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:08/17/2023

  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 spent over $1500 on a wireless orbi mesh system to replace my extremely reliable R9000. I switched my network over and immediately had issues with the router not being able to communicate with the internet. The issue is very clearly the router. The modem does not drop connectivity, the router just stops sharing the internet properly with the network.I purchased the device on July 30th and was having this issue repeatedly every day within 2 weeks. I contacted Netgear and they refused to help me return the device, even though I'm within the 30 day return period. I repeatedly asked for help returning it, but they kept trying to provide troubleshooting advice that did not make any sense at all. For example, I repeatedly told them the issue was for wired devices as well as wireless devices, but they provided directions for changing the wireless channel. To further confirm it was the new router, I switched back to my R9000, which uses identical settings, and everything worked on my network again. I did not experience any internet connectivity issues. The issue was very clearly isolated to the brand new router that I shelled out $1500 for.At first, I would have been happy with just a replacement of the router, but the responses I received from support continually illustrated their lack of knowledge and inability to actually help. I have no faith netgear can produce a functional product and just want to return it and go back to my previous R9000.

  Business Response

  Date: 08/17/2023

  Dear ************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** We understand from your recent correspondence that you submitted a complaint regarding Product Issues 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 are sorry to hear about your experience with your NETGEAR device. We understand you are now requesting into getting a refund for your product purchased from our NETGEAR Store online. I noticed that you have an order#******* with us which was purchased on 7/20/2023. If you decided to return your order you may process your return/refund on our store website:
  
  ***********************************************************
  
  We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution. 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.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:08/16/2023

  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.

  Purchased a Netgear Nighthawk router a year ago after many months of functioning perfectly it just stopped working. It would allow devices to connect to it but would not connect to the internet. After extensive troubleshooting including following the steps on the company's own website and reaching out to my own isp I contacted Netgear. The company response was to ask some questions and then inform me that I would have to pay additional fees in the form of a "premium support plan" before any further communication could occur since I was not otherwise eligible for phone/email/chat support. No further communication was had despite my producing the desired information, proofs of purchase, and images of the item itself. This seems like an absolute scam to force people into paying for product insurance. This needs to be made more publicly visible.

  Business Response

  Date: 08/17/2023

  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 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. 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 90 days 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 Nighthawk AC1900 WiFi Cable Modem Router(C7000v2)
   is already expired for support warranty since 03/31/2023. 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.
  
  We are more than happy to work with you in addressing your issue. As a courtesy, I can see that one of our technicians already got approval to give you one-time ***** support for them to check your device under your support case#********. You may respond to that support case so they can attend to your case.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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 purchased an Orbi network system in 2022, which came with 12 free months of Armor security. The Armor feature was never turned on by me and never used. It auto-renewed without my consent and I was charged $110.24. I could find no way within the mobile app for Orbi, or using the desktop interface on where to locate the subscription and disable it, so I opened a claim with Netgear on 7/25/2023 (claim # ********) asking that they disable the auto-renew and refund me the charge. This was within 24 hours of being charged. I never heard any reply from Netgear even though I went through their official support channels. I've added comments to the still-open support ticket asking for an update -- no reply. So I've contacted by credit card issuer and filed a fraudulent charge report with them. Exceptionally horrible customer service on **********************'s part.

  Business Response

  Date: 08/17/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Billing or Collection 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 sincerely apologize for the inconvenience that this has caused you and also for the confusion. We have approved and finalized the request for $110.24 back to your credit card as of today, 08/17/2023. The refund process takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 08/19/2023

   
  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:08/15/2023

  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.

  Dear ***/*****,I am writing to file a complaint against Netgear Inc. regarding their customer service and product quality.In 2016 October, my family purchased a Netgear Nighthawk X6 Router with model number R8000. It stopped working in 2021 due to overheat issues -- the router's temperature became hot then crushed. In 2021 December, my family purchased a Netgear Nighthawk Mesh WiFi 6 System with model number MR60, which includes one router and two satellites. However, one satellite stopped working in 2022. Recently, the other one frequently disconnected from the home network and eventually stop working last week.I tried to troubleshoot the problem by searching online but all my effort failed -- the satellites cannot synchronize with the base router anymore. At the same time, I found there are many similar complaints about Netgear routers' quality online. As a last resort, I called Netgear customer service but the representative told me our warranty had expired and the only thing they could offer is an expensive extended warranty contract.I believe that Netgear's products are not of good quality and their customer service is unsatisfactory. I would like to request that you investigate this matter and take appropriate action against Netgear. Additionally, I would like to request a full refund for the products I purchased.Thank you for your attention to this matter.Sincerely,***************

  Business Response

  Date: 08/16/2023

  Dear **************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding the Product 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. 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 One Year Hardware warranty. 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.
  
