So I upgraded from the Netgear RBR-50 to an AX-6000 like many will do.
I had registered the RBR-50 the day I purchased it. I can log on and see see the support site telling me it is registered to me (by serial number) when I log on (with my same registered email). It also reports it is out of the (short) warranty period.
I had put in a support ticket (# 41892497) to have the ownership transfered to a new owner since I upgraded to the AX-6000 thinking this would be a simple request..
Not so much.
I was asked to provide a photo of the SN plate on the bottom of the RBR, my email address, my phone number, the new owner's name, phone number and email address -- all of which I did. Crickets.
Nothing happened after that -- even after followup calls, messages, inquiries and emails.
I fInally I got a message asking if I have proof of ownership. Ummm... the Netgear database SHOWS I am the owner. The netgear support site shows I am the owner. I registered it with the SAME email address that also requested the ownership change. I am NOT going to send Netgear receipts or other data they dont need.
The netgear site clearly shows they wont provide support for the RBR since it is out of the support period, so why in the heck are they acting like the router belongs to them?
Why is a transfer of ownership so hard when it comes from a registered email address? Consider I used the same email address for this request that I registered the system with intially (and didnt have to provide proof of purchase upon registration!)
With the fielding of the new AX series, they will probably see a lot more of these requests... each one heavily beauracratic, demoralizign for customers and unnecessary. The new users want to use the Orbi app but they cannot until it is transferred in the Netgear database. That wont happen until Netgear gets off their duff and supports their registered customers.
I have previously also informed our friend @Blanca -- and surprisingly still nothing has happened. She usually has a pretty good track record of busting through BS.
Netgear: get your act together. You are not authorized to look at my receipts and this should not be hard. You dont own my router -- I do. Heck, you even say you won't support it on the website that shows it is mine -- so why are you acting like this is difficult? Why dont registered users have the ability to transfer (via a netgear website) equipment their customers purchased without getting 20 questions from someone in Malaysia?
Yes... I am irritated and a loyal customer. But you are challenging that loyalty.
