NETGEAR Switches Customer Service and Technical Support

Josh Duguid
Systems Consultant at DBI Systems
My first experience with NETGEAR tech support wasn't fantastic. When I was having issues trying to get the IGMP sorted out, I called tech support. They wanted me to pay to talk to the tech support, and I had literally bought the switch two months ago. I expressed my frustration to that. I was like, "There is no warranty and no actual support for the product that you just sold me?" That is when I involved a a guy who was much smarter than me out in Toronto, and had worked with these types of issues before. Eventually, when I posted on the forums, however, I had great support. When I posted on their NETGEAR forums, I received some emails and phone calls from NETGEAR tech support. They had me to do some packet captures and send information. From what I know, they actually based one of their firmware updates on some of the issues that we were having. My first instinct when I have tech support issues is to try to get somebody actually on the phone, and getting through to the right person on NETGEAR's general number was a bit challenging. However, when I reached out through their web forum, it was pretty good. Not only did I get some great advice and support from fellow NETGEAR users, but I also had engineers directly following up with me. Then, the same person that emailed me was also the person that called me, so I had a single point of contact from then on, which was nice. I wasn't caught in a customer service black hole. View full review »
Jaret Carlson
Owner at Alpha Tech
Overall, tech support has been good and bad. The first deployment I did, I needed some help but their tech support didn't even know about the products because they were so new. That was months ago. I needed help because I didn't quite understand the licensing and I wanted to talk to somebody. They were a little mystified too. I got past that. When I did an install about a month ago, I needed some help with the VLAN stuff. It ended up being my fault because of the way I was tagging things, the way I had set it up. NETGEAR support walked me right through, noticing the problem and helping me get it fixed. The person I got on the phone blew me out of the water. He just knew everything. He said, "Oh yeah, no problem. Do this. Do that." He walked me right through it. And he spoke English, which was good. I'm a little different than a normal end user because I have a partner relationship. On that one I was getting frustrated and I called my partner rep directly and he put me right into tech support. I don't think I went through the normal channel on that one. View full review »
Kiersten Saltwick
VP, Accounting and HR at Parrish Consulting
When we have problems using the interface, getting NETGEAR support is a little difficult, but once you get to the right person, they can help you sort things out. They're working on making it easier to get to the right person. They are trying to get their resellers more support and better support more quickly. There's still some room for improvement there. I would rate tech support at six or seven out of ten. It's not terrible. NETGEAR is the premium product for small to medium-sized businesses, and they need more support than, say, a large business, which has an internal IT department that can support the user individually. So when we reach out to them, it should be easy to get someone on the phone or through chat who really understands the product. They're still trying to teach their own staff about all the different functionalities in Insight, so that's where there's a bit of a disconnect. View full review »
Find out what your peers are saying about Cisco Catalyst Switches vs. NETGEAR Switches and other solutions. Updated: September 2019.
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Ryan Baskharoon
Operations Manager at DLL Technologies
Tech support is phenomenal. They've been great. They've always been there when I've needed them. They've called and remoted in if I needed them to look at certain issues. They've been wonderful. They've always performed at 100 percent for me. They've always been great to me and our company. View full review »
Jess Holderbaum
Senior System Administrator with 11-50 employees
I have limited experience with their technical support because the switches are easy enough to understand so I haven't needed it much. As far as the technical support we have gotten, it's more the automated technical support that I would like to see. I'd like to see a better Knowledge Base, better articles, things written by NETGEAR engineers to explain step-by-step how-tos, not just for me, but so that I can give them to my technicians and assistant administrators. It would be helpful if they could look at them on the screen and know how to do things, as opposed to having to call someone. If we have to call someone, then it's already gone beyond the point of getting help. It means we probably need to replace the device. View full review »
James McCabe
President at a tech services company with 51-200 employees
I haven't needed to contact technical support. View full review »
Eric Gorman
Owner/CTO at a tech services company
Their support has been very good. Any time we've had an issue, which has been minimal, they've been very responsive and things have been resolved within 24 hours, tops. Usually, most of the stuff gets resolved on the initial call. View full review »
Hans Mertens
CEO at a tech vendor with 11-50 employees
We did have one problem with an access point. It was defective. We sent it in and three days later we had a new product, so the tech support was really helpful. They had us do a few things and then they said, "Okay, send it in and we'll send a new one." That took three days and we had a new device. The tech support is pretty good. View full review »
Keith Hanna
Independent Consultant at a tech company with 1-10 employees
I've never needed to contact tech support. The switches come with a quite extensive warranty of three or five years, and 90 days worth of free initial support. But it is that straightforward to set up and configure that we've never needed to contact them. View full review »
WIM WOUTERS
Developer with 11-50 employees
I have not needed to contact technical support yet. View full review »
Boas Hochstrasser
Chief Technology Officer at Genesis Technologies
Our issues are immediately escalated to Tier 3 support, which has been very good. However, there are some issues that have not yet been resolved. View full review »
Principa6c3f
Principal Consultant at a tech consulting company with 1-10 employees
We are a Netgear partner, so we get preferential support. Because we get preferential support, it's pretty good. We've had a few hiccups, but overall, they're good. View full review »
Darwin Sellers
Owner at a tech services company
I would give tech support a "C" or a "B." Their support is not what I would like it to be. The pre-sale support is excellent. The post-sale support is average. View full review »
Andrew S. Baker (ASB)
Cybersecurity & IT Professional (VirtualCIO) at a tech services company with 1-10 employees
Customer Service: I have only had to use live customer service infrequently over the past four years. Technical Support: On the few occasions I have needed support, technical support has been top-notch. View full review »
Find out what your peers are saying about Cisco Catalyst Switches vs. NETGEAR Switches and other solutions. Updated: September 2019.
371,917 professionals have used our research since 2012.
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