Terrible Netgear experience - avoid 'em!

B

bunner bob

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I just discovered my Netgear 802.11g router won't do Appletalk. That alone is a drag (plus the fact that I bought a wireless access point too so I could cover all of our rather long house, and cut out both UPCs from the boxes to send in for rebates - so I can't return 'em).

The real drag though is when I called tech support. I think I waded through 10 or more levels of the phone tree. When I finally talked to a technician (who by his accent I'm guessing is an outsource), he tiredly gave his canned response to the issue - "it's in your OS settings". When I tried to calmly explain further, hoping to at least get confirmation that it's an Appletalk issue, HE HUNG UP ON ME.

I then tried to contact Customer Service to complain about it. You can't talk to a live person there. It's phone tree hell - nothing but recorded messages.

I should have paid the extra dough and gone with Asante. They were good to me before. I'll probably end up Ebaying these and springing for the Asantes. I just hope my experience can serve others who are considering Netgear purchases.

- Bob
 
Most people haven't had problems with them. And why would you need Appletalk? Appletalk is pretty antiquated now :(
 
By "problems with them" I'm assuming you mean the routers, not the company.

I would need Appletalk because my fine Epson Stylus Photo 1270 (6 colors, very pretty, large format, etc.) has an attached Axis print server that requires it. Printer's a few years old but no reason to junk it. Unfortunately too many companies (and people) think that way. Hence the pretty but cheap construction of the Netgear stuff. My old Asante router was a tough, ugly metal thing.

The netgear stuff was such a good deal. When will I learn that you get what you pay for? Maybe now? No, probably not...
 
Caveat emptor? Always better to check on compatability before plunking money down, especially with older devices.
 
interestingly, I too had a bad experience with a netgear 802.11g router. the signal would just stop broadcasting for no reason. then later it'd be ok again. wasnt my service, cuz the cat 5 cabled computers were ok.

i went back to my trusty old linksys...
 
Randman said:
Caveat emptor? Always better to check on compatability before plunking money down, especially with older devices.
Click to expand...

I thought I'd done that by posting a question here before I bought. Lots of people chimed in about various brands including Netgear, but nobody mentioned the lack of Appletalk support. Perhaps not many forum members are still using Appletalk. Also, nobody mentioned their crappy phone service.

Good customer service is everything. I'm going to redouble my efforts to buy primarily from companies that have it, instead of just whoever can sell me something cheap.

- Bob
 
Maybe they didn't mention AppleTalk, because you did not mention you needed it?
In any case, we all now know. :)
 
Yea, Appletalk is pretty much a has-been now a days. Especially for us whom are running X...no need for it most of the time.
 
In contrast, I use a netgear 5 port hub and love it: slim, clean-looking, never had a single problem with it, but then again it's no router...
 
Well, Netgear responded to my irate comment form on their site. I got a call from a technician (again, offshore) and he worked through the problem with me. He actually called me back two more times after consulting with technicians. Bottom line is I can print Appletalk over IP, but not straight Appletalk.

Then, I got a SURVEY form from Netgear! I let 'em have it on the issues of being hung up on, and difficulty contacting a human, though I did acknowledge the efforts of their phone guy and his technicians.

I will probably shop elsewhere in the future, if only because of my experience in the Netgear phone tree. I like some of the Asante gear I've had in the past - nice rugged metal (though a bit ugly). In contrast the Netgear stuff looks sexy but feels cheap.

- Bob
 
What's the difference if the help guy is on the other side of the world, or next door? It should only matter if he helps you or not.
 
I recommend highly the usage of a Linksys router. I have two at home, one is new, one is old (about 4 years), and I have never had a problem. I also use them at client sites.
 
Randman said:
What's the difference if the help guy is on the other side of the world, or next door? It should only matter if he helps you or not.
Click to expand...

It doesn't make a difference where the help GUY is. I appreciate the help wherever it comes from. I'm talking about the practice of outsourcing, which I'm of two minds about.

On the one hand, I think creating better paying jobs in other countries is a good thing for the world as a whole. It's another pathway toward leveling out the global economic playing field. And if that means we Americans (which of course many on this board are not) have to end up with a few less jet skis, golf clubs, suvs, well, we've got more of those than we need anyway.

On the other hand, the corporations who practice outsourcing don't do so out of such a high-minded ideal. They want higher profit margins, both to line their own pockets and to raise the stock price, which - um - lines their own pockets (when their stock options go up). And they can sell their products cheaper, to consumers who seldom question at what cost that cheaper price comes - they just want it cheap. Until they lose their job. Wal-Mart is the usual example - they often site their stores in such a way as to pull business away from many smaller local stores from surrounding communities - hardware, automotive, clothing - driving many out of business as people choose low price or convenience over supporting established community businesses. I think that sucks. People worry so much about safety and security in our lives - strong community is a great defense against fear. Much better than money or cheap goods.

So I choose (or try to choose, or try to REMEMBER to choose) to buy from companies that I believe take the "quality before quantity" approach - well built products that can be repaired or upgraded instead of thrown away. And companies that choose to employ in their own community. Unless they're clearly on a mission to uplift some poor country or village somewhere, instead of just lining their pockets on cheap labor.

That's the short answer anyway... :) It's a complex issue and I can't say one way is absolutely right and the other absolutely wrong.

- Bob
 
Now I find two of my rebates were rejected, with the excuse given as "no receipt", even though I sent in a copy of my order confirmation. Apparently they're picky and there's something different about a receipt (which I didn't get in my buy.com order). This isn't too surprising. Many rebate offers are as close to a scam as possible, requiring very specific info with the expectation that a certain number of applicants are going to screw up and so invalidate their rebate claims. Thus they can claim a low price to lure you to buy the product, and end up collecting more money.

Email enquiries to "rebateinfo@netgear.com" (address given on Netgear website) were bounced since this address apparently does not exist.

Why does this not surprise me?


I did manage to locate a printable "receipt" on buy.com - looks a little different than the "order confirmation". We'll see if they decide to honor this one.


Quality of customer experience is important to me. This is just more impetus to avoid doing business with Netgear in the future.

- Bob
 
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