Here is the e-mail exchange between me and Netgear's totally incompetent technical support staff. As you can well see it is just scripted answers with no attempt at actually solving anything. I still have a Netgear router that does not work and I flat refuse to pay shipping to send it back after all I have spent on the product already.

Case # 10088467
Problem Reliability
Cause WAN disconnects
Status Open
Notes
9/2/2009 2:14:00 AM
I have talked to technical support three different times. The first case number is 10025715 the second case number is 10028206. The second time I was told a supervisor would have to call me back. About three days later a supervisor did call me and had me on the phone for about 2 or 3 hours doing the same thing that had been done previously. When he had done all he wanted to do he said that should fix my problem. Well it didn''t and I think he knew it wasn''t going to but he just didn''t want to be bothered any longer.

Now I have not had any desire to sit on hold and wait for a tech just to hear the same old song I have heard three times before. What I would like to know is if there is anybody at netgear that can review this case and problem and tell me what to do to fix it. I have a netgear product that I am not being able to use and I don''t apprecaite that considering what I had to pay for it.

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9/2/2009 9:54:00 AM
Dear Steve,

Thank you for choosing NETGEAR. My name is Uditi and I will be handling your enquiry. I appreciate the opportunity to assist you.

I understand that you are getting intermittent connection. I apologize for the inconvenience you have experienced. Since we are doing this online, it may require a few email exchanges before we can resolve the issue. Please be assured that I will do my best effort to help resolve your case in the least amount of time.

Regarding your concern, I would suggest you to please assign static IP address on your concerned computer:

1. Click start button (extreme bottom left corner of the screen).
2. Click Control Panel from the list.
3. Click on Network and sharing center.
4. Click on "Manage Network Connection" from the Left menu.
5. Right click on Local Area connection icon (or Wireless Network Connection icon, respective to the connection that you are using) and click on properties.
6. Select Internet protocol TCP/IP V4 from the list of components and click on properties.
7. Select use the following IP address.
8. Assign IP address as: 192.168.0.20; subnet mask as: 255.255.255.0 and Default Gateway as: 192.168.0.1
9. Select use the following DNS server address.
10. Assign primary DNS address as: 192.168.0.1 and secondary as: 4.2.2.2
11. Click OK and close the window.

We hope that the steps provided above would help resolve the problem/case. Please feel free to contact us again if you require any further assistance.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Uditi
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.NETGEAR.com/kb_web_files/gearhead/home.html

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9/3/2009 4:25:00 AM
Started using the router again after making the recommended changes and it work for a hour or so and then it started doing the same thing it was doing. When it starts doing it you cannot use the internet as it does not stay connected. The computer is not disconnecting from the router, the router is disconnecting from the internet service. So now this is the fourth thing that I have been told to do with no success. Can anyone tell me when someone can fix it. It is really about to get a little old not being able to use what I paid for.

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9/3/2009 11:14:00 AM
Dear Steve,

Thank you for choosing NETGEAR. My name is Uditi and I will be your support engineer. I appreciate the opportunity to assist you.

Upon reviewing the data you have provided, I have narrowed down your issue to a hardware problem with your product.

Since we do not process RMA over emails, I would suggest you to contact our voice support at 1-888-NETGEAR or 1-888-638-4327 so that we can replace the unit if it is faulty. When you call NETGEAR support, please have your serial number and provide this case ID as well. Please make a note that we are operational 24x7.

Please review the Warranty Support card provided with your NETGEAR product for more information regarding RMA or you can read our KB article as mentioned below:

http://kbserver.NETGEAR.com/kb_web_files/n100002.asp

Note: There may be times when a phone agent may see that some troubleshooting steps have been left out and that there may be a resolution to your issue. Please assist the agent if this is necessary. If you have additional concerns or questions, this would be a good time to ask the support engineer.

If you need any further help, please reply us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Uditi
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.NETGEAR.com/kb_web_files/gearhead/home.html

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9/8/2009 2:53:00 PM
Notes added by 2477
Dear Customer,

This contact is with reference to your Online Case Submission mentioned in the subject. This is to inform you that your query has been replied to and there is has been no update on the case since then.

I appreciate your efforts with us. Please note that your case gets auto-closed through an automated system after 7 days of inactivity. So that your case does not get closed without resolving your query, kindly update your case as soon as possible at your own convenience.

