Business Profile

Internet Services

NETGEAR

Headquarters

This business is NOT BBB Accredited.

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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.
70 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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
Initial Complaint
Date:12/06/2022
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.
On Dec 01 2022, I purchased 2 Pack of orbi 960 router and satellite using the url below : ***************************************************************** the order# *******.On Dec 03 2022, I received a wrong item that it was only add on satellite they sent me rather than the combo devices as indicated in my order. I contacted the customer support multiple times and did not get much help they keep saying the weight of the package and I have sent them the pictures and everything as they requested and there is no way they can fit any additional items in that small box also the weight of the system is something they enter while generating the label and does not mean that they have sent the right item.I also requested to speak with a manager multiple time but every time I call in they play some sort of game that they will start their own story and when I ask for previous call back request they will hung up the call or put me on hold and never come back on the line again. Netgear has worst customer service and it was a complete mistake to purchase their product. Not only their customer service is trash so are their products.
Customer Answer
Date: 12/06/2022
Hi,

Can you guys please also forward this attachment to the business since I have missed attaching it to my original complaint.

Thanks in advance.

Regards,

*************
See Attachment/File: BBBNetgearDoNotUse.JPG
Business Response
Date: 12/07/2022
Dear **************,

Good day!

My name is ******** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding order *******. 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 order status is now under pending return which means that you have requested a return/ refund already. You will need to return the device for the refund to be processed automatically. The refund may take up to 7 business days or more depending on your financial institution.

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.

Thank you for choosing NETGEAR.

Sincerely,

********************
************* Advocate
********************** Support
Customer Answer
Date: 12/12/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all ********************* you are the biggest liar on planet earth, Last time I spoke to you, You told me you are going to give me a call that evening by 5 PM it has been several days but you never returned the call.

Second I also called your department and requested to speak with you multiple times but your agents did not transfer the call saying that you are not available.

Last but not least, I can only return what I was originally sent by you guys and that has been already done, like I advised you when we last spoke the return was delivered back to your warehouse on Dec 7th but I only was refunded half of the money that I paid for this order Why ? and when do you guys plan to refund the remaining amount for the order that was not shipped ?
Business Response
Date: 12/15/2022
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.

This is my assessment base on the case number and documentations.

Tracking number: 594012912113.

We delivered the NETGEAR product and weight of the item based on the tracking number: 14 lbs / **** kgs

Tracking number: 391602092003.

You created an RMA for a product refund request after receiving the unit. Based on the tracking number the weight 7.5 lbs / 3.4 kgs. It indicates that there is a missing item inside the box.

Thank you for your understanding and have a great day!

Regards,

**** ****************
************* Advocate
********************** Support
Customer Answer
Date: 12/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
************,

First of all, Have you guys been sleeping since last 16 days when I reported this.

The weight is something mentioned by the shipper and that does not indicate the actual weight of the package being delivered by the ****** When you create a pickup label there is no way for the carrier to weight or check the item so that is totally false argument.

Secondly what is the proof that you guys have sent or packaged two items ? By just looking at the box I can tell there's no room to fit anything else inside that box. Also do you have a picture of the serial number of devices that were shipped by you ?

Last but not least even though you have shipped whatever you are claiming the fact is I only need received the satellite and that too has been returned. You can not charge me something that I have not received and you owe me the money for the reminder of the payment. If I won't receive prompt refund on this by Monday Dec 19th, I am already following up with my legal team to ensure we take all the steps to make sure you guys don't do this to any other customer.

Thanks,
Business Response
Date: 12/22/2022
Dear **************,

Again, We sincerely apologize for any inconvenience this has caused you.

I confirmed with our warehouse that we had shipped out all of the NETGEAR items.

Thank you and have a great day!

Regards,

**** ****************
Customer Care Advocate
********************** Support
Customer Answer
Date: 01/03/2023
Hi ***************,

Thanks for your email but Business has yet not answered my question and all I asked them to provide me with "Pictures of content that they shipped and the serial number of the device ?" But after all the back and forth I still have not received the answer to my question.

I still do not consider this as answered and I would rather request you keep the complaint open as giving them answered status does not represent the actual response to my question or complaint.

