Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

NETGEAR has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  NETGEAR

  350 E Plumeria Dr San Jose, CA 95134-1911

• 

  NETGEAR

  PO Box 540009 El Paso, TX 88554

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was billed by the Netgear for a recurring charge for $99.99 for Armor protection. I have no idea what this bill is for and have never authorized this service. I have existing antivirus and as a computer science graduate do not understand what this service would provide outside of an income stream to Netgear from unknowing and unsuspecting consumers. With as many frauds online as there are, it is outrageous that a company would choose to prey on the vulnerable like this. I have filed a complaint and request to Netgear by forwarding the emailed billing receipt to their customer service email 8 days ago, and other than a form letter advising that a case has been created no other action was taken to reverse the charge or remedy the situation. I contacted my credit card provider and was informed they will have to cancel my card and reissue a new one in order to dispute the charge. This presents an undue burden given the integral use of my credit card to pay valid recurring bills as well as having to change any existing links to the existing card number. Refunding the $99.99 is the least they can do after causing such an inconvenience.

  Business Response

  Date: 02/14/2024

  Dear Mr. *************************,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  I understand from your recent correspondence that you have submitted a complaint regarding the Billing or Collection Issues and the service you received when you contacted NETGEAR and asked for help with your contract. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We reviewed your account and confirmed a refund for the Armor Security contract ******** on 1/29/2024, amounting to $99.99. This should reflect on your account in 5-7 business days. The contract is now also canceled; therefore, there will be no more charges in the future. You may also check your email for the cancellation notice made in the system and the refund confirmation sent. 
  

  Please let me know if you need further assistance with your account.

  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a negear router in 2018 it was taklen over by someone i lost the ****** i paid for it i waited tioll a week ago and i put it online re regesterd the router under an email address and in the background they regesterd it with a totaly diffrent email that i havent any access to the copmpany 9 years ago told me iotr was deleted and that was optimum now thier is someone in the background regestering eveything under that email wich i lost 280 Thousand dollars in 2018 the router wasnt used in 6 years i plugged it in and automaticly regesterd under that email all thier reps want the serial number but they will not change the email address I want my router back and my email changed to my email address I have the recite its mine. and if thier is a problem with the router i want a new one, I called them in 2018 they would nopt help me the only way ios for ***** support for 2 years they are nuts, I spent ****** fopr the router them they wanted more money CROOKS MAKING BIG MONEY AND THE PEOPLE ARENT TOLD ABOUT SUPPORT UNTILL YOU ******** IT NO WERE ON THE *** NOTHING. Thats a sneeky way tpo do business and ill bet if the people new that they would not buy it.

  Business Response

  Date: 04/20/2024

  Dear Mr. ********************* style="font-size: 0.875rem;">I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.  

  We apologize for the inconvenience if the unit was no longer in your account. You may submit your proof of purchase and a photo of the serial number of the device to validate the authenticity of ownership.

  We apologize for the inconvenience if the unit is no longer in your account. You may submit your proof of purchase and a photo of the serial number of the device to validate the authenticity of ownership. 
  
  Please provide the following information for us to contact you:
  * preferred contact number
  * date
  * best time frame (please include time zone)

  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a router from Netgear through BestBuy and the unit failed. Have an active warranty case with Netgear support, however, no response has been given to me and I have been passed around to different departments and people for a couple of months now. Last communication from them was 1/15/2024 and said I would hear back in ***** hours and it is now 1/23 with no response from Netgear at all.. I have made several communications to them since and they will not respond to me at all. The unit I was sold failed within the 1 year warranty period and they will not honor the warranty currently and have been stringing me along the whole time with no resolution. Its unethical and unprofessional

  Business Response

  Date: 04/20/2024

  Dear ****************,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  We highly appreciate your cooperation in completing the replacement of the unit, Nighthawk 2.5Gbps Cable Modem (CM2000), related to RMA_ID *******, on 2/14/2024. 
  For future technical assistance, kindly contact them directly at ************, select option 1, or send an email inquiry to: ***********************************************************.
  