If you have not received the answer to your query yet, please login into support portal using the link – http://my.NETGEAR.com" target="_blank">http://my.NETGEAR.com and click on the 6th option, i.e. ‘Online Support Submissions’. You will be able to see all the cases that you have ever logged using the support portal. Click on the linked case number to view our response to your query.

Kindly follow the suggested troubleshooting steps for your query, and check if that resolves your issue. If your issue still persists, please click on ‘No’ under the question “Was your problem resolved with the information provided by the NETGEAR representative above?” and submit your reply with the details on the consequent screen.

If your issue is resolved, please click on ‘Yes’ (instead of ‘No’) under the same question to close your case. When you select ‘Yes’, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience. Please try to fill in your valuable feedback and send it back. We would love to hear your feedback about the support you received so that we can use it to improve the quality of service that we offer.

Regards,


Uditi
Technical Support
NETGEAR, Inc.
http://my.NETGEAR.com" target="_blank">http://my.NETGEAR.com

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9/9/2009 11:43:00 AM
The problem still exist and now other people visiting my house is even having trouble connecting to the router. That was never a problem before. All I can say is that my experience with Netgear support has been of no use. Now the only response I can get is to call in again. Well i don''t have three or four hours out of my day to sit and wait for somebody at Netgear to talk to me. The last response talks about not processing RMA via e-mail. Well I have no idea what that is so why should I call to continue and receive no solution to the problem. I do regret ever making this purchase and will be left with absolutely no alternative before I purchase another Netgear product.

I am also going to reflect my experience in the product reviews that are available for this router. I do not want others to experience what I have and waste their money as I have.

If anybody at Netgear ever thinks they may know what can solve this then feel free to contact me.

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9/9/2009 1:44:00 PM
Dear Steve,

Thank you for choosing NETGEAR. My name is Uditi and I will be your support engineer. I appreciate the opportunity to assist you.

I apologize for the inconvenience you have experienced. Regarding your concern, please visit the link given below:

http://kb.netgear.com/app/answers/detail/a_id/9222

I believe this answers your query. If you need any further help, please email us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Uditi
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.NETGEAR.com/kb_web_files/gearhead/home.html

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9/9/2009 6:44:00 PM
It would be nice to look at the website you recommend, however I have no internet to do that from as my Netgear router does not work and nobody at Netgear knows how to fix it. I have to send e-mails messages from my work location. As usual nothing is being done. The same individual has responded to my e-mails everytime and now you will only respond with your automaticlly generated and scripted responses. Does anybody work for Netgear that does not just operate from a script and can make decisions about anything?

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9/10/2009 3:27:00 PM
Dear Steve,

Thank you for choosing NETGEAR. My name is Amandeep and I will be your support engineer. I appreciate the opportunity to assist you.

As per the information we have received, I have narrowed down the issue to a hardware fault with your NETGEAR router. As the product is still under warranty, I would request you to please contact NETGEAR phone support to get the product replaced.

Since we do not process RMA over emails, I would suggest you to contact our voice support at 1-888-NETGEAR or 1-888-638-4327 so that we can replace the unit if it is faulty. When you call NETGEAR support, please have your serial number and provide this case ID as well. Please make a note that we are operational 24x7.

If you need any further help, please reply us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Amandeep Singh
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.netgear.com/kb_web_files/gearhead/home.html

--------------------------------------------------------------------------------

9/15/2009 4:15:00 PM
Why can RMA''s not be processed via e-mail. I do not have a land line telephone and am forced to use my cellphone time for the lengthy NetGear calls. I am having difficuly understanding why I am the only one being inconvenienced in this matter. I payed well over $100.00 for this product (me), I have spent countless time already on the phone with phone support (me), I have had to use my personal cellphone minutes (my cost), I am not able to use the product I purchased (again me), now I can''t get help via e-mail only my using my cellphone minutes once again (me). I have yet to see anywhere in this issue where NetGear has been inconvenienced in any way. They got my money, I have thier product which does not work, and they still want me to spend more of my money.

Again, I ask why can RMA''s not be processed via e-mail? I would very much like an answer to that question and would really like for it ro be a real answer and not a generic scripted reply.

Unless NetGear can provide me with some reasonable explination why I am the one who has to keep spending my money on thier non-working product then I am going to be contacing the consumer affairs department in my state of residence. Maybe they will be able to find out why I have to keep accruing cost for a product I already bought once.

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9/16/2009 3:05:00 AM
Dear Steve,

Thank you for choosing NETGEAR. My name is Anand and I will be your support engineer. I appreciate the opportunity to assist you.

