Business Profile

Internet Services

NETGEAR

Headquarters

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Complaints

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

Customer Complaints Summary

431 total complaints in the last 3 years.
73 complaints closed in the last 12 months.

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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:09/22/2023
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.
Product was purchased November 2023. Product Hardware warranty still have over 40 days.Support via Chat, Phone or Email expires after ******************************************** the chat sessions and no resolution.They send a message saying to call ************** But they want you to give a card to purchase $99 plan to get MORE instructions that *** get the device working again. If they are able to fix they charge you. If hardware is deemed bad then they won't charge you. They say all the instructions are on the help section which they are not.I would say I have more knowledge of the average customer since I am a computer system manager. All the tech in the chat would tell you is the press the reset button, se ip to static. etc.For a product that retail for over $400 dollars support shouldn't trick you into buying tech support for a hardware issue that's still under warranty.Negative feedback is everywhere, ******** product reviews, Rude customer service. (probably outsource oversee) and poorly trained.
Business Response
Date: 10/04/2023
Dear ****************,

Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding Guarantee Or Warranty Issues with your NETGEAR product and 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.

****************, 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 *********** 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 Orbi AX4200 WiFi 6 High-Performance Router(RBR750) has already expired for support warranty last 01/31/2023. Our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.

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
**********************
Initial Complaint
Date:09/20/2023
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.
Netgear Nighthawk AX6000 DOCSIS 3.1 WiFi 6 Cable Modem Router purchased on 11/25/22. Installed February 2023 by ******** Internet. Troubleshooting occurred via multiple ******** reps from April 2023 - July 2023. Issue was identified by ******** that Nighthawk modem is incompatible with ******** services. Package on Nighthawk modem router specifically displays "********". False advertising. Contacted Netgear in July 2023. Requested refund or exchange. ******** indicated router product Orbi Mesh Wifi 6 System (RBK7535) which is lesser value at $325.00. As of 8/24/23 no resolution by Netgear. Spoke to Netgear representative ******************* on 8/24/23 and was told there is no answer yet. Spoke to Netgear representative on 8/29/23 and was hung up on. As of 9/20/23, no resolution or response by Netgear.Amount spent: $428.99
Business Response
Date: 10/04/2023
Dear ******************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Refund / Exchange Issues for your NETGEAR product. 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.

I have personally taken the time to review your account and I can see that on August 5th, 2023 you contacted our NETGEAR Store asking for an exchange on your device for a compatible unit with your other devices. 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 with the same model. You purchased your NETGEAR 8-stream AX WiFi Gateway(CAX80) last 11/25/2022 from our store online with order#******* and as per NETGEAR process, customers must return the product to NETGEAR within 30 days of purchase to receive the refund.

***********************************************************

Please be informed that Spectrum is one of the ISPs that is authorized for the specific unit that you purchased, CAX80 is on the list of 1G-approved modems. Spectrum ************* is not compatible with customer-owned modems. You can visit the link below for your reference:

**************************************************************************

We are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. We will be happy to issue you RMA. If you would like me to have a technician contact you please let me know.

Thank you for choosing NETGEAR.

Yours in Service,

****************
************* Advocate
**********************
Initial Complaint
Date:09/13/2023
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.
Ax6 Nighthawk router netgear.
Business Response
Date: 09/14/2023
Dear ****************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Service Issues. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that you have ongoing support case#******** regarding your problem with logging in to your Nighawk Application. According to our records, your email address on the account was <***********************> showing Active but not yet verified.

Did you receive any verification confirmation to your email address?

Additional support information can also be found on our Knowledge Base located at **********************************************

Thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:09/11/2023
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.
Our less than 1 year old Orbi Router extender stopped working. Netgear insisted we have to pay support for help but will refund us if the device turns out to be defective. Turns out we were right its defective. I was told they did not have a replacement in stock but we would get a link within 24 hours I was PROMISED as we are a business who performs NYS motor vehicle **************** has shut down our system. No email, no *************** & the owner of the business has been requesting a supervisor since last week all we get is ************** understand from India reps who tell us no supervisor is available but one will call us...STILL HASNT HAPPENED SINCE LAST WEEK! We are a refund & a new device!
Business Response
Date: 09/17/2023
Dear ************,

I hope you are well. My name is ******* 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 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.