  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Orbi router in which as of last week (around January 11) that my Orbi router stopped working. I completely factory reset the Orbi router 3 separate times, I changed all cords to and from the router, still the same issue. Internet was dropping after approximately 5-6 minutes. I then went and changed my modem out with my cable company to rule out that being the problem, still did not fix the issue. Therefore the only common denominator was the Orbi router. I modified settings within the router (channels, etc) to make sure this was also not the issue, and it was not the issue. I opened a case with Netgear (Case #********) to which they stated they would call. I never received a call. I then received a email stating that I needed to call in about my case, to which I did. On 1/18/23 at 4:04 PM I called and got one person, who stated I would be forwarded to someone else. That person then randomly sent me to someone else without any warning. Then the now third person forwarded me to a final person who was going to get me an RMA to replace my router. The 4th person to whom I was transferred, had no idea what I was talking about, and I had to start back over. Then the 4th guy stated he could not get me an RMA as I had not tried the troubleshooting steps. I again reiterated my story, which included EVERY single troubleshooting step, to which he stated he could still not send my case on for an RMA. I paid over $200 for this router, and simply would like my unit swapped out for another one. I work in technology, and know very well about the item I am trying to swap out. I literally tried everything. After approximately an hour of being on the phone, I could not stay on any longer. I spent 7 hours to find out it was the Orbi router, then I spent an hour explaining my story to 4 different reps, and still have got nowhere. I want a replacement on my Orbi RBR860 router.

  Business Response

  Date: 01/23/2024

  Dear Mr./************************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Guarantee Or Warranty Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback.
  
  We would like to convey to you our sincere apologies for the inconvenience you have experienced recently with our technicians and your NETGEAR product. This issue has no doubt caused you some frustration and we want you to know that NETGEAR Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled efficiently.
  
  We understand that you did your troubleshooting, the reason why we need to also conduct troubleshooting is because it's part of our protocols before we provide replacements. Aside from the troubleshooting steps that they can offer to you, they can also help us with the next course of action, by checking your device, debugs, logs, and also their findings. I can arrange a callback from our senior level 2 technicians so that they may be able to address this and process an RMA to replace the unit if found defective.
  
  Once again, we apologize for the inconvenience that you have experienced, but we are happy to work with you to find a resolution. If you would like me to have a technician contact you please let me know.
  
  Thank you for contacting NETGEAR.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21166012
  
  I am rejecting this response because:

  I am open to this, and I would definitely like a call from someone actually willing to help. I got tossed around to numerous technicians and spent hours re explaining my issues. My phone number is ************. Is there any certain day as to when I can expect a call? I get a lot of spam calls and do not answer numbers I do not know.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/09/2024

  Dear Mr./************************,
  
  I was out of the office the last few days, and I do apologize for not getting back to you sooner. 
  
  I revisited your case#******** and one of our senior support specialists is working on your case. I can see your conversation and you asked the specialist to schedule your callback today, Friday, February 9th at either 10 am or 4 pm. Please be prepared for a call from them at the time you've specified. 
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Netgear Modem/Router combo when I moved into my new place. Set it up with Xfinity my internet service provider. After traveling for work a bit I notice my home internet speeds are very slow. I contact Xfinity and they said they are showing proper speeds being sent to my home. After a couple hours of trouble shooting, they have me attempt speed tests over wifi and over an ethernet cable. Wifi sucked but when I hard wired it eith ethernet the speeds were what I paid for. I then contacted Netgear. After 3 hours of trouble shooting and even getting Xfinity support on a conference call we concluded it must have been an issue with the wifi antenna on the device. The ********************** support person hung up. Then sent me an email saying they got disconnected and tried to call me back. I had no missed calls of voicemails. I tried calling them and was on hold for 2 hours and gave up as no one ever took me off hold. I reached out to their support over ******** and they claimed they would call me during a time I was available and 2 weeks later I haven't heard back. It's too late to get my money back from ******* and netgear just refuses to help.

  Business Response

  Date: 01/23/2024

  Dear Mr./Ms. ********,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Service Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback.
  
  We would like to convey to you our sincere apologies for the inconvenience you have experienced recently with your NETGEAR product. This issue has no doubt caused you some frustration and we want you to know that NETGEAR Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled efficiently.
  
  We understand you are now requesting into getting a refund of your product. We want to inform you that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase. We noticed that one of our senior support technicians is working on your case#******** and as of writing, I can see that they are checking the gathered data with our backend team to diagnose the root cause of the issue. I can send them a follow-up to provide you with an update on your case.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution.
  
