Complaints

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

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  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:12/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Called company several times to ask for a refund of the paid premium support. Everytime was promissed to get a refund. Never received it. My first call was several days after the activation day.Attached is extract of the email I received when I purchased the contract.

  Business Response

  Date: 12/07/2023

  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 Refund / Exchange 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 ProSupport - Premium Support with contract#******** has been refunded and canceled on 11/22/2023 amounting to $99.99. For the turnaround time of your refund, you must coordinate with your bank. 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.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 12/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/28/2023

  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 used to use a Netgear Nighthawk router with the armored subscription. I have not used this router in over 6 months. I logged into my Netgear account to make sure I wouldnt be charged anything after termination of use of the router. I made sure to check if I had any annual payments due and my Netgear account showed I had nothing. Not even account information to charge. I was Charged $69.99 on October 27th. I called the same day requesting a refund. I was told since I called on a Saturday I would have to wait till Monday to receive a refund. No refund was posted. I have made a total of 8 phone calls getting a different story each time. I was told 1 day for a refund, then 2 days for a refund on multiple occasions as well as 5 days for a refund to post. I have requested a supervisor 3 times and no one is ever available for my call. They keep promising the supervisor will call back by end of day. I finally got ahold of a supervisor after 3 more attempts on the same phone call (11/28/2023) He said he will personally handle my case. This has been the most frustrating experiencing and waste Of my time and no one seems to actually wanna solve the problem. Any help would be appreciated.

  Business Response

  Date: 12/02/2023

  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 billing 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 refund case number ******** has already been taken care of. Your NETGEAR Armor Security - 1 Year with contract#******** has been canceled and refunded on 11/29/2023 amounting to $69.99. The contract is already terminated, 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.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:11/28/2023

  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 Nighthawk AX8 on 11/16/22 in order to take full advantage of Xfinity's 1G internet speed. After Xfinity updated my neighborhood to 10G on 11/01/23, my Netgear modem/router and Netgear wifi extender are no longer functional. I spoke to Xfinity numerous times and they ultimately stated that the issue was a hardware issue with Netgear and to contact the manufacturer (Netgear). After several weeks of troubleshooting through Xfinity, I contacted Netgear support on 11/21/23; the customer service representative stated that I would need to purchase a $99.99 USD Pro Support Plan in order to receive technical support beyond the original 90-day purchase date (11/16/22) technical support. I did purchase the Pro Support plan on 11/21/23 and was able to get my device functioning for approximately 20 minutes before my hardware failed again. I recontacted the Pro Support technical line and the second representative stated that he evaluated my hardware (which was connected to Xfinity but failing to broadcast a landline or wifi signal), determined that the device was "bricked," and stated that he would refund my ******************* plan, but was unable to further assist me. The second representative also stated that my 1-year manufacturer warranty expired on 11/16/23 and that I was not eligible for a replacement. On 11/27/23, I recontacted Netgear Pro Support because my Pro Support plan was never cancelled as originally stated. Furthermore, despite paying a premium for "technical support" and contacting a direct support line, I was placed on hold for several hours and hung up on by several representatives. The Nighthawk AX8 has known issues/defects that Netgear has acknowledged previously (**********************************************************************************************************************************************), but they refuse to assist me in any way.

  Business Response

  Date: 12/02/2023

  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.
  
  *****************************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. can replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to a 90-day Service warranty from the date of purchase for any technical assistance.
  
  We noticed that your NETGEAR 8-stream AX WiFi Gateway(CAX80) is indeed expired for support and hardware warranty, and that's the reason why our support team is required to offer an extended support warranty to be able to conduct configuration assistance on your product. Since the issue was not fixed during that time, your paid ProSupport - Premium Support has been refunded back to your account on 11/30/2023 amounting to $99.99.
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with a one-time complimentary replacement. 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:
  
  *****************************************************************************************************
  
  Please be informed that the Bricked issues for this unit were fixed the same year and the link you provided is being used during the issue ongoing last 2022. 
  
  Again, we thank you for your patience and understanding.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Been dealing with non stop internet drop outs and slow speeds for the past few months. Non stop phone calls to netgear, purchasing a service plan at ***** and my problem still isnt fixed. The netgear modem I have doesnt lock in downstream channels leading to internet loss and slow speeds. It clearly says its compatible with Xfinity and it is not. I just want my internet working again. I want netgear to rectify this problem and reach out to me and help me get my speeds back up.

  Business Response

  Date: 12/02/2023

  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 recent support case#******** has been closed as permitted since you already received your replacement on Wednesday, 11/22/23 at 4:44 PM with tracking#************. If you still need assistance with the replacement provided, please let me know so I can arrange a callback from our support team.
  
  Should you have any questions regarding this, please do not hesitate to ask.
  
