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

421 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

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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:12/26/2022
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.
Hi,

A few months ago I cancelled my auto renewal for Netgear ************** Service. Today December 26th I noticed that I was charged $105.99 for the auto renewal for a year. I've sent Netgear an email requesting a refund right away. I don't use their security service and I don't want it. I want a refund right away for the full amount. I will never purchase their products again. As this is theft I might contact the local authorities.

Thank you.
******
Business Response
Date: 01/12/2023
Business Response /* (1000, 5, 2023/01/05) */
Dear Mr.******,

Good day!

My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.

I personally reviewed your concern, and I notice that one of our customer care representatives is working on your auto renewal refund case. Please allow us 3-5 business working days to complete the refund and provide you with an update.

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

Yours in Service,

**** *********
Customer Care Advocate
NETGEAR Inc.

Consumer Response /* (2000, 7, 2023/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Netgear refunded the charged amount of $105.99.
Initial Complaint
Date:12/26/2022
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 was referred through Netgear from***** I had ordered the equipment around November 13 and 14th when I moved to my new house the equipment was on my doorstep I tried to hook it up and cannot and called support on the phone for two hours cannot get it to work so the next day we tried again for another additional two hours at that point I said I cannot do your Internet because it's just not working here I had canceled my service on November 17 they continue to take money out my bank all through December for a product I never even used once . they even state on they're saying you can cancel at any time they have taken over $400 of my money which I would like to be refunded. they called back twice trying to get me to stay and I try to tell them I already have Internet service please send me a shipping information to ship back of this equipment. they wanted all this information off of the actual modem which is packed away I had to unpack it already once when I waited for the label to show up it never did and they wanted me to unpack the box again which I refused to do all I need is a shipping label to send this back and my money refunded back into my account fully or I will look for criminal charges.
Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/05) */
Dear Mr. ********,

We understand your request and your concerns about your NETGEAR device. However, we are unable to perform a product refund or contract refund since no contracts or purchased products came from our NETGEAR store.

Please be advised that NETGEAR Inc. is able to replace products found to be defective with the same model if within warranty.

For more warranty details, please see the link below:

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

For NETGEAR store returns, please click the link below:

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

Take note: NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days.

Thank you and have a great day!

Regards,

**************
Customer Care Advocate
NETGEAR Support
Initial Complaint
Date:12/21/2022
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.
NETGEAR will not honor lifetime warranty for a product. I opened the case in Oct and they keep giving me the run around. They said they would provide a refund but again, keep giving me the runaround. They offered a replacement but it is not comparable. They closed my originally case without notifying me. I opened a new case but they do not respond and keep telling me 3-5 days....

Closed Case # ********
Current opened case# ********
Business Response
Date: 12/26/2022
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 your NETGEAR product and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that your prior case number ******** was closed on 11/11/2022 due to inactivity when one of the representative ask you to provide a proof of purchase for him to proceed with your product refund request. ******, one of my colleagues, is currently working on your new open case number ******** while she waits for the reimbursement request to be approved. This could take longer than usual, and if this is confirmed, we'll provide you an update before moving on with the paperwork and processing of your refund.

I'll track your open case number for the time being and inquire about progress.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 01/09/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I responded to their email two times and provided the checking account info as requested and no response, yet and no refund as of writing this email. My Emails were sent on Jan 1, and Jan 5th with no response from Netgear.
Business Response
Date: 01/11/2023
Dear ******************,

This is to acknowledge the response that you sent us.

I went back and looked into your request for a refund. As of today, January 11, 2022, our warehouse has confirmed that your returned unit has been received. Please be aware that we will start the paperwork needed to send to our accounting department.

We have actually received your voided check, and it may take 4-6 weeks for the full manual reimbursement to be applied to your account via ACH after all required paperwork has been presented to our Accounts Department.

