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:03/02/2025

  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.

  Below is my information that I have sent to Netgear, I spent 1.5 hrs almost and did not resolve this issue, I was asking extended warranty of my hardware product that I purchased it and it is also mentioned on their website, but they did not solve this issue at all, took hours to find out ways. No response from the company over the phone, Netgear and ********* are not providing better technical and customer support at all. Hi ********************** Product is good but worst Tech and Worst Customer Support in entire world, I need $100 refund of my Orbi 970. Representative wasted my 1.5 hours and did nothing.. I am loyal customer and using it since 2005 and you can see my product on ********************** list of all products, when I asked extended warranty, tons of giving information and did nothing.Previously the case was ******** when I have requested extended Warranty Details and spent 1.5 Hours and did nothing except sending an email without link, how is it possible that I can pay on over the phone, may be I will be scammed or fraudulent activity, I need genuine link so I can pay for extended warranty, just like I did it with my WIFI 6 Mesh Netgear System in the past, it is shame, wasted time and did not receive any solution.. I am very disappointed. I do not want to inform Better Business Bureau or Consumer Ratings or ******************* I am loyal customer, and I have been using ********************** Products since ******************************************* my product list. I need full compensation and please review preview previous Case Number ******** please. Thanks Regards,******** ***** ************

  Business Response

  Date: 03/05/2025

  Hi ******** *****,
  
  Good day!
  
  My name is ****** from the NETGEAR ************* Team, and I am addressing your complaint.
  
  I apologize that the previous support representative handling case ******** did not provide you with information on extending your warranty by purchasing ProSupport Extended Warranty. Your concern has been escalated to the team for investigation to ensure the agent receives coaching on the importance of assisting customers and providing accurate information.
  
  I see that in your case ********, one of our support representatives explained why the ProSupport Extended Warranty is no longer available for our premium routers, such as the Orbi system and Nighthawk routers. They mentioned that your Orbi RBE971 has an active NETGEAR Armor subscription, which not only covers your network security but also provides unlimited support and hardware warranty as long as you renew it annually.
  
  ***********************************************************
  ************************************************
  
  I understand how frustrating it can be to invest time in something without any benefit, especially considering your long-term use of our product. We acknowledge your request for compensation due to the inconvenience caused. We sincerely apologize, but unfortunately, goodwill gestures are not available for this type of concern.
  
  I'll escalate your $100 refund request to the management team. While I can't guarantee approval, I will keep you informed as soon as they respond to this inquiry.
  
  
  Your patience and understanding are very much appreciated.
  
  Best regards,
  
  ******
  Sr. ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a whole home mesh system from ******* on sale. (Was their last unit). I chose this unit as it was aesthetically pleasing and would blend into the home decor easily. Once I got it home I set it up and everything went fine. Then the issues started. The satellites for the mesh system took an update. They were all in the same room with the router per directions of setup. When this happened one of the routers crashed and took a bad update. (Wise spread known issue on these). Reached out to netgear using chat. Employee diagnosed the issue as a bricked unit due to faulty update. He refused to proceed with a replacement and demanded I take it back to *******. Closest one with stock was over an hour each way. I then called back and got another person. They processed the replacement. But said my system was no longer in stock and was an old unit. Had me send proof of purchase In. Then told me some one would reach out about a replacement. Then I had another call the next day asking me for the serial number of the unit. I sent that in. Then the next day another phone call telling me that they would be sending out another satellite of their new system. I asked if it matched and they sent me the model number. It is completely different. I asked that they send out a full kit and Ill send the old kit back to them since its different tech and also looks nothing like the others. And they said he would need to get that over to another department. No that department is refusing to send out matching tech on a brand new system because I dont meet the criteria. Why do you sell a matching kit to people then refuse to replace with matching equipment ? I use to love net gear. Been a customer since 98 when home routers first came out. Now I will be hard pressed to buy another net gear product. Claim id for ********************** is ********

  Business Response

  Date: 02/23/2025

  Hi ***** W ******* Jr,
  
  I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty Issues. I would first like to thank you for your feedback. 
  
  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 one-year hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to a 90-day Service warranty from the date of purchase for any technical assistance.
  
