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:06/20/2023

  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.

  I purchased a Netgear R6230 WiFi router on Amazon less than two years ago. I was unable to connect to it today and called Netgear to resolve the issue. They refused to help me because I have owned the device for more than 90 days and tried to up sell me on a warranty instead. I have never heard of a business charging customers to provide basic tech support over the phone. This was not a warranty situation, I was just looking for help troubleshooting the issue.

  Business Response

  Date: 06/22/2023

  Dear ********************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that 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.
  
  ********************, 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 Smart WiFi Router(R6230) is already expired for support warranty since 11/06/2021. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Netgear Nighthawk Mesh system in Aug. of 2022. from ******* I was told that it covered my house, no problem. My house is only **** square feet. I kept having issues. I pay for 1Gig of service with Century Link but my speeds were around 200MBPS. I could not work with it for it was too slow. I was told to get the Orbi 760, I bought that from Amazon. It covers **** Square feet. I still had the same problem. I contacted Customer support again. They escalated it and their final solution was to run a 20 foot cable to the router instead of the satellite. Well if that is the case, then I don't need the either the Nighthawk Mesh or the Orbi, I could pay someone to come in a run the cable in the ceiling instead of down the hallway where people can trip. I am asking for a refund on both the Nighthawk Mesh System and the Orbi but they are refusing to do so. I cannot get a refund through ****** or Amazon because I am over 30 days. When I was talking to support they said "Don't worry about it, you have an open case with us, so it won't be an issue". I have called numerous times and told a manager will call me back but no one does. I really would like my money back. The Nighthawk was $300 and the Orbi was $514.14. I can then take the money and pay someone to run the cable in the ceiling and plug directly into the Century Link router to get speeds of 900 MBPS. I have been dealing with this August but the Orbi since April. I have tried 2 ****'s so replacing it a third time makes no sense.

  Business Response

  Date: 06/14/2023

  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 your NETGEAR product issues and the service you received when you contacted NETGEAR and asked for help with your device. I would like to convey to you our sincere apologies for the inconvenience you have experienced recently with your product. This issue has no doubt caused you some frustration and we want you to know that NETGEAR Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction 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 One Year Hardware warranty. 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. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase. 
  
  The following link details product warranty information:
  
  *************************************************************************************
  
  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 contacting NETGEAR.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:06/12/2023

  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.

  Regarding reference #********. On June 11, 2023 I contacted Netgear regarding our router. I was told to contact them by our internet provider Spectrum. First of all I was having a hard time understanding the person *** that answered my call. He collected information regarding the Netgear router we have. He started talking about how good it was and that they could check to see if it was something they could fix on their end by a tech going into our Netgear unit. They said there would be a $.10 charge for them to just look into it and if they could fix it they would then charge me $139.99 for a one year of Gearhead. I asked if it would be better to just buy a new Netgear box and he said that there was nothing wrong with ours and that if they could not fix ours then there would be no charge and they would send me a new one for free. I paid the $.10 (which I was actually charged twice and charged $.01 totaling $.21) The tech was trying to assist me with something on my phone to get into something else (he did not speak very clear english either). I got frustrated with him trying to tell me how to do this and told him to "just forget it" "I will just buy a new Netgear router". I apologized for wasting his time and hung up. A little later I was checking my bank account and found that I had been charged $139.99 that I did not authorize and that I had told them to just forget about fixing my current Netgear unit. I immediately called back and spoke to yet someone else that did not speak very good english, explained what had happened and told them that I wanted my money refunded. He said he would send my request forward for review, but that it could take 4-5 days before anything would be refunded. How is it that they can make a charge to your account and the money comes out immediately, but if you want it refunded it takes 4-5 days? I feel that this was deceptive and fraudulent to be told I would not be charged but only $.10 and the charged $139.99!

  Business Response

  Date: 06/14/2023

  Dear Ms. ************** hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding a charge for the NETGEAR contract that was offered by our support 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.
  
  I have personally taken the time to review your concern and I can see that the pre-authorization of your GearHead *** - Networking Support for Home Products, 12 Months was approved that's why the charge went through. We have approved and finalized the refund for $139.99 back to your credit card as of today, 06/14/2023. The process of the refund 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. The $.10 is just a pre-authorization hold that requires your credit card for any transaction, this will automatically fall off depending on your bank turn-around time.
  
  Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  Again, I thank you for your patience and understanding.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 06/15/2023

   
  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:06/08/2023

  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.

