Similar thing happened to me. Called Netgear on a Friday night. Call was routed to their centre in Delhi, India.
The product that was faulty was the Netgear DG814 Router. After a 10-15 minutes talk trying toi detrmine the fault, it was arrived to to the conclusion that the DG814 was faulty and a replacement will be sent out.
Monday morning at 7:30 am, the new Router arrived!!!
Thats what i call service.!!!