  Our Technical Support is available 24/7 for their services, and we're offering subscriptions for a customer to select according to their preference if the unit being consulted is already out of warranty, aside from the services we're offering as a courtesy.
  
  We would like to request a valid proof of purchase and a photo of the serial number of the router so we can pull up your account in the system and raise your request with the concerned department. I'll send you an update related to case number 47562201.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:08/14/2023

  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.

  Contacted Netgear since having a firmware on my mr6500 update on my hotspot it's not charging but shows it's charging. Netgear said to contact **** since it's through them. **** said they've received several complaints about the same issue. The battery shows charging but it's not charging. It's a Netgear issue and they didn't want to deal with it. This hotspot was very expensive to only last a year and a few days. I've tried all troubleshooting and nothing helped!! Companies try to blame other companies.

  Business Response

  Date: 08/16/2023

  Dear **************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand that 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. 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 One Year Hardware warranty. 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.
  
  Please be advised that the NETGEAR MR6500 is being distributed exclusively through AT&T, along with its product warranty, according to your signed agreement with them. We can only extend our Service warranty as a courtesy, following the policy protocol.
  
  With this issue, we would like to request a valid proof of purchase so we can validate this claim and inquire about an option to alleviate your concern.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 08/17/2023

   
  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.

  AT&T sent me a brand new hotspot under warranty and if I find the same problem with the software update ruins the battery I'll take this matter further. AT&T told me they've received several complaints regarding the same issue with the battery only lasting a year and it constantly overheating. These units are very expensive to only last a year. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2023

  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.

  11/05/22 $1672.90 I purchased this system for my WIFI network with a one-year MFG warranty. They are refusing to replace a defective router. I have five CS cases logged with them and over 10hrs of phone support time over last two weeks. At this point I would like a full refund of all Netgear products and services which you can see in the attached receipts.

  Business Response

  Date: 08/14/2023

  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 Guarantee Or Warranty 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.
  
  We have personally taken the time to review your concern and we can see that our technicians already processed your RMA (Return Merchandise Authorization) #*******. I already sent a follow-up to our warehouse to see what will be the reason why this is not yet dispatched as of today. I'll get back to you once we have their response.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  

• Initial Complaint

  Date:07/31/2023

  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 reached out to Netgear to replace my Orbi (Product-RBRE960B) failed after 4 months of service. I have called Netgear several times, and constantly get dropped or sent to ***** call center. **************** is horrible, subpar service, extremely bad service!

  Business Response

  Date: 07/31/2023

  Dear ******************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand that 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 & 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 One Year Hardware warranty. 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 understand you are now requesting into getting a refund of your product related to your Order number 0373563. 
  
  We have raised your concern and are waiting for approval from the higher management to return the order for a refund. I'll send you an update related to case number 47516531.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:07/20/2023

  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.

  I purchased a router 2 gears ago model # C6220 for a summer rental. Heres the netgear scam. When you reconnect your router for the next summer net gear allows a signal for 1 week then shuts down the connection! When you call they tell you that you have to sign up for a 3 month plan $49.99 in order for them to trouble shoot and turn your router back on!If this information was presented to me prior to my purchase I would not have purchased this router. What A SCAM. I think the public needs to be aware of this Scam. Actually this scam should not be legal! I bought the router in good faith! I didnt purchase the router so I would have to pay $50 every year! I can purchase e xfinity for cheaper price and not have to pay to trouble shoot!

  Business Response

  Date: 07/26/2023

  Dear Mr./**************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you submitted a complaint regarding Sales Issues 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.
  