  We look forward to your response.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 12/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

   

  switched internet providers and realized the fault was not NETGEAR at all but the original internet provider. Were all good here. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought an USB Wireless Adapter for $35.99, AC1200 WiFi USB Adapter(A6150) on 11/2/2023, but it turned out to be damaged. I sent the damaged device to the address given to me, but Netgear did not send a new one because the device did not reach the warehouse. Even though I called customer service numerous times, the problem could not be solved. This puts me in a difficult situation since I have to use ethernet cable with my laptop. RMA number: *******, Case number: ********

  Business Response

  Date: 12/03/2023

  Dear **************,
  
  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 guarantee or warranty issues. 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 understand that you're requesting a replacement of the AC1200 WiFi USB Adapter (A6150) SN: 6DD1347UD098F. The initiated RMA number, *******, was set as a standard swap exchange process wherein you need to send the unit to our warehouse first. Once we receive the unit, we will send you a replacement at no cost.
  
  We have sent you an email notification related to your pending case number ********, inquiring for the tracking number of the courier since the unit was not received by the warehouse as of this time.
  
  Kindly provide the information for review. I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20912710
  
  I am rejecting this response because:

  I sent the defective product by regular mail, in an envelope with a stamp on it, but I do not have a tracking number, and I mentioned this to the customer service agent on the phone before. I am a customer, if you wanted me to send the damaged Netgear product in a more secure way, you should have sent a pre-paid postal envelope. I cannot be responsible for the mail not reaching the Netgear warehouse.

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

  Business Response

  Date: 12/09/2023

  Dear **************,
  
  Good day!
  
  Thank you for letting us know that you have sent the faulty device via regular mail with a stamp, which is not advised according to our replacement process. We received approval from the higher management as a courtesy and shipped the unit, AC1200 WiFi USB Adapter (A6150), SN: 5US19477A3988, with a tracking number of ************ as a courtesy, showing:
  
  DELIVERY DATE
  Saturday
  12/9/23 by end of day
  Estimated between
  9:30 AM - 1:30 PM
  
  For further technical assistance, kindly contact them directly at ************ select option 1, or send an email inquiry to: ***********************************************************
  
  Additional support information can also be found on our Knowledge Base located at *****************************************.
  
  We appreciate your patience and thank you for choosing NETGEAR.
  
  Regards,
  
  ******************
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to thank the Netgear and ******************Customer Care Advocate for their kindness sending me a new device. I received the device on November ******** and it works great, I am a happy costumer again. I will continue to be a loyal Netgear customer in the future too.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/21/2023

  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 Netgear security service for one year. At the end of the first year I sent them an email saying I did not wish to renew my subscription. I received an email from them saying the subscription had been canceled. Subsequently I was charged for a second year's subscription. Netgear refuses to respond to my emails asking for a refund. I have attached a copy of all the relevant correspondence.

  Business Response

  Date: 12/02/2023

  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 Refund / Exchange Issues. 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 Armor Security - 1 Year with contract number ******** has been canceled and refunded on 11/29/2023 amounting to $106.24. 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.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 told me they cancelled a service and I would not be charged. I was charged three days later for a previously cancelled service. They charged me $42.50 on 11/18, three days later. The first rep told me things were cancelled and I did not need to worry. Three days later I have to call back and the new rep has decided to stick to the script even after acknowledging that the charge should not have happened. Further, the new rep did not send me a new case number. ******** this is the original case number. This needs to be rectified immediately as this should never have happened. Waiting for a request for 3 to 5 days to possibly be processed correctly after being told this would not happen and reassured is unacceptable and interfering with my current budget.

  Business Response

  Date: 12/01/2023

  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 service contract 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 request to cancel your NETGEAR Armor Security - 1 Year with contract number ******** has been processed on 11/15/2023 and the payment collected for your subscription has been refunded the same day through your filed dispute Case ID: ****************** to your PayPal account amounting to $42.50. For the turnaround time of your refund, you must coordinate with PayPal. The contract is 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
  **********************
  
  

  Customer Answer

  Date: 12/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, even though the issue was already handled and the response is disturbingly late. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/18/2023

  Type:Sales and Advertising 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.

  Complain is in regards to netgear which produces the nighthawk modem and router. They provide complimentary 90 day tech service and after that charge $90 per year. This company purposely blocks internet signal after the 90 day duration so customer have to pay for a fix. They had reset my password and username which blocked the internet service and demanded for me to pay the fee for them to assist me. This is a an ongoing issue with other customers as well. Fix is Go to settings on your phone Go to internet Click (!) next to your internet name Scroll down and Copy router number Open a browser Put router number in browser and press enter Reset password and admin

  Business Response

  Date: 12/01/2023

  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 Advertising 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.
  
  Mr./******************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to a 90-day Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR product has already expired for support warranty since 05/29/2023. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  We are more than happy to work with you in addressing your issue. 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:
  
  *****************************************************************************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20889393
  
  I am rejecting this response because:

  NetGear corporation purposely and deliberately  causes interruption with their wifi router and modem products to force customers to contact and purchase additional warranty for their products.  In an incidence, NetGear caused an interruption in the wifi services by forcing a software upgrade which caused an outage on many xfinity costumers  and upon contacting NetGear customer care service they removed and diverted to the old upgrade in order for their product to function.  Same scenario was experienced several months later where the NetGear product was blocking internet service to equipment.  Upon contacting the NetGear customer service they informed me that my 90 day warranty had run out and they only way to resolve the issue was for me to pay for additional warranty through NetGear which I refused.  I schedule an appointment with an independent specialist and upon reviewing the system he discovered that NetGear had reset my account password which automatically had disabled the system.  Upon reseting my password the system started working.  These artificial issues are caused on purpose by NetGear to force customers to pay for additional support. Proof of this is stated all over the discussion boards across the internet with costumers that have and are experiencing the same opportunity with NetGear. 
  
