Another Dead Router - Netgear Support Sucks
Over a year ago, I started having problems with my Netgear wireless router. Everything worked great except that it would block incoming port 80 traffic at random times. I love Netgear, because their UI's are great, and their wireless signal strength is unbelievable. At the time, I wanted to get a router that I could rely on, so I opted for a business class router from Netgear, the FVS114. I still use the wireless router as an access point, and it still works great.
The new router worked great for months, until it started blocking outgoing SMTP traffic to certain servers. It sounds extremely unlikely, but that's the conclusion I made. From any other location, I was able to access the servers just fine. If I would bypass the router on my own cable modem, it would work just fine. To make things worse, it was intermittent.
Netgear tech support was a nightmare. I first opened an online help case, and they didn't know what was wrong. They told me to call and 800 number, and they would be able to help me. What ensued afterwards was horrific nightmare that I wish I could forget.
Of course I had to first talk to a guy in India that barely spoke English. I later found out that he put the name "Sara" on my case instead of "Jason". Yes, it was that bad. I explained the problem to him, and I was able to answer his questions before he could even finish them. It was apparent that he actually knew nothing about routers, but had some common technical problems listed on his computer.
He asked me if I had the outgoing SMTP port open, and I told him that I had ALL outgoing ports open, which is the default. He then told me to set up INCOMING SMTP ports. I asked him why that would matter, since this is outgoing traffic. He didn't have an explanation, but I did it anyway. Surprise, that didn't work!
He then asked me to do a factory reset, which I had already told him multiple times that I had already done. At this point I was starting to get agitated. He asked if the outgoing SMTP ports where open. I told him "I did a factory reset, you should know that ALL outgoing ports are opened by default on this router". It didn't even phase him. He proceeded to ask again. This was clearly someone that didn't understand what he was doing.
Eventually, he wanted to remotely access the router. I told him that it was all set up for that, and I could give him the address to connect. He then proceeded to tell my how to set it up. After interrupting him 3 times, he finally got the point that I had it set up. Then I had to tell him the URL. He should know that the external access requires "https", but we obviously can't make any assumptions. It took a couple of minutes just to tell him the address.
He then told me to open up the outgoing SMTP ports. Yes, I am not kidding. I explained once again that they were already open. I also explained that HE had control of the router, not me, so I didn't know what he wanted me to do.
I eventually told him that I wanted an RMA, or our conversation was done. I repeated it over and over and he said he would escalate my case to level 2 support. I then went on the website and told them that their level 1 support was useless. I got a reply saying that they would escalate that case as well. The next day I got an email from a tech support guy saying that they would RMA the router.
I waited a few days, and then I got a call from Netgear. It was level 1 support, and they wanted to help me figure out the problem. I told them that we had diagnosed the issue, and was told it would be RMA'd. He transferred me to level 2 support. Level 2 support asked what the problem was, and I explained the whole situation again. I had to raise my voice for them to finally say that they would RMA it.
Do these guys get fired if they RMA one of these? This was absurdly ridiculous. My time was worth more than the cost of the router. I should have bought a new one right away, and just thrown the old one away.
I ended up sending in the router, and amazingly, 4 days later, they sent me a brand new one. The interesting thing is, I just sent back the router, and they sent back an entire new retail package. I'll probably be putting it on eBay.
I'm actually using a virtual router now, and it's working pretty good. I'll be talking about that in a future post.
I just went and bought a new router. The frustration with their support was not worth the hassel. They refused to RMA my DOA router because it was ordered a year ago to the day i called thus the 1yr warranty had exired. Even though I didnt obviously receive until a few days later in any event. That was not where my furstration was. My frustration was that they finally agreed to replace it if I fax them them the purchase order. Here’s the kicker (you simply CANNOT MAKE THIS STUFF UP). I was then on the phone for no less than 45 mins because they could not find the fax number for me to fax it to and the indian dude said that access to http://www.netgear.com was blocked for them and he couldnt get to it!!!! Shocked by what I heard, I confirmed and said, “so you are telling me that Netgear support cannot get to http://www.netgear.com?“. He said “yes sir, this is true”!!!!!!! there was a lot more, similar to what you all noted in terms of how literally clueless their support is but I thought I’d share this one piece which I actually found to be hilarious (though frustrating as well).
i guess you’ re just one of those guys who pretends to know everything about what they’re calling for yet still called technical support huh!? too bad…I hope there’ll be no more of you…
Answer this:
If I DO know what I’m talking about, and have a bad router, how do I get it replaced without calling?
Are you suggesting I buy a new one?
NETGEAR SENT ME A SURVEY 2 WEEKS AFTER I E-MAILED FOR SUPPORT. THEY NEVER ANSWERED THE SUPPORT QUESTIONS, NEVER CALLED, ETC.
DO YOU HAVE A FAX # FOR THE SUPPORT (OR SO-CALLED SUPPORT)?
I agree to the previous comment from tech support from another company. If you are a techi person you don’t need to call for support! One thing, if your going to purchase any device make sure you know what your purchasing! ok? Go home and plant kamote! ^_^
Wow, we have some rabid tech support people from other companies here. I guess the clueless techies are not just at Netgear. Sadly, I too I have gone down this Netgear Tech Support hell run. I got got a Netgear Draft N Wireless Router and it worked great for awhile. It then failed completely. I got an RMA from, yes you guessed it, tech support at Netgear in India. The new one arrived and I returned my old one. It has been over a year and now the replacement is now intermittently blocking outgoing SMTP traffic. Web browsing, gaming, incoming mail are all working fine. After the research I have done this morning, I think I will stay away from Netgear units even though they do have tremendous range on their wireless. What good is wireless range if you cannot use it all the time?
I forgot to mention, my Netgear Wireless access point at work bit the dust yesterday too. Sadly it is just outside of the one year warranty.