Netgear Tells Customer to Call Geek Squad -- WTF?

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bhusebye

About 10 years ago I was deinstalling DSL routers at AT&T pops because no one would buy the service because it was too slow.  Guess what its still too slow.  Wondering if your provider is running a scam on you, or just out of business, or didnt pay their bill.

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sdcat

DSL modem/router combo...is this modem listed as compatible with your ISP? Could it be your ISP's fault? some settings not doing right?

Reading the original post, I do think the end user not very techie. Also who knows may be GS really is part of NG's support team.

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schneider1492

even if it was you don't tell someone to pay someone else to fix it! i bet if he had not only would he have paid GS more than the router was worth just to tell him its dead, but net gear would probably blame GS for breaking it and tell him to have GS replace it. By-by net gear market share, not that i ever bought from them but this ensures i never will.

P.S. don't buy router/modem combos, its like a lcd with a dvd the extra heat in that small package does not disperse right and they go out faster/easier.

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Felonix

Nope. The first thing I did was go through all of that. Netgear even had me changing all of the settings (that I had already changed to work once) again. When you looked at the router/modem, only 2 of the 5 lights that should have been on would come on, and it never recognized either of my computers when I plugged them in. When I eventually did get it to work, all the settings were exactly as they should have been and still are with the replacement (exact same model) that I've had for about 5 months now.

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Felonix

I've had similar issues with Netgear. My router/modem combo from Netgear gave out on me after only a month and a half of owning it. I ran all the diagnostics and everything, no go. So I called Netgear and was welcomed with an unfriendly Arabian sounding woman. After 2 hours on the phone with her troubleshooting, we were accidentally disconnected. Damn. So I call back, get a guy this time. He makes me do it all again. He put's me on hold 2 hours later, which is where I stayed for another hour before giving up and calling back a third time. This continued over the course of three days and 12 phone calls. By the 12th phone call, I was so angry I told the man that I would rather buy a plane ticket and come over to India to kick all of their a$$es until there was no tomorrow than buy another router. He put me through to management who promptly sent me a new router/modem. Needless to say, when this one breaks, I will never deal with Netgear again.

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Desynced

I work for a local owned repair company and sometimes if we're out of Linksys (business customers) or Trendnet (residential), we'll stop at Best Buy to pick one up and write off the price difference.  Last week I had to do this and I knew what I wanted, but there wasnt any left on the shelf.  So I asked the Best Buy employee if they had any more (alot of times they do in a box on top of the shelf that they have to lower down) but instead they started trying to defer me to a Netgear router instead.  Every feature that the Netgear has, the Linksys one I wanted did also.  They eventually went to the kiosk and looked up the Linksys I was asking for and they had 4 left in stock, but they werent able to find them.  "Sometimes our inventory is not 100% accurate." was the reply. You think?

 

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davidflory

Those 4 Linksys are the ones they took home... ;-)

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solidsnake1298

I worked as an in-home technician for Geek Squad in 2007.  While I was with GS we were strongly encouraged to sell Netgear routers over other makes because it had a higher profit margin, probably because of a deal that Best Buy and Netgear had.

So it doesn't surprise me that Netgear would do something like this.

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Eoraptor

Whether or not the complaint itself is real and unadulterated (I smell shenanigans myself) It really is symptomatic of the home-router market... It used to be you could buy a wired or wireless router or dumb switch and expect it to run trouble-free for five to ten years (how many of us here STILL rely on some iteration of WRT54g? or know someone who does) and even with older routers from USRobotics, Netgear, Buffalo, etc, most problems could be solved by either turning the thing off for a minute or reseting the box with one button.

Now we find increasing levels of hardware failure and software fubar, routers with internal non-pointable antenna, reduced transmission rates and ranges (notice how many laptops and USB adapters out there can't communicate on 5ghz wireless N?) and general "got your money now sucker, tough luck!" attitudes from the industry?

I knew bad news was coming when Linksys switched from screw on solid antenna to pieces of soldered-on wire in a plastic tube, but seriously, at what point does the all-mighty quest for the bottom line end? I shouldn't be spending more time on ebay looking for old Linksys gear for sale than I do at new sales sites like Newegg looking at current products when a customer needs to network their kid's new laptop in.

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deadsenator

It's almost like the products are shipped out the door with a "Gee, I hope this works." attitude.  Every one of them was ok up to a point (at best).  Most of them would break with any sort of custom setup.  Their support structure is terrible and they will discontinue and abandon support/firmware for a product that causes too much trouble for them (and the customer!).  I will never buy one of their routers or switches.

I help my friends and family with all the tech stuff and I will typically steer router recommendations to Linksys with DD-WRT.  It's best to avoid Netgear altogether. 

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lathode

This "news" update is kind of lame as well as some of the replies. We don't know if this actually happened and if it did 1 person in tech support does not represent an entire company. For all we know the customer doesn't know the difference between a CAT5 cable and a coaxial cable.

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arosadler

So which one do you work for, netgear or geeksquad?

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schneider1492

i second that! you must be a PR guy for Netgear! now you have to realize as a tech support agent you are the only person in that company that talks to the customer. that makes what comes out of your mouth more important than any PR guy.

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Trooper_One

I had a Netgear product waaay back.  It was just 'okay'.  After reading this, it tipped into the 'NEVER AGAIN' category.

Amazing, they want their customers to pay $139/hr for a $79 unit.  What incompetent tech support.

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alvasten

Could be the customer was getting an ID-10-T error.

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BAMT

Maybe when the tech heard how stupid/simple the complaint/problem was he or she redirected it to the Geek Squad.

(I didn't read the original complaint, so I don't know if it was dumb or not. No offense to the source.)

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noobstix

That's something interesting....I guess if your Netgear router goes bad, might as well call the "Nerd Squad".  Seriously, what the hell kind of people work for Netgear when they have to suggest calling the Geek Squad?  I mean, it's a Netgear router, not a Best Buy router.  I guess I'm glad I still have a Linksys router because I'm pretty sure Cisco could diagnose a router issue better than the G.S.

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