Complaints

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

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  NETGEAR

  350 E Plumeria Dr San Jose, CA 95134-1911

• 

  NETGEAR

  PO Box 540009 El Paso, TX 88554

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

• Initial Complaint

  Date:03/17/2023

  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.

  I purchased and registered a wifi range extender (Model EAX80) from Netgear in late August 2022 which has a 1 year hardware warranty. Netgear recently pushed out a notice that their CAX80 routers (which is the router I own and my EAX80 is connected to) have been having issues. This issue has caused my EAX80 to be non-functional. I contacted Netgear support and they said I would need to pay over $100 for a support service extension in order to "troubleshoot and deem the item is ineffective" as they have a 1 year hardware warranty but only a 90 day support service agreement when purchased. The support agent acknowledged that I could go through the troubleshooting steps myself and deem the item is ineffective but they would not honor the warranty because a Netgear support agent has to go through the steps which costs over $100 and will come to the exact same conclusions. This is extremely misleading to customers and is especially problematic because at anytime they can push an update to their products that causes these type of issues and then demand their customers pay the extra service fee even when the company is at fault. Netgear caused a problem that effected my router and caused my extender to be non-functional and then refuses to honor the warranty even though they admit the device is defective because I will not pay $100 for a support service that will make no difference.

  Business Response

  Date: 03/27/2023

  Dear ****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Guarantee Or Warranty Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  I have personally taken the time to review your concern and I can see that there's an open support case#******** related to your concern. I have ask our support team to call you and proceed with your replacement request. Kindly anticipate an update on that support case within the next 24-48  business hours.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered Jan 22, 2023, order # *******, cable modem/router CBR 750, $466.12.Bought this router for its parental monitoring feature. I could never get it to work. Its slowed down the network and made the emails load slower or not at all. I Opened up a technical support case on January 28, within the 30 day return policy. They tried to resolve my issue. They would give me one or two things to do. It would not work. They would have to call me back. Which they never did. This case has gone on for weeks and has at least six case numbers assigned to it. They keep closing the case even though the issue has not been resolved. I cannot get a level 2 support person or a manager on the phone. They always tell me they will call me back, but never do. The frustration level is very high.I finally decided to return the product and was referred to someone named Draze. She said it might be difficult as the 30 day trial has expired. I told her there should be an exception since my issue occurred well within the 30 day window and there are multiple support cases open to prove this. She said I would hear back in 24 to 48 hours. It has been over a week. She did provide an email for me to contact her. I have done so three times and ** still not heard back from her. It is impossible to get a manager on the phone at this company. Everyone tells you they will call you back, but none do.I bought this cable modem specifically for the parental monitoring feature, which never seem to work properly. They cannot get it working properly. At this point all I want is my money back.

  Business Response

  Date: 03/27/2023

  Dear ******************** ,
  
  I hope this email finds you well! 
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding a refund request for your Orbi AX4200 WiFi 6 DOCSIS 3.1 Cable Modem Router(CBR750).
  
  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. Again my apologies for the inconvenience this had caused you also I take full responsibility as you were not updated with the ongoing refund request case with the previous case: 47002483.
  
  Regarding the refund request for the device, I'll make sure this is prioritized and I've already asked for approval with the refund request. We are just currently waiting for our Billing team's response, Again my apologies as this was not the level of service you were expecting from us.
  
  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.
  
  NOTE: Warranties are from the original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  Draze C.
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19601743
  
  I am rejecting this response because:

  The response that I had from Netgear was that they are taking my complaint seriously and are trying to get approval from my request. This is always the same response Ive gotten from them. Its been two business days I have yet to have a resolution. How long does it take to get approval on a simple return. This has been going on for weeks.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2023

  Dear ******************** ,
  
  I hope this email finds you well! 
  
  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. However, we recognize that you are not happy with your experience with NETGEAR. This is not a confirmation but what we can do is perform further review of your request, and we will update you of the outcome in within the next 3-5 business days.
  NOTE: Warranties are from the original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  Draze C.
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two expensive Netgear switches and one of them failed and I am getting a run around to have the Netgear Switch repaired. NETGEAR Support Case #******** .Please see the *** info: First they asked me to send the Proof of purchase for a two month old switch - then they said that they will overnight the replacement - two days later they are saying that I mush have purchased from an authorized reseller. Their reseller sells through **** and the Switch came directly from Netgear warehouse. Netgear is a large company and it should know this already. They know that their items are sold on **** through resellers but unlike other manufacturers, they never try to stop **** from selling these items yet they harass the consumers who buy their products through legitimate resellers.

  Business Response

  Date: 03/27/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding 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 took the time to investigate your concern and I can see that your *** ******* has been shipped and approved for replacement last 3/19/2023.  The technical support team became puzzled about the reseller name from the given Invoice after additional inspection, and they requested assistance to get this authenticated, which is why the *** was approved.
  