  At this time, we do not have an available Orbi AC1200 Dual-Band Mesh Wi-Fi Add-on Satellite (RBS10) in the warehouse, and our support confirmed the compatibility of RBS20 in your system. We are keeping your case open, ********, and kindly confirm on the case if you agree with the replacement offered by the management.
  
  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22973112
  
  I am rejecting this response because:  I am still waiting on a tracking number or even an email saying it has been sent and nothing.  This is getting beyond ridiculous and again the fact that you can not send out a matching set is ludicrous.   If this is how you are going to handle business you should pull all your products from the selfs as soon as you decide to no longer make them.   To keep this from happening.   And the fact that this is a known issue of this router since day one and you still are treating this with such lack of responsibility.   When you sell a matching set of anything you should always make sure to replace this with a matching set if you no longer make a. Product that matches already owned items.  
  
  Sincerely,
  
  ***** W ******* **

  Business Response

  Date: 02/26/2025

  Hi ***** *******,
  
  I hope this email finds you well.
  
  We initiated the *** ******* for the replacement of the Orbi AC1200 Dual-Band Mesh Wi-Fi Add-on Satellite (RBS10) into the RBS20 unit. 
  
  Your replacement will be set for Standard Swap Exchange. This option allows you to return the defective unit to the *** fulfillment center at your expense. As soon as the fulfillment center receives the defective product, a replacement unit is shipped out in one business day via ground services at NETGEAR's expense.
  
  Please package the product securely. Do not include manuals, software, cables, or mounting brackets. NETGEAR only replaces the defective unit and will not return other accessories. Include your contact information with your name, address, phone number, and *** number inside the package. Send the product to the *** fulfillment using the address below and write your *** number on the outside of the package you are returning.
  
  *** *******
  Shipping Address:
  NETGEAR Returns
  c/o Tracelogix
  ***************************
  *****************
  
  You may also check the link for more information:
  ********************************************************************************
  
  Please let us know the tracking number of the courier so we can also monitor your returns. Kindly refer to your open case 48866083 for further queries.
  
  Thank you for choosing NETGEAR.
  
  Kind regards,
  
  ******* *.
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22973112
  
  I am rejecting this response because:
  This company is still

  selling a known defective item and then when it does brake they want the consumer to pay for shipping to return the product.   This is crazy.   The company making the defective equipment should handle all shipping fees especially since they are only offering an unmatched unit to replace a matching set.  Thats like **** putting a red bumper on a black car and saying ohh we replaced it for you.   By the way I know it was our fault but you have to pay the shipping cost to get the part back to ****     See the crazy ness here?
  Sincerely,
  
  ***** W ******* Jr

  Business Response

  Date: 03/07/2025

  Hi ***** *******,
  
  Thank you for your comments and feedback.
  
  We would like to advise you that in order to obtain warranty service under the NETGEAR warranty, during the NETGEAR products warranted period, you must submit a valid claim by obtaining an *** number, returning (at the customer's shipping cost) the failed product to the address we will provide, and submitting the valid proof of purchase.
  
  You may confirm the information from this link: ******************************************************.
  
  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 one-year hardware warranty. Thus, we initiated the *** ******* and offered to upgrade your RBS10 to RBS20, which was confirmed for its compatibility by our engineering team. Replacement products will be returned to you at NETGEARs cost.
  
  Please let us know your tracking number from the courier of your choice so we can monitor your replacement's progress.
  
  Thank you for choosing NETGEAR.
  
  Kind regards,
  
  ******* *.
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:02/17/2025

  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.

  - Item purchased 12/22/24. $534.85 - Item returned to sender due to incorrect address - Netgear received returned product on 1/7/25 via ***** tracking - I requested a new item to be shipped...never happened after Netgear confirmation - After not being reshipped, I requested a refund multiple times...refund was never sent as of 2/17/25 - I've contacted Netgear multiple times and continue to get "under internal review responses"-

  Business Response

  Date: 02/19/2025

  Hi **** *****,
  
  I hope this email finds you 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 for your order *******. I would first like to thank you for your feedback. 
  
  We confirmed that you have been refunded on 2/17/2025, amounting to $534.85. This refund will be reflected in your account in 3-7 business days.
  