Once the documents are completed and submitted, you will be notified.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************
Business Response
Date: 01/18/2023
Business Response /* (1000, 5, 2022/12/26) */
Dear Mr. *******,

I hope you are well. My name is ****** of NETGEAR Customer Care Team. I understand that from your recent correspondence that you have submitted a complaint regarding your NETGEAR product and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that your prior case number ******** was closed on 11/11/2022 due to inactivity when one of the representative ask you to provide a proof of purchase for him to proceed with your product refund request. ******, one of my colleagues, is currently working on your new open case number ******** while she waits for the reimbursement request to be approved. This could take longer than usual, and if this is confirmed, we'll provide you an update before moving on with the paperwork and processing of your refund.

I'll track your open case number for the time being and inquire about progress.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

*********
Customer Care Advocate
NETGEAR Inc.

Consumer Response /* (3000, 7, 2023/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I responded to their email two times and provided the checking account info as requested and no response, yet and no refund as of writing this email. My Emails were sent on Jan 1, and Jan 5th with no response from Netgear.

Business Response /* (4000, 9, 2023/01/11) */
Dear Mr. *******,

This is to acknowledge the response that you sent us.

I went back and looked into your request for a refund. As of today, January 11, 2022, our warehouse has confirmed that your returned unit has been received. Please be aware that we will start the paperwork needed to send to our accounting department.

We have actually received your voided check, and it may take 4-6 weeks for the full manual reimbursement to be applied to your account via ACH after all required paperwork has been presented to our Accounts Department.

Once the documents are completed and submitted, you will be notified.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

*********
Customer Care Advocate
NETGEAR Inc.
Customer Answer
Date: 03/07/2023
Regarding Complaint ID: ********
Hi, I have waited the 6 weeks as requested and still have not received a refund and Netgear has my return switch. Can we please reopen the case? Thank You
Business Response
Date: 03/16/2023
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 your product refund. 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 your request to refund your NETGAER S3300-52X-PoE+(GS752TXP) has been submitted to our ********************* on 01/14/2023. As of writing we are still awaiting for the confirmation from them about the status of the refund. You will be notified as soon as a response is received from the concerned department.
If you have any clarifications about this refund request, your may send a response to your open case#********.

Your continued patience is greatly appreciated.

Again, thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Customer Answer
Date: 06/01/2023
Please reopen case ********, Netgear has my switch and has not refunded me.
Thank you
Business Response
Date: 06/08/2023
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 a warranty issue. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your account and both case#********, and ******** that you have in your account is for a product refund that has been credited to your bank account. Under your case#******** you talked to our Account Manager who handles your Business account on 06/06/2023 and confirmed that you have the refund posted on your account.

If you have other NETGEAR products that need to be checked by our technical support, please provide the serial number and I will ask our business senior support specialist to call you. Please provide the following information for me to contact you:

*Serial number of the product
* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

Thank you for contacting NETGEAR, we appreciate your business.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 06/08/2023

Better Business Bureau:

I Have received a refund and this can be cancelled. Thank You for your help.

Sincerely,

***********************
Initial Complaint
Date:12/19/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my service with NETGEAR on 6/06/2022 They stated that I would be removed from the annual renewal subscription.In November I received an email notification stating that my subscription would be renewed in December. I contacted the company again and let them know I no longer have any NETGEAR products and that the renewal should be canceled. The information below from their customer agents stated that I would not be charged. However, on Sunday night at 10pm, I received another email stating that I was charged for the renewal. Contacted NETGEAR and they stated they would review the case and let me know if they could refund my money. So reaching out to the company twice to ask them not to renew my subscription was ignored and during the holiday when you don't need a $105 charge on your credit card for something that I don't use. I assume this was done on a Sunday night hoping that it would be missed and they would receive $105 for a service that will never be used. NETGEAR Support Agent 2022-11-21 05:41:24 Dear ********************,I hope this email finds you well!I am Draze of NETGEAR ************* Team and this is to acknowledge receipt of your request concerning your Armor Security - 1 Year with contract number: *****. I'll be more than happy to help.I have personally taken the time to review your concern, I have successfully disabled the auto renewal for your Armor Security contract. Rest assured that you wont be charged with any NETGEAR Armor charges. Kindly just wait for the contract end date on 12/19/2022 as the subscription will automatically be cancelled.Please do not hesitate to contact us if further issue with the billing occurs. You can reach out to us at ************** or send email to *********************************************************** Please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of ***************** in the industry. Once I close this case, shortly thereafter you will receive a survey in your email. With this, please do rate the service and support I have provided you regarding your query.We appreciate your patience and thank you for choosing NETGEAR.Regards,Draze C.************* Advocate **********************
Business Response
Date: 12/23/2022
Dear ********************,

