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BaronAlm's profile

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1 Message

Monday, December 12th, 2022 3:23 PM

NetGear Nighthawk M6 Pro- Warranty replacement

I have had the NetGear Nighthawk M6 Pro MR6500 hotspot (bought new through AT&T store) for a few months and have only been able to connect to it a few times between a desktop and laptop, all newer technology. Even IF it connected, the connection is extremely slow. Now, the device will no longer connect. Additionally, the device consistently overheats, causing it to turn off and on, over and over, all after being plugged in for only 15-20 minutes (using different electrical outlets at different locations).
I went back to the AT&T store where they initiated a warranty claim. They sent another device- They sent me a used/refurbished device yet, I am still responsible for the full price of the brand-new product. Even after receiving a defective unit, initially.

The value of any refurbished product will never be the same as the same product, new. 
You think people are paying the price of a new hotspot, for a refurbished unit? I think not. 

This is just about the principles of business ethics and customer service. 

On top of that, I have been paying $60/mo for a device that does not work, and for service I do not get. 

I went back to the store to discuss this. I was told that this is the way it works and I would never get a new device through warranty claims. 

Is this common practice? I cannot find this in the warranty "fine print." Has anyone else experienced this?

I have been an AT&T customer for over 20 years, and this might be the straw for me.

Community Support

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232.3K Messages

1 year ago

Hello @BaronAlm, this is not the experience we want you to have. We're happy to provide with information to help resolve your concerns. 

 

If you Netgear M6 Pro device is under warranty, the manufacturer will repair or replace it if something happens during a certain time period. Replacement devices (including Apple devices) typically have a one-year warranty from the replacement date.

  • In these instances, we recommend reaching out to Asurion to discuss your replacement device and warranty details as Asurion handles our claims. 

We do understand the importance of having a reliable service, and we're happy to help with your connectivity concerns. Visit out Netgear Nighthawk Troubleshooting page, and sign in then follow the prompts to help with any disruptions you may experience. 

  • In addition, you can compare our Hotspot Data plans to make sure that you are on the best plan to meet your needs. 

Meet us back here with the results of the troubleshooting tool if you still have questions, and we'll be happy to assist with additional support with your Netgear. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

 

 

 

 

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