  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 02/19/2025

   
  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:02/05/2025

  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.

  On January 28th I was charged $99.99 for Netgear Armor for my old router. I contacted customer support and they said I should receive refund and would receive an email. On January 30th I was charged $49.99 for Bitdefender and $30 for something from Netgear.I never received an email for the initial request so I opened a ticket on January 31st to track the request. The ticket is ******** and no one responded to that ticket. After not receiving a response to that ticket I opened an additional ticket on February 2nd.The new ticket is ********. In the new ticket I highlight all three charges I am seeking a refund for. On February 4th, ***** issued a refund for $30. I responded on the same day acknowledging that refund and asking about the other two refunds I was requesting. On February 5th the same customer service person completely ignored my request and closed the ticket. I am still due $99.99 from 1/28 and $49.99 from 1/30.

  Business Response

  Date: 02/06/2025

  Hi ****** ****,
  
  Good day!
  
  My name is ****** from NETGEAR ************* Team and I am contacting you regarding the complaint you raised.  I have thoroughly checked the related cases and confirmed the events you shared in your email.
  
  I'd like to convey our sincerest apology as your concerns on case ******** were not fully acknowledged. Please note that this is not the kind of service we want our customers like you to have. The agent in question is now subjected to coaching and rebriefing on the importance of providing an excellent customer service experience.
  
  I see that on case ******** dated 1/30/2025, the support informed you of getting a refund from NETGEAR if the Armor is managed by us and getting it through Bitdefender if the service is managed by them.
  
  The agent should have probed for more information about the charges of $99.99 and $49.99 as these transactions aren't visible on your account. To set your expectations right, the refund that CCA ***** completed is the only transaction visible on our end. To further assist you with the remaining transactions, we are hoping you can respond with the confirmation you received regarding this charge so we can determine if this can be refunded on our end or need to reach out to Bitdefender for them to complete it.
  
  I look forward to your response.
  
  Yours in service,
  
  ******
  Sr. ************* Advocate
  **********************

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22905333
  
  I am rejecting this response because: I appreciate the response, but I didn't see another way to respond other than rejecting the response.
  

   

  Thank you for the explanation that the $30 was all you could see from your end.  

  I originally purchased BitDefender through a Netgear Armor link I received.  The two charges indicate they are from ***************, from ***************  They both indicate they are for bitdefender renewal.

  If I need to go directly to them I will, but I purchased it through a Netgear Armor link.

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

  Business Response

  Date: 02/10/2025

  Hi ****** ****,
  
  Thank you for your response.
  
  To set your expectation right we collaborated with *********** so our customer can also secure their network with another layer of security using Armor. I understand that you activated the service through the NETGEAR Armor link, just to set your expectation you can buy the service either from NETGEAR through the Nighthawk application or through the NETGEAR Armor link which is a transaction directly with Bitdefender. Hence as much as I'd love to help you with the refund since it is purchased from Bitdefender we do not have the option to process the refund for you and you will need to reach out to Bitdefender.
  
  
  Your understanding is very much appreciated.
  
  Best regards,
  
  ******
  Sr. ************* Advocate
  **********************

  Customer Answer

  Date: 02/26/2025

   
  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:01/31/2025

  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.

  We purchased a wifi router from Best Buy in October 2024. The 2.4gHZ transmission failed catastrophically on January 28th, 2025. Best Buy would not give us a refund for the item so we had to phone Netgear. After nearly 3 hours of troubleshooting which we tried explaining didn't work (waste of our time, company doesn't listen to customers) they refused to issue a refund on a clearly poorly made product (again only 3 months old). Instead, they have processed a replacement but in our submitting this to their system have MADE US, THE ****** PAY FOR SHIPPING THE BROKEN ITEM BACK TO THEM. Let that sink in for a moment. So not only do we lose our money to 2 companies for a crappy product, but we also have to pay out of pocket for shipping. We are appalled at the customer service from this company, along with quality. We want a refund for the item ($336 after tax) and a refund for the shipping to send back the broken router. I think this is completely reasonable given the circumstances and what happened. I hope other people read this review so they can avoid any Netgear *********** be clear. They can have their replacement product back if they want it. They can pay to ship that back and refund us. While I should also demand they pay for my partner's time he spent on the phone with them ($100/hr), I'll be generous and exclude this.

