Business Profile

Internet Services

NETGEAR

Headquarters

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Complaints

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

Customer Complaints Summary

426 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/17/2023
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 received notice today that they plan to charge me next month for ******* ******* that I no longer use, since I no longer use their product at all. Their website offers NO WAY to cancel the subscription, only as RUNAROUND. I called support, and they are also USELESS.I JUST WANT TO CANCEL THE SUBSCRIPTION, AND THEY WANT TO PLAY GAMES INSTEAD.
Business Response
Date: 05/17/2023
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 Billing or Collection Issues for your Armor renewal notice. I would first like to thank you for your feedback. I will make every effort to ensure that your case with ** is handled efficiently.

We would like to inform you that all services and billing have been canceled for your NETGEAR Armor Security - 1 Year with contract#********. You will be assured that this contract will expire and will not incur any renewal charges.

For more details:

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

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

Thank you for choosing NETGEAR and have a great day!

Sincerely,

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

Customer Answer
Date: 05/17/2023

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.

Sincerely,

***********************
Initial Complaint
Date:05/16/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We me and my mom ******************* purchased this device in ***************** sometime in October 2022 for $150 or something and product had a 90 day warranty. I was able to figure out to do/work this product myself until last night. When I called last night and this morning for assistance I was told it was out of warranty and I would have to pay $140 (1 yr) or $229 (2 yr) warranty to get anybody to help me with product. Product came in box with instructions to go to a mobile app and set up the product--no personal help was offered and personal help is hard to get with this Netgear-Nighthawk RAX41 Ax5 AX3600 (my serial number ******************** and that should be listed on the box that no personal help beyond 90 days from purchase is available w/o extra payment of dollars. Also I don't want to be charged any more than the 21 cents twice as company was unable to help me resolve issue as they are just general talking thru people with different devices that want internet access. I would like a refund of the 42 cents on my **** Club Mastercard but if they are not willing to do that I just want other customers to be aware of this shady company.
Business Response
Date: 05/17/2023
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 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.

I have personally taken the time to review your concern and I can see that the support warranty entitlement of your product expired on 01/08/2023, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product. Please be advised that New NETGEAR products comes with a one-year warranty and 90 days of complimentary technical support.

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

For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.

Please be advised that no charges have been made to your account because, as mentioned in your support case#********, you rejected to sign the support contract after they helped you with your technical issues. The cents that were displayed on your end as pending are a pre-authorization hold from your card provider and will release based on how quickly your bank turnaround time.

Thank you for contacting NETGEAR.

Regards,

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

Customer Answer
Date: 05/21/2023

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:05/15/2023
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.
Following the procedure detailed by Netgear for cancelling a subscription for Netgear Armor as outlined on their website, I have not received any followup to my request for cancellation and a refund. The request was made April 28 2023. Netgear appears to minimize support opportunities, and ignore request for assistance in a timely manner. Also, requesting information on a case, (case automatically generated by the original request) leads to another case being created.I would like Netgear to respond in a timely manner to requests which appear to follow their posted procedure.
Business Response
Date: 05/17/2023
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 billing issues and the service you received when you contacted NETGEAR and asked for help with your charge. I would first like to thank you for your feedback. I will make every effort to ensure that your case with ** is handled efficiently.

I have personally taken the time to review your concern and I can see that we already approved and finalized the request for cancellation and refund of your subscription amounting to $32.40 back to your credit card as of 05/15/2023. 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.

Thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Customer Answer
Date: 05/17/2023

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. Netgear has slow customer service. The promised credit has hit my credit card. If Netgear would respond in a more timely manner, these kind of issues would not happen. Thank you for providing this service.

Sincerely,

*************************
Initial Complaint
Date:05/11/2023
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.
Router stopped working still in warranty but refused to replace it unless I paid them $180 for a yearly subscription
Business Response
Date: 05/11/2023
Dear ****************,

Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you submitted a complaint regarding Guarantee Or Warranty 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 ** 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 both of your registered NETGEAR product is already expired for support and hardware warranty. Since the Support warranty entitlement of your product has been expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.

NETGEAR 8-stream AX WiFi Gateway(CAX80)
Hardware Warranty
Status: Expired
Expiry Date: 11/07/2022

NETGEAR (R7000) AC1900 Smart WIFI Router
Hardware Warranty
Status: Expired
Expiry Date: 02/02/2017

We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support to check your router. 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:

*****************************************************************************************************
For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 05/13/2023

Complaint: 20045963

I am rejecting this response because: When I first contacted you guys the first 2-3 times it was still in warranty and you were trying to charge me a yearly subscription for any help even though it was still in warranty and now I'm out $400

Sincerely,

*********************
Business Response
Date: 05/15/2023
Dear ****************,

This is to acknowledge the response that you sent us.

We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support to check your router to process a replacement if needed. 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.

