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Warranty and "Support" ???

CrimpOn
Guru

Warranty and "Support" ???

It is pretty clear from the Product Data Sheets available on the web that Netgear provides:

  • A product warranty of 1 year for most networking products (Nighthawk, Orbi), and
  • 90 days of "Complimentary Support"

There have been numerous posts castigating Netgear for this deplorable level of customer support.  So, I wondered "what support do other networking vendors provide?"

 

I started with Asus (alphabetically), and after a lot of searching, I am unable to determine what support a customer actually gets when purchasing Asus networking gear.  "Limited product warranty" is about as specific as I can find.

 

Turning to the community, does anybody happen to know, what sort of warranty and support customers can expect from the major networking vendors? (Asus, D-Link, Google, Linksys, Ubiquiti, Arris, TP-Link, etc. etc. ????)

Message 1 of 12
schumaku
Guru

Re: Warranty and "Support" ???

ZyXEL Europe:

  • 2 years for standard consumer products
  • 3 years warranty for Products assigned to specific campaigns, (ex. Bestseller)
  • 5 years for unmanaged Switches, Security and Ethernet Connection Product group.
  • Limited Lifetime warranty on Switches ES/GS/1XXX, ES/GS2XXX, ES-3XXX, XGS- and M series, Business WLAN >3000 and NXC series.

Support single point of entry is via https://support.zyxel.eu/ 
Electronic email and phone support available (call-back) after filing a ticket here:

ZyXEL Europe Support.PNG

 

Free support is available during warranty time.

Limited Lifetime warranty is defined as the Lifetime of the product from when the product is launched and first supplied to customers in the EU Region until the product End of Life (EOL) announcement is made upon the local Zyxel Website.

The Business products will then be supported for a further 5 years after the EU Zyxel Service Centre makes the EOL announcement.

 

Sources:
https://support.zyxel.eu/hc/en-us/articles/360001287853-Products-and-warranties
https://support.zyxel.eu/hc/en-us/articles/360001287933-Warranty-Terms-and-Condition


Last but not least, the support is provided independent of a product registration, available to second hand owners - the only requirement is that the devices were sold in this region (what will be checked based on the serial numbers).

This is essentially the support model which made the Swiss ZyXEL distributor https://studerus.ch/ successful and always in the top notch supplier list for 30+ years extended to Europe which made the ZyXEL brand extremely popular in Switzerland and the German speaking countries.

Beyond me on how Netger can rank above ZyXEL in the German Chip magazine "
Leading Support 2020 - Das Siegel für vorbildliche Kundenunterstützung" test...

Message 2 of 12
CrimpOn
Guru

Re: Warranty and "Support" ???

Very impressive.  Can you explain a bit about the "Configuration Service (Paid)"?

Message 3 of 12
schumaku
Guru

Re: Warranty and "Support" ???


@CrimpOn wrote:

Very impressive.  Can you explain a bit about the "Configuration Service (Paid)"?


Start here: https://www.zyxel.com/uk/en/support/Configuration-Service.shtml

Message 4 of 12
FURRYe38
Guru

Re: Warranty and "Support" ???

D-Links site:

https://support.dlink.com/index.aspx

Scrol down the bottom of the page and select Customer Service Link. 

Message 5 of 12
CrimpOn
Guru

Re: Warranty and "Support" ???

Thanks for the link. It appears that for items such as a WiFi router, D-Link's warranty is 1 year on hardware and 90 days on software.  I have yet to find how long customers can "contact tech support".

Message 6 of 12
schumaku
Guru

Re: Warranty and "Support" ???


@FURRYe38 wrote:

D-Links site:

https://support.dlink.com/index.aspx


Not a trustworthy start...

 

Screenshot_20200621-205755.png

 

...and then it says for US Customers only 😳. The reason why I state this: Netgear does not offer phone support in most markets, too.

Screenshot_20200621-205954.png

 

Message 7 of 12
FURRYe38
Guru

Re: Warranty and "Support" ???

I don't see that security problem when I use that site. 

 

Also D-Link is a regional company thus different regions have there own support sites. Thus why you see US Only for the US region. 

 

Message 8 of 12
CrimpOn
Guru

Re: Warranty and "Support" ???


@FURRYe38 wrote:

I don't see that security problem when I use that site. 


Fascinating.  None of my web browsers report that issue with https://support.dlink.com/index.aspx (Chrome, Edge, Firefox, Opera).   It would not surprise me that one or more corporate web sites would have "issues" with their SSL  (such as Netgear last fall)   There was no "landing page" where the user would specify which country or region. I wonder how companies manage to direct web requests to different servers based on user location?  My nslookup for "support.dlink.com" comes up as 54.187.177.55.

Message 9 of 12
CrimpOn
Guru

Re: Warranty and "Support" ???

Looks like Linksys (Velop mesh WiFi) is one year hardware and one year technical support.

https://www.linksys.com/us/support-article?articleNum=156182 

Message 10 of 12
schumaku
Guru

Re: Warranty and "Support" ???

In the consumer networking business there is not much that fascinates me nowadays...


@CrimpOn wrote:

@FURRYe38 wrote:

I don't see that security problem when I use that site. 


Fascinating.  None of my web browsers report that issue with https://support.dlink.com/index.aspx (Chrome, Edge, Firefox, Opera).  My nslookup for "support.dlink.com" comes up as 54.187.177.55.


Both the current stable Firefox 77.0.1 and Chrome 83.0.4103.106 on Windows and the related builds on Android don't accept the page as secure for various reasons. Chrome is a litle bit ahead and does nag about oudated SSL already, among various other issues.

DL-FF.PNGDL-Chrome.PNG

Not my business to do consulting for Dlink.


Same IP here:
Name: support.dlink.com
Address: 54.187.177.55


@CrimpOn wrote:

@FURRYe38 wrote:

I don't see that security problem when I use that site. 


There was no "landing page" where the user would specify which country or region.


No idea if there is a plan ... like this for example?

dl_ch.PNG

FWIW: Yes, there is a Self Service Portal e.g. for Europe on https://services.eu.dlink.com/home/main/SSPLogin.aspx?language=E - after login (with a username requiring characters and numbers...) I can't find any details on the service and support levels available. 

Message 11 of 12
FURRYe38
Guru

Re: Warranty and "Support" ???

Not anyones job to. Users can use it or not. Doesn't bother me much as I've been using D-Links sites for years. No issues. Not a problem for me. 

Message 12 of 12
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