With the advent of ADSL
(broadband internet) and the option to chose "wires only",
that is, where you pay the telecom company for the service but provide
your own hardware, I wanted to report
that at least one manufacturer and supplier of the hardware sorted a
problem for me with no hassle.
The product was a Netgear wireless ADSL router. It was ordered on the
internet from a supplier called morecomputers.co.uk.
It arrived within two days, but did not work. I phoned the Netgear helpline
(in the evening) and spoke to an engineer. I've no idea where he was
located, but he steered me through a simple series of checks (just typing
commands at the keyboard etc - no screwdrivers) and eventually concluded
that the unit was faulty. He gave me a reference number and told me
to contact the supplier who would send a replacement.
The next morning I did so. Morecomputers wanted me to return the unit
for them to check, but when I explained that Netgear had already authorised
a replacement, and that I needed the unit urgently they said they would
"phone me back". They did ! They agreed to despatch a new
unit that day, and if I would return the original unit they would even
refund the postage. I posted the original unit back to them, and the
new one arrived the following day - and it works brilliantly. I was
so pleased with the service I didn't bother to chase them for the postage
30 December 2003