I like this one the best "I am sorry to inform you that we will not be able to replace the unit as it is an open source router. However, since the date of purchase is less than and within 30 days of store warranty you can take it back to stores and get replaced from the shop itself."
Can't replace the unit because its an open source router? I believe all you wanted was a new power supply that they already admitted had problems, this is retarded.
Also though just to let you know these problems are ongoing. alot of units with faulty supplies are out there mainly made by NVE. i have to alot of times just go to radio shack and buy proper ones to replace the faulty sent out by whatever company, yea i know, i shouldn't have to, but i do anyway.
So, I just wanted to give you folks a heads-up on this incase you have a similar problem.
I recently bought a WNR3500L, got it home, hooked everything up, and noticed that the power adapter was making a very high pitched sound. I immediately recognized this as the failing capacitor sound(from having a motherboard cap fail). Then I noticed that the adapter was getting quite hot while plugged in. Not wanting to start a fire, or harm the router, I swiped the adapter off of another router in the house, with the same power specs, and it works great.
However, upon calling netgear to get a new adapter, this is what I encountered:
<<
| 4/25/2010 10:17:00 PM PC Brand/model no.: Thinkpad T60 Operating System: Windows 7 32-bit Error Message or Problem: Power adapter for WNR3500L makes high-pitched sound constantly, and gets very warm. FW version: Modem model no.: Adapter model no.: I recently purchased a WNR3500L, and have noticed that the power adapter(P/N:332-10114-01 Model:AD661F) makes a high pitched sound constantly, and gets very warm. I don''t really feel comfortable leaving it plugged in, as the sound it makes is pretty intolerable. I also am curious if this may be a safety issue as my old WGR614v9 adapter doesn''t get nearly as warm(and is completely silent). Would it be possible to get a replacement adapter? | |
| 4/26/2010 4:47:00 AM Agent ID: 1664 Dear Paul, Thank you for choosing NETGEAR. My name is Pragyananda and I will be your Support Engineer. I understand that the power adapter for WNR3500L makes high-pitched sound and and gets very warm. I will be working to assist you in resolving the issue you described. Since we are doing this online it may require a few email exchanges before we can resolve the issue. I will do my best to help resolve your case in the least possible time. I am sorry to inform you that the product is out of hardware warranty, hence it is not possible for us to replace the product. Please find the warranty information below. Hardware: 01/Jan/1901 (-39927) Software: 01/Apr/1900 (-40202) Power Supply: 01/Jan/1901 (-39927) Accessories: 01/Jan/1901 (-39927) We apologize for the inconvenience caused. Please do visit http://kb.netgear.com for any technical queries regarding NETGEAR products. We hope that the information provided above will help to resolve the problem/case. Please feel free to contact us again if you require further assistance. A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, if you want to reply to the message above and have additional query, please click "no" when the system prompts you "Was your problem resolved with the information provided by the NETGEAR representative above?" When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience. Thanks again for choosing NETGEAR. Have a great day! Regards, Pragyananda NETGEAR, Inc. http://my.netgear.com ***Please be aware that your case will auto-close after 7 days of inactivity*** Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click here: http://kbserver.netgear.com/kb_web_files/gearhead/home.html | |
| 4/26/2010 2:44:00 PM No, I bought this WNR3500L (S/N: *************) brand new yesterday, so it couldn''t be out of warranty. The adapter that came with it is affected by this. Also, look at these dates that you gave me: Hardware: 01/Jan/1901 (-39927) Software: 01/Apr/1900 (-40202) Power Supply: 01/Jan/1901 (-39927) Accessories: 01/Jan/1901 (-39927) 1900, 1901.. I am fairly certain that netgear didn''t even exist in the early 1900s, so using this as proof that this is out of warranty is pretty insulting. I also do not appreciate the canned response. I expect more out of you here at netgear, as I have been a customer of yours for the last 5 years or so. | |
| 4/27/2010 5:37:00 AM Agent ID: 1664 Dear Paul, Thank you for writing us back. My name is Pragyananda and I am following up on your support case. I profusely apologize for the inconvenience and discomfort that has been caused. I am sorry to inform you that we will not be able to replace the unit as it is an open source router. However, since the date of purchase is less than and within 30 days of store warranty you can take it back to stores and get replaced from the shop itself. It will be easy and fast process for you also. For more information regarding open source programme please visit the link below: http://kb.netgear.com/app/answers/detail/a_id/2649/kw/open%20source/r_id/100109 Please accept my sincere and unreserved apology for any inconvenience this may have caused you. Thanks again for choosing NETGEAR. Have a great day! Regards, Pragyananda Technical Support NETGEAR Inc. |
>>
Notice the dates that the warranty supposedly expired.. I had a good ol' laugh about that one. I eventually got fed up and called into support. They refuse to send me another adapter, and are telling me to take the router back to the store. I'd even pay for it... and the adapter I am using is for another needed router in the house, so it'd be nice to have that back too.