  Authorized resellers:
  
  NETGEAR is firmly committed to providing our customers with best-in-class, reliable products through authorized resellers. Our policy is to honor product warranties and to perform services only on products purchased from an authorized NETGEAR reseller and only accompanied by a receipt or proof of purchase. If you purchase a NETGEAR product from an unauthorized reseller or if the original factory serial number has been removed, defaced or altered, you NETGEAR warranty will not be valid.
  
  For more information about where to buy NETGEAR products, see *************************************************************
  
  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 contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/16/2023

  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.

  Date of the transaction: 2023-02-09 The amount of money that was paid: $40 The nature of the dispute is: A auto subscription for network security that was turned off on the mobile application for some reason didn't reflect on their system. Netgear said that this happens sometimes. They stated that they would give me my money back but here we are a month of no response.Have they tried to resolve this issue? No. No. No. I placed a ticket (********) on 2-17-22. No response at all. I started using their live chat and calling them. I've probably contacted them like 6 times about this and I get told the same thing. No updates. I was told one time that my request would be processed in 2 days but that was 3 weeks ago.It's really sad that a BBB complaint had to be filed for something so simple to resolve. I have been extremely fair but it seems like Netgear has turned into a scam company. They can't help you over chat and you sit on the phone for 30 - 50 mins waiting to talk to someone, that can't help. Then you ask to speak to a manager and they said they have escalated my ticket which has been done 3 times. I used to trust Netgear but that is gone. If my system was returnable I would do that in a heartbeat but it's been too long, unfortunately.

  Business Response

  Date: 03/24/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Billing 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 we have approved and finalized the request for $40.00 back to your credit card on March 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 by your credit card company. 
  
  You may also check the automatic renewal on your end by following the instructions below:
  
  Launch the Nighthawk or Orbi app > tap the Home or Cloud icon > Settings > Security > tap the Enable/Disable NETGEAR Armor slider to enable or disable NETGEAR Armor.
  
  We apologize for the inconvenience caused by the long wait to process your refund. Your case # ******** has been closed, additional support information can also be found on our knowledge base located at *****************************************.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/24/2023

   
  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:03/12/2023

  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.

  There is a known issue with the CBR750 cable modem and ************************ 1 Wifi/Connection drop 2 Slow speeds 3 Not transmitting back to ******* (Showing offline on ******* side in the ******* app)4 Event log errors Numerous users in different states reporting the same issue. NETGEAR refuses to acknowledge the issue and will delete your forum posts. NETGEAR has stated not all CBR750s are affected so make good and replace mine with a working one.I opened a case with NETGEAR and after an initial exchange with a technician I uploaded the debug logs they asked for on multiple occasions and have not heard back from NETGEAR in over 2 weeks. This is affecting my work/life daily. I get dropped from Zoom Meetings, miss alerts from my new borns wifi baby monitor, not to mention the countless hours I've spent resetting my modem and fixing all the connected devices.

  Business Response

  Date: 03/31/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding 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 one of our Engineers "Eduard" and Senior Technician "******" is currently working with your case#********. You have an ongoing conversation with this case and they are trying to configure the main caused of issue. Once they finalized your case, they will give you an update and provide the resolution.
  
  If you have a question or want to follow up, you are welcome to comment on your case number.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/11/2023

  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.

  I received a ***** fraudulent charge I never agreed to. I have now been attempting to get refunded for 12 days. You aren't able to speak to the billing team, or will the agents let you speak to a manager. All they tell you is that's not possible, and that someone will reach out. I haven't heard back since March 1, when I was told 5-7 business days, I have sent multiple messages back with no response. I want my money back. If I don't hear back by this Monday 3/13/23, I will be reporting this charge as fraud to my bank. Absolutely ridiculous that you can't speak to a manager, or speak to someone in the billing department when you stole my money on a canceled subscription.

  Business Response

  Date: 03/19/2023

  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 your refund request for the 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.
  
  We take full responsibility for the lack of communication regarding the refund request you have raised with NETGEAR and the inconvenience this may have caused you. I spent the time to carefully review your complaint, and it appears that a refund of $99.99 was previously completed on 03/12/2023.
  
  Were really sorry that the customer service and support you were expecting from us didnt turn out as you were expecting.
  
  In order to make this up to you. We will make sure that we would further examine what happened, conduct phone call reviews, and leave any appropriate comments, We appreciate your feedback as this would also help us improve the quality of service with NETGEAR!
  
  Please be advised that If you purchased the contract with a discount, the adjustment amount will be the total refund you will be receiving. The same goes if taxes were put on top of the contract price. 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.
  
  NOTE: Warranties are from original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  
  
  Kind regards, 
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/10/2023

  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.

  Netgear internet Modem i bough less than 3 mont ago for $350 is defective. i can not return to Bet Buy, so i tried to work with Netgear warranty. their customer service is really bad. i stayed on the phone for 3 hours with an incompetent person from overseas, and was determined that the device is defective. i sent proof of purchase and picture of the device to customer service email and no response what so ever.

