EXTENDED SUPPORT & WARRANTY W REPALCEMENT GUARANTEE - WITHDRAWN WHEN SUPPORT FAILED
HAS ANYONE HAD A SIMILAR EXPERIENCE?
I PURCHASED THE ABOVE DEVICE AFTER OWNING TWO OTHER NETGEAR PRODUCTS THAT WERE ROBUST AND SATISFACTORY. UNLIKE THE OTHER TWO, FROM THE BEGINNING THE C7100V HAS DROPPED WIFI, PHONE AND SOMETIMES INTERNET. FREQUENCY WAS EVERY THREE OR FOUR WEEKS, USUALLY REQUIRING A HARD REBOOT. THE ISP BLAMED THE POWER COMPANY, SO I BOUGHT AN UNINTERRUPTIBLE POWER SUPPLY. I CAN SURVIVE INTERRUPTIONS IN INTERNET SERVICE, BUT MY WIFI CONTROLS MY HOME'S THERMOSTAT, SECURITY SYSTEMS, AND SKYLIGHTS.
WHILE I WAS OUT OF TOWN THE ROUTER CRASHED (THE MODEM WAS OK), AND MY THERMOSTAT RAN MY AIR CONDITIONING 24/7 (ARIZONA - OUTSIDE HIGHS WERE 110F); MY SKYLIGHTS WERE FROZEN, AND MY SECURITY SYSTEM VANISHED. I CALLED NETGEAR SUPPORT TODAY AND WAS ADVISED TO PURCHASE A NETGEAR 90 DAY WARRANTY AS MY MODEM/ROUTER WAS NO LONGER UNDER ORIGINAL WARRANTY, PURCHASED 2 YEARS AND 20 DAYS AGO. IT WAS REGISTERED. I DID NOT COMPLAIN EARLIER NOR RETURN THE DEVICE. TODAY I WAS TOLD THAT IF THE DEVICE COULD NOT BE FIXED OVER THE PHONE - VIA THE EXTENDED WARRANTY - IT WOULD BE REPLACED WITH A NEW IDENTICAL DEVICE. NETGEAR SUPPORT PHONE SERVICE INFORMED ME THAT THE CALL WAS RECORDED. AFTER NEARLY 3 HOURS ON THE PHONE WE PERFORMED A HARD REBOOT AND A RESET, MOSTLY JUST THREE HOURS OF HOLD TIME MUSIC. THE INTERNET STILL WORKS ON AN ETHERNET CABLE - THE WIFI IS OUT STILL. NETGEAR'S TECHNICIAN INFORMED ME THAT NETGEAR'S POLICY HAD CHANGED (APPARENTLY DURING THE CALL), AND THE BROKEN DEVICE WOULD NOT BE REPLACED AFTER ALL. I SHOULD BUY A NEW NETGEAR UNIT. NO DISCOUNT WAS AVAILABLE, BUT MY EXTENDED SUPPORT/WARRANTY COST WOULD BE REFUNDED. IN THE AGREEMENT THAT NETGEAR WROTE , SECTIONS 24 AND 24.1 SPECIFY THAT FAILED ITEMS WILL BE REPLACED UNDER THE TERMS OF "THE AGREEMENT," PROVIDED THAT THEY ARE REGISTERED; MY DEVICE WAS REGISTERED. IT APPEARS UNFAIR - IF NOT DECEPTIVE - TO SELL ME PRODUCT SUPPORT, TELL ME IT IS BACKED UP BY REPLACEMENT GURANTEE IF SUPPORT FAILS, THEN CANCEL THE CONTRACT WHEN SUPPORT DOES INDEED FAIL. BTW, THE CONTRACT WAS PRE-POPULATED TO AUTO-RENEW AT THE END OF THE WARRANTY PERIOD.
I HAVE NOT HAD A SIMILAR EXPERIENCE WITH A HARDWARE VENDOR. IS THIS A COMMON EXPERIENCE FOR OTHERS? ANY ADVICE ON A SIMILAR PRODUCT FROM AN ALTERNATIVE - AND MORE ETHICAL - MANUFACTURER?
Re: EXTENDED SUPPORT & WARRANTY W REPALCEMENT GUARANTEE - WITHDRAWN WHEN SUPPORT FAILED
Hi RICKVAN09,
Good day!
Welcome to NETGEAR Community!
First of all, we do apologize for the inconvenience of not getting back to you immediately due to the backlog in the system. Do you still have this issue? Please DM us your case number so we can take a look at it. We will going to replace your Netgear product as long as you are still within the hardware warranty.
