NETGEAR CBK752 Orbi Whole Home WiFi 6 System

The product might come with a 1 year warranty, but after 90 days, you have to pay for technical support. My device stopped working when it was 6 months old. Initially, I thought the issue was caused by my ISP. After several hours on the phone with my ISP troubleshooting, my ISP sent tech support to my house. The 2 tech support pros spent 4 hours at my house running through various tests and processes trying to get the Orbi to work. They even ran through all of the tech support FAQs and troubleshooting instructions provided by Netgear. Ultimately, they determined the issue was with the device and left behind their rented equipment so I could have internet service. Thus, began the months long process of trying to get Netgear to honor their warranty. Once my ISP determined the issue was with my Orbi, it was a lengthy & time-consuming process to obtain support from Netgear without having to pay for it because the device was already beyond the 90 free tech support. I was repeatedly redirected to FAQs and troubleshooting guides that I had already run through multiple times. I was finally able to obtain support by filing a warranty claim. However, in order to file the claim - Netgear's tech support required me to again spend hours running through various processes over & over again. Then, they required a call with my ISP to run through another series of tests, only to determine what we already knew - the device was defective. Upon determining that the device was within its warranty and would be replaved, Netgear's tech support told me to keep an eye out for an email to follow next steps to obtain my replacement device. It took 21 days for Netgear to send me the email. In the email, Netgear sent me a link to a form that I needed to complete in order to receive my replacement device. (Keep in mind, my product was registered, receipts were on record, and the replacement had already been approved). The link to the form was only active for a couple of days. When I did not respond immediately, the link to the form expired. I responded to the email (which says to reply to the email if I have questions), but my case was closed - without sending me the replacement device. So, I called tech support again. Again, I spent hours dealing with Netgear. They had to open a new case number. They acknowledged that it was error to take 21 days to send me the link to the RMA form. The tech support person once again got my replacement approved and told me she would stick with my case until the device was in the mail to me and that the link to the RMA would be sent to me within 48 hours. I received it very quickly, completed and submitted it and paid for shipping. Both the tech support person and I thought that was the end and the device was on its way. IT WAS NOT. After several weeks, when the device still had not arrived, I checked the shipping status and discovered that some OTHER department had emailed me (AFTER I PAID FOR SHIPPING AND COMPLETED THE REPLACEMENT REQUIREMENTS) and requested that I once again provide a copy of the original receipt. (Keep in mind, I have supplied this receipt at least 3 times previously PLUS it is attached to my product registration.) I did not immediately respond to this email, so this other random dept canceled my replacement. refunded my shipping charges, and closed my case, AGAIN (for the 3rd time) without shipping the replacement device I am contractually due from them. So, AGAIN, I call tech support. mid-call - I'm disconnected and have to call again and start from scratch all over again. I was assigned another new case number. This person first tries to tell me that the device is out of warranty. That's when I lost my patience. The device was in warranty the claim was filed and the replacement was already approved more than once. He acknowledges that my receipt is, in fact, already on file, but was not attached to the latest case number. He asks me to AGAIN provide another copy of the receipt and attach it to this case number. I do so while we are on the phone. He acknowledges receipt and tells me he has to send it to another department and it will be handled soon, to keep my eyes open for an email. That was 6 days ago. I have HEARD NOTHING from Netgear. I started this process and the replacement of the device was approved in APRIL 2022. October 1 is just a few days away and I still do not have the device. I have spent at least 20 hours dealing with this situation. It surpassed being worth my time about 18 hours ago. Now, it is the principal of the matter. Their tech support sucks. Their warranty process is a joke. They have wasted hours upon hours of my time making me jump through hoops so they can avoid replacing their defective product. I'm furious and fed up. They are just another example of a company that doesn't care about customer service or about honoring their own warranty. If you own this device and it stops working - you best be prepared to throw $500 - $900 in the trash because you'll have to pay them to help you and they won't honor their warranty.