************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. We reviewed your request and accepted the refund made by Verifi for the ProSupport Premium Support contract related to case number ******** on 9/12/2023. Kindly check with your bank for the refund to reflect back in the account.

We're still waiting for the restocking of the unit in our warehouse since we requested a brand new replacement for the RBR860 device. I'll send you an update related to our case number, 47647513.

I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************

Customer Answer
Date: 09/17/2023

Complaint: 20587422

I am rejecting this response because unfortunately we cant run our business with internet only in half the building. You should send us something comparable to work with the system we have or swap the whole thing out and get us back to business. We cant afford to lose half the business on a daily basis waiting for you to restock. God only knows when that is. This is after 5 calls asking for a manager and never once did one return our call. Your reps in India just keep telling us not available theyll call you back. 5 dam times

Sincerely,

***********************
Business Response
Date: 09/24/2023
Dear ****************,

Good day!

Thank you for your prompt reply and as we agreed, we initiated the RMA_ID *******. We'll need your credit card information to be filled in on the email you'll receive for collateral only. There will be no charge just to complete the process since we'll be sending the replacement first, and the warehouse will fulfill the item starting on Monday since we don't have weekend processing.

I'm sending you the encrypted link right now to place your order for the contract. Kindly fill in the information and complete the process since it has an expiration of 30 minutes. I'll send you another update about your requested replacement. Please refer to our case# 47647513.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************

Customer Answer
Date: 09/25/2023

Complaint: 20587422

I am rejecting this response because: they are still back to asking me for serial number purchase date and whats wrong with it. 4 more netgear cases got opened latest ******** for this issue and i still don't a replacement. i filled out the cc form you sent me for the return. please have that processed asap as i will no longer deal with you guys through emails as its always a different person

Sincerely,

***********************
Business Response
Date: 10/01/2023
Dear ************,

Good day!

This is a follow-up on your case number ********, as we received from the concerned department that we still need to submit the proof of purchase to validate the warranty of the device for replacement.

Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage. Proof of purchase is required to get warranty service.

Please check the link for further information: *****************************************************************.

Thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************

Customer Answer
Date: 10/10/2023

Complaint: 20587422

I am rejecting this response because: WE ALREADY WENT THROUGH THIS & PURCHASED YOUR SUPPORT FOR $99 THAT YOU MADE US PURCHASE TO SPEAK TO US TO TROUBLESHOOT THE DEVICE WEEKS AGO! AGAIN WE ARE A *** REGISTERED VEHICLE INSPECTION STATION & YOU SHUT DOWN OUR OPERATIONS TO ************** DEPARTMENT OF MOTORVEHICLES & YOU WANNA CONTINUE TO PLAY THESE GAMES. EACH COMPLAINT ON HERE IS THE SAME SCAM STORY OVER & OVER AGAIN! DO BETTER!

Sincerely,

***********************
Business Response
Date: 10/10/2023
Dear ************,

Good day!

We would like to inform you that NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage. Proof of purchase is required to get warranty service.

Please check the link for further information: *****************************************************************.

We apologize for the inconvenience, as we are only complying with the policy.

Thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************
Initial Complaint
Date:09/08/2023
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.
On February of 2023 I purchased the Netgear MR6150, Nighthawk M6 with serial number *************. I purchased the item through a Drop Ship process through CompSource who placed the order directly with Netgear, and Netgear sends me the product. The order number is ******. Prior to making this purchase, I consulted with Netgear's sales team who assured me that this item would work with any play with ************* To my surprise, this was not the case. In order for the Netgear router to work I had to purchase a $50.00 monthly plan with ********* The second issue happened two days ago on 9/6/2023 after a Firmware update on the device that caused the connections speeds to drop to less than 1 megabit per second. I immediately contacted ******** and they informed me that after this update because of the the area I live in my Netgear router does not support mmWave and other bands, and this is why my speeds dripped to nothing. They suggested for me to call Netgear. I called Netgear and they will not stand behind their product and support with this issue and refused to give me a refund. Instead, they want to me to pay another $999 for a new Nighthawk Pro router which has the mmWave and other upgrades to work with ********* I let Netgear know that I cannot afford $999. I let Netgear know that I am not going to get stuck with a dead product and lose $817.94 I paid for this product that they claimed it worked and IT DOES NOT. I want a full refund. This was misleading and unfair to many customers who are in the same exact situation I am in right now with non-working Netgear Mobile routers. I want my money back and send Netgear back a product that does not work in the area I live at.
Business Response
Date: 09/17/2023
Dear **************,

I hope you are well. My name is ******* of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Service 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.

