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:11/15/2022

  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.

  Netgear ignored my email request not to charge my credit card for a renewal of their Armor security service product. I responded as they indicated to their customer service email address they provided to not renew the Armor Service. I sent them the email on November 1, 2022 instructing them not to charge my credit card on November 8, 2022 as they said they planned to do.(cancel email attached)
  They did it anyway. Took the 99.99 from me without my approval. What they did was Fraud.
  I called them on November 9, 2022. There customer support person, said it was a mistake, and I should receive an email from them confirming the refund to my card. Never received the email or refund. I have since disputed this 99.99 dollar charge with Citi bank, my credit card issuer.
  From review of the complaints on this bbb site, it appears this is a pattern of business practices by this company. It is FRAUD. THEY HAVE PUT A 30 DAY LIMIT OF REFUND DISPUTE IN THEIR TERMS IN ORDER TO HELP THEM WITH THIS FRAUD ACTIVITY. THEY HOPE YOU MISS THE CHARGE AFTER THE 30 DAYS IS UP.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Dear ********,
  
  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 have personally reviewed your account, and one of our customer service representatives has already handled your case and initiated a refund for your Armor Subscription contract.
  
  We will notify you within 3-5 business days and provide an update once the refund has been completed.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries. Your case number is ********.
  
  Thank you for your understanding and patience.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It would be wonderful and acceptable if customer service at Netgear had actually processed a refund. They have not! My credit card has still not be refunded. The only way to get this money back is a credit card dispute which was filed. Netgear needs to follow-up and actually refund the $99.99 they took without my permission. Absent a voluntary refund by Netgear, my credit card issuer will have to take the money from Netgear. Please let me know if you ever actually refund the money.
  
  
  Business Response /* (4000, 9, 2022/11/30) */
  Dear ********,
  
  We have approved and finalized the request for $99.99 back to your credit card as of, 11/29/2022. 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.
  
  Thank you.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 11, 2022/12/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a refund on my credit card, so I fully accept the resolution. The BBB is an excellent medium to resolve problems. Please indicate to Netgear I consider this matter closed.
  Thank you!

• Initial Complaint

  Date:11/11/2022

  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 and registered a new Netgear Nighthawk AX5 RAX43 wifi 6 router in June of this year. On 11/9/2022, The router began resetting itself to stock wifi settings and dropping connection constantly. I have tried resetting it to factory settings, as well as reinstalling multiple versions of the firmware. None of that remedied my issue. I contacted support over the phone. I was immediately asked for money and told that they would offer me no support for my product unless I paid them $200. The advocate was incredibly rude and spoke or yelled over me trying to simply explain my problem. He dodged every explanation I had by talking over me and telling me that none of my solutions would work until I paid him money. After I insisted that I would not pay, I asked him for an RMA (warranty replacement). He told me that an RMA is not possible until I pay for their $200 technical support service, even though the website shows that I have a hardware warranty intact with more than 200 days remaining. After he constantly badgered me for money and I refused, he told me he was going to place me on hold to consult a supervisor. About one minute into the hold, I started getting spotty connections and losing internet on all my wired and wifi devices. He picked up the phone after about 5 minutes on hold and asked me to log in to my router and check the logs. Before I could say anything he told me that I must be under a DoS attack. I am extremely familiar with a DoS attack and had not had any symptoms of it until he put me on hold. I perused the logs and told him I did not see anything indicating a DoS attack yet. He started yelling at me and acted like that was unbelievable to him. I continued scrolling and finally found an entry showing a DoS scan attack that occurred a minute into him placing me on hold. I did a reverse lookup on the IP address and found it was being routed through a random company in CA. He got very quiet and would not say anything at that point. I hung up.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/20) */
  Dear ************,
  
  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.
  
  Please be advised that our Senior Technical Support Team will contact you and provide assistance. If the unit is defective, they will initiate a replacement for your faulty device.
  
  The following link details product warranty information:
  **************************************************************************************
  
  According to our warranty policy:
  ***********************************************************************
  Your case number:*********
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  John ********.
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response does not address my concern with the rude customer advocate and the DDOS attack or warranty in any way.
  