I find it dubious that they can't get their warranty info straight, and that they are also saying that they won't support it because it's an open source router. I am even running the netgear firmware on it.
I know it's kind of stupid, and I should probably take it back and swap it out for another one, but it's the principal of the matter, you know? It's all setup, and running in my network, and I shouldn't have to yank it out.
I have had similar issues with Linksys routers(actually a lot of problems in general), but they always were willing to send me what I needed to get it running.
What gives?
Just for any folks who were wondering.. the line that Netgear gave me about it not being supported(that they won't replace hardware) is total BS. Here is the warranty info on this router:
Should a product fail to perform within the warranted period, it will be replaced with the same or functionally equivalent product by NETGEAR, at its discretion, free of charge provided you:
(1) Return the failed product to a NETGEAR designated facility with shipping charge prepaid, and
(2) Provide NETGEAR with proof of the original date of purchase.
Replacement products will be returned to you with shipping charges prepaid.
Replacement products may be refurbished or contain refurbished materials. If NETGEAR, by its sole determination, is unable to replace the defective product, it will refund the depreciated purchase price of the product.
This warranty does not apply if, in the judgement of NETGEAR, the product fails due to damage from shipment, handling, storage, accident, abuse or misuse, or if it has been used or maintained in a manner not conforming to product manual instructions, has been modified in any way, or has had any serial number removed or defaced. Repair by anyone other than NETGEAR or an approved agent will void this warranty. The maximum liability of NETGEAR under this warranty is limited to the purchase price of the product covered by the warranty.
Prior to returning any defective product, the end customer or the reseller from whom the end customer originally purchased the product must obtain a Return Materials Authorization (RMA) number from NETGEAR. All defective products should be returned to NETGEAR with shipping charges prepaid. NETGEAR will not accept collect shipments.
Except as specifically provided in this agreement or as required by law, the warranties and remedies stated above are exclusive and in lieu of all others, oral or written, express or implied. Any and all other warranties, including implied warranties of merchantability, fitness for a particular purpose and noninfringement of third party rights are expressly excluded. NETGEAR shall not under any circumstances be liable to any person for any special, incidental, indirect or consequential damages, including without limitation, damages resulting from use or malfunction of the products, loss of profits or revenues or costs of replacement goods, even if NETGEAR is informed in advance of the possibility of such damages.
Now, actually getting them to give you an RMA might be a different story. But, by their own warranty policy, they should have to replace it. That whole "at its discretion" deal kind worries me a little though.
Ok, here is a little follow-up. I received two phone calls from Netgear apologizing for the confusion. Apparently their techs were misinformed, and all of the call centers are supposed to have been updated now after this incident. Netgear will support any hardware related issues(including faulty power adapters) on the WNR3500L. Incidentally, I went and took my router back to the store anyway, and got another one. This adapter does the same thing.. high pitched capacitor sounds, and gets very hot. Upon further investigation, and trying it over at the neighbors house(wanted to make sure there wasn't funny business in my house wiring) I have concluded that the supplied 12v 1.5A adapter (P/N:332-10114-01 Model:AD661f) is the problem. I tried plugging it into my old WGR614L, and it still makes the caps squeal, though not nearly as loud. I think that this is due to the lower ampere draw of the WGR614(1.0A) vs. the WNR3500L(supposed 1.5A). The WNR does seem to work happily, and totally silent, on my WGR614L 12v 1.0A adapter.
Upon looking at the packaging for my WNR, I noticed that it lists the adapter included as a 12v 1.0A. Hmm. Anyone else having this problem?
ok, further investigation looking up the fcc ID, and then seeing this: http://www.myopenrouter.com/article/13378/Features-and-Specifications-NETGEAR...
and looking at the adapter specs, seems to confirm that this has the wrong adapter. According to the FCC data, and the specs that netgear gives for the router, it should be running on a 12v 1.0A adapter.
ok.. so, I called netgear back. I suppose the call center that I called into didn't get the memo. The Support engineer insisted that I take it back to the store for another one. That would make number three for me(and I am not going to do it). Is it really that hard to just send me a damn adapter? On the more humorous side, he told me that this is a very common problem for the WNR3500L(your kidding?). At some point you gotta accept that you are sending out garbage power supplies, and own up to it. It's funny, because this is the first time I've ever heard a company tell me to take it back to the store. Most companies almost always do an RMA, or just send you what you need to get it fixed.
Well for the most part, thats how it works if you buy locally. You take it back to the store, and then the store has the burden of dealing with the supplier. Still this has been an ongoing issue since 2007 that i know of, thats 3 years! You figured with all the headache the manufacturer would've gotten it right by now. Oh and just to let you know before you think its only netgear, its not. Linksys used to send out faulty ones to, so did asus.
I just got off the phone with Netgear again(which at this point is totally useless for me, as I got fed up and took it back and bought something else), and they told me that they are pulling all the WNR3500L routers with this adapter out of the stores.
So for anyone having this issue, the adapter P/N:332-10114-01 Model:AD661F will be replaced by netgear.
