Update 2: I decided to call again and eventually got someone helpful who let me replace the switch for a small fee. Still didn't make the process less frustrating.
Woah. Let's just say that Netgear management didn't read "Who did you make smile today?".
(If you need Netgear Customer Support, call 888‑638‑432 - press 41. Don't leave a comment here!)
I have a bunch of Netgear switches at home, I've been getting them mostly because of the neat slim form factor.
One of them have been working intermittently for the last 6 months; every week or two it just "hangs". Netgear claims to have "a solid warranty: switch - 5 years, power supply - 2 years", so hey - I should call them, right? Well, wrong!
First I wait on hold and when finally through they tell that they can't help until I go to the website to register the product. Fine, whatever. I do that and call back and wait on hold for another 10-15 minutes.
After finally getting through the technical support person was trying to make me find the reset button so we could get the switch to "factory settings". I had to patiently explain it's a dumb switch with no settings. No no she kept insisting, "you want to get it to factory settings, right?". Aargh.
When we got through that, they decided that they can't replace it because "it's working"! Apparently "it turns on with no smoke coming out" is "it is working". Besides, it's not made to "be on all day". It's a 16 port switch with only 6 ports in use! It is reasonable that a few of those devices are "24/7". Their list price is $400+ (it retails for a little less than $200). "Oh sir, you can't be using your { VoIP / wireless router / DSL modem / print server } all day so just turn off the switch when you are away from your desk". How in the world can that be sane? Well, it's "Netgear policy".
They say that it is overheating and since it's "on all day" it's not a defect that they can replace on warranty! It's on my network at home - a bit of SMTP, a bit of NFS and MySQL (for MythTV), traffic from the wireless network when we are home. It's under my desk with reasonable circulation - not behind the fans on a warm computer or some such.
Alright then, on to my 8-port which last week started to hang during large file transfers. Sometimes after 20 minutes, sometimes after a few hours. Quickly again they decide that it must be overheating and insist that it's working. "Hanging after 20 minutes is working?" "Yes, you must understand my situation there is nothing we can do". Yes, I understand that she (Sarnya was her name, hello google) has to get approval from someone to give me an RMA and let me return the defect product; No, I don't understand how "it works for 20 minutes so it is okay" is a reasonable response.
I tried to find out what could possibly be covered by their warranty when "switch hangs after 20 minutes" isn't covered, but she couldn't tell me.
I kept asking for a supervisor and was told that "the supervisors aren't technical" so that wasn't possible. When I insisted I was promised that a supervisor would call me back in one hour. Hah. Yeah right they will. (A couple of hours later: No, they didn't.)
Anyway, don't buy Netgear equipment. It is badly designed and will break and they won't care. If you read through all this, please go mark my Amazon review helpful. :-)
Update: I mentioned it to Leonard Lin and his brief comment was "Had a similar overheating Netgear problem; switched to Linksys; never looked back".