  
  Business Response /* (4000, 9, 2022/11/24) */
  Dear ************,
  
  Good day!
  
  Please be advised that our Senior Technical Support team has requested a callback time to assist you.
  
  Please allow us to set up a call with you in order to better assist you.
  
  Please provide the following information for me to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  Your case number: *********
  
  I look forward to your response.
  
  Regards,
  
  John ********.
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (4200, 11, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not post any personal information through the BBB. This review is a public complaint. You will need to provide me a way to contact your senior support team.
  
  
  Business Response /* (4000, 13, 2022/12/04) */
  Dear ************,
  
  I noticed that you are communicating with our Senior Technical Support Team with the case number *********
  
  Please visit ************** account, under the support tab then click on cases for further assistance.
  
  Thank you.
  
  Regards,
  
  John ********.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:11/08/2022

  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 called Netgear ************** because my internet was not working. It said my password was wrong. The person that answered said my Netgear modem was corrupted but my 90 day Warrenty had expired. I would need to pay $230 for her to fix it. I told her this was convenient that after paying over $400 for a modem it stops working she said to place the 230. And she would put it in hold. Then she asked me to reset the modem and that did not work so all of a sudden for the $230 she was going to send me an upgraded modem because she could not fix it. I found this a scam. As I was talking to her my internet began working. She tried to convince me I needed a new modem. I told her I was contacting BBB because this was a scam and told my credit card.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Dear ************,
  
  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.
  
  We have approved and finalized the request for $229.99 back to your credit card as of, 11/11/2022. 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.
  
  For more warranty details please click on the following link:
  
  http://www.netgear.com/about/warranty/
  
  Additional support information can also be found on our Knowledge Base located at:
  
  http://www.netgear.com/support/
  
  If you have any questions or concern, please let us know. Thank you.
  
  Sincerely,
  
  **************
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:11/04/2022

  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 bought a modem/router. I had to call support to set it up as it would not set up as the instruction indicated. The people on the other end of the line had such think accents I could not understand them. I asked for someone who I could understand and was told no they did not do that. we had to resort to a phonetic alphabet. Now six months later the router has quit working. I was told I had to pay, $185.00 for assistance, which I did, even though the modem/router is within warranty, so they could assist me in resetting it. I spent over seven hours in several different phone calls trying to get this fixed and it still does not work. Most of the people were extremely hard to understand and those that were seemed to be reading from a manual and checking with someone else. The 2.4G does not work at all and so they had it set to 5G. Well, this spends more time buffering and drops off. Some of my smart devises will not work on the 5G. So now I am back sitting on hold waiting for someone to help resolve this. They just need to replace the thing as warrantied. Yes, I have had the cable checked with the cable company and there are no problems there.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Dear **********,
  
  Good day!
  
  My name is Ritchell and I am a Customer Care Advocate for NETGEAR, Inc. 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.
  
  
  
  We apologize for the inconvenience this may have caused you. I have personally taken the time to review your concern and I can see that the support expert last assisted you on 11/7/2022. The issue was resolved back then. Please let us know if you still need technical assistance so we can endorse this concern to our support expert level 2.
  
  
  Looking forward for your response.
  
  
  
  Regards,
  
  
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Business Response /* (-10, 7, 2022/11/14) */
  Dear **********,
  
  
  
  This is to follow-up as we have not received a response from you from the previous email that was sent. In the event you need further assistance we would like to invite you to update your case online at: http://my.netgear.com/myNETGEAR/support.aspx
  
  
  If your issue has been resolved and you need no further assistance you are welcome to log into the same site and close your case. Otherwise, please be aware that your case will auto-close after 2 days of inactivity. Upon closure of the case, you will receive a separate email containing a survey link will be sent to you so you can share with us your customer support experience.
  
  
  Additional support information can also be found on our Knowledge Base located at http://www.netgear.com/support/Thank you for choosing NETGEAR.
  
  
  Sincerely,
  
  
  
  Ritchell U.
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:11/03/2022

  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 am a Microsoft certified systems engineer 2000 and been a network administrator after I retired from being an officer for the state of florida and RRT began working in IT in 2002 and been a senior network admin until I retired from that. I am very experienced in network architecture and protocol, routers to include netgear, linksys, and Cisco products for these networks. Just a heads up on my experience with netgear and IT. I'm no dummy!
  