I hope you would understand and thanks in advance.

Happy Holidays and Marry Christmas to you and your loved ones.

Thanks.
Initial Complaint
Date:12/03/2022
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 have consistently unsubscrubed from netgear armor emails and have also emailed sales to get me off the list but I consistently keep getting these emails. Either your email maketing management system is broken or you refuse to just acknowledge that I don't want marketing emails from Netgear.
Business Response
Date: 12/05/2022
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 **************** Issues and concern on email marketing management system. 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 email already Opted-out for receiving any product updates and announcement last 11/3/2022 8:42 AM. You can opt out of receiving our marketing and promotional emails. To stop receiving our marketing and promotional emails, follow the instructions in any marketing email you get from us, click on the following link below and go to "You have certain choices about our marketing and tracking tools." From there, you can enter your email address and click "Unsubscribed".

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

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, we appreciate your business.

Sincerely,

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

Customer Answer
Date: 12/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable because I have opted out of everything, multiple times, not of just "product updates and announcements" but literally EVERYTHING . I continue to receive these emails non-stop. The reason I went through the BBB specifically is because your opt-out list isn't working. Just remove me from everything and provide me confirmation that you've removed me so that I don't get any more Netgear Armor emails. Here's a list of some of the emails I've received since November 3rd.
See Attachment/File: Gmail - Black Friday Special_ NETGEAR Armors state-of-the-art internet security for only **** a mont
Business Response
Date: 12/09/2022
Dear Mr./********************,

This is to acknowledge the response that you sent us.

We truly regret all the trouble this has brought you. If you continue to receive emails from our marketing regarding the NETGEAR Armor promos, please be aware that I have already sent a request to the concerned department, asking them to see what they can do to address the issue. You may be confident that your situation is being looked into, and I'll let you know when we hear back from them.

Again, I thank you for your patience and understanding.

Sincerely,

****************
Customer Care Advocate
**********************
Business Response
Date: 12/13/2022
Dear Mr./********************,

Good day!

This is to let you know that our back office support team has confirmed that they successfully unsubscribed your email address from receiving emails from NETGEAR promotions and other email marketing-related emails.

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, we appreciate your business.

Sincerely,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:11/30/2022
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 purchased Nighthawk WiFi cable modem router (CAX80) that came with free 90 day support/security. Right after the expiration of that, the router stopped working. We tried restarting, re-setting and even asked our internet provider ( Xfinity) to check. I finally called tech support and with simply pushing a button it started working again. The tech ****, then started talking to me about extending the support/warranty. I told him this was really suspicious and asked him how this could happened. He said it could be softwares updated from my internet provider. I said that I am really going to look into this and he replied that because I tried to re-set the router, all the data were lost and I won't be able to figure out what had happened. I again told him this was all too suspicious and convenient. He then said he would ask his supervisor. After a couple of min, he came back and told me that his supervisor said it was due to software updates. This while situation was too suspicious and really more likely to be a scam by Netgear. I would like to ask for return of the device and a refund.
Business Response
Date: 12/14/2022
Business Response /* (1000, 5, 2022/12/01) */
Dear *******,

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. 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.

I spent some time looking over the information from this BBB case, but I was unable to locate any active accounts connected to your concern. Would you mind supplying the following information so that we can help you more effectively?

**Proof of purchase/Receipt
**Email address you have used in your account
**Serial number of the NETGEAR product

A valid proof of purchase should contain the price of the device, store where you purchase the device and the date of purchase.

You can send it again to [email protected] with the subject line of your case: (********) or attach is on your next reply.

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: https://kb.netgear.com/1113/Warranty-Return-Policy

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

*********
Customer Care Advocate
NETGEAR Inc.
Initial Complaint
Date:11/29/2022
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.
The manufacturer's warranty from Netgear is advertised as being 1 year. My Netgear Router is only 4 months old. The wireless portion quit working. They are refusing to honor the warranty. They want me to pay extra for troubleshooting since it is just beyond 90 days.

I simply want a return authorization from Netgear so I can return it to*********. They are refusing to do that.
Business Response
Date: 12/13/2022
Business Response /* (1000, 5, 2022/12/01) */
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.