My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.

I noticed on your account that one of our customer service representatives is working on your refund request.

We notify you within 3-5 business days and provide an update once the refund has been completed.

Your case number is 46806489.

Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.

Yours in Service,

**** ****************
************* Advocate
**********************
Initial Complaint
Date:12/17/2022
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 spent nearly $2,000 on Netgear's Wi-Fi mesh system, less than 3-months ago. Netgear continues to force-push firmware updates which brick the entire system, rendering it useless, and requiring me to spend approximately 12-hours factory resetting and manually updating the firmware for all 7 pieces of equipment, and then having to re-pair, and relocated all 7-pieces, over-and-over.

Customer care is outsourced to various countries, and is virtually non-existent, outside telling you to factory reset everything. Agents repeatedly lie about being supervisors, managers, and upper-level support staff, when in reality, they are tier-1 agents, with no training useful information.

Promised callbacks haven't happened.

Emails have not been returned.

Hold time to reach a tech support agent routinely exceeds 90-minutes.

I have spent over 10 hours of the last 24 trying to resolve this issue.

Netgear has yet to provide any useful information.
Business Response
Date: 01/04/2023
Business Response /* (1000, 5, 2022/12/23) */
Dear Mr. ******,

My name is ****. I am a Customer Care Advocate for NETGEAR Inc.

Please 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 if within warranty.

We would like to offer the assistance of our senior technical support team.

Please reply to case number ********.

For more warranty information, please click the link below:
***************************************************

We look forward to your response.

Regards,
***************
Customer Care Advocate
NETGEAR Support

Consumer Response /* (3000, 7, 2022/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This absolutely does nothing to address my concerns, and gives me more homework, and hoops to jump through without addressing any of the deficiencies.

Business Response /* (4000, 9, 2023/01/01) */
Dear Mr. ******,

Please coordinate with our Technical Support Team for assistance.

Please contact the phone support department of NETGEAR, just dial******************************** Just provide your case number: *********

Thank you for your coordination and understanding.

Regards,

**************
Customer Care Advocate
NETGEAR Support
Initial Complaint
Date:12/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 100 dollar router to take a c*** in 3 years. Got hacked but refused to give time stamps.Internet has been down for a month I believe they should be paying my internet bill cause they gave me no solution for the start of the problem.My router refunded for dealing with such a problem They wanted me to pay 300 dollars for a firmware for 5 years never said monthly payments weren't available and tried to hit me for the full cost
Business Response
Date: 12/16/2022
Dear Mr./*************************,

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 your NETGEAR device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

We have personally taken the time to review your account with us and we can't find any records or cases on your account nor talked to our technical support team. According to your statement, the representative you talked to offered you a "300 dollar for a firmware for 5 years", which is not the process that our support team follows nor contract that we sell. It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. Could you please tell me how you contact this third party? Can you give us any information for our records?

NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link:

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

I noticed that your NETGEAR AC1900 WiFi Mesh Extender(EX6400v2) is already expired for support and hardware warranty since 10/25/2022. We are more than happy to work with you in addressing your issue. As a courtesy we will provide you a one time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating the ticket ******** online.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:12/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a new WiFi router on Nov 17th with the intent to upgrade from the service provider's provided router. Since then I've had a list of issues with the router, all of which came to a tipping point today 12/13/22. My WiFi went out, which is a severe issue when you work from home so I attempted to call technical support.Technical support talked me in a circle for over an hour with no resolution, had me go through the same few steps over 10 times all resulting in the same outcome, and promised a manager call back. I've called back since but each time I'm put on hold for over **************************************************************** have a complimentary upgrade for the product not working as advertised as a premium product and for the time it's taken to resolve this issue through support.
Business Response
Date: 12/15/2022
Dear ********************,

My name is ****. I am a ************* Advocate of **********************

We understand your request and your concerns about your NETGEAR device. However, we are unable to process a product upgrade because NETGEAR itself does not give refunds or offer product upgrades. Refunds come from the place of purchase only. NETGEAR Inc. is able to replace products found to be defective with the same model if within warranty.

For more warranty details, please see the link below:

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

Since you are looking for a product upgrade, I recommend returning to the store where you purchased the unit and check about alternate solutions.

Regards,

**** ****************
************* Advocate
********************** Support
Initial Complaint
Date:12/13/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/07/2022, I called Net Gear to have them clean my computer, which they have been doing for the last six years, I spoke to a, Hyder was his name these representatives are in India, Hyder went on cleaning my computer but then some thing happened to my router, the power light on the router started blinking orange, and I could not get internet service, ALSO it stopped me from getting Net Flix and Amazon Prime on my T.V. Hyder and I spent about two and a half hours trying to fix my router. Htyder than stated he would call me back, which he did not. Over the next several days I called Net Gear several times and spoke to, ************************* who is a customer care specialist???Mac gave me my case number, ********. Today is 12/13/2022 and no word from Net Gear. I would like Net Gear to buy me a new router and terminate my contract with them which started 09/16/2022 for there price of $183.99 and get my money back from 12/07/2022
Business Response
Date: 01/20/2023
Business Response /* (1000, 5, 2022/12/15) */
Dear*************

I hope you're doing well.

My name is John. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.

I'm writing to let you know that your refund request is currently being investigated for processing. I'll notify you within 3-5 business days and provide an update after the investigation is complete.

Thank you for choosing NETGEAR and have a great day!

Regards,

John**********
Customer Care Advocate
NETGEAR Support

Consumer Response /* (3000, 7, 2022/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
12/15/2022 HEARD FROM **** A CUSTOMER CARE REPRESENTATIVE OF NETGEAR, **** EMAILE3D AND STATED MY CASE IS BEING REVIEWED AND I SHOULD GET A RESPONSE WITH IN 3 TO 5 DAYS ???
WHAT REALLY BOTHERS ME ABOUT NETGEAR, IS THAT FOR 6 YEARS I HAVE WORKED WITH NETGEAR AND THEY HAVE FIXED AND CLEANED MY LAB TOP MANY TIMES, NOW THAT HYDER ONE OF THEIR REPRESENTATIVES HAS MESSED UP MY ROYTER THEY NO LONGER HAVE SHOWED, HONESTY, INTEGRITY,OR RELEABILITY IN GETTING THIS PROBLEM RESOLVED.

Business Response /* (4000, 9, 2022/12/26) */
Dear ************

We have approved and finalized the request for $183.99 back to your credit card as of, 12/20/2022. The process of the refund takes 24 to 48 hours, and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.

We have a senior technical support team available to check your system, please reply to case number *********

Thank you for choosing NETGEAR and have a great day!

Sincerely,

John**********
Customer Care Advocate
NETGEAR, Inc.

