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.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/17/2023
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 have the Netgear Orbi wifi mesh unit RB750 and I had subscribed to their ************* for a year on it, from Jan 4, 2022 to Jan 3, 2023. Of course they default to auto-new on the credit card if you do not unsubscribe. I decided to leave it on auto-renew for the time being but give a full consideration before the renewal. A couple days before the renewal date, they had sent me an email saying there were going to bill me for the full amount ($99.99Cdn) for another year. That was my reminder to go into my account and take off the renewal. The only way to do that was through the phone app where I had to uncheck the auto-renewal, which I did before the renewal date. I had no indication (email confirmation) that I was successful so I waited. A week later, I noticed on my credit card transaction, they had billed me for the renewal. I contacted their support on Jan 9th, 2023 and logged a case, letting them know I had cancelled the renewal and should not be billed for it. Long story short, it is April 2023 and multiple open and closed cases, they have still not refunded me. They had made some mistakes on escalation that was needed to provide a refund early on, but they continue to say they have escalated it and would process soon, yet have not. Even the service that I had originally had signed up for the first year, was no longer working after Jan 4th, more proof that I did not renew. I really should have gone through my credit card to get a chargeback since they should not have billed me for service I did not sign up for (it is too late now since it has been passed 60 days since the charge). Just want to let people know, whether this is intentional on their part, or a failure in their processes, their service to the customer has been very unsatisfactory. Think twice about buying products and services from a company like this. My case number (5th case regarding this issue) is ********.
Business Response
Date: 04/26/2023
Dear **********,

Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding a refund when you contacted NETGEAR and asked for help with your subscription renewal. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

We sincerely apologize for the delay in processing the refund of your Armor Security - 1 Year subscription renewal. Upon checking, our billing team already approved and finalized the refund amounting to CAD ***** as of today, 04/26/2023. 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.

For more details:

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

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

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

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

Thank you for choosing NETGEAR and have a great day!

Sincerely,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:04/13/2023
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 purchased a Netgear service contract Gearhead *** for 12 months on 10/5/22 I cancelled the contract on 3/8/23 leaving a remainder of about 7 months on the contract. When canceling I spoke with a representative named ************** And she told me I would be receiving ****** for the remainder of my contract, this was on April 7. On April 12 I got an email saying I was denied the refund because they helped numerous times but couldnt resolve the issue with my modem/router that started with an update from them. The case number they gave me was ******** and my modem/router is the AX6. I would like a refund for ****** for the remainder of my unused contract that I was told I would get.
Business Response
Date: 04/18/2023
Dear **********************,

I hope this email finds you well,

My name is Draze and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you have submitted a complaint regarding your refund request for the GearHead *** - Networking Support for Home Products, 12 Months - ********. 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.

Were really sorry that the customer service and support you were expecting from us didnt turn out as you were expecting. We take full responsibility for not making enough effort to provide you our usual high service standards.

I have personally taken the time to review your concern and I can see that you are now communicating with one of our ************* Advocate Jinky. Where she is already looking into getting you a refund for the full price. Kindly refer to case: 47152769

Please be advised that this is now being reviewed for refund and we will get back to you within 5-7 business days once the refund had been processed, I'll surely send follow-up emails if there are other information needed from you to help us resolve your concern.
Hopefully, this will address your problem. Do not hesitate to contact us if you have any additional feedback.

If you purchased the contract with discount, the adjustment amount will be the total refund you will be receiving. Same goes if taxes were put on top of the contract price.

If you have any questions or concern, please let us know.

Best Regards,

Draze C.
************* Advocate
********************** Support
Customer Answer
Date: 04/18/2023

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:04/11/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Armour Secuirty Contract on Oct 24,2022 The technical support staff assigned my protection paln to a router was disconnected. I"ve was told not to worry when I advised and still as of May 11 not been resolved.
Business Response
Date: 04/18/2023
Dear **************,

I hope you are well,

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your Armor Security - 1 Year- ******** wherein you are asking for the contract to be extended as the subscription was just recently transferred to your new device on 04/11/2023.

We appreciate that you raise this to us, I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to thoroughly review your account and According to our records the request was initially raised on 04/02/2023 where you contacted our technical support for assistance regarding the Armor subscription being registered to your old router AC1750 Smart WiFi Router(R6700v3), Hence you wish to transfer it to your new unit which is the Mesh WiFi 6 Router(MR60).

Unfortunately, we are unable to ***** your request to extend the contract because, according to our records, the request was only recently made. As a result, we lack any evidence that an earlier request to extend the contract existed.

