Netgear pitched the Gearheads service as the one-stop-shopping for getting any of my computer related problems resolved, to act as my IT department. I had two issues, one with a wireless HP printer, one with a Netgear router, and the Gearheads failed miserably at both. here's the most graphic example: my Netgear router loses the ability for WiFi devices to connect after running for a day or two, and has to be re-powered to correct the problem. The Gearheads told me that it was because of channel congestion, that channel 11 was a "bad" channel and I should switch to channel 5. That didn't solve the problem so I called back, and these "technicians" again told me it was because of channel congestion, that channel 5 was a "bad" channel and I should switch to channel 11. Wonderful, insightful, and proves they can't even read their own case histories. So I called back after discovering that the problem happened with a "v7" version of the router but not with the "v9" version. They told me, after asking a bunch of other irrelevant questions, that the problem was known, and that I should change the router's power adapter. Of course they won't supply a replacement power adapter because the V7 router is now out of warranty, nor would they offer any guidelines about what power adapter to get. Ultimately I have zero confidence that a power adapter change would make any difference anyway, so I've given up on Gearheads. Oh, and even though they assured me that they would be able to get my wireless HP printer working, when they sold me the Gearhead service, they also failed at that one and the printer is still connected only buy USB. They are awful.