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:11/11/2023

  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 an item from Netgear.com at 11:17am on the 11th of November 2023. After I purchased the item I was told that they (my family) had already purchased a newer more capable model and that I could have it. I called Netgear customer service to get my order canceled as it has only been an hour since I completed the order. Netgear customer service informed me that I could not cancel my order as it had been sent to their warehouse. I asked why they couldn't cancel it due to it not being shipped yet and the customer service rep repeated the same answer. I asked to speak to a manager and the customer service rep stated that a supervisor was not on the floor and she would have to schedule a supervisor to call me back. I agreed, until she said that a supervisor would call me back in 48 to 72 hours. I informed the customer service rep that within 48 - 72 hours the order would already be shipped. She stated there is nothing she can do. It may be me, and it probably is, but today just happens to be Veteran's Day and I just so happen to be a retired ******* Sailor with 24 years of service. This is just one more "poke" in the eye that Netgear uses to prey on their customers, thereby extracting every red cent they can from their customers. What a horrible company to be a part of and to work for. I would like to request that Netgear REFUND my order prior to it being shipped to my residence. Thank you, Respectfully, *****************************

  Business Response

  Date: 11/12/2023

  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 Refund Or Exchange Issues and the service you received when you contacted NETGEAR and asked for help with your order. 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 order number ******* and confirmed that it was accepted by the warehouse. Please be advised that once the order starts the fulfillment process, there will be no more options in our system to cancel. We specifically indicate in the order summary and the system-generated order confirmation that we can only cancel an order within 30 minutes from the time it was placed on our website. 
  
  We understand you are now requesting a refund of your product related to your order. Please check your email for the notification from the warehouse along with the shipment details. Once the package is received at your shipping address, you may process the return on the website using the link below:
  
  ************************************************

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

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20857464
  
  I am rejecting this response because: I canceled the item within ONE hour of ordering. Just because the item had been sent to your warehouse has nothing to do with the fact that IF YOU WANTED TO you could have canceled my order. You and your company decided to go ahead and ship the item thinking what????? That I may change my mind and keep your overpriced underperforming hardware? No, you and your company are making it ****** hard to get a refund from my purchase WHILE YOU STILL HAD THE **** IN THE WAREHOUSE. I absolutely reject this communication and furthermore I will spread word like wildfire to NEVER trust NetGear nor their products. Thank you.

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

  Business Response

  Date: 11/18/2023

  Dear ******************,
  
  Good day!
  
  I hope this email finds you well. 
  
  We reviewed the order and you successfully initiated your return in our website with RMA_ID *******. Kindly use the shipping label with tracking number ************ sent by the system on 11/17/2023 in sending back the order for a refund.
  
  Please let me know if you did not receive the shipping label so I can resend it.
  
  Yours in *************************************************** Advocate
  **********************

• Initial Complaint

  Date:11/04/2023

  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 just purchased from ***********.com on 10/31/2023 an Orbi RBKSE960 quad band mesh router (3 pack). I recieved the item from the vendor on 11/3/23 and got it set up. The product is to come with a 1 year free active armor subscription. When I activated the NETGEAR SYSTEM it showed me only 1 day left for the trial. I reached out to NETGEAR about the issue. They failed to help or acknowledge the issue. After spending 1500$ on this system i expect to get everything that comes with it. *********** is an authorized dealer for netgear products. Today I reached out to netgear and they told me that Im not the owner of the device and one the 30 day trial is activated its used end of story. Now I did purchase this as a return item from ***********. I provided my invoice from *********** showing my purchase and asked them to provide the 1yr subscription to active armor. I was told youre outta luck this is unacceptable and I want the subscription its supposed to have.

  Business Response

  Date: 11/11/2023

  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 Armor subscription concern. 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 already have an open support case#******** where they advised you to provide proof of purchase which you already provided. However, just like what our support advised you NETGEAR Store itself is offering promotions for newly purchased products directly from our NETGEAR Store online which is also indicated during your checkout. If you purchased a product from a local reseller, we don't have control over their promotions/advertising. We encourage you to coordinate with them to see if they can help you with the free bundled subscription.
  
  We can see that you have an Armor Security-Free Trial that will end on 12/11/2023, and this trial applies to all products. However, if the trial expires, you will need to pay for the annual subscription. If the local reseller won't be able to help you with a free bundle they offer, you can download the Orbi App and look for the ongoing promo we have for Amor.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  

• Initial Complaint

  Date:11/01/2023

  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 charges $169 for two years of customer support. It's very frustrating. Basic customer support that is delivered over the phone should be free. The products cost around $200. Should we be forced to pay for the privilege of speaking to a human being? My router stopped working through no fault of my own. I was required to pay to have it fixed over the phone.