I apologize for the inconvenience this might have caused you and can imagine how frustrated you feel at this time. It's really unfortunate that some of the worst things happen to some of our best customers. I hope we can change your perception of our service, if ever given a chance.

Regarding the concern, please provide us your preferred call back time so that we can contact you regarding the RMA.

Once we receive this information, we should be able to determine our next action.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Anand Gupta
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.netgear.com/kb_web_files/gearhead/home.html

--------------------------------------------------------------------------------

9/16/2009 4:37:00 AM
The best time to call me is in the evening after 4:00 PM. That does not solve the issue of me having to use my cell phone minutes for telephone calls with Netgear that provides no solutions. It is not fair that I have to keep burning my cell phone minutes.

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9/16/2009 10:21:00 AM
Dear Steve,

Thank you for contacting NETGEAR Support. My name is Uditi and I will be handling your enquiry. I appreciate the opportunity to assist you.

Regarding your concern, we have reassigned the case to a competent technician who will be researching in your issue. I strongly believe that you will be contacted at the earliest.

This message is for your information only. There is no additional action needed from you at this time. The next support engineer will contact you shortly.

If you need any further help, please reply us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Uditi
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.NETGEAR.com/kb_web_files/gearhead/GearHeadSupport.html

--------------------------------------------------------------------------------

9/16/2009 1:44:00 PM
I do not want Uditi to contact me any further. The response he provided did not even come close to addressing the issue I raised.

I have now reached the point that I feel as if the individuals replying to my concnerns are doing nothing more than being condescending and disrepectful toward me and the problem I have encountered with the Netgear product. It is becoming clear that the attitude is you bought it, we don''t have to do anything we don''t want to do, and you can''t do anything about it. While this may be true I can spread the word to everybody I can reach in any possible way, how Netgear treats it''s customers. I believe when people see the type responses I have received from technicians such as Uditi my position will be clear and solidified.

All you have to do is read the responses I have received from him previously and it is clear he does not have any idea what to do or what he is doing.

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9/16/2009 2:28:00 PM
Dear Steve,

Thank you for choosing NETGEAR. My name is Amandeep and I will be your support engineer. I appreciate the opportunity to assist you.

I apologize for the inconvenience that might have caused. Regarding your concern, we have reassigned the case to a competent technician who will be contacting you after 04:00 PM. We require your patience and co-operation in this regard.

This message is for your information only. There is no additional action needed from you at this time. The next support engineer will contact you shortly.

If you need any further help, please email us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Amandeep Singh
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.netgear.com/kb_web_files/gearhead/home.html

--------------------------------------------------------------------------------

9/16/2009 10:42:00 PM
I really did not think a company would treat customers the way I have been treated. I feel now like I am just a big joke to the support department and that the techs are just doing anything they can to make fun of me and have a big laugh at my expense.

I express my concern with having to waste my cellphone minutes being on hold with support at Netgear. You tell me I will be contacted after 4:00 PM. I trust what you tell me and sure enough I get a call and the first thing the caller does...puts me on hold. I could have just sat down and cried at that point. I did wait on hold for close to five minutes and then decided no I deserve to be treated better than this by a company I give my money. So I hung up. I get a call right back and I explain that I am not wasting my cellphone minutes by being on hold. I am told...I am talking to you and then the next words out of his mouth is I need you to hold on for a minute and he places me on hold again. It should go without saying, but yes I did hang up.

I ask you, would you like to be treated like this by a company that you spent your money on?

After my treatment this afternoon I have decided that I will file a formal complaint with the Better Business Bureau. At this point I know longer care if anything is ever done with the router. I am just tired of being treated this way and becoming a laughing stock for Netgear support people.

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9/17/2009 6:56:00 AM
Dear Steve,

Thank you for choosing NETGEAR. My name is Anand and I will be your support engineer. I appreciate the opportunity to assist you.

I apologize for the inconvenience this might have caused you and can imagine how frustrated you feel at this time. It's really unfortunate that some of the worst things happen to some of our best customers. I hope we can change your perception of our service, if ever given a chance.

Thank you for your feedback. I will forward this to an appropriate department.

If you need any further help, please email us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Anand Gupta
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.netgear.com/kb_web_files/gearhead/home.html

--------------------------------------------------------------------------------

9/17/2009 2:59:00 PM
When I received this reply for the second time from Anand Gupta,

I apologize for the inconvenience this might have caused you and can imagine how frustrated you feel at this time. It''s really unfortunate that some of the worst things happen to some of our best customers. I hope we can change your perception of our service, if ever given a chance.

