Customer Support Failure

[UserD01]

MR60 / MS60 Firmware Version 1.0.6.110

Tried to update the Nighthawk Mesh Router Wifi 6 firmware through the 'upgrade firmware' option on the nighthawk iOS app. The firmware downloaded and seemed to install on the router, but once the reboot was finished I got a blinking blue flashing light on the router and no internet connection. After spending over 4 hours on the call with technical support, I was left with an article on how to use tftpd64 to connect to the router, but even with those instructions I could not connect and update the firmware. I called back today to let them know the instructions did not work and I need a new replacement. I was transferred multiple times (1st person transferred me to a 'technical support' member who was 'not trained on the topic') and finally got to a contact who was 'trained'. This person had no details on the 4 hour conversation I had last night and said he could call me back in a few hours. 

Overall this customer service is unacceptable. If I didn't have a backup router I would truly be put out of service and unable to work from home. 

Is there any better way to request a replacement? 

[plemans]

Many times people don't actual get a hold of netgear support. If they google for support they end up getting scam/con sites. 

To get a hold of support, click on "mynetgear" at the top, then register an account and your device. From there you contact support. 

Uncertain if you talked to official netgear support as I haven't seen them recommend tftp64 in a long time. 

are you on windows? if so, follow this guide

https://kb.netgear.com/000059634/How-to-upload-firmware-to-a-NETGEAR-router-using-Windows-TFTP

just make sure you enable tftp 

https://www.thewindowsclub.com/enable-tftp-windows-10

and here's a video walk through using a tftp client. Use the built in one for windows 10 though and not a client. the video is more of an example of how its done. 

https://www.youtube.com/watch?v=R9DLrLQrpaw

and if that doesn't work, you can try using nmrpflash

https://github.com/jclehner/nmrpflash

[Makri]

I have exactly the same problem with customer service and support. 3 weeks over 30 phone calls from my side and about 10 cases and when I m ringing I have to start all over again. New case will be opened and closed without any problem solving. I’m forced to go consumer rights as there is no help from netgear. By the end of day I have faulty device with warranty but no replacement or solution.