  Business Response

  Date: 11/11/2023

  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 *********** 90 90-day Service warranty from the date of purchase for any technical assistance.
  
  We have personally taken the time to review your concern and we can see that your NETGEAR Nighthawk AX6 AX5400 WiFi Router(RAX50v2) has already expired for support warranty last 11/17/2022. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.
  
  You have agreed to their offer and availed the ProSupport - Premium Support which was later refunded to you on 11/5/2023 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 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.
  
  For more information about NETGEAR our warranty policy: *************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  

• Initial Complaint

  Date:11/01/2023

  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 tried to purchase a router on 9/24/2023 on Netgear website. Netgear website redirected me to Affirm to complete the transaction and it was approved on the Affirm website (Loan payment provider). So I got charge for a downpayment $105.73 on 9/25 (see attached image ChargeFromAffirm.jpg screenshot from chase bank website) When I check on my email or netgear website order history, it shows nothing, no order detail no transaction can be found under my account. (see attached image NoOrderOrTransactionFromNetgear.jpg). So I contact Netgear (10/09/2023) and created a ticket ******** to investigate my problem and got the response from Netgear billing team said there is no charge or any transaction that can be found and case closed. So I temp to create another ticket for the refund (********) on 10/26/2023 and they just ignore my email. No reply. Worst customer service I have ever seen.*********************

  Business Response

  Date: 11/08/2023

  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 and the support you received when you contacted NETGEAR and asked for help with your order. 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.
  
  After carefully considering your complaint, we have determined that, in fact, no order or transaction has been completed using the relevant information that you have supplied. Nevertheless, we recognize that you have already spoken with Affirm about this, and since they are also suggesting that you get in touch with us, we will work with the other departments to carry out a second review in order to identify the loan that is being transferred and address this issue. 
  
  I will need to communicate with the other concerned departments about this so please give me at least within the next ***** business hours and I'll surely send follow-up emails if there is any information needed from you to help us resolve this concern, and youre welcome to send me a message via case number: 47752420. 
  
  We appreciate your patience and thank you for choosing NETGEAR.
  
  Kind Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:10/30/2023

  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 hope this email finds you well. I am writing to express my deep dissatisfaction and frustration with the NETGEAR Nighthawk WiFi 6 Mesh Range Extender (EAX80) that I recently purchased through Amazon. I had high expectations for this product given its specifications and the reputation of the NETGEAR brand. However, my experience with this device has been nothing short of disappointing, and I am seeking urgent assistance to resolve the issues I am facing or a full refund of the $200 I spent.The specific issues I have encountered with the NETGEAR Nighthawk EAX80 include an ongoing problem with the red light on the WiFi signal. Despite my best efforts to troubleshoot and rectify the situation, the problem persists, and the extender is not performing as expected. The red light indicates a critical problem, which disrupts my internet connectivity and the seamless operation of multiple devices in my household.My frustration has only been compounded by the fact that NETGEAR's customer support has thus far refused to provide any meaningful assistance or resolution to this matter. As a loyal NETGEAR customer, I expected prompt and effective support to address this issue, but I have encountered unhelpful responses, which are far from the level of customer service I anticipated.I kindly request immediate and comprehensive troubleshooting assistance to resolve the problems I am facing with the NETGEAR Nighthawk EAX80. I am willing to work closely with your team to diagnose and rectify the issues to ensure that the product operates as advertised.However, if a resolution is not achievable within a reasonable timeframe, I must insist on a full refund of the $200 I spent on this product. This is a substantial amount of money, and I believe it is only fair that I receive a refund if the product does not meet the performance standards promised by NETGEAR.I hope that my concerns are taken seriously, and I look forward to a swift and satisfactory resolution to this matter.

  Business Response

  Date: 11/08/2023

  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 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 Nighthawk AX8 AX6000 8-Stream WiFi 6 Mesh Extender(EAX80) is already expired for it's hardware and support warranty since 04/01/2022. 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, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your device.
  
  ******************************************************
  
  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.
  
  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 only. NETGEAR generally does not give refunds, as refunds will come from the place of purchase. 
  
  *************************************************************************************
  
  We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution. 
  