  We appreciate your time and patience.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21162385
  
  I am rejecting this response because:

  
  Hello ******,
  
  Thank you for taking the time to respond to my complaint. I can appreciate that your role is to care for customers like myself but I will outline below Netgear has failed woefully at any attempt at treating me with any kind of respect.
  
  I purchased your product from ******* and noticed the issue in the following weeks. I first contacted Netgear on December 21, 2023 regarding this issue. I spoke with an individual named ****** for roughly 3 to 4 hours (after spending 1 to 2 hours previously speaking with my internet service provider). As the problem solving steps neared its end I started to form a conclusion that the physical ethernet ports are fine but something must be wrong with the antennae as I was receiving proper speeds of roughly 780Mbps with an ethernet cable but 80Mbps via wifi 2.4Ghz. While I was explaining my theory the individual got disconnected (giving him the benefit of the doubt but honestly after the service Ive received I have half a mind to believe he hung up to avoid sending me a replacement). He then sent me an email stating he got disconnected and he couldnt reach me even though I have no missed call or a voicemail showing he made any attempt at contacting me. I tried to call back but was on hold for an hour and gave up at that point. This all happened with case number 47897639.
  On December 28, 2023 I contacted Netgear through ******** as I had not received a call back or could I reach Netgear through its customer support. At which point I was asked for my initial ticket number (47897639)which I provided. I did not receive a response for 2 full days and sent a message following upon December 30, 2023.  I did not receive a response until January 3 **** asking for my contact info, dates Im available and Best time frame with time zone and I responded in about **************************************** this response, I had no missed calls or voicemails. Then I provided the days and times Im available.
  
  I received a response a full 5 days later on January 8, **** acknowledging my response apologizing for the delay and saying they would pays along the info to the support team. At the same time a new ticket was created with a new case number of ********.
  
  On January 12, *********************************************** patiently waited and would submit a report to the Better Business Bureau as it has been almost 2 weeks with literally no response by mail, email,phone  or ********. To which I received no response.
  
  I then received a call on January 19, **** and missed the call due to being on a work meeting myself and call back 30 minutes later. Got connected with someone who had me try changing the *** numbers. She told me that I should give the router an hour to boot up and understanding its new programming. If after an hour the speeds did not change I should call back. As you could have guessed nothing changed and my speeds were still the same (very slow). I called back again after an hour and the service rep reviewed the notes and said someone would have to call me back from level 2 support as no one was available. They said no one was available that evening but they would call me back the next day (January 20, ****) by 11pm.
  On January 20, **** someone called me at 9:30 and tried to redo all the steps done over the previous month of various supports steps and I explained all that had been done and Im not wasting my time doing all that again.So he then reviewed the notes and asked me to try something else. As you can guess nothing changed. He was perplexed that one step he asked me to complete would not work and I even sent him screenshots. He said that it was very weird and that had never happened. He then said he would have to get with someone from level 2 to review the information I sent him and if they knew why they would call me one what to try next or they would be able to send me a new device. I was asked to expect a call on January 21, ****, before 11pm. At this point the ticket was not updated but surprise surprise I received ANOTHER NEW TICKET NUMBER ********. I also did not receive a call on that day, and as I type this response I did not receive a response on either January 22 or 23, ****.
  

  Also as I received your response today via Better Business Bureau I got yet ANOTHER ticket number ********. Please note to save a little time I didnt include the numerous other calls I made between December 21 and 28, 2023 also between December 28 , 2023 and January 8, ****. Many of which I was on hold for over an hour sometimes 2.
  So I apologize for the long response but your kind words do not promote any feelings of false hope that you will resolve this matter. You yourself stated a ticket number from last week when a new one was created, that tells me no one knows whats going on nor is anyone actually ensuring the cases are getting resolved to the customer satisfaction. If you nor your colleagues do not care to resolve my issue thats ok. And if you cannot give me cash then I will take a ******* gift card or something of that nature. At this point Netgear has made very clear its intention is not to resolve my issue but to continue to run me around in circles till I get tired and go away.
  I look forward to your response and hope that while Netgear may not be interested in standing by the quality of its product or service that it is at least interested in closing this case to what little satisfaction I may get from whatever is decided.
  