  Business Response

  Date: 02/04/2025

  Hi **** **********,
  
  Good day!
  
  My name is ****** from NETGEAR ************* Team and I am responding to your recent BBB complain.
  
  I am sorry to know that you encountered issues with your 3 mos. old NETGEAR product and ******* refused to refund you the product.
  
  Please note that your warranty covers support and replacement of the same or functionally equivalent product, at its discretion, free of charge (except for shipping charges as provided above). NETGEAR itself does not give refunds or offer product upgrades. Refunds come from the place of purchase only. 
  
  I hope you understand that troubleshooting the device is a vital procedure to determine what was wrong with the unit as it is working in the past 3 mos. The issue might not be isolated to the unit only but it can be with your internet service provider, changes in your network setup and environment, hence may still occur even if you use a different router brand.
  
  As a resolution we can send you a replacement in advance waiving the shipping fee, you will received an encrypted link to complete it with your payment information not to charge you but it will just for collateral purposes. You will receive the replacement first and along with that is a return label for you to ship the faulty unit back in 10 business days to avoid administrative fee.
  
  Please note that the replacement might not be a permanent fix as what In can see the troubleshooting was not finished as you demanded a replacement or a refund.
  
  ******************************************************************
  *****************************************************************
  
  We look forward to your response.
  
  Best regards,
  
  ******
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:01/22/2025

  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.

  When attempting to set up a new Netgear router, we were having trouble so we contacted Netgear customer support. We were told that with this new router we were required to purchase a firewall subscription, either by a monthly fee or an expensive, several hundred dollar lifetime fee. We did not want to pay for a subscription so we hung up to research it. We found many, many reports online about other people being told this exact thing by Netgear customer support, but that the subscription is NOT required. We were able to figure out the setup on our own without the subscription. I can only imagine how many people out there have been scammed by them, because of their customer service employees outright lying about an expensive subscription being required when it isn't.

  Business Response

  Date: 01/23/2025

  Hi ****** *******
  
  Good day!
  
  My name is ****** from NETGEAR ************* Team and I am contacting you regarding the complaint you raise about our support services.
  
  I can't imagine the frustration you experienced as a fresh NETGEAR customer to know that the new router would be expensive to maintain as the agent you spoke with requires you to purchase an expensive firewall. But please let me set your expectations right, newly purchased NETGEAR products from authorized resellers have a complimentary warranty for hardware(365 days) and support (90 days). 
  
  ******************************************************
  
  In addition to that NETGEAR will not require customers to purchase a firewall subscription, we also do not have a lifetime subscription. I suspect that you have come across with third-party technical support team. We are glad you did not proceed to purchase any subscriptions from them, We are actively working on this kind of incident, so we hope you can supply the following information.
  
  -Where did you find the number to call?
  -Do you have the number/URL of the website?
  -Did the agent claim to be NETGEAR?
  -What was the name of the service they were sold?
  
  
  We look forward to hearing back from you.
  
  Best regards,
  ******
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:01/21/2025

  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, seller of the **** home mesh WiFi system, refuses to provide basic IT support for their product unless we enter into a paid subscription service. This is exceedingly poor customer service and bad faith behavior by the business. They go so far as to disable customer ability to install necessary updates to firmware, so that the product becomes inoperable without the paid subscription service. This extortionist behavior leaves the customer with little choice but to pay the subscription service fee or give up on equipment that needs nothing more than basic tech support and buy another product. Im extremely disappointed in the companys decision to treat their customers this way.

  Business Response

  Date: 01/22/2025

  Hi **** *****,
  
  I hope this email finds you 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 Service Issues when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. 
  
  NETGEAR Inc. provides a one-year hardware warranty to all units purchased from our website and from an authorized reseller. The product is also entitled to a 90-day service warranty from the date of purchase for any technical assistance.
  
  We apologize for the inconvenience if you were offered a technical service contract to check on the unit that doesn't have a warranty entitlement anymore. This contract offers around the clock assistance to your NETGEAR and non-NETGEAR network devices.
  
