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:10/20/2022

  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 the Net gear ****************** Wifi Extender while I lived in an apartment. I have just moved and contacted Net gear for technical support in reconnecting it. I ended up speaking with a Chat agent ****** who had an overseas agent named "**************," not ********, call me. He gave me the website. "***********, a or ************," which gave me "No internet connection," pages despite me having ************************* going. He kept asking me, "why are you confused? It's a simple site, why are you having difficulty?" Mind you, I am well educated, *************************************************************************************** who is being spoken to like I'm a "dummy." I gave him remote access******************** app I already had on my computer, he got in, and instantly got the site up, then started scolding me. "Why did you have so much difficulty? Why do you have so many windows open?" I asked for a supervisor, he said he is one. I asked for another supervisor, he said, "Do you want help or not?" I said I'd like to speak to another supervisor, he said, "You'll never get it," repeatedly. I went back to the chat agent who said she'd have another agent call me which never happened and she stopped responding. I downloaded the Net Gear app, found a phone #, called, and reached an overseas agent who said I can't get technical assistance without paying at least $89.99 for a warranty.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Dear Mr./Ms. ****,
  
  I hope you are well. My name is ****** of NETGEAR Customer Care Team. I'm contacting you today in response to the submitted a complaint regarding the NETGEAR products and the service you received when you contacted support and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that you don't have records or account with us. 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: ***********************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/19/2022

  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 purchased a *************** adapter set on August 16th 2021. Around July 2022 one of them stopped working which means they both stop working. I knew I had a manufacture warranty if there was ever a hardware failure, which there was. I proceeded to file a claim. 3 different times, and never received a replacement. First time my case was closed manually. The second time I called and was told there was no replacements in stock for me at the time. Next day the case was closed. The last time I called, it was August 18th 2022, past my one year warranty. I told the lady on the phone how this is my 3rd time placing a claim and she then proceeded to tell me that because it was passed my warranty that there was nothing I can do. And closed my case. Why are you advertising a warranty that has zero value. And I'm sadly not the only one as they have only continued this malpractice as proven by other reviews on every site that sells their products. How.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Dear Mr. *******,
  
  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 attempted to locate your account in order to investigate further what happened in your case. Unfortunately, I cannot locate your account in our system.
  
  I need the email address that is associated with your NETGEAR device.
  
  I look forward to your response.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/16/2022

  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.

  I bought a router from Best Buy and I have been having problems with this Netgear equipment every since about two months after I bought it I have talked to a representative every day since then or at least every other day since then not only have they cause problems with my other products in my home but they failed to fix the product Problem that I had with the first item I cannot still connect to the Internet they have disconnected all of my cameras my plugs and everything and still have failed to fix it I also pay for an additional warranty for them to fix anything in my house and they still have failed to do it at This point I would like my money back for the router and I would like my money back for the extended warranty that has been a waste, as they have not fixed anything only made my problems worse.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Dear*************,
  
  My name is John. 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.
  
  As NETGEAR does not sell products directly, returns/refunds are handled directly through the reseller where the product was purchased based on their own store policy.
  
  I noticed in your account that you are now working with our technical support team with case number ********* Please let us know if the problems persist, and we will review your GearHead Support plan refund request.
  
  For more information about NETGEAR warranty policy, please visit link below:
  ***********************************************************************
  Yours in Service,
  
  John *********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same response that they sent me the first time I am not working with anybody in their company but yet they still are saying that I am they knew that the equipment was not working the third time that I called and they still continue to try to troubleshoot without sending me a new one now at this point I just want to refund for both my Netgear and my extended warranty that I bought through them all they did was copy and paste what they say at the first time which was not much because I am not working with anyone right at this moment nor has anyone contacted me
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear*************,
  
  We sincerely apologize for any inconvenience this has caused you.
  
  Please be advised that we are unable to process your product refund. Please return to the store where you bought your device.
  
  For technical problems, I can assist you in arranging a call back request for further troubleshooting.
  
  Thank you for your understanding.
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/13/2022

  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.

  I purchased a Netgear ****** modem from ********** on Oct. 15, 2021. It has two days left on its 1 year "hardware" warranty. This modem has developed a problem with unacceptable noise (SNR) on the downstream side that prevents me from getting anywhere close to the internet speed that I should be getting. This has been exhaustively diagnosed by my internet service provider with both a technician and his supervisor spending nearly three hours in my home. Netgear refused to accept their diagnosis.
  
