has problems. Don't want to buy NG, fine, but you might find others have the same sort of problems.

This thread has dragged on and a lot are just repeats of the same problems. Yes, NG people were/are in here. They started to gather info and get some more data and testers for fixes. This isn't a situation of a h/w fail a few months past the year that CAN be fixed with a replacement. This is a problem with Firmware and SOME router configuration and devices. I for one has no had any problems and I'm running on the subject firmware.

It also appears from another post that V1.0.9.26 has been released officially now? I've not gotten it and I don't know if it is the same code as the Beta (assuming the post was correct that this IS an official release) or not?

Fixing complex s/w is not a 1 day job. I assume you understand that.

Could NG have been more visible and forth coming, sure, but would that have sped up the delivery of the firmware or just made you feel better?

As for number of Eero complaints, well, that is basically a SINGLE product, here, in one forum are many different ones, all with different firmware and different capabilities, with some similar. You can't compare quantity, but you can compare the similarities of complaints.

Like anything else, you have no clue to the actual percentage of users to number of complaints, either similar or different, to those without problems or complaints. You don't even know the volume of users vs. other company users. All I was doing is pointing out that quite possibly NG isn't any worse that other companies.

You picked on this one:

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someone with the name Wsweaves as a co-founder/CEO replying but nothing detailing what was done

Are you really going to minimize Eero's extraordinary support here, on the presumption nothing was done because there was no follow up post from the original poster?

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What you posted that made me look for that was :

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When someone with an out-of-warranty defect posted a friendly question to Reddit asking for advice on repair options, the CEO of Eero replied and offered him a free replacement device!

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Hence my comment, I did not see anything but a request for a ticket number, no other comments by him nor the OP that it was resolved and the unit replaced free of charge.

If I missed that or I was looking at the wrong thread, sorry. If that was the correct thread then how do you know it was handled to the OP satifaction???