Kindly create an email inquiry on: ************************************************************* or contact our NETGEAR support at ******************************************************* or call ************** and press 1 for technical support.

If you still want to continue to work with our support team, we can provide a one-time ***** support to perform troubleshooting steps. They can also help us with the next course of action, by checking your device, debugs, logs and also their findings.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards

Draze C.
************* Advocate
**********************
Customer Answer
Date: 04/18/2023

Complaint: 19921743

I am rejecting this response because:

Sincerely,

*****************
Business Response
Date: 04/23/2023
Dear **************,

I hope you are well.

My name is Draze from the NETGEAR ************* Team. In response to the letter we got from you expressing your dissatisfaction with your NETGEAR product and the assistance you received when you contacted support, I am writing to you on behalf of our colleagues.

As mentioned in the previous email we have thoroughly investigated the findings and it appears that the information you were giving does not match the records we have here. Hence to properly address the concern. Please allow me to set up a call with you in order to clarify the information's and possibly proceed with further investigation.

Please provide the following information for me to contact you:

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

I look forward to speaking with you.

Regards,

Draze C.
************* Advocate
**********************

Customer Answer
Date: 04/24/2023

Complaint: 19921743

I am rejecting this response because: I left my info and they never called

Sincerely,

*****************
Business Response
Date: 05/03/2023
Dear **************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I'm contacting you today on behalf of my former colleague ***** who is handling this case.

We sincerely apologize for the inconvenience that this has caused you and for the late response. This is to inform you that we have approved and extended your NETGEAR Armor Security - 1 Year until 4/23/2024. After further review, this subscription has been transferred to your NETGEAR Mesh WiFi 6 Router(MR60) with serial number *************. Please let me know if you are still getting issues with your app so I can get support for assistance.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 05/03/2023

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:04/10/2023
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 wrote Netgear sales to request a refund of $370.99 for the Nighthawk CAX30 modem/router that I purchased. When my own Arris product crashed after 15 years, I purchased it as a replacement in December 2022 (I have the receipt) and it never worked properly. Xfinity assured me that it was the fault of the Netgear modem/router, and Netgear representatives blamed Xfinity. I started getting messages on my Xfinity account that the ********************** router was not working properly (I have a screenshot). I rebooted the system twice as instructed, to no avail. I spoke to a nice Netgear agent who walked me through the process the second time, but gave up after 90 minutes and blamed it on my Xfinity signal. Buffering remained a nightmare, signal was lost daily, and I could never access most streaming services. Netgear continued to call be to upgrade and "insure" a system that never worked to begin with. There is a Netgear site that provides instruction to address this problem (************************************************************************************************************************************); I followed those instructions to a tee and nothing was fixed. There are also community posts, expressing similar concerns as mine (**************************************************************************************************************************)--across the top of this site there is a red banner that states "We are aware of an issue affecting [the product]." If they are aware, why don't they recall it?I became so frustrated that I purchased an Arris for less than one-third the price, and now my WiFi/internet works. Thus, it is clearly the fault of this product. The product should be recalled. Neither Netgear not Best Buy will refund my money, but had Netgear not originally convinced me it was an Xfinity issue, I would have returned it in a timely fashion. Thank you for any help you can provide.
Business Response
Date: 04/26/2023
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 Product Issues when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

We are sorry to hear about your experience with your NETGEAR device. We understand you are now requesting into getting a refund for your product. 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.

****************, 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.

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

While NETGEAR is unable to provide a refund, we are happy to help troubleshoot the product so we could work out a way that will meet your needs. Support Experts are available 24/7, and are reachable at the following numbers: 888-NETGEAR *************) opt 4. As our Support Experts state, we will happily issue you an RMA to replace your unit.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:04/10/2023
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.
Have a nighthawk ****, neatgear90. Problem is the router lags very bad unless you buy the armor subscription at 99 dollars a year. I know this because the system lagged I subscribe to to armor it worked perfectly I don't renew the subacription it's back to lagging. I bought a router it should work like one without additional fees
Business Response
Date: 04/18/2023
Dear **********************,

I hope you are well,

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your (R7000) AC1900 Smart WIFI Router) along with the Armor Security - 1 Year- ******** wherein The device kept on lagging when you opted for the Armor subscription to be cancelled.

We appreciate that you raise this to us, I will make every effort to ensure that your case with us is handled efficiently.