  Thank you ******
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/09/2024

  Dear Mr./Ms. ********,
  
  I was out of the office the last few days, and I do apologize for not getting back to you sooner. 
  
  We value your opinion and appreciate the feedback you have provided as we continuously strive to improve our products and services. I revisited your ongoing support case#******** to check the progress and I can see your recent response dated 02/05/2024 "You managed to convince the store manager where you bought the product that it was a useless device and they refunded you your money". First and foremost, we want to express our heartfelt regrets for the inconvenience your NETGEAR device has lately caused you.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a product on September 5, 2023. After multiple times that my router would not work and would randomly disconnect, On Dec 19, 2023 the product quit completely. I had my internet provider come check multiple times thinking the issues were with them. I was told the issue was my router. I reached out to netgear after trying to get a return from the company I purchased from and was told to get any product support after 90 days so had to pay them to help me. So after spending $285 for this router that quit 2 days after the 90 day warranty. Upon calling netgear I was told I had to pay to get any kind of technical support. Ridiculous. Its terrible business to have products that dont work and then charge customers to get any product support whatsoever. Never buy a netgear product! Terrible business and terrible customer service. *************************** was who I dealt with when asked to speak with a supervisor. She was extremely rude and kept cutting me off when I tried to explain that I have been trouble shooting with no luck.

  Business Response

  Date: 01/23/2024

  Dear Mr./**************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Repair Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that you contacted our technical support on 1/17/2024, under case#******** about internet disconnection issues. Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.
  
  Since the Support warranty entitlement of your product expired on 12/17/2023, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.
  
  As a courtesy, we will provide you with one-time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21157162
  
  I am rejecting this response because:
  The fact that somebody has to pay for basic product support for items that are required to purchase this extended warranty. Somebody shouldnt have to pay for basic product support. 
  *************************************

  Business Response

  Date: 02/09/2024

  Dear Mr./**************,
  
  I was out of the office the last few days, and I do apologize for not getting back to you sooner. We sincerely apologize for the inconvenience that this has caused you and for the late response.
  
  We value your opinion and appreciate the feedback you have provided. As stated in a previous email, all New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.
  
  *****************************************************************************************************************************************
  ******************************************************
  
  We will provide you with one-time ***** support to check your product issues. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21157162
  
  I am rejecting this response because:
  
  *************************************

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Netgear has received a payment for services for security on my WiFi router for up to three years. My internet went out today due to lack of securitys that they said I did not pay for. They said I paid for technical support and not for securities. I was told on Sept. 23, 2023 that I was paying for three years for the securities on the internet and this evening thats not I was told. Therefore, they wanted me to make another payment. The payment I made on Sept. 23, 2023 was $160. I would like a full refund. They told me they dont have a refund policy and that I would have to talk to my bank.

  Business Response

  Date: 01/15/2024

  
  Dear ****************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding a service for security on your WiFi router. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can't see any active subscription on your NETGEAR account under email address <********************>. For us to check further and validate the claim charges from your account, *** we ask for proof of charge showing the paid subscription or service that you paid for?
  
  You can send it again to ******************************************* with the subject line of your case: (********) or attach it to your next reply.
  
  Thank you for your cooperation.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/3/24, our xfinity went out and both our tv and internet went out, we had xfinity come out and they said it was nicked outside due to the weather and everything looked fine and should be up and running but the router wasnt allowing us to access the internet and web browse or go onto to any gaming. So I decided to dig a little further and see if going onto Hulu or ******* via WiFi would work and it did. When I checked the signal it said we had a great signal and we were online. So I decided to chat with with Netgear bc I had had issues before with my router where they did an upgrade and apparently it caused where we had no access to the internet, I informed netgear of this when chatting and speaking to them on 1/3 and 1/4, they had someone call me back, and immediately they said that my router needed to be reconfigured and I would have to pay $99, I told the man that it didnt make since bc I could just go and buy a new router bc xfinity was saying on there end everything was working and netgear is saying everything with my router was working, it just needed to be reconfigured and that would require tech support, and that would cost me $99 for one year but all my equipment would be covered. I told him if it is working fine and needs to be reconfigured then just send me the instructions from my router and I will reconfigure it manually. He said that he could not do that, he put me on hold for some time and sounded like kids in the background, when he came back he asked if I wanted to proceed, I said so my system is working great and I can buy a new system but it would still need to be reconfigured and would cost me $99 no matter what and i cant do it myself even though the WiFi was working on my tv just not able to browse the internet on my phone or gaming? He paused and kept asking do you want to proceed and fix the issue, I said sounds like I have no choice, it only took *********************************************************** log on netgear sight.

