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Orbi RBR50 Dead / Complaint

NinjaChimp
Aspirant

Orbi RBR50 Dead / Complaint

Unfortunately my main Orbi unit has died (satellite seems OK, at least in that the sync light is flashing). Still well within the 2 year warranty provided (UK purchase, through Amazon).

 

This is my first taste of Netgear support... and undoubtedly the last. Am I being unreasonable? Any other company I have dealt with would just replace it and have a happy customer!

 

How do I raise a complaint? I'm done wasting my time and money on hold on the chargeable number.

 

I've dropped it in this forum just in case there is something I'm missing and could try (and proceed to eat humble pie if it starts working again). Smiley Happy

 

Links to the exchange instead as the forum didn't like displaying the images:

https://i.imgur.com/CYJbWH0.png

https://i.imgur.com/RwMEUP5.png

https://i.imgur.com/qRrCVJO.png

Model: RBR50|Orbi AC3000 Tri-band WiFi Router
Message 1 of 5
CrimpOn
Sage

Re: Orbi RBR50 Dead / Complaint

Yes, Netgear provides only 90 days of 'complimentary support' with a purchase. If the customer has not purchased extended warranty or extended support within the first 90 days, the only way to talk to Netgear is to purchase a GearHead subscription.  (Which is one reason so many customers wind up in the forums.)

 

I was amazed to see "no fix - no charge" in writing.

 

I have long wondered how a customer makes a warrenty claim without access to support.  Buying GearHead appears to be one method.

Another possibility is to contact one of the forum moderators directly with a private message (by clicking on their screen name), explainiing the particulars (serial number, how to contact you, those messages, etc.) Moderators seem to have a way to communicate with Netgear departments.

I love my Orbi.
Message 2 of 5
FURRYe38
Guru

Re: Orbi RBR50 Dead / Complaint

If you got a warranty with Amazon UK, the  you'll need to take up this issue with Amazon and file a claim there. 


@NinjaChimp wrote:

Unfortunately my main Orbi unit has died (satellite seems OK, at least in that the sync light is flashing). Still well within the 2 year warranty provided (UK purchase, through Amazon).

 

This is my first taste of Netgear support... and undoubtedly the last. Am I being unreasonable? Any other company I have dealt with would just replace it and have a happy customer!

 

How do I raise a complaint? I'm done wasting my time and money on hold on the chargeable number.

 

I've dropped it in this forum just in case there is something I'm missing and could try (and proceed to eat humble pie if it starts working again). Smiley Happy

 

Links to the exchange instead as the forum didn't like displaying the images:

https://i.imgur.com/CYJbWH0.png

https://i.imgur.com/RwMEUP5.png

https://i.imgur.com/qRrCVJO.png


 

My Setup ISP SparkLight | Internet Cable 1000↓/50↑ CM2000 Modem | Wifi Router RAXE50 and R8500(v.158) Router Mode | Switches NG GS105/8 | 

Additional NG HW: C7800/CAX80/CM1100/CM1200/CM2000, Orbi: CBK40, CBK752, RBK50, RBK853, RBK752, RBK953, SXK30 | NightHawk: R7000, R7800, R7960P, R8000, R8500, RAXE500, RAX50, XR450, EX7500/EX7700, GS308v3

Message 3 of 5
NinjaChimp
Aspirant

Re: Orbi RBR50 Dead / Complaint


@FURRYe38 wrote:

If you got a warranty with Amazon UK, the  you'll need to take up this issue with Amazon and file a claim there. 



I was considering seeing if Amazon would help, but they redirect to the Netgear support site by default. Possibly worth a conversation with a person to see tho.

Message 4 of 5
FURRYe38
Guru

Re: Orbi RBR50 Dead / Complaint

I'd contact a forum moderator here to see what your options are giving them your information.

@Blanca_O 

@Christian_R 

My Setup ISP SparkLight | Internet Cable 1000↓/50↑ CM2000 Modem | Wifi Router RAXE50 and R8500(v.158) Router Mode | Switches NG GS105/8 | 

Additional NG HW: C7800/CAX80/CM1100/CM1200/CM2000, Orbi: CBK40, CBK752, RBK50, RBK853, RBK752, RBK953, SXK30 | NightHawk: R7000, R7800, R7960P, R8000, R8500, RAXE500, RAX50, XR450, EX7500/EX7700, GS308v3

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