  On March 4, 23 I bought a NETGEAR - Nighthawk AXE11000 Tri-Band WiFi 6E Router - Black for $561.33. Today, only three months later the Router stopped working. I attempted to reach tech support, live chat with no results. The Router was very expand at that price it definitely should last longer than three months.

  Business Response

  Date: 06/09/2023

  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 product issue. First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this kind of issue with the NETGEAR router that you have in your possession.
  
  ************************, 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. 
  
  The following link details product warranty information: *****************************************************************
  
  We are happy to help troubleshoot the product so that we can work out a way that it will meet your needs, we are happy to issue RMA. We encourage you to work with our technical support, aside from the troubleshooting steps that they can offer to you, they can also help us with the next course of action, by checking your device, debugs, logs, and also their findings.
  
  We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution. If you would like me to have a technician contact you please let me know.
  
  We appreciate your time and patience.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06 07 23 Hello BBB I am filing this compliant relaged to NetGear Router Model R6250 S/N 3DKE817SA11E4.I understand it's out of warranty.My complaint the router should continue to function for the purpose it was purchased for. I get bluffing and drop the internet.I confirmed with ******* it's not the internet but my router. I also 05 19 23 purchased a service agreent ***** contract that did not sovle my issue after over 10 calls, Invoice ********* GEARHEAD *** open case ******** would like that refunded as well. I am requesting a replacement router and return for the service agreement fee thank you

  Business Response

  Date: 06/08/2023

  Dear **************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding 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.
  
  **************, et 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 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 Smart WiFi Router (AC1600)(R6250) is already expired for Hardware and Support warranty since 08/22/2019. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  Since the issue was not resolved, we have approved and finalized the request for $49.99 back to your credit card as of today, 06/08/2023 under case#********. The process of the refund 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 more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support so that our technical support can configure your product once more. 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.
  
  Please note that returns and or refunds are handled directly through the reseller where the product was purchased, according to our warranty policy:
  
  *************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20157841
  I appreciate the refund and feel that it is acceptable for a refund for the service contract that I purchased on 05 19, 2023, to troubleshoot, it did not resolve the issue. The ***** was posted back to my account.

  They have exhausted troubleshooting avenue, and the last attempt worsened it

  I am asking Netgear to replace the defective   producor at leasast offer a discount credit towards a new.e.
  

  II know it is out of warranty. This router should still function as it was supposed to when I purchased it.

  i thank you for your assistance. 

   

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

  Business Response

  Date: 06/12/2023

  Dear **************,
  
  This is to acknowledge the response that you sent us.
  
  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 you are not entitled to nor given a chance to get a replacement from the manufacturer. We can only offer free one-time support to check your malfunctioning unit because the product's expiration date was far too long ago.
  
  If you are planning to buy a new device, we can give you a 10% discount code that you can use on our NETGEAR store online. 
  
  Code: MY4F-ZZ9Y-FM
  
  We appreciate your time and understanding.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************
  
  

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Netgear WiFi Router Extender during the Pandemic and have had nothing but problems since I purchased. Company said it is out of warranty and wants me to purchase an expensive tech support plan. This router costs approx $200 and should last longer than a few months. It is constantly going down and causing an interruption in my WiFi connection. I have followed the instructions to troubleshoot with no improvement. I would like a full refund or exchange for a new router.

  Business Response

  Date: 06/08/2023

  Dear ****************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding 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 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 Smart WiFi Router(R7000) is already expired for Hardware and Support warranty since 08/19/2021. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support so that our technical support can configure your product. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  Please note that returns and or refunds are handled directly through the reseller where the product was purchased, according to our warranty policy:
  
  *************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20122383
  
  I am rejecting this response because:
  

  During the pandemic, like millions of others, I was forced to work from home and needed reliable internet service. After some research, I decided to purchase the Netgear Nighthawk router to help with that. During this time, I had spotty, unreliable service. At first, I thought it was due to my provider, Spectrum. I called them and also checked with my neighbors to see if they were having connection and "dropping off" issues. My modem was up-to-date and there were no outages in my area which confirmed it was the router. I basically just lived with this inconvenience until recently where the connection is constantly disconnecting. I went through all the FAQ's and troubleshooting and even contacted Netgear's customer service **** which also did some diagnostics and sent me some links on how to shutdown and reset. After doing all of this, I am still having the same issues. I feel as though my product is defective and considered a "lemon" by ********** law. The Uniform Commercial Code provides a similar, automatic implied
  warranty of merchantability (a guarantee that consumer products are free of substantial defects and will function properly. I feel it should be replaced with a new router.

