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Called support at Netgear on 12/28/09. Was told product not under warranty. I was cut off from the conversation. I called back with a different telephone number as I tried previously on the original line and was dropped by Neatgear's telephone system. WHen I called in on my cell phone, my call was routed. Once connected again, I was instructed to call "Gearhead", Netgear's subcontracted out of warranty service provider located in India as is Netgear's telephone support. It is my belief that Netgear queues out of warranty customers to a drop list. I was assured by Netgear that Gearhead could resolve my issue for a cost. I agreed to a six month contract, with reservation, but was promised an additional month for the same price. When I received Gearhead's confirmation contract email, it only listed a six month contract. Once I was connected with a technician named"Balla", I remained on the line with him for 70 minutes to only find he was not able to resolve my issue. He mentioned he would connect me with an experienced technician. I waited for 15 minutes while he attempted to connect me. He came back to say he would have the tech call me back. No call came. I waited appx. 3 hours. I called back only to be reconnected with Balla who again thought he could assist me. After another 40 minutes of failed attempts he mentioned he couldn't help me. In the process of his assistance, one of the computers I was attempt to connect experienced a fatal crash from the instruction and guidance of this technician. Balla mentioned once again a senior technician would call. No was ever call received.
The complaint has been investigated and resolved to the customer’s satisfaction.
I canceled the Service Contract and the person I spoke to couldn't have been nicer. I wish the 3 - Tech Support people I spoke to were as professional and polite. The issue I called for help was with "Windows Fax and Scan". Gearhead said since the issue was dealing with Faxing, that the problem was with my fax machine which was not covered. I argued the problem was with Windows software on my computer. I don't have a fax machine I have a HP Photosmart 7510 which is a printer, copy, scanner.
I hope to receive my credit in the 3-5 days they promised.
I've had the service for 2yrs. Used it once. Renewed it for additional 2 yrs & needed support. Spent >2hrs talking to 2 different support people. They could help me but needed access to my computer. When they took control of computer - the calls were dropped. No call back. Next night 2 more hrs and I was told the issue was not covered. I tried to cancel the service Contract imediately and was cut off. On hold today for 35 minutes and counting to cancel.
I just got off the phone with Gear Head and they were so thorough I bought the 2 year service contract with them. Fixed perfectly my networking problem and they piped right into my computer to fix the problem. As another poster said, there was a little bit of an accent as they are of course from India, but they got the job done and didn't have any problem understanding me. They don't rush and they do spend time with you. Very grateful for them!
I have found Gear head to have excellent support - over a 3 year period they have taken over my computer and fixed all issues. Since the support is coming out of India, sometimes there is a language accent problem but that hasn't deterred them from fixing my problems. They take all the time necessary to fix your problem, which I like because they don't rush. They take control of the computer and try different approaches until they work. I have learned much from just watching them. Sounds like the review above had a bad experience. If a lower level tech can't fix the problem - just ask for an upper level tech - has always worked for me.
Netgear only wants your money and won't support or replace bad gear.