Case # 47556053

[prateek1802]

Hi Team, 

I have a case # 47556053 which I am following up on for an update for over 2 months now but have not received a single update from the customer support team!

Long story short, the 2 satellites were faulty, I have returned both to Netgear warehouse but only received one in return. 

It's become a ritual for me to call Netgear every few days and spend about an hour each time only to be assured there will be an update provided within 24 to 48 Hrs, has not happened till date.

I am not able to return the product as well because I do not have 2 satellites.

Any guidance on where to go from here will be much appreciated.

Best,

Prateek

[Blanca_O · Accepted solution]

Hi @prateek1802

We received an update from the team. They have initiated an RMA for the replacement satellite. You will receive a separate email containing the tracking within 24-48 hours so you can monitor the shipment.

Regards,
Blanca
Community Team

[FURRYe38]

I'd contact a forum moderator for help with this:

@KevinLiT @Blanca_O 

[prateek1802]

Thank you @FURRYe38 ! Much appreciated.

@KevinLiT @Blanca_O Awaiting your guidance please.

Best, Prateek

[Blanca_O]

Hi @prateek1802

Our Customer Service team is handling your case and they are coordinating with the warehouse regarding the replacement satellite. We have notified Customer Service team to follow up on your case and they should be contacting you as soon as possible.

We appreciate your patience and understanding on this matter. 

Regards,
Blanca
Community Team

[prateek1802]

Hi @Blanca_O 

Thank you for the update.

FYI, this is the same message - "waiting on warehouse to confirm" that I have been provided (4th time now) over the past 1.5 months.

Hoping that we do get an update from the warehouse this time around.

Thank you for your response, much appreciated.

Standing by.

Best,

Prateek

[Blanca_O · Accepted solution]

Hi @prateek1802

We received an update from the team. They have initiated an RMA for the replacement satellite. You will receive a separate email containing the tracking within 24-48 hours so you can monitor the shipment.

Regards,
Blanca
Community Team

[prateek1802]

Hi Blanca,
Thank you for the update and for following up with the teams internally.
Confirming I have received the RMA details. Your assistance is greatly appreciated!
Best,
Prateek

[prateek1802]

Hi @Blanca_O ,

I have received confirmation from the support team that they are dispatching the second satellite. Many thanks for your help.

Best,

Prateek