The device should continue to operate without any lags even though you are not covered by the Armor security contract. If I may conclude these tendencies only occur when the device has a possible virus or defective issues. I would highly suggest you to contact our Technical support team so they can assist you and ensure that the Router is free of any problems.

Kindly create an email inquiry on: ************************************************************* or contact our NETGEAR support at ******************************************************* or call ************** and press 1 for technical support.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards

Draze C.
************* Advocate
**********************
Initial Complaint
Date:04/10/2023
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 have a auto pay set up for my Internet security on Netgear Armour it is a annual subscription. In the orbi application there was a deal to get the annual subscription for the price of $44.24. So I opted for the discount, a few days later 0n 2/23/2023 when the subscription was due, I was charged $110.59 which was the original price for the subscription. I was confused of the price because I opted for the discount in the App, the next day I was charged $44.24 by Netgear which was the discounted price for the ************************* so basically I was charged twice for the service. So at first I didn't call them because the charges were in a pending status and I figured it would be resolved. A few days later on March 01 2023 both charges were applied to my card, and then I called Netgear **************** and the told me the charge for $110.59 would be refunded. So long story short, I have called them at least 5 times and I get the same story that this issue has escalated to the ******** care team to be resolved. I even got a email saying one subscription was cancelled, but still no refund . Here it is ***** still no refund can you help?
Business Response
Date: 04/18/2023
Dear ********************,

Good day!

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. 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.

Were really sorry that the customer service and support you were expecting from us didnt turn out as you were expecting.
We take full responsibility for not making enough effort to provide you our usual high service standards.

I took the time to thoroughly investigate your complaint and it appears that this is already being handled by one of our ************* Advocate and it is in line for a refund request, Again my apologies that the refund is taking a while than usual this is due to the Given the enormous volume of refund requests we are currently getting, We appreciate your patience and understanding.

If you purchased the contract with discount, the adjustment amount will be the total refund you will be receiving. Same goes if taxes were put on top of the contract price.

The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.

We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.

Thank you for contacting NETGEAR!

Yours in Service,

Draze C.
************* Advocate
**********************
Initial Complaint
Date:04/10/2023
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 purchased a CAX30 cable modem/router from ******* I had an issue that was determined to be the result of a firmware update by NETGEAR. I contacted NETGEAR the last week of Februrary and requested assistance. I went thru the process of tests and the determination was a bricked device. I had to wait over a week to have an account issue resolved and finally a replacement unit was sent to me. The night I received replacement @ 1am...a firmware update was performed and proceeded to brick my replacement. I am still waiting for over a month for a replacement..... I have asked to have my old bricked unit sent back to me so i can get a refund from ****** but was told they can't. So I am now a month and a half without fully functional wifi as a result for a NETGEAR faulty firmware deployment. It has been documented and they refuse to make me whole I hereby request a replacement for the CAX80 I was sent as an RMA replacement since it is not too late to return to the store for credit!...
Business Response
Date: 04/18/2023
Dear ******************,

I hope this response finds you well!

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your 8-stream AX WiFi Gateway(CAX80) as the unit that was sent for replacement was defective, and it seems that you are dissatisfied with the support you've received from our technical support team.

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 took the time to look into your complaint, and we sincerely regret any inconvenience this may have given you.
I see that you are currently speaking with one of our ************* Representative, I would like to inform you that we are currently investigating your request regarding the return of the original CAX30 you have sent to NETGEAR in exchange for the CAX80 that was sent as a replacement.

I am aware that you do not have access to the internet, We can always proceed with connecting you to our technical support team who will make sure that you are connected to both 2.4 GHz and 5 GHz.

Kindly let ** know if you want to continue with a return or if you want to proceed with further technical assistance,

Your prompt response is well appreciated!

Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.

Regards,

Draze C.
************* Advocate
**********************
Customer Answer
Date: 04/18/2023
Complaint: 19911331

I am rejecting this response because:
As I have explained to NETGEAR on numerous occasions. This issue was precipitated by a failed NETGEAR firmware and I will not pay for a advance replacement since again it is NETGEAR that caused this and not just a standard warranty issue. This is a continuation of the original issue. Netgear needs to step up and send an advance replacement..I work remotely along with my wife ...and son with school so I cannot be without service.i currently have 2.4G but no 5G. I have been without FULL service for 2 months now....
Sincerely,

***********************
Business Response
Date: 04/23/2023
Dear ******************,

I hope this response finds you well!

