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warrantee process for replacement of a Nighthawk router
After hours with support it seems the firmware update will not update on my new 88 days old Nighthawk router. They want me to pay big bucks to extend the phone coverage which I said seems unfair/unethical to want me to pay for support from a company that cannot fix my issue in the first place. Then I was offered to replace the unit. I was told I have to get a RMA and send back this unit AT MY COST and Netgear will replair or replace it with a new or reconditioned unit. So I am out of internet for a long time??? and unsure this replacement unit is better than the new one I have. Is this really the procedure for replacing a unit 88 days old?
OldBob wrote:
After hours with support it seems the firmware update will not update on my new 88 days old Nighthawk router. They want me to pay big bucks to extend the phone coverage which I said seems unfair/unethical to want me to pay for support from a company that cannot fix my issue in the first place.
How did you contact support?
The bit about being asked to pay for support may be a scam.
If you called a number that you found with a web search, that almost certainly had nothing to do with Netgear.
Netgear itself does not provide paid for support. It does that through GearHead Technical Support.
Web searches can deliver results that scream "Netgear support" at the top but that turn out to be anything but. Using them can be dangerous, for your network and your bank balance.
If you login to mynetgear, can you see your router there?
If so, that is where to ask for support. If that is what you did, then the warranty process is different.
OldBob wrote:
Is this really the procedure for replacing a unit 88 days old?
No. Start the RMA process by checking MyNetgear.
How do I request a Return Material Authorization (RMA)? | Answer | NETGEAR Support
Warranties are at least a year.
6 Replies
OldBob wrote:
After hours with support it seems the firmware update will not update on my new 88 days old Nighthawk router. They want me to pay big bucks to extend the phone coverage which I said seems unfair/unethical to want me to pay for support from a company that cannot fix my issue in the first place.
How did you contact support?
The bit about being asked to pay for support may be a scam.
If you called a number that you found with a web search, that almost certainly had nothing to do with Netgear.
Netgear itself does not provide paid for support. It does that through GearHead Technical Support.
Web searches can deliver results that scream "Netgear support" at the top but that turn out to be anything but. Using them can be dangerous, for your network and your bank balance.
If you login to mynetgear, can you see your router there?
If so, that is where to ask for support. If that is what you did, then the warranty process is different.
OldBob wrote:
Is this really the procedure for replacing a unit 88 days old?
No. Start the RMA process by checking MyNetgear.
How do I request a Return Material Authorization (RMA)? | Answer | NETGEAR Support
Warranties are at least a year.
I was on NG site and created a case number that gave me the phone number I called. I did not (as I was warned not to) go to any internet site help. Thank you for the link to the Warrantee. As I feared, I will be without internet during the process and do have to return at my expence.
You could try returning it to your supplier.
Or see if you can get help here. It may be better than the official support team.