  The mobile app that I've used for the last couple years to connect to my router has stopped working and upon looking up the issue on netgear site it shows this issue was wide spread to customers and still no resolution also my router I attempted to get help wanting to know why my router that is only 2 and half years old is throttling my network speeds. I tried contacting support as I have been getting intermittent issues with my current router. My last 2 routers didnt last very long and my current I paid over 250 dollars for and has speed issues on the wifi. I contacted support to try to get knowledge based person not so.eone from India who immediately shows his lack of knowledge or care to be knowledgeable but also flat out lies to me like I'm stupid and without any questions or even looking at my router tries to sell me a 100 dollar fix saying my ports are infected with malware and if I pay this they will fix it within 30 minutes. First off my router is behind my ISP's router and is only for DHCP for internal TVs, mobile and game consoles. There is no possible way for something to infect this router as there is no direct access and they would have to hack through my ISP's security layers before getting to my equipment. The fact that I've been a loyal customer for 2 decades and they treat me like they are a scam company now. During my call I requested a manager to speak with was refused multiple times by the india csr, finally he puts someone on the phone claiming to be a manager who when I ask his employee info hangs up on me!
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/09) */
  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 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 "100 dollar fix saying my ports are infected with malware and if I pay this they will fix it within 30 minutes", which is not the process that our support team follows. 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 Nighthawk AC2600 Smart WiFi Router(R7450) is already expired for support and hardware warranty since 03/07/2021. 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.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:11/01/2022

  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 signed up for Netgear************ when I purchased a new **** Router. When I signed up I did not agree to automatically be renewed. I was reviewing my credit card statement and I noticed I was charged $75.94 on August 18th. I searched my emails and couldn't find anything regarding this. I finally found one in my junk folder that they were automatically renewing my subscription. I no longer use this router my new internet provider provides my router so I do not need this service and again I did not sign up for auto renewal in the first place. I contacted customer support explained the situation and asked for a refund. They replied that they are canceling my service September of 2023. I emailed again requesting to backdate my cancellation to the renewal date and refund my card. I get a reply email from them that my request was rejected because I had 30 days after my purchase date to cancel and my 30 days has passed. I didn't know that I even purchased anything to have to cancel. This is a very sneaky way to do business and I would like my money back. I will never do business with Netgear again.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Dear Ms. ***************,
  
  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 ***** Security - 1 Year subscription renewal charge and the service you received when you contacted NETGEAR and asked for help with your billing concern. 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 for refund has been approved and finalized for $75.94 back to your credit card as of today, 11/08/2022. 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 appreciate your time and patience.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  *********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (2000, 7, 2022/11/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept their response because I am getting my refund. I do find it rather troubling that I had to go to the ********************** in order to get my refund when I asked them twice.

• Initial Complaint

  Date:10/31/2022

  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.

  Hello,
  
  I recently purchased a Netgear *********************** (11Sept22). On the box, it is imprinted that the product comes with a 1 year free Netgear ***** protection.
  
  Since, I have had multiple calls and email with Netgear, included sending supporting documentation via email.
  
  As it turns out, no one at Netgear***** seems to care. Each person says they are here to help, but never to completion. I have even been told on two particular conversations that I would get a call back, but to no avail.
  
  Fraudulent: I also want to point out that it is clearly imprinted on the box. If this does not get remedied, then I will consider this fraudulent in nature. Note: I even called ****** directly, and the person ultimately could not help and she hung-up after about a 1 hour call.
  
  This is too bad, since all I am requesting is for what is advertised by implemented. If no one at Nergear actually cares, then probably the best solution is for me to returnn to ******--next step.
  