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

  Business Response

  Date: 06/09/2023

  Dear ****************,
  
  This is to acknowledge the response that you sent us.
  
  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 customers are not entitled to nor given a chance to get a replacement from the manufacturer since the warranty has expired since 08/19/2021.
  
  ******************************************************
  
  All NETGEAR limited warranties begin on the date of purchase. The length of the limited warranty will vary depending on the NETGEAR product you bought. NETGEAR warranties (as opposed to statutory guarantees or non-excludable statutory warranties), including any implied warranties, are valid only for a period of time. However, we are giving you one-time ***** support to be conducted by our technical support in order for them to check your unit.
  
  If you would like me to have a technician contact you please let me know.
  
  We appreciate your time and patience.
  
  Yours in ************************************************* Advocate
  **********************
  
  

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product: Netgear M6 Pro, MR6400.This is marketed as a premium device, sold at a premium price.Not only my unit, but there are hundreds of posts complaining that these M6 Pro devices are unreliable, dropping connections, hanging requiring reboot, etc.There was a firmware update, that actually make things worse: this new firmware removes the ability to make important configuration changes.I can provide dozens of links with these reports.I need a solution:- Take this unit back and refund the price paid in full (about $400).OR - Exchange to a brand new unlocked version (MR6550) where firmware is more stable and faster to receive updates.I no longer have service because it was just impossible to use, so I paid for the device in full but can't pay for a service I can't use. The carrier told me to contact you regarding any device-specific issue (they blame Netgear's device for not being able to use their service).I want to make it very clear that it's not exclusive to my device. I'm not willing to send it just to have it back the same way, or to receive an used/refurbished unit. These issues are widely known, and your Product Manager ***************** *********************************** is aware of all of them.Please let me know your solution because I'm willing to get in contact of Attorney General and a private attorney to deal with this.Refund it fully, or exchange for the model MR6550 where firmware is more stable and fully controlled by Netgear.Thank you.

  Business Response

  Date: 06/08/2023

  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 a product issue. 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't see a product (MR6400) registered to your account with the email address ******************** We would like to kindly request a Clear/Readable copy of your Proof of Purchase/Receipt so we can validate the warranty entitlement of the product that you are referring to.
  
  A valid proof of purchase should contain the price of the device, the store where you purchase the device, and the date of purchase.
  
  Please note that Proof of purchase is required to get warranty service according to our Warranty Return Policy: 
  
  *****************************************************************
  
  We look forward to your response.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20115789
  
  I am rejecting this response because, of course, you know the service provided is unacceptable. But you don't care as the whole Netgear operates this way.

  I submitted all information a few minutes after receiving the request. Yet, Netgear has not contacted me back. You are tricking BBB's system as you know they will close it with just a couple of replies. As you know, I might not have another opportunity to reply here, and Netgear did not leave any contact information, and doesn't reply to the ticket where I submitted the information.

  However, this will not stop me and will escalate to the Office of the Attorney General if a resolution is not satisfactory.

  Another great disappointment from Netgear product and service. Until when?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/12/2023

  Dear Mr./******************,
  
  We apologize for not being able to notify you in a timely manner.
  
  This is to let you know that we have verified the proof of purchase you supplied and registered your product with your account. Our support team will need this unit registered before we ask them to call you for support, so we wanted to let you know that we have done so. Please wait for their call within the next 24 business hours as I have asked them to call and assist you with your product-related issues.
  
  We appreciate your time and patience.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20115789
  
  This is a copy of the reply sent to Netgear support case number ********, for your prompt receipt.
  

  Please read this message carefully.
  Project Genesis ******** informed me in writing that NETGEAR is responsible for ANY software or hardware-related issues with this unit. They advertised and assured me I'm covered by Netgear warranty.
  They refused to provide any device-related warranty and referred me to Netgear.
  I no longer have their service due to the fact I could not use it, as the device does not work properly. This is a known issue by Netgear, and is not specific to my device as there are other reports of this.
  
  You are hereby REQUIRED to provide warranty, or this case will be sent to the Office of the Attorney General, the ************************ (FTC), the ********************************* (FCC) and specialized media. No settlement will be accepted at this point.
  
  You are given the opportunity to replace this device by ****** which has working hardware and firmware, or refund the purchase.
  This is your last opportunity before law enforcement is involved to the full extent.
  You have until 12:30 PM ET June 14 2023 to provide your decision, and in case of no reply it is assumed you understand and accept all the procedures that will follow.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/14/2023

  Dear Mr./******************,
  
  I am resending the same response from our recent conversation under your case#******** with us.
  