  Thank you for contacting NETGEAR.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20798484
  
  I am rejecting this response because:
  

  Dear Netgear Support Team, I kindly request a callback after 6pm CST to troubleshoot the ongoing issues I've been experiencing with a Netgear product I purchased on Amazon a few years ago. Your assistance is greatly appreciated in resolving this matter.

  Phone is ************

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

  Business Response

  Date: 11/09/2023

  Dear ********************,
  
  Thank you for your response and I appreciate the information you have provided.
  
  I have now asked our support to give you a call. Please be prepared for a call from them at the time you've specified. If you have any technical issues or concerns about your NETGEAR devices. Don't hesitate to get in touch with Support via this link:
  
  *********************************************************** or dial ************** Press 1 for Technical support.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:10/26/2023

  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.

  S*** corporation. They dont have customer service after 90 days of buying their *********** that break down. F****** Netgear. Better Business Bureau are just as f****** useless Im more of the opinion that this s*** is over and were better off burning everything down and restart again from scratch. Too much bs and evil in the world too much greed and apathy. Netgear doesnt deserve to draw breath, they dont deserve to exist. The fact that theyre allowed to sell faulty products at premium prices is insane and more insane is that theyre allowed to f*** you in the a** without any repercussion. I feel financially raped and defrauded by the rapists at Netgear who sold me faulty product that stopped working after 90 days no customer service I have to buy a package for customer service insane, greedy, and financially rapey

  Business Response

  Date: 10/27/2023

  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 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.
  
  We have personally taken the time to review your concern and we can see that you still have an open support case#******** to set up your NETGEAR RBR850. According to our investigation, our technicians are asking for you to provide proof of purchase (Proof of purchase is required to get warranty service). However, you didn't have it and started shouting at them. Our policy is to offer product warranties and to perform services only on products purchased from an authorized NETGEAR reseller and only accompanied by a receipt or proof of purchase.
  
  ******************************************************
  
  As a courtesy, we will provide you with one-time ***** support to help you set up your product. 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.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:10/24/2023

  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.

  approx. i year ago, i bought a wireless router from this firm; it proved to be such a piece of junk that i literally discarded it after 3 months (but did not seek any kind of refund). however, this firm apparently kept my credit card on file, and, two weeks ago, charged it without notice for some kind of "maintenance agreement" - which i never ordered. i contacted them as soon as i saw the charge, on 12 oct. 23, and demanded they reverse these charges; they agreed, via email, and sent me a notice that this "maintenance agreement" was canceled. however, they have refused to reverse the charges, and have ignored subsequent attempts from me to contact them, as well as attempts from my bank's fraud unit.

  Business Response

  Date: 10/27/2023

  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 or Collection 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 request for your NETGEAR Armor subscription with case#******** has been approved and refunded as of today, 10/27/2023. It may take up to 7 business days for you to see the funds credited back to you from your credit card company (Still depends on your credit card provider's turn around time).
  
  You will be assured that this contract will not incur any renewal charges. For more details:
  
  ************************************************************************************************************************************
  
  ************************************************************************************************************
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20779287
  
  I am rejecting this response because:this is essentially the response i got from these people more than 2 weeks ago......after which they never DID NOT reverse these fraudulent charges, and quit responding to further communication.

  Now, they want me to believe that they need ANOTHER seven days to make this happen. this is nothing but an extremely stupid excuse for keeping money they don't own in the first place. there are REPUTABLE companies all over ************** - all over the world - who customarily reverse or refund charges to my business account, for various reasons, WITHIN HOURS.

  even if they are not lying this time, in seven more days, they will have held my money illegally for almost A FULL MONTH. if i had not happened to catch this charge, they would've successfully stolen the money altogether.

  i am a retired, disabled, senior citizen, who should not have to spend this many of the hours i have left on this planet trying to beg, threaten, or cajole a group of internet scam artists into GIVING ME BACK MY MONEY. however, as a matter of equity, i will make sure that i spend at least as many further hours in doing everything i can to spread the facts of my case as far and wide as possible - after which i will file complaints with every consumer protection agency i can find.

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

  Business Response

  Date: 10/27/2023

  Dear Mr./**************,
  
  This is to acknowledge the response.
  