  Sincerely,
  
  Pej Haidari

  Business Response

  Date: 12/06/2023

  Dear Mr./******************,
  
  This is to acknowledge your response.
  
  Please do not take it negatively, we would like to be transparent about the process and regulations that we have to abide by and implement. Please be informed that our engineers ensure that if there's a product that needs an update or if there's an ****** updates from our tied ISP's, they automatically sent a notifications/alert to all affected users.
  
  If your NETGEAR product is defective, we can asked our support to help you process a replacement according to your one year hardware warranty.
  
  We, at NETGEAR, wanted to exhaust all possible and available technical support assistance so we could better assist you and move forward with your concern. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time.
  
  Thank you for your cooperation and for choosing NETGEAR. We appreciate your business with us.
   
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:11/17/2023

  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.

  Netgear is a scam!I bought a router/modem in October 2022, it quit working and I could not use the internet at all. So I contacted them because it said 90 days complimentary customer support and 12 months parts on the modem, so I called Netgear. I was informed for them to help me, I had to pay for support and could buy that for$200.00. Thats what I bought the modem for, that makes no sense and I guess I was out of luck and wasted $200.00. So I went back, and thought well maybe I will try another one, I liked the setup. 2 1/2 months in, the same issues happening. Freezes up, disconnects, so this time I am in the window of the 90 days, they wanted screen shots and told them several times I cant get screenshots if I cant get the internet to work. Finally I did. The last response was try a different modem and they closed my case. I contacted them to tell them it shouldnt have closed, and another modem with ******* works really well, but they wanted to charge me a fee to start a new ticket on the same issue but now past the 90 day window. From what I have researched is that there is a firmware update that netgear is very well aware of, and they wait until after the 90 days to push out the firmware update so they can charge a fee. They know their products are faulty. Two failed modems within 12 months. This should be illegal! They want to scam people.

  Business Response

  Date: 12/01/2023

  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 Product 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.
  
  NETGEAR Inc. can replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to a 90-day Service warranty from the date of purchase for any technical assistance.
  
  In case the product support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order 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:
  
  *****************************************************************************************************
  
  Please be informed that 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
  **********************

  Customer Answer

  Date: 12/03/2023

  a one time courtesy beyond the 90 day complimentary support.  The original case was opened in.  It shouldnt be a complimentary support when you guys know of firmware updates to get more money out of people.
  

  your tech support told me, while the case was opened to get another modem from ******* to see if that would work.  It took a week to get that modem.  In the meantime, your tech support closed my case when they shouldnt have.  And the ******* modem works great!
  i have read that you guys are very well aware of a firmware update that needs to be updated and you sabotage your modems past the 90 day warranty to get the tech support money. This is a scam.  
  I already provided receipts of date of purchase, serial numbers, and everything you need from the previous case that shouldnt have been closed in the first place.
  

   

   

  Complaint: 20884945
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************

   

   

   

  Business Response

  Date: 12/06/2023

  Dear Mr./****************,
  
  This is to acknowledge the response that you sent us.
  
  Please do not take it negatively, we would like to be transparent about the process and regulations that we have to abide by and implement. If your NETGEAR product is defective, we can asked our support to help you process a replacement according to your one year hardware warranty.
  
  We, at NETGEAR, wanted to exhaust all possible and available technical support assistance so we could better assist you and move forward with your concern. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time.
  
  Thank you for your cooperation and for choosing NETGEAR. We appreciate your business with us.
   
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:11/14/2023

  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.

  **** App on iOS upgrade significantly degrades usability of very expensive system. On Saturday 04 Nov 2023 **** pushed an upgrade to their Apple iOS app. This upgrade degraded 2/3rds of my camera usage. My system costs more than $2,000 and now most of it has been rendered unusable. The app has a glitch dating as far back as February of 2023 as found on a simple ****** search where people who have multiple camera hubs are prevented from seeing those devices with the upgraded application. I have reached out to ****/Netgear every day and was told by agents it is a known issue and they cannot do anything about it. So I have more than $2k worth of devices rendered useless. I would prefer to have **** fix the issue ASAP as they are both fire, safety and security systems that are relied upon to be active and useful.

  Business Response

  Date: 11/20/2023

  Dear ********************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team.
  
  We undestand that you are having issues with your **** devices. However, we wanted to let you know that **** company already spun off from NETGEAR as an independent company since 2018.
  
  We encourage you to contact **** directly for better assistance. You can contac them at ************ or visit their website at ***********************************************
  
  Thank you for contacting NETGEAR, we appreciate your business.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************