Can't raise hardware replacement request at https://my.netgear.com/requesthardwarereplacement.aspx

[Pro4TLZZ]

Hi,

I am trying to request a hardware replacement for a faulty switch but i'm getting  a 5xx error.

A few days ago I was getting a 5xx error when logiging to the site so we are making progress.

Can someone from support help me?

This was what I was trying to send in the request:

Hi,

I purchased this prosafe switch 3 years ago.

Unfortunately it has stopped working recently.

1st Problem - All interfaces start blinking and network traffic stops completely. I have to power cycle to solve this. There is no pattern to this, just happens randomly.
Because of this I disconnected it from my home media devices and moved it to another part of my house to closely monitor.

I have it connected to my work laptop now and its doing a similar problem which is not broadcasting any network traffic and not activating any interfaces without a power cycle. I am using verified ethernet cables which have been tested.

Can I have a replacement please? I understand this has lifetime warranty

Thanks 

[schumaku]

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@Pro4TLZZ wrote:

I am trying to request a hardware replacement for a faulty switch but i'm getting  a 5xx error.

A few days ago I was getting a 5xx error when logiging to the site so we are making progress.

---

Is this URL called from the my.netgear.com process where you see the registered devices, in an attempt to request a replacement?

Have not seen this URL for a longer time (luckily hardware replacement is very are), when looking now we see just the "Request hardware support" button these days:

 

[Pro4TLZZ]

hi thanks for getting back to me.

Its from my netgear > view products and then request hardware support.

its now worked so I have a ticket created.

My next problem is that the send button on the support ticket page does not work

edit: 

The support ticket has a limit (max characters) on the request body.

But I couldn't submit further comments to the ticket, the submit button isn't clickable.

I used the dev tools on my browser instead to submit the comments
sendComments() done the trick

[schumaku]

Just another customer and community member here, not Netgear.

First impression I had was if on the first text input field the 250 chars was exceeded (warning shows), and even on shorting the text, the submission seems to be unreliable, ending on a 500.

Attempting with just 250 chars, I was able to submit. The submitted ticket became visible, and adding some more comment was possible (without claiming this is anywhere near a full test). No tricks required, but who knows 8-)

Dear @YeZ can you please forward this to the Web/App development team please? Such pages should work for the customers reliable and trouble-free, even with potentially aged browsers.

[Pro4TLZZ]

So guess what?

My replacement switch has died already.

I can't make a support request as i have the exact problem as last time when I make a support request.

Error 500 which is server side.

Clearly netgear don't care about their customers or their support because they can't even fix their own ticket creation form.

Stay away from netgear, they are useless.

[DaneA]

@Pro4TLZZ,

What is the model of your NETGEAR device that needs replacement?  

Regards,

DaneA

NETGEAR Community Team

[Pro4TLZZ]

Prosafe gs108

Thanks

[DaneA]

@Pro4TLZZ,

Thank you for your response.  Kindly access the GS108 product support page here then click on the Guided Assistance button and follow the online instructions in order to have your GS108 switch be replaced.

Regards,

DaneA
NETGEAR Community Team

[Pro4TLZZ]

there isn't any option to raise a support ticket, only a phone call

[Pro4TLZZ]

Also I can't view my cases because there are too many redirects from http://my.netgear.com/cases.aspx

The support experience with netgear is absolutely horrible. 

[DaneA]

@Pro4TLZZ,

Kindly provide the following details below via private message:

1. Serial Number of your GS108 switch
2. Your preferred call back number
3. Your e-mail address
4. Your time zone

Regards,

DaneA

NETGEAR Community Team