  Finally, I want to point out to Netgear***** that this is my second***** ****** purchase in 2.5 years. The first unit failed only after approx. 2 years. I was under the impression that these products should last much longer that 2 years. Even so, I still purchased another unit. So, I must like the product, right. Well, since I have spent so much time on the phone and emails, I am formally requesting a refund on my original purchase, as well.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Dear Mr. ******
  
  Good day! My name is ******** and I am a Customer Care Advocate for NETGEAR, Inc. I understand from your recent correspondence that you submitted a complaint regarding the ***** Security- 1 Year contract. 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 understand that the ***** Security was included as a bundled purchase from ****** and you are having trouble with activating it. I have endorsed this concern to our level 2 support expert to assist you further.
  
  Your case number is*********
  
  Our support expert will either contact you via phone or email.
  
  Thank you for choosing NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  I did receive a phone call as indicated above. However, I had specific request and the Netgear team member was going to have his manager get back to me--that was three days ago, and no reply.
  
  Note, I also received another recent email thread with different complaint number. I replied to that email and suggested we keep all correspondence to one complaint number.
  
  Case not resolved.
  
  Regards,
  *******
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  Dear Mr. ******
  
  
  Good day!
  
  
  I have checked the account again and we understand that you are requesting a compensation.
  
  
  The bundled contract to your NETGEAR device is not possible for extension or change the validity. We also do not offer any form of compensation and as much as I would like to assist you further with the extension of the validity of your contract, it is really not possible.
  
  
  We hope for your understanding for this matter.
  
  
  This case will automatically close within 2 days of inactivity.
  
  
  Thank you for choosing NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:10/28/2022

  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.

  I brought a NETGEAR ORBI MESH system for $700. also I purchase an extended warranty and less than 5 months later the network is dropping packets, buffering, and constantly dropping the networking connection, wireless and wired. I spent countless hours on the phone with Tech Support, that I also has to pay an additional $137. for before my warranty was acknowledged. I was promised to new replacement system since the router and satellite was deem defective, but I was only sent a refurbished router that proved to be defective as well, doing the very same thing as the router that I just returned back to the company. I don't want to trouble shoot any longer as more than a full shift of more than 8 hours on the phone with tech support. I want a full refund of my money that was spent or a new system that I paid for, not a refurbished system.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Dear **. ********,
  
  
  Good day!
  
  My name is ******** and I am a Customer Care Advocate for NETGEAR, Inc. 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 replacement request that was created before for your device RBR750 was a new one and not a refurbished device. We can initiate another replacement for the whole kit however, the device should be checked first by our level 2 support expert and if they found out that the replacement device is really faulty, then a replacement will be initiated.
  
  I will have our level 2 support contact you either via email or phone.
  
  Please provide the following information in order to assist you further.
  
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  
  
  Looking forward to your response.
  
  
  Regards,
  
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi **. ********, I appreciate your willingness to assist me with my issue, but I am sorry to say that I am all spent up with your level 2 support, and I have already spent more than 10 to 12 hours on the phone with them to get to the point that I am at. So forgive me not wanting to do any more support. Since it is obvious to me that NETGEAR is not likely to replace my mesh setup even with my extended warranty just for this type of scenario, that I purchased and my unhappiness, making me jump through hoops for a replacement. I give up, your product and Warranty is not worth all the trouble that NETGEAR is taking me through. Since I am in the I.T. Field myself, I will not be purchasing any other items from NETGEAR in the future and will spread the word of my experience and dissatisfaction. Thank You Kindly.
  
  
  Business Response /* (4000, 9, 2022/11/07) */
  Dear **. ********,
  
  
  Good day!
  
  
  We sincerely apologize for the inconvenience this may have caused you. I understand that you are not willing to proceed with our support level 2 expert and we honestly would like to assist you further.
  
  We will respect your decision and if any case that you would like us to check the device, you may always contact us and create an email inquiry on:
  
  https://www.netgear.com/about/contact-us/
  
  Please be advised that this case will automatically close after 2 days of inactivity.
  
  
  Thank you for choosing NETGEAR.
  
  
  
  Regards,
  
  
  ***********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/27/2022

  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.

  Effective Date: October 27, 2022
  
  RE: NOTICE OF INTENT TO FILE LAWSUIT
  
  Netgear,
  
  This letter of intent to sue shall serve as a formal notice that we intend to commence a lawsuit against you due to the following:
  
  Order ******* (Case **********) still needs to be delivered, and customer service promised to send the shipment. However, tracking shows the shipment was canceled before it left the warehouse, and Netgear refuses a refund or a reshipment. We want to solve this matter amicably and avoid the need for court.
  