Thank you for your feedback. I will forward this to an appropriate department.

I knew at this point that nobody was even looking at my concerns or issues. I have filed a complaint with the BBB and have attached what the complaint states. If Netgear would have even acted like they were trying to help me this could have been avoided.
Complainant Information

Mr. Steve Gatlin
131 Turney Center Circle
Only, TN 37140 USA
[email protected]
Phone: (731) -33-5-0757
Fax:

Company Information:

NetGear Inc.
350 E Plumeria Dr
San Jose, CA 95134
Website:
Phone: (408) 495-3610

Complaint Text

Router purchased in late June 2009 would not stay connected to internet. After 3 calls that just wasted valuable cellphone minutes I resorted to e-mail support. No technician knows what to do to fix the problem. They said arrange RMA to replace. Would not arrange RMA via e-mail only phone. I advised did not want to waste more valuable cellphone minutes on hold with Netgear. Said they would call at my convenience. Called me on 9/16/2009 at about 4:30 PM and the first thing the caller did was put me on hold. It was at this point I decided that the technicians were just getting their daily laughs at my expense.

They have not made any legitimate effort to correct my problem with their product.

Resolution Sought: I just want the router to work. I have at no time asked for a replacement, a refund or anything else other than the product to work. After what I determined was disrespectful treatment from Netgear support I did say I was tired of being the only one who has lost anything in buying their product.
Date Problem Started: 8/10/2009
Date of Transaction: 6/25/2009
Amount in Dispute: $0.00
Invoice Number:
Complaint Type: Repair Problems
Product or Service: 3G Broadband Wireless Router

If you have any questions regarding your complaint, please contact the Complaint Dept. at (408) 278-7400 or email [email protected].

Complaint Department

BBB of Silicon Valley


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9/17/2009 8:08:00 PM
Dear Customer,

Thank you for choosing NETGEAR, my name is Rajeev and I will be your support engineer. I appreciate the opportunity to assist you.

Regarding your concern, we have reassigned the case to a competent technician who will be researching in your issue. I strongly believe that you will be contacted at the earliest.

This message is for your information only. There is no additional action needed from you at this time. The next support engineer will contact you shortly.

If you need any further help, please reply us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Rajeev
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.netgear.com/kb_web_files/gearhead/home.html

--------------------------------------------------------------------------------

9/17/2009 8:19:00 PM
First of all Rajeev called me while I was at work. I told him twice I am at work and he continued to talk, not that I understood a word of what he said but he just ignored me and kept talking. I said after 4:00 PM in the afternoon, not 3:00 PM in the afternoon while I am at work. Is my $100.00 plus dolalrs not enough, now Netgear wants my job by calling me at work. Why am I continuing to be shown nothing but disrepect by the people looking at this mess? Is there anything I can do that will help anybody there to understand anything I have said from the very start? I am tired of generic scripted replies in e-mails, I am tired of people that does not speak english well enough to communicate. Understand, I am just tired of this whole mess with Netgear.

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9/17/2009 8:34:00 PM
This is in response to your e-mail regarding RMA:

My name is Steve Gatlin not steve gaplin. That was surely written somewhere that could have been read. The RMA process is unacceptable. I am not paying a dime, not one cent to have anything sent anywhere. This is a product sold by Netgear. A product Netgear says is bad and I am supposed to spend more money to have it replaced. This is unacceptable to me. To replace the product Netgear will send me the replacement, with a return label that includes shipping and I will send the defective item. If Netgear chooses not to do it this way then I will continue to advise the Better Business Bureau of Netgears failure to make right their defective product


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9/17/2009 10:21:00 PM
Dear Steve,

Thank you for choosing NETGEAR, my name is Rajeev and I will be your support engineer. I appreciate the opportunity to assist you.

Steve, I apologize for the inconvenience you have experienced. I have reassigned the case to a competent technician who will be researching in your issue. I strongly believe that you will be contacted at the earliest.

This message is for your information only. There is no additional action needed from you at this time. The next support engineer will contact you shortly.

If you need any further help, please reply us back so that we can continue to work on a solution.

A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

Thanks again for choosing NETGEAR. Have a great day!

Sincerely,


Rajeev
Technical Support
NETGEAR, Inc.

***Please be aware that your case will auto-close after 7 days of inactivity***

Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link

http://kbserver.netgear.com/kb_web_files/gearhead/home.html