It doesn't matter if the current capacity (1.0a or 1.5a) is larger than needed, in fact that is a good thing.
Current only flows as the device "calls" for it, you could connect a 12v 100a power supply and if the device only "calls" for 1a then that is all that it will receive.
Voltage is different ... you need to be certain that the voltage is within the range of what the device can handle. Many devices can handle a range of 9-12v or 10-12v or 11-14v and the like but some require a specific voltage with very little variance.
What you are experiencing is probably related to either low voltage (less than 12v) or a mislabeled power supply that is not even meeting the 1.5a requirement printed on the 3500L.
Your thread may explain why my newly acquired 3500L is misbehaving - they may have a run of bad power supplies (often nicknames wall-warts) out there -- low voltage or inadequate current can cause all manner of weird behavior from electronic equipment. I will try a different supply.
HTH ...
right, only as much as it needs. I actually did some tests, while I had it, with my ammeter... on the wgr614L adapter(12v 1.0A) it was pulling down about 732ma under as much load over N that I could give it(streaming HDX 1080 on Vudu). Interestingly enough, on the included adapter(12v 1.5ma) it was only pulling down 558ma, and for some strange reason vudu wouldn't stream steadily :). So you are correct in your assumption that the included adapter doesn't seem to be supplying necessary amperage.
I really wish the first TSE had listened to me when I said that I had done some troubleshooting of my own. I guess they usually get people calling with problems like "the internet doesn't work", so they have been desensitized.
**Update**
So netgear actually followed through on pulling the routers with faulty adapters from the shelves(I know a local guy at staples here in town). Anyhoo, they indeed have included a new adapter which seems to solve the problem. The other weird thing is that the back of the router says WNR3500U/WNR3500L. My old Router just said WNR3500L.. interesting.
Anyway, the new adapter(in case you want to call up and ask for a replacement adapter) is P/N: 332-10209-01
Model: FA-1201500SJA / FA-1201500SUA (this is exactly what the adapter reads)
Input: AC 100/120V 50/60Hz 0.5A
Output: DC 12V 1.5A
Hope my pain helps anyone else who is experiencing trouble. Also.. I did decide to go for another WNR3500L despite my troubles with support. After buying 2 different linksys routers and having lockups, wireless connection loss, and general instability, I decided that it was better to have stable hardware with bad support, than unstable hardware with mediocre support.
My recently acquired model is the same: WNR3500U/WNR3500L
It came with the new adapter: P/N: 332-10209-01
wire in the transformer coils that are not glued good can vibrate and cause the sound. It does not have to be bad caps..
My problem is exactly the same. The high pitched sound really irritates me, but it happens only when my USB hard drive is conected..
Thanks for posting this issue.
Issues like this is why I don't touch D-link products ever again.
I personally had three PSU's burn out on an a D-link accesspoint.
I am unforgiving when it comes to such issues.
The WNR3500L are my fourth Netgear product and I have been happy with them. I think that they are good value for mony and their powerefficiancy are great compared to what they replaced. But if they ever let me down like D-link......
I need a power adapter for my netgear wireless router. i understand the input out specs are 12v 1.5a,how far away can i stray from those number if at all? are the input plug-in's universal? thanks!
You will want to stay fairly close to the 12VDC voltage-spec (unless the device label or manual says you are allowed to supply 9vdc - 15vdc or some other range).
On the current side you need to be sure you provide *at least* 1.5 amps. Your power source may be capable of more, that's not a problem as the Netgear will only draw what it needs.
Note: If the voltage is too low most devices will try to compensate with a higher current draw. The tiny wires and circuit board traces and SMD's are designed for a very limited range of voltage and current - too much current - due to too low voltage can cause them to break down.
Since you want your router to be an always-up device you have a couple of options:
1. A power source that is plugged into a UPS to keep it powered during a brownout or blackout.
2. Use a deep-cycle battery with the float-charger, perhaps with both AC and solar PV panel power sources. (The battery provides 'cleaner' power as it filters-out power irregularities, and it will keep power to the router when AC and solar power fails - presuming that you are using the correctly-sized battery.)
HTH ...
I purchased a Netgear N600 Wireless router in November 2010 but didn't get around to install it til December 2011. It was model WINDR3400 and came with AC-DC Adaptor power cord P/N
332-10209-01 Model No. PA-1201500SUA Input AC 100/120V0.5A Output DC 12V 1.5 A. It didn't power the devise either. I used the 12V power cord to my DSL modem which woked fine on the Netgear so there still seems to be a problem with the supplied power cord. I called netgear today and they refused to send me a replacement because the warrentee was a month expired (13 months). I went to Radio Shack, where I purchased the unit, and they indicated it would cost me around $30.00 to replace the power cord. Great service from both the manufacturer and the retailer!!!!!. So much for dealing with America. Might as well deal directly with the manufacturers of everything - China!
its completely normal for the adapter to make noise and or get a little hot if its working and you are not having issues its fine

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