  I called Netgear's utterly insufferable support phone number and I was told that I could not make a warranty claim unless a Netgear technician troubleshooted my modem first and in order to do that I had to buy an extended customer support warranty as Netgear only offers 90 days of tech support. In short, I can not make a warranty claim unless I pay Netgear to troubleshoot the modem first at a minimum cost of $89.
  
  I have never had to pay any company in order to make a warranty claim. In effect, Netgear's products only have a 90 day product warranty as they will not honor their 1 year "hardware" warranty after the first 90 days unless you buy their extended tech support warranty first. You can not make a warranty claim unless their tech support decides that your unit is defective and they will not determine that unless you pay them MORE money to diagnose it.
  
  Netgear is the most dishonest and disreputable company that I have had the misfortune to deal with. I expect nothing but more doublespeak from them. I will NEVER buy anything from this company again and I will recommend that everyone I know do the same. They are shameless.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/24) */
  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 personally reviewed your account and noticed that our NETGEAR support team attempted to offer you a support contract.
  
  Please allow me 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)
  
  We have senior Technical Support Team, we can provide a one-time grace support to perform troubleshooting steps. They can also help us with the next course of action, by checking your device, debugs, logs and also their findings.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Another *** complaint against Netgear receives a boilerplate response from **** S. of Netgear. His "copy and paste" reply is merely feigned assistance masquerading as customer service.
  
  I do not need further tech support, either freshman or senior level. I need a replacement modem, or preferably a refund, per making a hardware warranty claim.
  
  My internet service provider sent both a supervisor and a technician and they spent nearly three hours checking every inch and every aspect of my internet service. They found that my Netgear******** modem was exhibiting excessive noise spikes on their Signal To Noise ratio graph. They sent me a copy of those results. When using a modem supplied by my internet service provider as a test, all of this noise disappeared. The noise, and the poor connectivity that results from it, only occurs when using my Netgear ******* modem.
  
  The problem has been diagnosed already; what I need is a solution. There is nothing that your senior tech support can tell me to do over the phone that will diagnose this problem more accurately than what has already been done by the supervisor and the technician from my internet service provider; they were in my home for nearly three hours and they determined that the problem is with my Netgear ******* modem.
  
  Even if by some unexpected surprise Netgear decides to replace my ******* modem, or better still refunds my purchase price, I do not ever want to deal with your customer service again. It is the absolute worst that I have ever experienced and I would not want anyone to have to endure it even once. The requirement to purchase an extended tech support warranty in order to submit a simple hardware warranty service claim is flagrantly dishonest and fraudulent. Anyone with a shred of integrity would be ashamed to work for a company like Netgear.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear *************,
  
  I regret to inform you that we are unable to process a product refund. Please return to the store where you bought the unit.
  
  The following link details product warranty information:
  **************************************************************************************
  
  According to our warranty policy:
  ***********************************************************************
  We can give a one-time replacement for (******), however we can't guarantee you'll get a brand new product.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/11/2022

  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 have used ORBI for many years. I decided to upgrade and purchased this ORBI. This ORBI is defective and has not been working properly. I have been dealing with your support which has been failing to resolve the issue. Each time asking me to rest the device which has not resolved the issue.
  This ORBI keeps shutting the network randomly at different times in the day. The satellites at times lose connection with ORBI Router.
  I paid for the premium support but your support team do not know how to troubleshoot or resolve the issue. Each time I called I was on the phone for hours with no resolution.
  Netgear should be ashamed of the level of poor service you are providing. I always used Netgear for my home and business routers. I will never buy another Netgear because of this experience.
  This ORBI is defective. It keeps shutting the network randomly at different times in the day. Satellites at times lose connection with ORBI Router. Your support is not helpful at all. All they make me do is reset the router which does not help.
  Netgear is failing to provide basic support even though we just bought the router for nearly $1,600 a couple of weeks ago, and paid for premium support.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/23) */
  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 noticed you requested for order returns on your account. We would like to offer the assistance of our senior Technical Support team.
  
  Please provide the following information for me to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  I look forward to your response.
  
  Regards,
  
  **** ********.
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I replied to the email below which I received this morning directly from Netgear and provided all my contact information but I never received any reply or calls.
  
  This is a continuation of the inadequate service and poor customer care by Netgear.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear **********,
  
  On 10/26/2022, our Technical Support team contacted you. You stated that you purchased a different model and acknowledged that you no longer required NETGEAR support.
  
  Thank you.
  
  Regards,
  
  **** ********.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/10/2022

  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.