My extreme apologies about this, we sincerely regret any inconvenience this may have given you.
I see that you are currently speaking with one of our ************* Representative, I would like to inform you that we are currently investigating your request regarding the return of the original CAX30 you have sent to NETGEAR in exchange for the CAX80 that was sent as a replacement.
Regarding the return, We can only initiate and start the refund process Once the device had been received from our Warehouse.
Also We can always proceed with connecting you to our technical support team who will make sure that you are connected to both 2.4 GHz and 5 GHz.

Kindly let ** know if you want to continue with a return or if you want to proceed with further technical assistance,
Your prompt response is well appreciated!

Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.

Regards,

Draze C.
************* Advocate
NETGEAR, Inc.
Customer Answer
Date: 04/24/2023

Complaint: 19911331

I am rejecting this response because: As I have stated to NETGEAR numerous times. I cannot be without internet while I wait 2 weeks for the resolution. This again is a result of negligence by NETGEAR. Since the modem portion seems to work...would NETGEAR accept sending me a wireless 6E wifi router to make me whole? I think this is more than fair and both parties can put this behind **.

Sincerely,

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

I hope this response finds you well!
Again, I apologize for the inconvenience this has caused you. Unfortunately, because it is against NETGEAR policy, we are unable to replace your device with an upgraded version Wifi 6E model. In your case, there was a persistent problem with the CAX30, so our technical support team advised issuing a replacement for the CAX80.
I am aware that this is not the kind of service you anticipated from **, so I will ask one of our higher-*** for assistance if we can return the original CAX30 first. However, we cannot guarantee this since it is still subject for approval from our colleagues..
Kindly give ** 3-5 days to coordinate with our team to give you the best possible solution for the said concern.
Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.

Regards,

Draze C.
Customer Care Advocate
**********************
Customer Answer
Date: 04/28/2023
Complaint: 19911331

I am rejecting this response because:
I am not looking for an upgrade. I am looking for a wifi router comparable to the cax80 I have... to make me whole withoutgoing thru the unacceptable return process. Not a new cax80 bit a wifi router to get me wifi capabilites i currently lack due to the 5G ongoing issue

Sincerely,

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

I hope you are well. My name is ****** of NETGEAR ************* Team. In response to your continuous problems with your NETGEAR equipment, I'm writing to you on behalf of my former coworker Draze.

I have personally taken the time to look over your complaint, and I can see that you spoke with one of our personnel on the phone concerning the replacement that was completed. You must first send back the CAX80 replacement we gave you, as instructed by our fulfillment center, in order to receive your original item back which is CAX30.

The CAX30 is now in stock, so if you preferred this model, which was your initial device before, I'll be delighted to initiate a new RMA for you if you still wanted to move through and get another replacement.

We look forward to your response.

Kind regards,

****************
************* Advocate
**********************
Customer Answer
Date: 05/05/2023
Complaint: 19911331

I am rejecting this response because: It's comical....no matter who I speak with...it's the same...no one reads the complaint..just replies with the canned script....I am looking for my original cax30 I sent back...this process has dragged on for too long and now the offer from the store has gone stale. My last request was to have just a router sent to me so my wifi is 100% operable...please review and advise on my request for JUST A ROUTER! I AS THE CONSUMER IS HAS BEEN WITHOUT5G WIFI FOR OVER 3 Months because of the inept service people. Please respond!

Sincerely,

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

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

This is to acknowledge the response that you sent us.

We would like to let you know that our fulfillment center has confirmed that they still have your original CAX30. Just that you'll need to send back the CAX80 replacement we sent in its place. Our warehouse will send the original unit back once we have that.

Kind regards,

****************
Customer Care Advocate
**********************
Customer Answer
Date: 05/09/2023

Complaint: 19911331

I am rejecting this response because: As I have stated in numerous other replies. The window to return the CAX30 to the place of purchase has closed and i can no longer return. I have asked for a compromise and instead of getting another unit, i asked if it would be feasible to send me a WIFI router. I can't give up the modem since i cannot be without internet service...we work from home and my son does schoolwork. So Since I have been without a fully functioning modem/router for three months that NETGEAR consider my proposal and send me JUST a wifi router that I can hook up to the modem to get my fully functioning 5g WIFI. This entire issue was precipitated by a failed firmware update that NETGEAR has acknowledged.... So as a consumer I request NETGEAR make me whole as i have outlined. Please do not waste my time with the usual reply to return the CAX80...as I cannot be without service and NETGEAR thru its own failures both thru firmware and a truly inept service department is the root cause.