  We would like to request a clear or readable photo of the device, the back and bottom of the unit containing the *** MAC, IMEA, etc., and a copy of your proof of purchase or receipt to validate its warranty.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22840684
  
  While I appreciate the response, I am rejecting this response because it misses the point of the complaint. My concern is that basic technical support to maintain updated firmware is only available as a paid subscription now that the warrantee period is up. It is absurd that I am not able to install firmware updates myself (the app says no updates available). When I spoke to the service *** said said it could be fixed easily and I just have to pay the service contract price. This planned obsolescence is seemingly designed to extract support contracts from customers who have sunk money into the system. To resolve my concern, I would like to have access to maintain the device myself thru the app. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/06/2025

  Hi **** *****,
  
  We apologize for the inconvenience.
  
  We understand you are unhappy with your recent experience with our support teams. This time, we referred your concern to a higher-level tier of technical support. Please keep your phone line open and check your email for any follow-up. It is related to your case 48811119, and we will be monitoring its progress.
  
  Thank you for choosing NETGEAR.
  
  Kind regards,
  
  ******* *.
  Customer Care Advocate
  **********************
  
  

• Initial Complaint

  Date:01/05/2025

  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 had a subscription with Netgear's Armour product that renews every December. I stopped using their product early in 2024. So, I contacted Netgear and cancelled my subscription and requested that they remove my payment information. They indicated my subscription was cancelled when I contacted them in August. Then on December 24 2024, I got notification that I was being charged ****** for my subscription. A day or two later, I got an email indicating the subscription had been cancelled. I checked my credit card account and I was charged ****** but I have not been credited for the charge as of this date. I do not know why they charged me in the first place and why they have not issued a credit. I did contact them and they indicated they would open a case. I have not heard back from them and have attempted to reach them and their support number puts you on an infinite hold. They were not authorized to make the charge and they should not have my payment information.

  Business Response

  Date: 01/23/2025

  Hi ******* ******,
  
  Good day!
  
  I am responding to this complain regarding your Armor renewal. I believe this concern has been dealt with under the case number ********. Where we have completed a refund of  $106.99 on 1/8/2025 which should have reflected back to your account by now. We have also confirmed deletion of the card associated to the service so you can expect no future charges.
  
  Once again we thank you for raising this to our attention which allows us to better our service.
  
  Yours in service.
  
  ******
  Customer Care Advocate
  **********************
  
  

  Customer Answer

  Date: 01/26/2025

   
  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:01/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Netgear has rendered my network almost useless by claiming that it requires firmware updates (that should be automatic) but since I have not paid for a subscription that was never stated prior to purchase I can not receive the necessarry updates. I need to log into my account, I can not apparently because of a missing update, I can not receive the update without paying for additional services. they have essentially holding the equipment hostage unless I pay MORE money to get it to work simply because they made it stop working in the first place.. YOU HAVE BROKEN MY EQUIPMENT AND EXPECT ME TO PAY FOR THE PRIVILEGE OF FIXING IT??? How is this not illegal?

  Business Response

  Date: 01/23/2025

  Hi ***** *********
  
  Good day!
  
  I am responding to this complain regarding your Orbi app login issue. I believe this concern has been dealt with under the case number ********. Where we have our support expert assisted and successfully logged you into the app. If further assistance is needed please let us know.
  
  Once again we thank you for raising this to our attention which allows us to better our service.
  
  Yours in service.
  
  ******
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:01/03/2025

  Type:Order 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 pay for a subscription for Netgear Armor which includes antivirus and other home computer defenses. It also includes parental controls to limit my children's access to the internet. This is controlled via an iPhone app. I reported the app does not work on 11-6-24. Netgear asked for some debug logs from my computer. I kept sending them and they kept saying they cannot download them. After I multiple attempts and telling them this is ridiculous. I have used One drive links and ****** links many times without problems and insisted they escalate to a supervisor, then finally they said they could now download the files on 12-4-24. I have been contacting them since to fix the system. I have no parental controls which I pay for. I received yet another update on 12-24-24 (the last update) that they are still working on this. I am paying for this and not getting what I need. I invested in their routers so I could use this system. I cannot just cash out and switch systems. I need them to fix this now and stop cheating me out of my money. I find it hard to believe that no Netgear uses have been able to use parental controls since November. If others can use it, then I should be able to also. If I am the only one who cannot, then issue me new equipment.