Mr. ******, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. 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.

I have personally taken the time to review your account and I noticed that your NETGEAR ********************************** Router(******) is already expired for support warranty. We are more than happy to work with you in addressing your issue. As a courtesy we will provide you a one time grace 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.

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:

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

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

*********
Customer Care Advocate
NETGEAR Inc.
Initial Complaint
Date:11/28/2022
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 product from retailer, item would not work consistently or persistently. Contacted ISP tech support who came out 3x's $$$ for those visits.NO TROUBLE FOUND. Continued to attempt to work with Netgear while what I finally realized was a stall to make me go past retailer return date expiration of product. Again, continued to try and work with support since July/2022 (purchase date). Continued to try and troubleshoot Aug 2022-Nov 2022. Purchased pro service plan under pressure thinking that would reconcile dilemma. Support finally agreed to replace unit They tried twice to send and keep sending to incorrect address. STILL NO REPLACEMENT. Have lost money in forms of payments to ISP for repair visits for svcs provided &subscription services, work and professional training online AND with Netgear Service Contract time due to Netgear's incompetence and negligence. It is now last week of November 2022 -AGAIN support personnel repeatedly keep sending replacement to wrong address (internal system issue I believe w/FedEx) HOW MANY TIMES IS ENOUGH? Continuing to make me wait for researching their administrative breaches. This company is disorganized, fragmented, &clearly not motivated to be accountable to consumers &should be held in court for stalling consumers while they know & have identified faulty chipsets in their cable/modems products. Offshore hard language barriers ****************** accountability in *************** (refusing ID#) are areas they needs to be penalized. I JUST WANT MY $400 back so I can go elsewhere & purchase a legitimate working product so I can go to school & make a living. So please UNDERSTAND why I have no email address. I have to leave & go elsewhere to use others ISP. FYI I have a rap sheet as long as my arm fm July to present of case #'s that can be verified as to my attempts to work with this company. (******** & case# ******** current) I will NEVER buy or recommend Netgear EVER. MONEY BACK PLEASE! CORP NEEDS TO GET INVOLVED.
Business Response
Date: 12/05/2022
Dear Mr. ******************* name is ****. I am a ************* Advocate of ********************** I know you have waited to be served for quite some time. We sincerely appreciate your patience. Due to this difficult situation, we are receiving an unusually high volume of the queue. Rest assured that I will be helping you to the best that I can.

Please be advised that a new *** has been created in your account to correct the address. Please fill out the *** form ******* in order for us to process your replacement unit.

Your Case number 46760864.

Please let me know if you have any additional questions.

Regards,

**** ****************
************* Advocate
********************** Support
Initial Complaint
Date:11/28/2022
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.
I have requested Netgear remove my credit card information from my account. I was sent an email about a past subscription that would be automatically processed on 12/1/2022 to an account that no longer exists. Also I wished to have my account deleted. After several emails and phone calls they closed my case without removing my credit card or deleting my account. They do not offer on their site any way to remove a credit card once one is added so you must contact support, which is a runaround with call time waits and or paying for support in some instances. Simply wanted credit card removed and Netgear account deleted and still both exists currently. In my opinion after using their products both home and business, they practice some shady activities.
Initial Complaint
Date:11/21/2022
Type:Delivery 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 recently purchased the Netgear Nighthawk AX6000 $546.86 including taxes on 11/16/2022. ***** tracking #************ ***** "delivered" my package, they say, and attached a photo of a wall and floor as proof of delivery. I did not have my package. I contacted Netgear customer service and spoke with several people who were rude, had a language barrier and talked over me, even raising their voices. They said after you purchase a product, you own it from the time it ships. They referred me to *****. They said the shipper (Netgear) needs to start the claim process as they have the necessary information, such as their account number, to file the claim. I contacted ********************** once more and she the customer service agent said ***** needs to do the claim. I asked the agent to escalate this matter to a supervisor. She said the supervisor will only tell me the same thing, and it would take 3 days for someone to contact me. This is shoddy customer service. I want a full refund for my items not being received. Netgear should have required a signature on this package as it costs a lot of money.
Business Response
Date: 11/24/2022
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 personally reviewed your concern, and I can see that your order was delivered to the address you provided.

