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M5300-52G-POE+ (GSM7252PSv1h2) ProSupport Warranty Issues
I purchased (5) of the M5300-52G-POE+ (GSM7252PSv1h2) switches and have been running them in a stacked configuration since installation without an issue. I have ProSupport on all 5 of these switches valid until March-2018, and I have submitted a trouble tickets for each through the my.netgear.com support page without an issue. My issue is with the actual lifetime warranty that I thought came with these switches, which is why I've kept my ProSupport subscription up-to-date. After speaking with ProSupport they verified that both switches need to be replaced, but they don’t have any replacements in the “warehouse” right now. They tried to offer replacing the (2) 48 port POE+ switches with (4) 24 port POE+ switches, but I don’t have the rack space to do this, plus my (2) existing switches have AX742 24GB stacking modules installed on them, so if I were to go with (4) replacements I would have to purchase (2) additional AX742 stacking modules to get the 24GB stacking speed I currently have. When I convinced my company go with Netgear and drop the +$11K on all 5 of these switches 19 months ago, I assumed that as long as I kept my ProSupport up to date I would actually get support and assistance replacing these switches when they failed. Does anyone have any recommendations on how I can get Netgear to honor the warranty and replace the (2) switches that they have already determined ARE eligible to be replaced IF they ever get any more in the warehouse. I'm on hold with ProSupport again to try and get an update (over 50 minutes now waiting and I havent even reached a live person yet). I'm starting to realize that though these (5) Netgear switches were nearly 60% less expensive than their competition, at least their competition would have taken care of the warranty issue by now, especially since I have proof of purchase and a current ongoing support contract. I'm in shock that I could pay $2100 for each of these switches, along with ProSupport, and still be left in the cold when I have a legit product failure that is covered by the warranty. I'll reply to this message as soon as I have an update from ProSupport. Please feel free to comment and give me any advice on my situation. Thanks in advance, Ted W. P.S. - I also need to purchase (2) new switches for another branch location, but I'm now afraid to go with Netgear if their lifetime warranty support won’t actually replace a 19 month old switch when it actually fails. I’ve gone with their competition before, and while they are about 60% more expensive, there were never warranty issues while I maintained the ongoing support, and equipment replacement under warranty was simple and easy. I guess you get what you pay for.Solved4.4KViews0likes6Comments