  Business Response

  Date: 03/23/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding the Product Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  **************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  We understand you are now requesting into getting a refund 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. 
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  As NETGEAR, Inc., returns and or refund are handled directly through the reseller where the product was purchased, according to our warranty policy: *************************************************************************************
  
  I 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.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19578296
  
  i OK with a replacement product from my defective Modem. there is active case with Netgear, but no one from Netgear contacted me or issues a replacement yet.

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

  Business Response

  Date: 03/27/2023

  Dear **************,
  
  I was out of the office the last few days, I wanted to check in to see how things are going. I hope everything is going well with you. And I do apologize for not getting back to you sooner.
  
  I already ask one of our support experts to call you and help with replacement processing. This is related to your open support case#********, kindly anticipate a callback from them within the next ***** business hours.
  
  We appreciate your time and patience.
  
  Yours in ************************************************* Advocate
  **********************

• Initial Complaint

  Date:03/09/2023

  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 bought a piece of equipment that failed within the warranty timeframe. I had a replacement unit sent out. After receiving the unit, I received another unit. Later I was charged for the second unit as it had not been returned. I called and Netgear issued me a return slip to send the unit back to get my money back on the wrongfully shipped and charged unit. I returned the device within 1 week of receiving the shipping label. Netgear received and signed for the unit and never logged it into the system. Even with the ***** proof or receipt, they will not refund my credit card. When filing a dispute with my credit card company, they lied and said they have not received the unit and the credit card company cannot return the money. The dispute with netgear has been mostly me contacting them and no one responding. I have called a dozen times and have over two dozen emails. date the shipping label was created was oct 14 2022, the date shipped from me was oct 20th 2022 and received by netgear October 24th 2022. even with the ***** statement that the unit was delivered the company continues to lie and say that my unit was not delivered and will not refund me.

  Business Response

  Date: 03/27/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding 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 have personally taken the time to review your concern and I can see that you have an ongoing support case#******** for investigation on what happened with your unreturned RMA *******. I can see that your Non-return - Charge for this unit is now refunded by PayPal in your favor with Case ID: ****************** amounting to $246.48. 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.
  
  Please be informed that the missing serial number from your previous RMA ******* has been blacklisted. If you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:
  
  *********************************************************** or dial ************** Press 1 for Technical support.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:03/05/2023

  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.

  2/21/23- my mom having issues with the router. I reached out to Netgear support for help. 1.5 hours nobody picks up. I bought pro support. Another 1 hr finally somebody picks up. When I tried to call my mom using my husbands phone, customer service hangs up on me and never reach out again.2/24/23- reached out to customer support for refund on pro service. No response.2/27/23-reached out again to customer support for refund. Customer support ********* responded. I responded back. No response afterwards from customer support.3/2/23- Finally a response from *********. He was asking for my phone number in order to do a refund. The case is tied to my Netgear account. I do not see any reason to provide my phone number for a refund and I told him that. Till today I am waiting for a response.

  Business Response

  Date: 03/13/2023

  Dear ********************,
  
  I hope this email finds you well! 
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding the refund request for the ProSupport for Home - Extended Warranty and Support with contract ID: ********.
  
  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 spent some time thoroughly reviewing your request and It appears that the request is already being reviewed for a refund, 
  Please be advised that refund processing could take up to 57 business days, and it might take an additional 7 business days for the money to reflect on your card. As it depends on when your bank processes the reimbursement.
  
  If you purchased the contract with a discount, the adjustment amount will be the total refund you will be receiving. The same goes if taxes were put on top of the contract price.
  
  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.
  
  NOTE: Warranties are from the original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  Draze C.
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/13/2023

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

  Netgear should do a better job of addressing their customers complaint in the first place before me going to the BBB. 
  
  Thank you BBB for being on this case. I really appreciate it.

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

• Initial Complaint

  Date:03/04/2023

  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 was charged a fee for netgear armor, their rebranded bitdefender anti-virus software subscription service. It is/was not functioning so I requested a refund. I was asked to provide a proof of purchase, which I did. I've been assured on multiple occasions (after multiple calls and hours on hold) that a refund would be provided in '2 to 4 days' and told to be patient. Weeks have passed and a refund has not yet been issued even though I've been assured one would be by now. My current case number, which may be the fourth for this very same issue, is #********. Their support team has repeatedly lied to me in assuring me that they would see to it that the issue would be promptly resolved with a refund.

  Business Response

  Date: 03/14/2023

  Dear ************ ,
  
  I hope you are having a great weekend! 
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding the refund request for the Armor Security - 1 Year with contract ID: ********.
  
  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 approved and finalized the request for $40.00 back to your credit card as of today, 03/14/2023. 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.
  
  If you purchased the contract with a 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 purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  NOTE: Warranties are from original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  
  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 choosing NETGEAR.
  
  Sincerely,
  
  Draze C.
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/16/2023

   
  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.

  Thank you for your assistance, although it's a shame it was required.
  
  Sincerely,
  
  ***********************