  Business Response

  Date: 01/03/2025

  Hi ****** *******,
  
  Good day!
  
  My name is ****** from NETGEAR ************* and I am responding to your complaint with a related case 48650482.
  
  I am sorry to know you've been dealing with a subscription issue for a while now and already exhausted with all the troubleshooting and have been waiting for too long now hence you demand a replacement.
  
  Please note that Smart Parental Control is a paid service. The router will still work without it, which means this is not a hardware issue, we can proceed with your replacement request as you like but this is not a guarantee that the issue will be resolved.
  
  If you want to proceed, please kindly respond with a clear copy of your INVOICE as well as a clear/readable photo of the WHOLE back/bottom of the unit containing the Serial Number, MAC, IMEA, and other information found on the back of your NETGEAR product.
  
  A valid proof of purchase should contain, the NAME and PRICE of the device, the STORE where you purchase the device, the *** number, and the DATE of purchase.
  
  As stated in our Terms and Conditions we require proof of purchase/ receipt for your hardware warranty so we can move forward with the replacement process this can be found at ******************************************************. If you no longer have your proof of purchase we highly suggest that you reach out to the store where you purchased the device to request a copy
  
  I look forward to hearing from you.  Thank you for your cooperation.
  
  Best regards,
  
  Gilles 
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22761340
  
  I am rejecting this response because: I am asking them to fix their software problem.  They are offering to replace the Orbi hardware and at the same time saying that is unlikely to resolve the issue.  They are avoiding the problem.  They state  "Please note that Smart Parental Control is a paid service."  Paid yes, but do you get a service?  No.  I have paid for weeks of no service.  I want a credit and I want it fixed.   I am not even receiving any expectation about when it will be fixed.  When I brought this to their attention, they delayed repeatedly to open my debug file link.  They said they need this to fix it. Only after I said to share my link with her supervisor did it   

  They also had me shut off automatic updates.  I don't think my router is updating any longer which is going to make my system vulnerable to attack.  So, I am not getting adequate system protection either.  

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

  Business Response

  Date: 01/23/2025

  Hi ****** *******,
  
  Good day!
  
  I am responding to this complain regarding your Smart Parental Control issue. I believe this concern is currently being worked on by the engineering team under the case number ********. We appreciate your continued patience and cooperation with our support experts. I perfectly understand that you refuse to have the unit replaced especially that there is no guarantee it will resolved the issue. As you are still working with our team to resolve the issue, alternative option that we can offer is to extend your ****************************** depending on how many days the issue is ongoing, from the day the issue was reported until it is considered resolved. We will monitor the progress of your case and keep it open until resolved.
  
  Once again we thank you for raising this to our attention which allows us to better our service.
  
  Yours in service.
  
  ******
  Customer Care Advocate
  **********************
  
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22761340
  
  I am rejecting this response because:  The response is disingenuous.  Negear states that I "refuse to have the unit replaced especially that there is no guarantee it will resolve the issue".  I said no because they strongly indicated that it was a software and not a hardware problem.  Negear indicated changing the hardware would not solve the problem, so I did not want to waste my time.  I am extremely busy and have spent enormous amounts of time on the phone with support.  There is only so much one should have to go through for this.  If they think there is a chance changing the hardware will resolve the situation, I am willing to try.  They can send me a new (not refurbished) Orbi and satellite).  I will probably have the receipt in my email, but no guarantees on that.  They had said last time I have to submit it.  They should have this information readily available from when I registered the product.  Please inform me what date I registered it and I can look for emails from around then.  While I certainly would look back, don't condition resolution of my situation now dependent on this receipt.  You can see I am running an Orbi/Negear system and that no one else has ever registered my unit's serial number.  Clearly it is my unit..

  I will certainly want to be credited for all these down months spent without full service, but my main concern is I want the system fixed faster.  The current timeframe has been entirely unreasonable.   I cannot control my kids' internet access adequately without this.  I also do not want BBB to ask me if I accept Netgear's response if the system is still down.  I will consider accepting their response once the system is fully operational.  

  Sincerely,

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