  This is the last we received from support.
  
  "I received communication from our operations team that they will ship a replacement for your order. Please see the tracking number below so you can track the journey of your delivery.
  
  **************************************************************************************** "
  
  
  Please call if you'd like to sort this matter out of court. T: ************
  
  I. THE DEFENDANT. Netgear (the "Defendant").
  
  II. SETTLEMENT DEMAND. As a result of your actions, the Plaintiff is willing to resolve the matter by meeting the following demands: The defendant must refund the total order or send the item paid for.
  
  Order Number: ********
  Order Placed: October 7, 2022
  Order Total: $736.09
  
  This offer to cure and settle this matter outside of court and avoid a lawsuit is valid for 14 days from the Effective Date.
  
  III. GOVERNING LAW. This Letter of Intent shall be governed under the laws of the State *********
  
  Thank You
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Dear Mr. ******,
  
  Good day!
  
  My name is ******** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence you have submitted a complaint regarding the missing item on your 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 will review and complete the investigation about your concern so we could provide a resolution about this.
  
  
  We appreciate your time and patience.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Business Response /* (-10, 7, 2022/11/03) */
  Dear Mr. ******,
  
  
  Good day!
  
  
  I have checked your account and found out that you have already talked to one of our Customer Care Advocate. I understand that you would like to get a refund for your device however, a refund is not possible since that the tracking number shows delivered.
  
  We have processed a refund for the 10% off discount as of 11/1/2022. The refund may takes 24 to 48 hours and it may take up to 7-10 business days for you to see the funds credited back to you from your credit card company.
  
  Please be advised that this case will automatically close within 2 days of inactivity.
  
  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.
  
  
  
  Thank you for choosing NETGEAR.
  
  
  
  Sincerely,
  
  
  ******** **
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 8, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have yet to receive a phone call from anyone. An executive needs to contact me.
  
  
  Business Response /* (4000, 10, 2022/11/11) */
  Dear Mr. ******,
  
  
  Good day!
  
  We apologize for the inconvenience. Please be advised that our executives will not be able to contact you. However, you may file a formal complaint regarding with what you have experienced to ***************************** Our higher management will surely see your complaint from the email address I provided.
  
  Please be informed also that your concern has been reviewed carefully by our higher management.
  
  
  We appreciate your time and patience.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/26/2022

  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 ***** from ******** in April 2021. The unit bricked after 6 months of use, and after a difficult and exhausting process of getting a RMA, paying for expedited shipping (which was never fulfilled), my replacement unit died 12 months later with the same issue. Netgears site wont accept an RMA request nor am I able to get support. Netgear suggested to read their support forum which show dozens of people with the same issue. This is clearly an issue with design or manufacturing that the conpany will not acknowledge. Since I cannot open a case, netgear has left me with a $500 modem/router that significantly outweighs the cost of competitors and ISP and has a known quality issue. I am requesting that Netgear refund my money or approve and in store exchange.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Dear Mr. ******
  
  Good day!
  
  My name is ******** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence you have submitted a complaint regarding the product refund/ replacement request for the 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 will review and complete the investigation about your concern so we could provide a resolution about this.
  
  
  We appreciate your time and patience.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Business Response /* (-10, 7, 2022/11/04) */
  Dear Mr. ******
  
  Good day!
  
  I am contacting you today in regards to your ***** replacement request.
  
  We will need the proof of purchase for validation and the photo of the device showing the serial number.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ******** **
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Business Response /* (-10, 8, 2022/11/07) */
  Dear Mr. ******,
  
  
  We are writing you today to inquire about your open support case. Our records show that this has been inactive for a few days.
  
  
  Please be advised that this case will automatically close after 5 days of inactivity. However, if you still need our help, kindly update your case online at ******************************
  
  
  Additional support information can also be found on our Knowledge Base located at ***************************
  
  
  Thank you for choosing NETGEAR.
  
  
  
  Sincerely,
  
  
  
  ***********
  Customer Care Advocate
  NETGEAR Support