"HORRIBLE CUSTOMER SERVICE."0.5 starson by Cobbie000
Pros: The router work fine for 6 months. No problems until a storm zapped the router! see Cons
Cons: Routers stops working after storm. I follow Netgear's troubleshooting instructions to the letter to no avail. then I call customer service to get to tech support. Good luck navigating through their phone system. to speak to a human being.
Summary: With their Byzantine customer Service procedure. it took me 3 telephone tries to finally get thru to a person. If you make a selection for tech support a recording provides you with another phone number to call. unless you are a reseller! If you cannot select 0 to bypass their menu and speak directly to a CSR. If you are lucky to finally reach someone you might think Hallelujah, but that's only the beginning of your problems! Netgear only honor tech support 90 days out from purchase. Although they claim that they will honor their 1 year warranty for their product. While speaking to the Tech named Scott, He made his attempt to sell me trouble shooting for a fee. I told Him I have no need to pay for troubleshooting for something I already know THE ROUTER IS DEFECTIVE! Scott retort that the router could have a configuration problem. I tried to tell him that there was no configuration problem. THE ROUTER was zapped by a recent storm! I called because I need a Return Materials Authorization (RMA) number as per the warranty info printed on the site. Per Netgear's site you should not send your product back to them without this RMA. The only way to get a RMA is to 1st pay Netgear a fee for troubleshooting(if after 90 days). the fact that you paid your money for a product that is still under the 1year warranty is immaterial to this company. As I began to retort this Tech Names Scott had chosen to place me on hold while I was in mid sentence, thinking I would get frustrated and Hang the phone up because he felt i was a unruly customer. Well I waited on the phone for 25 minutes for Scott to return to the phone(I guess I was disrupting his stats). After being on the phone for a total of 35 minutes Scott returns to the phone and WHILE I WAS IN MID SENTENCE REQUESTING A SUPERVISOR, SCOTT HUNG THE PHONE UP ON ME! I calmly redialed the telephone navigated my way again through Netgear's horrible phone system, asked to speak to a supervisor. After waiting again for another 10 minutes, I had chosen my words very carefully to inform the supervisor by the name of Marvin. That I didn't care If I spent $5 or $5000. I AM STILL A CUSTOMER! I have never been treated with such contempt form a company even when I had a disagreement with them. I continued to inform Marvin that I WILL NEVER EVER BECOME A CUSTOMER OF NETGEAR'S AGAIN! Every chance I get I will put Netgear on blast because of their abysmal idea they call customer service. Why should I pay a fee to be told what I already know. Netgear DOES NOT HONOR THEIR WARRANTIES( UNLESS YOU PAY AN ADDITIONAL FEE FIRST) I thought a warranty was included in the price of purchase of your product. Netgear is not an Honorable Company. Don't let your router break! Good luck getting a fair deal with them. If i were your and you were shopping for anything Netgear sells. Save your money or spend it on a competitor!
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