Tracking number 593885244393.
DELIVERED: Friday
11/18/2022 at 12:36

Your case number is 46719300.

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

Thank you for choosing NETGEAR and have a great day!

Regards,

**** ****************
************* Advocate
********************** Support
Customer Answer
Date: 11/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I've contacted your customer service numerous times, only to be told there was nothing they could do. I advised them, again, ***** will not file a claim for me as it is the responsibility of the SHIPPER to file the claim, as they need Netgear's account information to complete the claim. Netgear should require signature service due to the large dollar amount of your items. I'm am completely dismayed with Netgear at this point. I will never purchase another item from you again. Ever. Your customer service is unprofessional and a joke. I am due a full refund from Netgear. I am willing to take this to Small Claims Court if need be at this pint.
Business Response
Date: 12/04/2022
Dear ******************,

Good day!

Please be advised that we are currently investigating your case and awaiting the outcome from ****** I'll let you know once we've finished our investigation.

I'll keep your case open until we've resolved your concerns.

Case number: 46719300

Thank you for your understanding.

Regards,

**** ****************
Customer Care Advocate
********************** Support
Customer Answer
Date: 12/12/2022
Hello,

Netgear has not reached back to me regarding this ongoing issue.

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

Sent from my iPhone
Business Response
Date: 12/15/2022
Dear ******************,

Please be advised that we are currently working with ***** regarding your request.

I'll notify you once we have an update.

Thank you for your understanding and have a great day!

Regards,

**** ****************
Customer Care Advocate
********************** Support
Initial Complaint
Date:11/17/2022
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.
My husband ************ purchased a Netgear************************* system through ******. The product comes with a 90 day complementary tech-support warranty. It was purchased July 15, 2022 and today the product stopped working. It is outside the warranty. When I called Netgear for support and fixing the problem I was told I needed to pay them $230 to extend the warranty. That's more than the product cost in the first place. And I should not have to pay that much to extend my warranty. Nor should I have to pay for a warranty to be extended to include coverage for my entire house. They claimed the warranty would cover for all the products in my home computers printers phones. I'm not interested in any of that I just need my router to work. The warranty should not be more than twice the amount of the product and should not be covering for all these extra things. And the product should not stop working after 4 months. I'm extremely disappointed and looking for restitution. I'm also going to be filing a separate complaint with *** against ******. I desire a full refund for the product or an exchange at no cost to me for the exact same product.
Business Response
Date: 11/30/2022
Business Response /* (1000, 5, 2022/11/24) */
Dear Mr.*********,

Good day! My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding replacement unit 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 tried to locate your account in our system in order to start the process of replacing your device. However, using your email address and phone number, I am unable to locate your NETGEAR Account.

Please enter the correct email address associated with your NETGEAR device.

I look forward to your response.

Regards,

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

Consumer Response /* (2000, 7, 2022/11/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The email is ********************* and the phone number is***********************************************
Initial Complaint
Date:11/16/2022
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.
Need more assistance with my current claim. Netgear has deceptively lied to me and they have now decided not to respond to my emails. They agreed to fulfill my warranty refund in full for their defective product and agreed to pay me by a check because my original payment (through ******* is not valid anymore. I asked them to not send the money to somewhere that I don't have access to anymore. They keep telling me it's going to be **** weeks to send me a check and I responded don't care I need the check. Then the netgear rep ******** with backlash and trying to get me to receive in my original internet payment which I told them I can't receive. I don't know why this big company is making this such a big deal to cut a freaking check. Is only for a few hundred bucks that I bought directly from them, not at a third party place like Best Buy. This claim started in July, it's now almost thanksgiving. This is ridiculous. Please help
Business Response
Date: 11/24/2022
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.

Please be advised that we are currently working on your refund case. We will notify you once the refund procedure has been completed.

For Warranty information, please click the link below:

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

Your case number is 46719122.

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

Thank you for your cooperation and have a great day!

Regards,

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

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