  We understand you are in doubt because of the delay from your previous refund request. However, since it is under high priority, we processed it earlier today as stated in my prior response. You can use this Refund ID ********* as proof and you can verify with your financial institution. It's just that the turnaround time will depend on your account to be posted in your statement. Some other banks post it in real time so we encourage you to check your account activity as well to verify.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:10/20/2023

  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 have called 3 times today the first call was 2 hours second was 2 hours and ******* forgot me on hold for over 2 hours. This is terrible. The 3rd call I made they told me that his shift ended and there were no managers there. I bought my nighthawk with cash from the ******* store and don't have my proof of purchase. This was purchased this January. It should still be under warranty. The device smells very hot like a burning smell and now wont even power on. There is no way to make it turn on we did all the troubleshooting. Now they are telling me I just need to go to the Netgear store and buy a new on. That's not right I just bought this one. So netgear is telling me that I need to buy a new router that's $175 every 10 months? That's wrong.

  Business Response

  Date: 10/21/2023

  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 Repair Issues and the service you received when you contacted NETGEAR and asked for help with your device. 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 would like to ask a few questions to document this issue. Please answer the question below:
  
  * Was anyone hurt?
  * Was there a complaint regarding electrical shock?
  * Was there a complaint regarding a fire or significant smoke?
  * Was there a complaint regarding a melted enclosure?
  * Is there a visible sign of fire damage or a strong burning/smoke smell?
  * Is there an electrical circuit exposed or is the enclosure breached?
  * Is there a sign of a melted enclosure?
  
  If any of these questions are answerable by yes, please do not use the router anymore. I look forward to your response and will locate the case number ******** in your account once you log in via my.netgear.com.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 10/21/2023

   
  Complaint: 20762789
  
  I am rejecting this response because: I do not have a netgear account. The email that I have is ********************* I dont know why you are emailing my gmail which is a business email and I do not use it. 

  * Was anyone hurt? NO
  * Was there a complaint regarding electrical shock? NO
  * Was there a complaint regarding a fire or significant smoke? Yes it smelled like smoke and there was some coming out. We do not use it as it wont even turn on anymore. 
  * Was there a complaint regarding a melted enclosure? It is not melted 
  * Is there a visible sign of fire damage or a strong burning/smoke smell? Yes there was a smoke smell 
  * Is there an electrical circuit exposed or is the enclosure breached? No 
  * Is there a sign of a melted enclosure? No 
  
  Sincerely,
  
  **************

  Business Response

  Date: 10/24/2023

  Dear Mr. ****************** day!
  
  We would like to ask a few more questions to document this issue. Please answer the question below:
  * Is the device placed in a well ventilated area?
  * Was there a storm or power surge when the incident happened?
  * Is the device near other electronic devices?
  
  Please be advised that this is now being reviewed and we will send you an update within 72 hours after I have received confirmation from the concerned department.
  
  Looking forward to your response and thank you for choosing NETGEAR.
  
  Regards,
  
  ******************
  Customer Care Advocate
  ********************** Inc
  
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20762789
  
  I am rejecting this response because:* Is the device placed in a well ventilated area?

   

  yes the device was in a well vented open area 
  * Was there a storm or power surge when the incident happened

  no 
  * Is the device near other electronic devices?

   

  no 

   

   

  if you fail to resolve this issue I will take a step further. Im not going to continue going back and fourth with you 
  
  Sincerely,
  
  **************

  Business Response

  Date: 10/27/2023

  Dear Mr. ********* style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  Good day!
  
  Thank you for your prompt reply along with the important information. Please be advised that the process for this issue is for us to collect the unit first for further investigation, and it will be sent to our warehouse. Once completed, the team will send us an update on the replacement process.
  Please provide the following information to collect the device:
  
  Contact person's name:
  Contact phone number:
  Email address:
  Shipping address:
  
  I'll send you the shipping label as an attachment to your case number, ********. Please check your email once you have provided this information.
  
  Thank you for choosing NETGEAR.
  
  Regards,
  
  ******************
  Customer Care Advocate
  NETGEAR, Inc.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20762789
  
  I am rejecting this response because: Can you please email me personally and then we can continue working through there? ******************** 

  *******************;

  ************************;

  Angola, ** 46703

  I need to have one working can you send one out first and then I can send this one back. If not I will just buy a new non netgear router as I need a new one ASAP for the people staying in the home that I am leasing. 
  
  Sincerely,
  
  **************

  Business Response

  Date: 10/30/2023

  Dear Mr. ********* style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  Good day!
  
  We apologize for the inconvenience if we cannot send the replacement first. Please do not use the router anymore, as we need to check the unit in our *************** center.
  
