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How do I return a dead/dying X10 router?

virtualuk
Tutor

How do I return a dead/dying X10 router?

In the last week my X10 router (purchased in November) has started to act up.  I've had to factory reset it twice as it's stopped responding completely to all access.  I can't seem to find a way to figure out how to return a router that's still under warranty without contacting the premium, paid for support line.  I shouldn't have to pay in order to say my router is dead and get it exchanged.

Model: R9000|Nighthawk X10 AD7200 Smart WiFi Router
Message 1 of 13

Re: How do I return a dead/dying X10 router?

Oh dear, another one hit by the Netgear support scam.

 

Have you tried starting the process on line? It is supposed to work.

 

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 2 of 13
mondenath
Prodigy

Re: How do I return a dead/dying X10 router?

You can support a case all purchased with Invoice/bill copy will have 2 years or 3 years warranty with it.

 

Raise a support ticket with all the details mentioned on it.

Message 3 of 13

Re: How do I return a dead/dying X10 router?

If the hardware isn't already registered, start here:

 

https://my.netgear.com/mynetgear/portal/main.aspx

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 4 of 13
virtualuk
Tutor

Re: How do I return a dead/dying X10 router?

The router is registered, I just don't see the link to open up a case.  Whereabouts is that?

Message 5 of 13
mondenath
Prodigy

Re: How do I return a dead/dying X10 router?

Message 6 of 13
virtualuk
Tutor

Re: How do I return a dead/dying X10 router?

If I follow that route it only gives me the option to call in.

Message 7 of 13

Re: How do I return a dead/dying X10 router?

That's odd, I see a page with a link to Replace my defective product.

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 8 of 13
mondenath
Prodigy

Re: How do I return a dead/dying X10 router?

yes call them or chat with them and explain the situation and get it fixed or replaced. What you want is replacement right.

Message 9 of 13
virtualuk
Tutor

Re: How do I return a dead/dying X10 router?

Yeah, I see the replace my defective product link, but when I click on that it gives me a page that says to call.

Message 10 of 13
virtualuk
Tutor

Re: How do I return a dead/dying X10 router?

Am I missing something, or is Netgear seriously suggesting I should pay $49.99 to be able to call up to say my router is dead for it to be replaced?

Message 11 of 13
FURRYe38
Guru

Re: How do I return a dead/dying X10 router?

Send ElaineM a PM and reference this forum thread. Maybe she can help you with this.

My Setup Internet Cable 1000↓/50↑ CAX80 Mode Mode | ISP SparkLight | Wifi Router Orbi RBK853 v4.6.7.5(Router Mode), Wired BackhaulSwitches Netgear GS105/8 | 

Additional NG HW: C7800/CM1100/CM1200/CM2000, Orbi CBK40, CBR750, RBK953(v6.0.3.68) & XR450(v130), RBK853 v4.6.7.5(AP) & RBK752 v4.6.7.5, RBK50(v23), SXK30(v110), R7000(v34), R7800(v84), R7960P(v84), EX7500/EX7700, GS308v3 and WNHDE111


 


 


Testing

Message 12 of 13

Re: How do I return a dead/dying X10 router?


@virtualuk wrote:

is Netgear seriously suggesting I should pay $49.99 to be able to call up to say my router is dead for it to be replaced?


 

NO!

 

This is an outrageous scam that Netgear needs to stamp out.

 

The script jockeys who answer the phones seem to be under orders to sell support contracts, even if you are talking about warranties or are within the 90-day window for free support.

 

I suspect that this is illegal, certainly in some countries. I also wonder if this "service" is contacted out to an Asian bucket shop that works on commission. It is the sort of thing that you will come across if you Google for any company's support and call number that comes up at the top of the ad supported results.

 

You would do the world a favour if you recorded these messages and reported back. It is the sort of behaviour that should create a massive consumer backlash.

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 13 of 13
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