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Initiate

Shipping Charges on customer

orbi unit suddenly stopped working. Netgear support suspects the faulty firmware update causing this. RMA is created but I am required to pay for shipping the defective piece back to netgear. This is not justified since faulty firmware is not a customer issue. Please look into this policy.
Message 1 of 9
Master

Re: Shipping Charges on customer

This is standard with warranties for consumer products, not just NETGEAR. Customer pays to return the item. The company pays to ship the replacement back to the customer.

Message 2 of 9
Apprentice

Re: Shipping Charges on customer

This is not standard. I have had various defective products returns in past 8 years ranging from small items, electronics to big items like Television. if a product is defective or not working as it should be, then Product company will pay for return shipping as well. Returned Defective LUMA WIFI router and one node in 2017. LUMA not just paid for return shipping but also paid for expedited shipping since they consider Internet like a utility and outage can affect people's lives and jobs. Netgear is much more stable and wealthy than LUMA or other Amazon small sellers. If they could do it, Netgear can very well do it.  You know your product has problems, and I shouldn't need to remind that this is not a cheap product in fact one of your top of the line product. Netgear, you shouldn't be so ignorant and arrogant, stop stealing from our wallet and show some care to your customers. 

Model: RBK50| Orbi AC3000 High-Performance Tri-Band WiFi System
Message 3 of 9
Master

Re: Shipping Charges on customer


@aani75 wrote:

This is not standard. I have had various defective products returns in past 8 years ranging from small items, electronics to big items like Television. if a product is defective or not working as it should be, then Product company will pay for return shipping as well.

Your experience is not typical--at least not in the USA.  D-Link, Linksys, Ubiquiti, Reconyx, Nikon... these companies all require the customer to pay return shipping on warranty claims. Their policy is written on their websites. Yes there are a few companies, like Luma, that pay shipping both ways, but most companies do not do this.

 

Message 4 of 9
Guru

Re: Shipping Charges on customer

This as been standard for years for customers to pay shipping back.

My Setup (Cable 1Gbps/50Mbps)>CM1200(LAG Disabled)>RBK853 v3.2.17.12
RBK50 v2.7.2.102
Additional NG HW: C7800/CM1100/CAX80/CM2000, Orbi CBK40, R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Message 5 of 9
Apprentice

Re: Shipping Charges on customer

I agree... Netgear should pay for the shipping. TiVo paid for my return shipping. Microsoft paid for my Xbox return shipping. Ooma paid for return shipping. These companies have the money & it’s worth it to show your customers you go the extra mile especially since you inconvenienced them with your crappy product..
Message 6 of 9
Apprentice

Re: Shipping Charges on customer


@st_shaw wrote:

@aani75 wrote:

This is not standard. I have had various defective products returns in past 8 years ranging from small items, electronics to big items like Television. if a product is defective or not working as it should be, then Product company will pay for return shipping as well.

Your experience is not typical--at least not in the USA.  D-Link, Linksys, Ubiquiti, Reconyx, Nikon... these companies all require the customer to pay return shipping on warranty claims. Their policy is written on their websites. Yes there are a few companies, like Luma, that pay shipping both ways, but most companies do not do this.

 


I've been living in the US for last 22 years. For me, it's pretty typical except bad customer service companies. Don't know if Netgear is among one of them, YET. Netgear knows there are issues with ORBI. They should be recalling the product or at least compensate users with free return shipping. 

Model: RBK50| Orbi AC3000 High-Performance Tri-Band WiFi System
Message 7 of 9
Initiate

Re: Shipping Charges on customer

Totally agree, recall is standard pratice when the issue is already known. Imagine netgear pushes the firmware update every month and it fails every 6 months? I won't like to pay shipping charges for all times when fault is because of firmware (known) issue.

Good part, I am having little detox from digital world while the new unit arrives Smiley Tongue

Message 8 of 9
Apprentice

Re: Shipping Charges on customer

its really annoying

 

netgear support is useless on this product 

several weeks i complained about software issues only to be told becase there is no offical record of issues that all problems are to be assumed hardware and that rma is required .. basically for any reason despite what i told them .. and that an rma would fix software issues

 

no bug report taken  

 

guess what ... the rma didnt work and was a waste of money

 

considering the failed solution  is 100% controlled by netgear 

 

it is absurd 

Message 9 of 9
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