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Just an update on Netgear tech support:
After my last call, I filled out an online survey asking about Netgear's service. Of course I did not submit a glowing report. Today, someone from Netgear called to follow up and I was able to talk to someone who answered all of my questions and went through the encryption process with me.
So it seems that Netgear is listening to its customers and trying to offer good service after all! :D
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