**************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. We reviewed your request for a product refund and raised it for approval from the higher management since replacement to comply with the warranty is not advisable in resolving the dropped speed limit issue in your area and with the nearest **************** Provider.

I'll send you an update related to our case number, 47647383.

I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************

Customer Answer
Date: 09/25/2023

Complaint: 20574831

I am rejecting this response because: I have followed Netgear's suggestion to contact Technical Support, and Level 2 technical support team who has escalated my case number ********, to your level 3 support, and even your level 3 support engineers still have not been able to figure out what is wrong the MR6150 I purchased. I have been calling almost every three days to find out if the level 3 engineers have sent your level 2 technicians a resolution to get my router working properly again, and they said that at the moment they only have a Firmware update for AT&T users whose Mobile routers are shutting down without a warning. Right now, there is no Firmare that exists to fix my ******** issue.

Again, your level 3 engineers provided your level 2 technical support representative a firmware to fix an issue with AT&T users, when I am a ******** user which does not fix my issue.

This is not fair from Netgears standpoint. I am again asking for a full refund back to me if even your level 3 technicians cannot fix my issue. I have followed all the recommended steps to a dead-end street. Netgear cannot fix my product that as a warranty until ****, and refuses to provide a full refund, even though their top engineers cannot find a solution to get my MR6150 working again. This is absolutely unacceptable, unethical, and a fraudulent behavior from a seller who claims to standby by their product and customers.
I was already informed several times that your level 3 technicians do not have a solution to fix my router, for this reason, I want a full refund for this defective product.

Sincerely,

***********************
Business Response
Date: 10/01/2023
Dear **************,

Good day!

This is a follow-up on your case number ******** and to inform you that it was approved for the full refund of Nighthawk M6 Mobile Hotspot (MR6150) with SN: 74C22CWDA0491.

We initiated RMA_ID ******* for the collection of the unit, and we'll monitor the progress of the returning unit using the shipping label issued with tracking number 77356461574.

The complete manual refund may take 4-6 weeks from the time the faulty unit has been received at our warehouse for the refund to be credited to your account via ACH. We also received your bank information.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
********************** Inc

Customer Answer
Date: 10/05/2023

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,

***********************
Customer Answer
Date: 11/17/2023
I would like to re-open my complaint with Netgear, for the following reason.

In their response to me on 9/27/2023 at 2:46pm. Netgear said that upon receiving the item back at their Warehouse, they would process a manual refund back to my bank account via ACH, and the refund will take 4 to 6 weeks to process.

It has now been over 6 weeks since their warehouse received the item and I have not received my refund. I have sent ******* several emails regarding my refund and she is not responding back to me. I also sent Netgear all my bank information to get this refund processed on 9/27/2023.

Please let me know if there is any other steps you want me to follow to get my money back from this company.

Thank you so much.

***********************

************

Business Response
Date: 11/18/2023
Dear **************,

Good day!

I hope this email finds you well. We are working closely with the accounting department to confirm your requested refund. I'm still waiting for an update from them. We apologize for the inconvenience.

We appreciate your patience and thank you for choosing NETGEAR.

Regards,

******************
Customer Care Advocate
**********************
Initial Complaint
Date:09/07/2023
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.
From 11/08/2022 on the original purchase from Netgear and the equipment has been replaced twice already due to failure and now for the third time for more failure that is under warranty and under Pro Support. Have trying to get this resolved for over a month now. On 08/14/2023 a ***** label was issued since the equipment finally came available but when they issued the label for shipping they never sent the product. Now being passed around with who did not do this and they need to speak to this department and no results. This has been the case for all 3 open cases for this piece of equipment that I was informed that purchasing the Pro Support would better serve failures, getting things handle and having better service, not the case.
Business Response
Date: 09/17/2023
Dear **************,

I hope you are well. My name is ******* of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty 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.