What does the "Out of $400" mean, if you don't mind my asking? I don't see any support contract payments on your account as of this writing.

Thank you for contacting NETGEAR.

Regards,

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

Customer Answer
Date: 05/16/2023
Complaint: 20045963

I am rejecting this response because: I need a refund Ialready threw it away and got a new router since the customer support was so useless at helping me even though the product was still in warranty they wanted me to pay a yearly sub to even help even though it was in warranty the $400 is how much I paid for the router and it didn't even last a whole year.

Sincerely,

*********************
Business Response
Date: 05/17/2023
Dear ****************,

This is to acknowledge the response that you sent us.

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. 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.

Please be aware that the warranty has expired on both of your NETGEAR products. If you disposed of the unit, we are unable to assist you in the event that it turns out to be defective since the only offer we are able to make is an exception for a single, complimentary replacement even if the warranty has already ended.

Kindly take time to read our warranty information:

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

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

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 3rd 2023 I contacted Netgear as advised by my internet provider to fix an issue with their router. I was told that I could not be helped unless I provided my credit card information as a verification but at the end of the call I was told I was going to be charged for and extended warranty I never authorized. Upon waking up in the morning I had multiple pings on my bank account charging it.
Business Response
Date: 05/05/2023
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 billing or collection 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.

I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. 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 on 12/06/2022, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.

I have personally taken the time to review your concern and I can see that your issue (No Internet) has been fixed by one of our technical support specialists under case#********. We also noticed that you have agreed to avail of the GearHead *** - Networking Support for Home Products, for 12 Months but as of today, (4) collection of payment attempts was unsuccessful due to authorization being declined. Meaning there's no payment collected yet with your contract purchased even though the issue has been fixed.

For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.

Thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Customer Answer
Date: 05/05/2023

Complaint: 20017071

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 05/09/2023
Dear ********************,

Please note you have NOT been charged for this subscription, you might see a hold in your account but nothing was withdrawn. Your bank may require up to 7 business days to release this hold.

We appreciate your business!

Thank you for choosing NETGEAR.

Sincerely,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:05/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
April 1, 2023, I contacted Spectrum my internet was running slow, I was trying to pay my bills and my grandson was trying to do his homework's. Spectrum ran a test the Spectrum Modem was fine. It was the NETGEAR Router. The internet speed was 4.2 and it should and it should be one hundred or more. Spectrum said I need to contact NETGEAR. April1, 2023, I contacted NETGEAR customer support. The first person I was on the phone with hung up on me. I call back and Talk to *****. I gave ***** to access to my MacBook Pro Laptop so she could work on the router. ***** said to wait two hours then try the internet again. Case No. ********. April 2, 2023, Sunday morning the internet was still running slow, I call NETGEAR and spoke to ******, she was unable to help me. I asked to speak to a manager she said call back in two to three hours a manager may be available to speak to me then. April 2, 2023, Sunday afternoon I spoke to ********* to cancel my service with NETGEAR. ********* said I would be get my full refund back five to seven business days. ********* gave me a new Case No. *******. 4/6/2023, I spoke to Injury she gave me a new Case No.*******for a refund, Injury said I would be getting my refund five to seven business days. 4/14/23, I spoke to Sunil Case No. *******: He assures me not to worry that I would be getting my refund back and he was going to to make my case a high priority to the customer care team. ***** said I should wait six business for a refund. 4/20/23, I spoke to *******, customer care support team. He said I should be getting my reund back 24 to 48 hours.4/20/23 I received an email from **** of NETGEAR ************* TEAM NEW CASE NO. ******** saying that my refund has been denied. I renew my contract with NETGEAR in November 2022. I have been a NETGEAR Customer for many years. I am requesting a refund. I call NETGEAR April 2, 2023 and spoke to ******************** told her to cancel my contact because the customer support could not resolved the problem.
Business Response
Date: 05/05/2023
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 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 ** is handled efficiently.

I have personally taken the time to review your concern and I can see that you purchased a GearHead *** - Networking Support for Home Products, 12 Months Support contract on 10/11/2022, and at this time you received numerous troubleshooting steps from our technical support. We do not guarantee that we can resolve every issue.

Per the GearHead Contract Terms and Conditions:

NETGEAR Refunds Policy (Only Applies to Subscription Contract Services)

Note: Pay-per-incident services are NOT refundable. A NETGEAR GearHead subscriber, who has not used the entitled services, may choose to unsubscribe from the plan and receive a full refund within the first ten (10) business days of the subscription. If the services have been used, NETGEAR will deduct an amount proportional to the usage (number of incidents multiplied by the ongoing pay-per-incident rate) and refund the balance amount.