  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 90 days 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 AC1200 WiFi Cable Modem Router(C6220) is already expired for support warranty last 10/13/2021 and hardware warranty last 07/15/2022. Since the Support warranty entitlement 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
  **********************

• Initial Complaint

  Date:07/18/2023

  Type:Delivery 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've been unable to obtain a refund from ***** as the Courier, nor Netgear as the Shipper for a Netgear Orbi Mesh Router System I purchased from Netgear in March. I have not taken possession of the merchandise, which ***** claims to have delivered and I have not received. Netgear refuses to work with ***** to provide me a refund, claiming there is no policy in place to reimburse a customer if the item is not received from THEIR courier, *****. The claim from Netgear is that ***** is responsible for the packages once it is in their possession, while ***** claims Netgear has a reimbursement / Credit policy for such scenarios. Bewteen them both I have gotten nowhere and no refunds since March. I filed an complaint with BBB regarding this issue earlier this year with ***** as the company at issue, and it appears it was closed, so now I am doing so with Netgear as the company at fault for both the lack of refund and lack of policy and willingness to work with ***** to reimburse my loss. I included an attachment with details and screenshots of the matter. Please help me get a resolution to the $1034.41 I have lost.

  Business Response

  Date: 07/20/2023

  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 Delivery Issues of your NETGEAR Store order. I would first like to thank you for your feedback.
  
  We have personally taken the time to review your previous case about your order#******* and we can see that the package was delivered to the address provided. Please note that this is a signature required and it shows that it was signed for by KKEVIN. As stated on the NETGEAR Store website; Customers are responsible for tracking the package and being available to receive the delivery, and the shipment is under the cardholders ownership after it leaves the NETGEAR warehouse.
  
  ************************************************************************************
  
  Please do not take it negatively as we're setting aside your request. We'd like to be transparent about the process and regulations that we have to abide by and implement since your order has been received as indicated on ***** tracking#************.
  
  We also advise you to get in touch once again with ***** directly if you want further information about the package they marked as delivered, in order to quickly fix this issue. They were in possession of the parcel and have access to their website, where it displays delivery, so they should be able to assist you with claims.
  
  Thank you for your cooperation and for choosing NETGEAR. We appreciate your business with us.
   
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20329747
  
  I am rejecting this response because: 

  As explained in the attachment to the complaint,

  1. **** is NOT my signature, what the ***** driver does as I have now witnessed first hand on a separate delivery since then, is indicate with a hand-held device that someone signed for a package, whether they did or not. It does not actually let you sign and provide a digital representation of that signature. The device generates the signature. It is NOT an actual customer signature, and does not actually require a signature  for the driver to generate it.

  Second, I work from home and have a doorbell. It was not rung and those were work hours when I was home. To say it is my responsibility to be available to receive a package while in the possession of YOUR courier who failed to deliver is unacceptable - especially given I was home.

  Third, ***** claims there is a Netgear lost package process I need to call Netgear to initiate and keeps telling me to reach out to Netgear, then when I do, Netgear sends me back to *****. This has been going on for MONTHS. 
  

  I need my money back.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/25/2023

  Dear ******************,
  
  This is to acknowledge the response that you sent us.
  
  Unfortunately, we can't do anything about your order. Please keep in mind that we have no control over ***** once they have the package and able to guarantee delivery to your address. You may file a claim to ***** as they are the one who handle the package during shipment.
  
  As stated on *****; for future shipments, they encourage customers to register for ***** Delivery Manager . ***** Delivery Manager is a solution that gives residential package recipients more control over their deliveries, and allows them to receive alerts, request a hold for pickup at a convenient location, sign for packages online, provide delivery instructions, and request a vacation hold. Learn more at fedex.com/delivery
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************
  
  

• Initial Complaint

  Date:07/12/2023

  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.

  Bought the Net Gear Router Nighhawk AX6 and after two months it stopped working. After several calls and being pushed into a $139.99 warranty that is useless. I finally was told that their employee put in the wrong email information but they would correct within 24 hours and that was three weeks ago. Today I was told the same thing except I cant get a replacement until the email issue is addressed. Worst customer service experience ever. I do not want the $139.99 warranty that they shouldnt be selling to anyone. I need help and I need it now.

  Business Response

  Date: 07/20/2023

  Dear ********************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your NETGEAR device and the service you received when you contacted NETGEAR and asked for help with your RMA and profile management. 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 sincerely apologize for the inconvenience that this has caused you. I have personally taken the time to review your concern and I can see that your email address has been successfully updated on 07/14/2023. We already requested our technicians who are currently handling your support case#******** to reach out and proceed with replacement processing. Kindly anticipate a callback from them and make your line open.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************