**************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. ProSupport offers 24/7 priority access to technical support that includes accidental damage coverage and express replacement. We understand that you are raising your complaint due to the delay in processing your replacement related to RMA 3762954.

We have waited for restocking of the MK83 devices since the request is for a brand new kit (router and satellites). It has shipped with a tracking number of ************ and has a scheduled delivery date of Monday, 9/18/23, before 8:00 PM, estimated between 8:50 AM and 12:50 PM. Please let me know once you receive the package and kindly make a comment related to our case number, 47647356.

I apologize for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************
Initial Complaint
Date:09/06/2023
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.
The transaction was $598.99 from a check. I contacted who I thought was NETGEAR to help fix an extender for our WIFI. It directed me to their website and had me chat with one of their techs (or so I thought). He then wanted to call me so I allowed that. He said his name was *********************** and he was going to fix our extender. He remotely accessed our computer then he started showing me all of this so called malware on my computer and viruses. He said a technician could fix it and that he would give us a deal on a firewall for protection. He accessed my email, my grandmothers email, and our computer, webcam, (saw my face) etc. He said we would have to pay $200 for the firewall for four years and another fee for $288 and $68 for technician fees. He couldn't take my grandfathers credit card so he asked for a check to be sent to him. www.mywifiext.net was the website i was directed to from NETGEAR. The check was made out to Prime Technologies on 9-4-23 for $598.99. I am not blaming NETGEAR but it was part of their website. Here are the numbers who called me starting at 2:06 p.m. Sept. 4th 2023 ************** ************** called at 3:31 p.m. Sept. 4th 2023 We are in the process of cancelling their credit cards and checking account. The checking accounts name and credit card are in ****************************** or *************************************** names.Tech Name : *********************** Emp. id : ****** Toll free no : ************** Email : ************************ ***************************
Business Response
Date: 09/14/2023
Dear Mr./******************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Repair Issues and the service you received when you 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 are trying to locate any account link with your available information but we show no records of NETGEAR account, and there are no records of cases in which you contacted us for support, you tried to communicate through chat but we also can't find any records.

According to your statement, "You talk to someone named ********************* through chat and you allowed him to remote your computer and showed you malware on your computer and viruses and then offer firewall protection. He accessed your email, your grandmother's email, and your computer, webcam, (saw my face) etc. He said you would have to pay $200 for the firewall for four years another fee of $288 and $68 for technician fees. The check was made out to Prime Technologies on 9/4/23 for $598.99. The numbers who called me starting at 2:06 p.m. Sept. 4th, 2023 ************** ************** called at 3:31 p.m. Sept. 4th, 2023."

Please be informed that the phone number is not affiliated or it's not the number of NETGEAR supports and we don't offer these such complimentary security.

It's possible that you have contacted a third party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization.

Please be advised that Prime Technologies is a third-party company that offers support, NETGEAR is not affiliated with them as we have our own technical team department that offers support for our customers. You may refer to this link:

**************************************************************

Mr./******************, if you will encounter this kind of fraud again please do not hesitate to report the incident to the police. You may also Report Identity Theft to the ************************* This can help give them a comprehensive plan to recover and stay safe in the future. If you receive a call from someone you don't know please do not entertain them especially if you don't have business with them. For the charge they take from your account, we encourage you to coordinate with your financial institution and file a dispute.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 09/19/2023