Sincerely,

***********************
Business Response
Date: 05/12/2023
Dear ******************,

We sincerely apologize for the inconvenience that this has caused you.

I personally brought up this issue with our management once more, and they agreed that you cannot now return the original unit to the reseller. They authorized me to provide you with a complete refund for your original CAX30 so you may get a replacement that will meet your needs. If you accept the offer, you must return the CAX80 replacement we supplied you and provide a copy of your proof of purchase or receipt because the prior proof of purchase you gave was an unreadable screenshot from a computer.

Thank you for your patience and understanding.

Regards,

******
Customer Care Advocate
**********************
Customer Answer
Date: 05/14/2023
Complaint: 19911331

I am rejecting this response because:
How will I be reimbursed? Will I be compensated for my loss of service and aggravation for the months of going back and forth? Netgear wants to just walk away... not the way to treat a customer...wash your hands of an issue created by you. .
Sincerely,

***********************
Initial Complaint
Date:04/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased Armor Security - 1 YearPurchase Date: 2023-04-04 Expiration Date: 2024-04-03 but my product says it is expired and to enter an activation code. I received a receipt for my payment but did not receive an activation code. I called and emailed support and was hung up on without a resolution. I am unable to get a resolution from email, through the web site, or phone. Help?
Business Response
Date: 04/18/2023
Dear ******************,

I hope you are well. My name is Draze of NETGEAR ************* Team. I understand that from your recent correspondence that you are reaching out NETGEAR for help with you current situation that involves your Armor Security Contract. I will make every effort to ensure that your case with us is handled efficiently.

I personally spent some time reading over your issue and tried to locate an account using your email address, ****************************** but I was unable to do so. To help us handle your problems more quickly, I would like to kindly request you to provide your email address along with the following details below.
Please provide the following information for us to contact you:

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

We look forward to speaking with you.

Regards,

Draze C.
************* Advocate
**********************
Initial Complaint
Date:04/07/2023
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 2/2/2023, I renewed my 1-year Armor subscription. But on 2/8/2023, I was incorrectly charged again for $74.63. On 2/15/2023, I called Netgear, and they said that they will refund me the $74.63. On 2/19/2023, I received an email from Netgear saying that they are working on it. But since then, I have heard nothing from Netgear and I still have not received my refund. I followed-up via email and my Netgear account 3 times on 3/10, 3/24, and 4/3. I even tried calling a few times but never got through even after waiting over an hour when I was told that the estimated wait time is 6 minutes. I would like Netgear to refund me $74.63. Thank you very much for your assistance.
Business Response
Date: 04/13/2023
Dear **********,

Good day!

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. 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 genuinely apologize for the inconvenience; I understand that you were hoping for a different quality of service from us. We appreciate your patience as our refund procedure is taking some time to complete due to the overwhelming number of refund requests we are currently receiving.

This is merely a polite follow-up regarding your refund request as I have already asked for a follow-up with one of our associates.
Please allow us ***** hours to finish processing your refund as I already escalated this to be prioritized.

If more information is required from you to help us address your complaint, I'll send you a follow-up email without a doubt.

Please be advised that the process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.

We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.

Thank you for contacting NETGEAR!

Yours in Service,

Draze C.
************* Advocate
**********************
Initial Complaint
Date:04/06/2023
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 do not Rember the transaction date but it was less than a year ago I purchase a subscription service for three years at the cost of $300.00 for three years. On April 4,2023 I was having trouble with the netgrear ModelAC1900 modem/ router. We call tech support and explain to them that I had a subscription with them but have misplace my ID number or the email they sent to me. I ask them if they could look up my name or email address and they stated they could not. So, my question is this If they could not look up my email address how did they know to send it to me?
Business Response
Date: 04/12/2023
Dear ****************,

I hope you are well,

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your Nighthawk AC1900 WiFi Cable Modem Router(C7000v2) wherein you called our technical support team for further assistance However they were unable to assists you as they could not pull up your account. We appreciate that you raise this to us, 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 could not locate the said charge and contract, I would like to know whether you have used a different email address with NETGEAR so we can possibly validate what contract it was.

I also recognize that you still haven't received any support coming from our technical support team about your device, Please kindly create an email inquiry on: ************************************************************* or contact our NETGEAR support at ******************************************************* or call ************** and press 1 for technical support.

If you still want to continue to work with our support team, we can provide a one-time ***** support to perform troubleshooting steps. They can also help us with the next course of action, by checking your device, debugs, logs and also their findings.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards

Draze C.
************* Advocate
**********************

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