Consumer Response /* (-5, 10, 2023/01/01) */
i HAVE RECEIVED AN EMAIL FROM **** ******** FROM NET GEAR, THAT I WOULD BE GETTING A REFUND OF $183.99 FROM NET GEAR WITH IN 7 DAYS OF 12/20/2022. IT IS 01/01/2023 AND THEIR HAS BEEN NO AMOUNT FROM NET GEAR DEPOSITED IN MY CHECKING ACCOUNT AS OF 01/01/2023. I CAN NOT BEFIVE THAT I WAS WITH NET GEAR FOR 6 YEARS AND THEY ARE NOW TREATING ME LIKE THIS. THIS SITUATION HAS BEEN GOING ON FOR AT LEAST 2 MONTHS. CASE # ******** THANK YOU, ****************

Consumer Response /* (4200, 12, 2023/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AS OF 01/04/2023 I HAVE NOT RECEIVED MY $183.99 BACK IN MY CHECKING ACCOUNT, THAT I WAS GOING TO RECEIVE BY 12/20/2022 THAT MAY TAKE UP TO 7 BUSINESS DAYS, TODAY IS 01/04/2023, NO FUNDS FROM NET GEAR,
THEIR HAS NOT BEEN A RESOLUTION TO THIS MATTER YET, FROM **** *********** FROM NET GEAR CUSTOMER CARE ADVOCATE.

Business Response /* (4000, 14, 2023/01/05) */
Dear ************

Please validate it with your bank. We successfully returned your money.

Please let me know if you have any other questions or concern. Thank you.

Regards,

John**********
Customer Care Advocate
NETGEAR Support

Consumer Response /* (2000, 21, 2023/01/19) */
CASE NUMBER, *******, NET GEAR DID REFUND MY MONEY TO MY CREDIT CARD, TOTAL OF, $183.99, THANK YOU SO MUCH FOR YOUR HELP IN THIS MATTER, WITH GREAT APPRECIATION, ****************
Initial Complaint
Date:12/10/2022
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 had purchase a netgear*********************** router on 1/5/22 for $400. from this firt time i had nothing but issues with this product i have contacted customer support over 5 different times within span i own this.This router keeps rebooting it self only gettting worse.On several reviews im not only one having this issues .Customer support has been no help
Business Response
Date: 12/15/2022
Business Response /* (1000, 5, 2022/12/13) */
Dear Mr. *********,

I hope you are well. My name is ****** of NETGEAR Customer Care Team. I understand that from your recent correspondence that you have submitted a complaint regarding NETGEAR ************************************ Router(********) issues. 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.

First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this such kind of issue with the NETGEAR router that you have in possession. I see that you spoke to our support team about this, and we checked with our engineers, who said that there is a firmware to fix the reboot problem. As we have instructed our senior Level 2 support team to get in touch with you in order for this to function and you declined.

As I mentioned on your case#********, the ****** will be your next upgrade option after the ******. It's just that your ****** was manufactured 2021 but that doesn't mean that ****** is not the latest model. The ****** is a 12-Stream Gigabit Router******** Tri-Band Wireless Speed (Up to 10.8 Gbps) Coverage Up To 2500 sq.ft. And 50 Devices. While your ****** is a 12-Stream Dual-Band Gigabit Router, ****** Wireless Speed (Up to 6 Gbps), Coverage Up to 3,500 sq.ft. and 30 Devices.

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,

****** **
Customer Care Advocate
NETGEAR Inc.

Consumer Response /* (3000, 7, 2022/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand my router purchased suppose be newer yet want replace with older model. Plus I'm losing range almost 1000 square feet. This has been such a burden and waste of my time. Big inconvenience as valued customer.

Business Response /* (4000, 9, 2022/12/15) */
Dear Mr. *********,

This is to acknowledge the response that you sent us.

If you do not want to take the ******, which is the upgraded replacement that has been approved by management, we advise you to work with our support team to update the firmware to resolve the reboot issue, or we can replace the device with the same model.

The reason as why we encourage you to contact our technical support is aside from the troubleshooting steps that they can offer to you, they can also help us with the next course of action, by checking your device, debugs, logs and also their findings.