After ten (10) business days, the subscription is NOT refundable

Your request for a refund was submitted on 4/2/2023. Per the guidelines, I regret to inform you that your request has been denied. Here is a link to a copy of the guidelines that were e-mailed to you when you purchased the contract:

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

Please note that your GearHead Contract covers any support issue you may have with the devices listed in the following link:

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

NOTE: Warranties are from original date of purchase. For more warranty details please click on the following link:

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

So if you have any future issues you may still call support for troubleshooting assistance. If you have any questions please let me know.

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:05/01/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to replace my router in December of 2022. Most of my stuff linked to it, but I couldn't get my smart sprinkler system to link up. I got busy and let the manufacturers warranty laps so when I finally called for help they said I had to buy a service contract. I asked specifically if the sprinkler system was just to old and they couldn't help would I get my money back. They said yes! I bought the contract for $90 and of course it didn't work. They did nothing I couldn't do myself. I immediately asked for my money back. They said it would take 7 business days. I wait 2 weeks and nothing happened. I called customer support and they escalated the call and said it would be 48hrs . After 3 days I called back and got the same response, we will escalate the call and gave me a case# ********. I waited a week and called back. This time I was angry with them and demanded my money back. They gave me the phone number to the escalation team ************. But guess what? no one answers that phone. I called twice waited on hold for an hour and gave up both times. The next I called customer support I asked for the supervisor, his name was ***** and he said he would call the escalation team himself and call me back. That never happened. As I'm writing this I'm on hold with a supervisor and her name is ******* and she is calling the escalation team while i'm on hold. I told her it they wouldn't answer and we are currently at and hour and 10 minutes. It has been over 2 months since I started this and I'm no closer to a refund than the day I started.So just got off the phone with the escalation department and they gave me the same story. Ridiculous!
Business Response
Date: 05/05/2023
Dear ****************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding refund/exchange issues 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 would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. 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 on 06/26/2020, 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: ******************************************************************.

Hence, we have approved and finalized the request for a full refund amounting to $97.41 back to your credit card as of 5/1/2023. The process of the refund also cancels the support agreement that you purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.

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

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

Thank you for choosing NETGEAR.

Sincerely,

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

Customer Answer
Date: 05/06/2023

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:04/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid $411.34 on (1/20/23) However, due to false advertising and misleading information I was told this router was compatible with my internet provider as well as my internet package. Not once but twice. (I first purchased the router back in November 2022 and returned it due to this same issue which I was assured was wrong and that the device was compatible! ) Since purchasing the 2nd router in January my internet services do not work!! At best they are off and on throughout the day. I was told 3 weeks after purchase the Netgear Company (manufacture) performed an update which now makes the devices no longer compatible with my service provider. I am past the date of exchange with the store where I purchased the router. The only option I have is for Netgear to switch out the device for the next compatible one which is $100 more. They have refused to do so. So the store where I purchased the device advised me they would be willing to swap out the one I have for the more expensive one even exchange but would require a letter of authorization from the manufacture (Netgear) I have been calling them repeatedly for 4 weeks now! All I get is the run around being Im slowly approaching my 90 day warranty period! Which they are purposely dragging out so they wont be required to do anything. As a disabled consumer who works solely from home and relies on this device for everyday needs, this has really caused me significant financial hardship!! Please give me some kind of help any kind because these people are are basically trying to steal my money. I paid almost $420 for something that doesnt work and I cant return! I have spent a collective of 8 hours on the phone with their supports callas which always lead no where! Always promising a special department will get back with me but they never do!
Business Response
Date: 04/27/2023
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 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.

This is to let you know that we got approval from our management to replace your NETGEAR CAX30S with CAX80. To proceed with processing your RMA (Return Merchandise Authorization), please provide your shipping address.

For more information on the Warranty Return Policy, please click on the following link: *****************************************************************

Should you have any questions regarding this, please do not hesitate to ask.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:04/26/2023
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.
Gentlemen ,Below is my experience with netgear support, attached is correspondence with a case number.In January I bought my first Netgear modem to replace my aging ******** Modem. The new modem, unfortunately has been glitchy, to say the least. I have talked to the Netgear support team countless of times now. I have done all that was requested to ensure that my internet provider is not the cause of the experienced connectivity issues. Xfinity has come to my house and verified the coax lines are in good working order. Xfinity has refreshed my internet connection to the house, A Xfinity tech even looked at my Modem briefly. Xfinity has been a kind friend to me in this experience Also. I personally, have replaced my ethernet patch cables to all my devices all this, due to the suggestions of the Netgear outsource support group But an issue still exists with the Netgear modem that I have owned less than 6 months. The Netgear support initially told me to do all of the above, monitor the modem, and if there was still an issue, the modem would be replaced. Fast-forward to now, the tech support from last night said they would do nothing now that my tech support has expired (even so the original ticket was before that date and that they told me to continue monitoring the modem).FYI: my old modem from ******** did not have these connectivity issues that my Netgear modem is experiencing (it is the same internet provider and the same connection to the house). As a test of curiosity (and for s*** and giggles), I connected the old ******** modem, even so its old, and guess what no connectivity issues!I am dissatisfied with this support experience and there being no resolution from the support group . I formally request a replacement model or reimbursement. Please have a replacement number provided to initiate this process
Business Response
Date: 05/03/2023
Dear Mr./****************,

Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding NETGEAR product issues and the service you received when you contacted NETGEAR and asked for help with your RMA. I would first like to thank you for your feedback. I will make every effort to ensure that your case with ** 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.

