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After she was about to end the call on me I escalated to a manager who said that the software did not exist and to keep watching the forums for a future fix.

We hope youll join the conversation by posting to an open topic or starting a new one.

The issue is now so long in the tooth that the support offered has lapsed and short of purchasing further efforts from your support team or telephoning there seems to be no option to access this Beta file.

You mention PM ing you personally, I find no easy way to do this either.

Perhaps you could arrange for this to be reactivated and a Beta file access to be arranged.

It does not sound as though you are providing a response to attempt to limit exceptional damage to the reputation of the company.

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What is needed now (apart from a class-action suit) is for you to reply to this forum giving a link to an accessible website giving download access to the beta-test version.

It would be acceptable if you were to warn all those who download it that it is a beta-test version and not guaranteed to work but at least we would not have to jump through further hoops before being disappointed.

MX.

This has fast become a textbook case in problem management and how not to do it.

For a company that is supposed to be one of the leaders of the pack, Netgear is in the dog pound on this one.

You offer work arounds that dont work, offer up a beta that is broken, your right hand doesnt know what the left is doing, and youve got ham-handed technical support staff that try to sell those of us who have been waiting for a solution additional technical support.

I got this response from April in support (to my feedback on their.rar file beta solution, as reported in my earlier post of 2 weeks ago).

According to the engineers, we did not have any other users report similar issue for other users we provided the 2.35.rar file attached to issue 13873 and they used the installer file to install the software successfully.

They think for this particular case it could have just been a case that you might have overlooked the files in the 2.35.rar directory.

I replied: Hello April, Thank you for your response.

The presentation of a.rar file is bad enough (as it is not native to Macs and requires a program to be obtained in order to extract it).

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They should have used zip which is native to Macs.

The.dmg file (which is the only one that shows when the.rar file is extracted) should have performed the install (as it did with previous versions) It failed to do so and produced no error messages.

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Then I executed the installer exe from the package contents (which was eventually successful).

First I was asked to close the USB Control Center (which did not appear to be open, so I opened it from the package contents and then used Quit from the menu bar) the installer then ran and requested a system restart.

It appears that the.dmg file did do something, but had failed.

For the engineers to suggest that it could have just been a case that you might have overlooked the files in the 2.35.rar directory looks like they expect Customers to go through the rigmarole that I went through.

Interestingly, there appear to have been no responses to requests in the Netgear Community for anyone who has successfully installed this beta.

My printing and scanning is continuing to work successfully.

I called support to get the ticket number and it was a disaster.

The first person kept telling me that I needed to call my cable company to fix the issue.

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