Again we thank you for your business with NETGEAR, Inc.

Regards,

*********
Customer Care Advocate
NETGEAR, Inc
Initial Complaint
Date:12/07/2022
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.
One year ago, I purchased a Netgear nighthawk X6S AC3000 Tri-band Wi-Fi range extender mode: EX8000. I just changed the router and need to reconfigure the extender to connect with the new router. I tried for two days to reconnect the extender to the new router to no avail and decided to reach out to Netgear for some assistance. The people posing as Netgear agents utterly refuse to give me any support unless I pay them $140.00 for tech support. There is no phone No. or contact information to reach Netgear's main headquarters; all the calls are routed to ***** and other Asian countries. These people are all demanding that I pay them for tech support, something I was told isn't true. It is extremely unfortunate, that Netgear has allowed its name and reputation to be associated with SCAM. This company has zero safeguards to protect its customers. I have no contact information to reach this company and inform them about my horrible experience with the con artist operating in their name. Netgear is RESPONSIBLE for its customers, and since they have provided zero support to its customers, the scam artist is filling the void for them. I certainly REGRET buying from Netgear. I thought it was a better company, but now I am finding out the hard way.
Business Response
Date: 12/09/2022
Dear **********************,

Good day!

Good day! My name is ******** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding the support warranty and the defective 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 expired on 09/08/2021. This was the reason why our support expert was trying to offer you the support contract. The complimentary support that is included in our device is only 30 days from the date of purchase of the device.

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

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

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

we have self-help documents and useful product articles available on our knowledge base that you may use as reference.

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

Thank you for your understanding.

Sincerely,

********************
************* Advocate
********************** Support
Customer Answer
Date: 12/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
do not accept ************************, explanation of my concern. Here are my exact words. ******************** is responding to statements I never made. To Whom it May ******** I am providing my contact info. in hope that "I am reaching someone from Netgear. My ************ Landline.
One year ago, I purchased a Netgear nighthawk X6S AC3000 Tri-band Wi-Fi range extender mode: EX8000 Serial *************. I just changed the router and need to reconfigure the extender to connect with the new router. I tried for two days to reconnect the extender to the new router to no avail and decided to reach out to Netgear for some assistance. The people posing as Netgear agents utterly refuse to give me any support unless I pay them $140.00 for tech support. There is no phone No. or contact information to reach Netgear's main headquarters; all the calls are routed to ***** and other Asian countries. These people are all demanding that I pay them for tech support, something I was told isn't true. It is extremely unfortunate, that Netgear has allowed its name and reputation to be associated with SCAM. This company has zero safeguards to protect its customers. I have no contact information to reach this company and inform them about my horrible experience with the con artist operating in their name. Netgear is RESPONSIBLE for its customers, and since they have provided zero support to its customers, the scam artist is filling the void for them. I certainly REGRET buying from Netgear. I thought it was a better company, but now I am finding out the hard way."

I clearly Spoke about the $140.00 dollars I am Being asked to pay for tech support. Why is ********************, talking about a defective DEVICE? The question is, do I have to pay for tech support to configure an extender? And if ******************** is as concerned as he claimed to be, why haven't I received a phone call from Netgear? The DEVICE is on a two years warranty. I was not speaking about warranty either. What is the Truth as it pertains to tech support? Netgear has a 90 days policy on all new purchases, not 30. I am fully aware that my 90 days coverage has expired. I am, not clear on if configuring an extender is billable from tech support.

Business Response
Date: 12/18/2022
Dear **********************,

This is to acknowledge receipt of your email.

Good day! My name is **** and I am a ************* Advocate for ********************** Please be advised that I will handle your case professionally.

I have created an RMA for your replacement device. Please complete the transaction I sent you so that we can process your replacement unit.

Rest assured that I will be helping you to the best that I can.

Here is your RMA number: 3737187.

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

Best Regards,

**** ****************
************* Advocate
********************** Support

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