  Please provide the following information to collect the device:
  
  Contact person's name:
  Contact phone number:
  Email address:
  Shipping address:
  
  I'll send you the shipping label as an attachment to your case number, ********.

  
  Thank you for choosing NETGEAR.
  
  Regards,
  
  ******************
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:10/20/2023

  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 have a cable modem that crashed and will not work. I called technical support (September) and they determined it was a hardware failure and they would issue a replacement - it has been over a month trying to get a replacement. I cannot get past any of the customer service reps to speak with a Manager (I have asked numerous times and they just will not put me in contact with a Manager), to help get resolution on this case. I am frustrated beyond words that not only do I have a modem that has failed (over a month without internet) but now I cannot seem to get a replacement and they also want to charge me money and ask me to run around to verify who I am... This is terrible customer service and I refuse to pay extra money to get a replacement for a device that has crashed due to poor quality. WHERE IS MY REPLACEMENET and why can't I talk to Management for help? -- Beware customers of Netgear support!!

  Business Response

  Date: 10/21/2023

  Dear Mr. ******************************* 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 ******** Services Issues and the service you received when you contacted NETGEAR and asked for help with your device. 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 you are now requesting a replacement for your device. We would like to request a screenshot copy of the proof of purchase and a photo of the serial number of your device for further review. Kindly access your account and locate our case number, ********, for the submission of the requirements.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20761515
  
  I am rejecting this response because:  I have provided all the requested documentation and now they are requesting the same documents that I provided in an email as well as attached to the MyNetgear site.  I continue to get no satisfactory response after over a week of this complaint with the BBB.  I have not talked to anyone in a Management position that has the authority to resolve this simple matter in a few minutes.  I have to assume at this point the delays are intentional. I do not understand how such a simple matter cannot be resolved. 
  

  Sincerely
  *********************

  Business Response

  Date: 10/27/2023

  Dear ****************,
  
  Good day!
  
  Thank you for your prompt reply and for submitting the proof of purchase as a requirement to process your replacement request. We completed the RMA_ID *******, and as you have selected the Advance Ground shipment, you will receive the replacement in 3-5 business days.
  
  I'll be monitoring the progress of this replacement and will send you an email update until it is completed related to your case number 47739018.
  
  We appreciate your patience and thank you for choosing NETGEAR.
  
  Regards,
  
  ******************
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:10/19/2023

  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 had called Netgear nighthawk to ask about a specific problem I was having with their product. The phone number was on the package that I had purchased. Instead of addressing the problem, the person who took my call gave me a hard sell for their warranty. Very high pressure and informing me that I needed this warranty so they could assist me. I felt I had no choice but to accept this so I could have my issue solved. After giving my credit card and having $219.99 charged on 9/21/23 immediately while I was speaking to him. He then proceeded to transfer me to a tech who supposely was going to help me with the router. After spending several hours on the phone with netgear, I was told to contact my internet carrier as netgear could not help me. Then, I would have to contact netgear back again to determine how fast my internet was. I did get hold of my internet provider and he told met here was a problem with my line however I was also told that netgear told advantage of me. My specific reason to call netgear is that I was not getting a fast signal at home due to buffering thru netgear wireless extenders. I do not have netgears wireless extenders in place and it is still buffering . I have called several times and left a message to return the call from netgear. I did not receive any return phone calls. I called again on Oct 19/23 and spoke to another person at netgear. She at first, said a tech person would call me back. When I insisted on speaking to someone other than a tech person and asked for my money back, she stated, well I can help you. I am a tech person but I can't refund any money. We have already helped you and fix the problem. You are not *********** a refund. That is not true and when I asked to speak to someone else, she would not assist me. I informed her I was filing a complaint. This is a newer model, purchased at ****** on 12/31/22. Nighthawk AX5400. On my Nighthawk box, it clearly stated 1 year tech support which is included.

  Business Response

  Date: 10/21/2023

  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 Repair Issues and the service you received when you contacted NETGEAR and asked for help with your device. 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 you are now requesting to get a refund of your purchase for assistance with our support team. We have checked your account, and we are not seeing any contracts purchased from NETGEAR. We would like to request a screenshot copy of the invoice you received for further review. Kindly access your account and locate our case number, ********, for the submission of the receipt.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 10/31/2023

   
  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 have filed a complaint with my credit card company and they are investigating now.  I will have a response within 60 days.  Please keep this open.

  Thank you.  
  Sincerely,
  
  ***************************