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:09/05/2023
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 NETGEAR armor last year and it was set to renew in August. In June I logged on to my account and set it to not be renewed. I set myself a reminder two weeks before it expired to check and make sure I had cancelled it. I logged on to the NETGEAR armor app and confirmed it was set to NOT be renewed. Thursday 8/24 I got and email with an order confirmation thanking me for renewing my NETGEAR armor with a charge of $107.24 even though I had an email stating I could renew Armor for $39.99 the day before which I chose not to do. So Friday 8/25 I called NETGEAR and was passed around to so many people i lost track when i finally got some help from someone that confirmed my account was set NOT to be renewed and he wasn't sure why it had been renewed. I was told they would issue me a refund within 24 hours and they apologized for the mix-up. The following day i received an email stating this had been escalated to their financing department and that i would receive a refund ***** from that time. Six days from my first phone call to them i called again and after being passed from person to person for 15 minutes i was finally helped by a young lady that AGAIN confirmed my subscription had been canceled and wasn't sure why i was charged for this to begin with. She opened yet another case# to try and get me a refund. I have talked to 6 different people trying to get my card information that i never agreed for them to keep on file removed from my account so this wont happen again next year when it try's to renew yet again but my card info still shows on my account. I have never in my life dealt with such horrible customer service or a complete lack of caring for their customers. It almost feels like they do this all the time and most people just give up because you have to jump through so many hoops trying to get your money back and your card information removed from your account so they just end up giving up. Its been over a week and still no refund.
Business Response
Date: 09/14/2023
Dear ********************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding your NETGEAR Armor subscription renewal charge, the removal of your payment method from our billing system, and the service you received when you contacted NETGEAR and asked for help with your request. 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.

I have personally taken the time to review your concern and I can see that your NETGEAR Armor Security - 1 Year with contract#******** has been refunded on 8/31/2023 amounting to $107.24. This will reflect on your account in 5-7 days from the day it was refunded. The contract is now also canceled, therefore there will be no more charges in the future.

Please be informed that your credit card has been successfully removed from our billing system.

For more details:

************************************************************************************************************************************

************************************************************************************************************

If you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:

*********************************************************** or dial ************** Press 1 for Technical support.

We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:08/31/2023
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 contacted Netgear due to my hotspot not charging and Netgear told me to call Firstnet being the unit is locked and it's through them. My hotspot shouldn't be locked and this is the third hotspot that I've gone through with the battery dying on the hotspot. Firstnet told me my warranty expired on Aug 3, 2023 and tried getting me to upgrade which I don't want to do. I just want a hotspot where the battery doesn't die in a year. They're sending me a new unit with no battery and if the battery is the issue that makes no sense. I've been down this road before with Firstnet. I'm not going through this frustration again and need my hotspot to work and be reliable with my line of work.
Customer Answer
Date: 09/01/2023
It also had to do with Netgear but that was resolved and they responded.

Yes it was resolved with AT&T replacing the Netgear product.
Thanks for following up
Initial Complaint
Date:08/31/2023
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.
I contacted customer support for my ********************** router when my internet/wifi stopped working. I was advised by the support technician that I needed to purchase a service contract for $139.99 in order to get any assistance with my issue. Given that my internet was out and I rely on it to do my job, I felt I had no other choice. The support technician then advised me to hold the reset button on the back my router which resolved the issue. Wow, amazing (sarcasm). I received multiple emails confirming my purchase of the one-year service. One email indicated the service had NO auto-renewal. While another email showed a discounted price with auto-renewal. I was DOUBLE billed! Proceed to customer support to address the double billing.Low and behold one year later I receive an email that that my service contract has been auto renewed and I have been charged another $139.99.I email the support email address requesting cancellation and a refund. No response. Two weeks later I send another email following up and again requesting cancellation and a full refund. No response.Wait another week and call the support number. After a 20 minute wait time to get a support person on the phone, the support person advises me that they have put a ticket in with the billing department to review and approve or deny my refund request. When I request to be transferred to the billing department, support person advises me to call the same number I called to get the support person I'm talking to.Do NOT purchase the ***************** Their sales and billing practices are a SCAM!
Business Response
Date: 09/13/2023
Dear **********************,

I hope you are well. My name is ******* 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 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.

**********************, 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. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.

We have processed a refund for your GearHead USA - Networking Support for Home Products, 12 Months subscription, contract# ********, amounting to $139.99. This will 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.

I apologize again for the inconvenience that you have experienced.

Yours in Service,

******************
************* Advocate
**********************

Customer Answer
Date: 09/13/2023

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,

*****************************

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