Netgear support is severely lacking
by Brian N. - Posted Wed March 21, 2012 @ 9:08 AM
I purchased the FVS318N two weeks ago at Staples. I have a issue with the DMZ VLAN. I put in an online support case that was supposed to have been addressed in 48 hours. Today, after 2 weeks I get this form letter:
From: NETGEAR Support [mailto:email@example.com]
Sent: Wednesday, March 21, 2012 8:40 AM
To: Brian Noftsier
Subject: NETGEAR Support case #18032048
This is a follow-up email regarding your recent contact to Netgear. I am writing regarding an open issue on your system under case number 18032048. I want to make sure that the problems you have with your system have been completely resolved.
If you need further assistance with this request, please update your email support case by clicking here:
Through this link your case can be closed if your issue has been resolved, or updated with additional information.
Additional setup questions, troubleshooting and tutorials on advanced configurations for your product can also be found by visiting our product knowledge base at http://support.netgear.com and by typing in your product model.
Thank you for being a valued Netgear client. Have a great day!
I cannot convey the outrage at getting a generic form letter with no useful information. I called the 800 number and they wanted a credit card number. Netgear is not getting any more of my money.
Fix your lousy support and provide a better product. I made the mistake of buying a "business crap" piece of garbage from Netgear. Luckily Staples has a good return policy. I do network consulting as a career. Netgear wasted 3 hours of my time I should send you a bill - my labor rate is $65.00 per hour.