  Business Response

  Date: 01/15/2024

  Dear ******************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Service Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that one of our technical support under case#******** assisted you and performed troubleshooting steps to configure the device and shows that the issue was resolved. As per NETGEAR Consumer Warranty Policy, the product is also *********** a 90-day Service warranty from the date of purchase for any technical assistance. Since the Support warranty entitlement of your product expired on 09/16/2022, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  Per the ProSupport Contract Terms and Conditions:
  
  NETGEAR Refunds Policy (Only Applies to Subscription *****************)
  
  A NETGEAR ProSupport for **** Services subscriber, who has not used the entitled services, may choose to unsubscribe from the plan and receive a full refund within the first thirty (30) days of the subscription. After thirty (30) days, the subscription is NOT refundable. If the services have been used, NETGEAR will deduct an amount proportional to the usage (number of incidents multiplied by the ongoing pay-per-incident rate) and refund the balance amount. Pay-per-incident services are not refundable.
  
  Per the guidelines, I regret to inform you that your request has been denied. Here is a link to a copy of the guidelines that were e-mailed to you when you purchased the contract: **********************************************************************************************************
  *************************************************************************************
  
  Because you have received troubleshooting steps and the issue was resolved, we are taking out a pay-per-incident of $49.99 and will issue a $50.00 refund which you will see on your credit card within 5-7 business days. The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  Additional support information can also be found on our Knowledge Base located at: **********************************************
  
  Thank you for your business with NETGEAR, Inc., and have a great day.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Netgear Router RAX-20 in 2022. After my 90 day free support ran out, I was told I can manage my router through the web portal, but the web portal is inaccessible. It keeps looping me through a "change admin password" message. when I call customer service, they want to charge me 10 cents to access the support, but they insist that I sign up for a 90 day, 6 month, or one year service plan, which I can then cancel. I have zero faith that i will be able to cancel that plan. They keep telling me it is "device support" when it is clearly not about the device, but access to the account that I set up upon purchase and am supposed to have access to, so they won't pass me on to a supervisor, etc.

  Business Response

  Date: 01/15/2024

  Dear ************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding **************** Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that one of our technical support under case#******** assisted you with the account admin issue and shows that the issue was resolved without the service contract being activated. As per NETGEAR Consumer Warranty Policy, the product is also *********** a 90-day Service warranty from the date of purchase for any technical assistance. Since the Support warranty entitlement of your product expired on 01/01/2022, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  If you still need technical assistance, we will provide you with one-time ***** support as a courtesy. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  As NETGEAR, Inc. returns and or refunds are handled directly through the reseller where the product was purchased, according to our warranty policy:
  
  *************************************************************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Netgear's ************************ does not work as advertised. There is no indication in the technical materials that one has to pay for this when buying a router. The option exists in their admin software but has been disabled. Netgear the forces their customers to pay for an annual subscription. I purchased a subscription and specifically asked for it to NOT autorenew, and now it has automatically renewed. Nergear makes it easy to sign up for the subscription as an in-app purchase but very difficult to cancel it. There is no way to cancel the service in the app. One has to email netgear's support with the router serial number to request a cancellation. I emailed them 5 days ago and I have only gotten an automated email that my email was received. I called netgear's support line and was told that I had to call a different number to request a cancellation. I called this number and got an automated recording that repeatedly asked me to enter 1 to continue, and then hanged up. This is a shady business practice!!

  Business Response

  Date: 01/15/2024

  Dear ************************,
  
  I hope you are well.  My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Service Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that your NETGEAR Smart Parental Control - Annual with contract#******** has been canceled and refunded on 1/4/2024 amounting to $76.20. The contract is now also canceled, therefore there will be no more charges in the future.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Kind Regards,
  
  ****************
  ************* Advocate
  **********************