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Netgear's Customer Service Stinks

What is Netgear's customer service all about????

I have a modem (DM111P) which will not power up. I contacted the customer service online to be told to call them. I have just spent 25 minutes on the telephone to the call centre in India.

All the operator wanted to know is what lights were not working and failed to understand that I cannot even get the thing to turn on.

Out of the 25 minutes I was on the phone 20 were spent when he kept putting me on hold. When I finally got through to him that I coudl not get the modem to turn on he told be it would cost me $38 dollars - to us English about £17 to send the modem back to them. It only cost £22 in the first place. Eventually it has come down to me having to pay the carriage.

The frustration comes as this si the second time I have been left fumiong with their customer service. The last time was actually getting the thing to connect and after spending 1.5 hours on the phone to customer service - which cost me £15 - they told me I needed a firmware upgrade.

As it is this is a replacement for one that failed after three weeks - I don't think I will be choosing Netgear some time soon.

GET YOUR ACT TOGETHER NETGEAR AND PROVIDE THE CUSTOMER SERVICE THAT SHOULD BE EXPECTED. LET'S ALSO HAVE A EUROPEAN BASED CALL CENTRE.

Lostockkid
 
l know what you mean about the indian call centre crap, but regardless of what we want.. and we want tech support who can do something and that we can understand.. well in perspective thats a pipe dream, all companies these days dont give a rats about customers and all they want is to make a turnover in business, which is why they hire ppl they can pay a few quid a day in indian call centres while they pocket the rest...

in short why pay minimum wags when you can hire indians for less.
 
Exactly Timeless.

I don't blame the Indians - hey it is work - but more than likely the line is poor and the don't understand what you say. It happens with all the call centres that are put 'off shore' as the corporate speak says.

Above all we pay top rates for the calls and they take twice as long as you have to explain everything three times.

When I had my problem three months ago I tried to track down someone in the UK management to speak/write to their presence is hidden. Come on show yourselves is what I say.

Incidentally, me similar post was pulled down off the Netgear forum within 10 minutes - so there is someone out there!

Lostockkid
 
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Maybe we should have a post for tech support that is actually half decent. I've also used Netgears support a few times, the first go it was very good but this was some years ago and i seem to remember it being UK based then, well at least European. The last few times I've used it, I've felt i knew more about the product than they did.
 
actually l think in all honesty great they are outsourcing to india well that been the case then there should be some kinda law put on "pay" not that l like the idea of outsourcing to india (since that put us english out of the job) then they should pay minimum wage to them why should they get away with paying less they can obviously afford it since most of these call centres use premium rate numbers... take AOL 7p a min which adds up since you usually have to spend allot of time waiting if you dont know the bristol number thats just the one l know of... lm sure other places charge more..

suffice to say it should be made against the law to outsource for cheaper because at the end of the day they wouldnt get away with it in the UK hiring one of us guys, maybe it would make them think twice about letting us receive poor technical support due to them only training them with a script and not several manuals and someone with actual access to do something outside their scripts.

(please note: l have nothing against indian ppl l just dont like the fact that most tech support these days hardly speak english, nor do they have access to really help... for a advanced user like myself l hate been told my computer is the problem and also in AOLs case l wasnt connected every time l went to support because l didnt use their modem... the fact of the matter was l didnt even call them for problems with the modem but regarding MAC codes and or the time when they edited the T&C's but they still had to go through their scripts telling me how to setup the modem and that my computer was the problem 0_0)
 
Netgear are a rip-off

I myself have just telephoned Netgear and also got an indian call centre. They told me that y warranty had run out and that I would have to be transferred to another centre to renew my warranty. This call centre told me that it would cost me £50.00 for six months (the Netgear only cost me £60.00). I refused to do this, as all I wanted to know was how to connect a second computer to my netgear via the wireless adapter, because I had lost my disk. I was then informed that if I paid £25.00 for a 30 minute phone call they MAY BE able to help me. I consequently told them in no uncertain terms that there company was crap. Funny though, I have tried every which way, but cannot find a contact email to complain!!!!
 
I agree, It has also been my experience that their technical support must be the worst I have ever come across.

I made a decision to move away from Netgear to avoid having ever to deal with their technical support.... I started by purchasing a new ZyXEL 662HW router... a real beauty :-)
 
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yup same here, bunch of useless pricks, straight thru to a practially silent indian that couldnt under stand i was on vista, and that my connection is so unbelivable slow i would be better of with a 56k line, useless ****'s if u ask me, my d-link router was better then this!
 
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