  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 One Year Hardware warranty. After further verification and review of your provided proof of purchase, this unit that you have is a plan from Project ******** We can't replace nor refund this unit as you will need to directly coordinate with the service provider.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  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. I sent a request to our management and it is now being reviewed, you may expect to receive an update once I have their response about this. I'll surely send follow-up emails if there is any information needed from you to help us resolve this concern, and youre welcome to send me a message via case number: ********. 
  
  Yours in ************************************************* Advocate
  **********************

• Initial Complaint

  Date:05/26/2023

  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.

  Purchased in earlier Sept 2022 to replace an older netgear nighthawk router. Spent over $300 on it at Best Buy. Have had nothing but issues since swapping them out. To this day it still doesn't work anywhere like my old one did but i refuse to put my old one back and use this new $300 router as a paper weight. I already had armor protection also that had just renewed and i had to pay for a new one which they never gave me credit for. i think $79 per year and now i think their fix was to just cancel both but i never got any money back so i paid around $150-160 and have no security protection. The bigger issue is the router has never worked right and i know this because it should work as good or better than the old model so i know what i "should" get with their product. you get 3 months of free support which i did a lot of and after 3 months they just cut me off without a resolution. i want my money back for everything, a new router that actually works or a different model of equal or greater value that actually works. I want my money for armor security for 1 of the years and i can add back the current year. i've tried everything i know to try and have not been able to fix it. Here are some of the cases from Sept to Feb until they cut me off and i've been trying to fix on my own since... ********, ********, ********, ********, ********, ********, ********

  Business Response

  Date: 05/30/2023

  Dear Mr. ************* 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 product and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that you only have one active Armor Security - 1 Year that is active to your NETGEAR RAX70. This was renewed once on 9/18/2022 and you requested to cancel it and ask for a refund on 12/08/2022 but due to inactivity your case was closed, your prepaid Armor Subscription may be canceled within thirty (30) days of re/purchase. If You cancel after 30 days, Your payment is non-refundable and Your service will continue until the end of Your contracted term.
  
  Please note that you only have free Armor Security - Trial from your old NETGEAR R8000P good for 30 days and it expired last 10/24/2020. Since the Support warranty entitlement of your product expired on 12/10/2022, 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 understand you are now requesting into getting a refund for your product. 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. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase. 
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  I apologize again for the inconvenience that you have experienced, but we are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. As a courtesy, we will give you one-time free support in order for our technicians to configure the unit and process RMA if the unit is found to be defective. If you would like me to have a technician contact you please let me know.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:05/24/2023

  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.

  Going on 2 months of no refund for a charge they told me the service was canceled, now they claim they need even more time as it seems the company is run or managed by a bunch of idiots! Then every time you try to chat or call them, THEY HAVE NO AGENTS TO HELP!! Go figure. I'd like this company to be outed for their truly POOR CUSTOMER SERVICE!

  Business Response

  Date: 05/30/2023

  Dear **************,
  
  My name is ******, I am a ************* Advocate with ********************** I would like to convey to you our sincere apologies for the inconvenience you have experienced recently with your subscription cancellation and refund request. This issue has no doubt caused you some frustration and we want you to know that NETGEAR Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled efficiently.
  
  I have personally taken the time to review your concern and I can see that our billing department has successfully processed your refund and they also canceled your subscription as of today, 05/30/203 amounting to USD *****. The process of the refund 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.
  
  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
  **********************
  
  

  Customer Answer

  Date: 06/10/2023

   
  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:05/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a netgear ac1900 usb Wi-Fi adapter for my computer around 3 months ago from Best Buy. The product causes windows to crash repeatedly while plugged in. Netgear has no known fix and hundreds if not thousands of people are stuck with this product. The drivers are old (2017) which probably are causing the issue for us. Netgear support hasnt done anything besides informing about some workarounds like using a different usb port.They shouldnt still be selling this product in stores especially.

  Business Response

  Date: 05/30/2023

  Dear ********************,
  
  My name is ******, I am a ************* Advocate with ********************** I would like to convey to you our sincere apologies for the inconvenience you have experienced recently with your NETGEAR product. This issue has no doubt caused you some frustration and we want you to know that NETGEAR Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction 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. At this time we will be unable to upgrade your unit.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We understand you are now requesting into getting a refund for your product. 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. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase. 
  
  We are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. If the unit was found defective, we will be happy to issue you RMA for replacement. If you would like me to have a technician contact you please let me know.
  
  We appreciate your time and patience.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************