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 our technicians can help you create an RMA for replacement. 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
**********************
Customer Answer
Date: 05/03/2023

Complaint: 19983165

I am rejecting this response because:

In January I bought my first Netgear modem to replace my aging ******** Modem. The new modem, unfortunately has been glitchy, to say the least. I have talked to the Netgear support team countless of times now. I have done all that was requested to ensure that my internet provider is not the cause of the experienced connectivity issues. Xfinity has come to my house and verified the coax lines are in good working order. Xfinity has refreshed my internet connection to the house, A Xfinity tech even looked at my Modem briefly. Xfinity has been a kind friend to me in this experience Also. I personally, have replaced my ethernet patch cables to all my devices all this, due to the suggestions of the Netgear outsource support group

But an issue still exists with the Netgear modem that I have owned less than 6 months. The Netgear support initially told me to do all of the above, monitor the modem, and if there was still an issue, the modem would be replaced. Fast-forward to now, the tech support from last night said they would do nothing now that my tech support has expired (even so the original ticket was before that date and that they told me to continue monitoring the modem).

FYI: my old modem from ******** did not have these connectivity issues that my Netgear modem is experiencing (it is the same internet provider and the same connection to the house). As a test of curiosity (and for s*** and giggles), I connected the old ******** modem, even so its old, and guess what no connectivity issues!

I am dissatisfied with this support experience and there being no resolution from the support group . I formally request a replacement modem or reimbursement. Please have a replacement number provided to initiate this process

Sincerely,

*************************
Business Response
Date: 05/05/2023
Dear Mr./****************,

This is to acknowledge the response that you sent ** and we are sorry to hear about your experience with your NETGEAR device. We understand you are now requesting into getting a replacement modem or reimbursement of 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.

As mentioned in my initial response, we are more than happy to work with you in addressing your issue. We will provide you with one-time ***** support so our technicians can help you create an RMA for replacement. 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.

Regards,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:04/17/2023
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.
Had an issue with my Netgear Orbi RBK753 system. I had purchased a pro contract as well in 2021 when I bought the system. I purchased the system brand new from ***** The box was sealed and device was brand new. I have a problem with the reset button not working so I filed a support ticket with my proof of my purchase. The original ticket number was ********. I got emailed back saying I needed to contact pro support so called on 4/17/23 talked to someone went through everything was told a replacement will be sent. The new ticket number was ******** everything was all set. I get an email later in the day saying the order was canceled with a new case number of ******** they said my purchase was not valid because it came from a seller on ***** I said well thats an unacceptable response the product was brand new I had the proof I purchased it as well as I was able to register the device and also purchase a pro contract on it. I want the system replaced like I was promised.
Business Response
Date: 04/26/2023
Dear Mr./********************,

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 product that is having a hardware issue and the service you received when you contacted NETGEAR and asked for help with your replacement. 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 One-Year Hardware warranty.

I have personally taken the time to review your concern and I can see that my colleague ******* is handling your case#******** for refunding your purchased ProSupport contract. We would like to let you know that the following is what our warranty return policy specifies: Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage. Among our authorized resellers, **** is NOT one of them.

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

For the list of our authorized resellers: ************************************************************************

We appreciate your time and understanding.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 04/26/2023

Complaint: 19947296

I am rejecting this response because:

this is an unacceptable response. My RKB753 was purchased brand new doesnt matter where I got it from as I have proof of purchase and the fact that it was brand new and I was able to register it as a brand new product. Also ******* has not done a single thing about refunding for pro support. The reset button on the unit is broken which is a hardware issue. I want the unit replaced as it should be and I am not accepting anything else unless I get a replacement.

Sincerely,

******************
Business Response
Date: 04/27/2023
Dear Mr./********************,

This is to acknowledge the response that you sent us.

Just to be clear, as mentioned in our Consumer Warranty Information, your product is not qualified for warranty coverage because it was purchased from an unauthorized reseller.

Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage.

However, we have self-help documents and useful product articles available on our knowledgebase ***************************************** that you may use as reference.

For more information on the Consumer Warranty, please click on the following link:

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

For more details on the Authorized Reseller information and listing, please click on the following link:

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

Thank you for choosing NETGEAR and have a great day!

Regards,

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

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