  My $450 cable modem/router combo (***************) bricked after less then a year with no indication anything was wrong. I am still within the hardware warranty period, but Netgear is dragging their feet with responding to my customer support ticket. I, along with many others, find their customer support process absolutely ridiculous, especially considering the money spent. I had no problems whatsoever with my router up until it bricked, so I had high standards set for the company that makes the product. However, this customer service process has been appalling. I bought the router because I work remotely from home, and need a reliable modem and router to do my job. So, in my case time literally is money, and I have been provided no resolution to my case, even after responding to the tech support's initial email with all questions filled out appropriately.
  
  How many more days of work am I going to lose while I wait for a response from the company? This modem/router is notorious for the issue I am having-do a google search and you'll see what I mean. There has to be a more efficient way to troubleshoot customer problems (WITHOUT having to buy a technical service subscription!). I am beyond frustrated. Had I not spent so much on this particular modem and router, I would've thrown the thing in the trash and replaced it by now. But Netgear needs to be held accountable for the products they're selling at such high costs. Buyer beware. It's a great product until one day it just isn't. And then you have hang to go through to get any timely response for a resolution.
  

  Business Response

  Date: 11/04/2022

  Consumer Response /* (-5, 5, 2022/10/19) */
  ***Document Attached***
  Update: I am still waiting for a new unit to ship out, but have been approved for a replacement (see attached email where netgear is acknowledging the defective device). HOWEVER, this is within the one year warranty period of my product, yet netgear is requiring me to PAY for the defective unit to be shipped back to them!! I should not owe a penny!
  
  My terms of satisfaction now include a refund for the cost associated with shipping ($16.90). Because it is not my fault the unit became defective, and I have already spent enough on the unit as it was.
  
  
  Consumer Response /* (-5, 6, 2022/10/19) */
  ***Document Attached***
  
  
  Business Response /* (1000, 7, 2022/10/20) */
  Dear Mr. *****,
  
  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 noticed that one of our Technical Support Team members initiated a replacement for your product (*****). Please proceed to complete the shipping cost transaction for $16.90.
  
  I will arrange a refund for your shipping fee after you return the faulty unit to NETGEAR.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/10/2022

  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.

  We purchased an Orbi CBR750 modem router system for over $500 on July 1, 2022 (this year). We set it up and immediately had issues with the device dropping internet connection every day and requiring a power cycle to get it back up.
  
  My dad called Netgear on the 24th of July as he works and was unable to do it sooner. They ran us though some troubleshooting steps and then blamed it on our ISP (Xfinity) and told us to call them instead. The issue was kind of put on hold here because of time constraints due to his work. I was able to purchase a different modem router and tried it with the same coax cable for Xfinity that the Orbi was using, and the new router had no issues at all. It was 100% NOT an xfinity issue.
  
  I then called Netgear (starting in Sept) and explained that we had already been through all of the troubleshooting steps they previously recommended and it was still not working, as well as the fact that a different router works fine on the cable that the Orbi was messing up with. The agent basically ignored everything I said and made me go through the troubleshooting again and at the end told me to wait 24 hours and call back, at which point he said they would replace it.
  
  I called back in 24 hours and found out that since the original agent had closed the case, that the new guy couldn't access it and had to go through the troubleshooting steps again as well as the wait 24 hours thing.
  We did this 3-4 times and this last time today I just gave up. They are obviously holding me off until the warranty period is over and then they can deny my claim, despite the fact that this issue has been happening SINCE WE PURCHASED THE DEVICE.
  
  This has been 4 months that netgear has been putting us off and we just at this point want a refund for this faulty device. We do not wish to continue working with the company.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Dear **********,
  
  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.
  
  As NETGEAR does not sell products directly, returns/refunds are handled directly through the reseller where the product was purchased based on their own store policy.
  
  For more information about NETGEAR warranty policy, please visit link below:
  http://kb.netgear.com/app/answers/detail/a_id/1113/kw/Refunds/r_id/166
  
  While NETGEAR is unable to provide a refund, we are happy to help troubleshoot the product so that we can work out a way that it will meet your needs.
  
  Technical experts are available 24/7, and reachable at the following numbers: 888-NETGEAR ***************
  
  I apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Yours in Service,
  
  **** *********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have been through all of the troubleshooting your techs wanted us to do, multiple times. I'd like at the very least, if not a refund, a replacement.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Dear **********,
  
  Please provide the email address associated with your NETGEAR device. If the unit is faulty, I will process a replacement.
  
  I look forward to your response.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (4200, 11, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  the email address is *******************.
  
  
  Business Response /* (4000, 13, 2022/11/07) */
  Dear **********,
  
  Thank you for your reply. This is my assessment base on the case number and documentations.
  
  I noticed on case number ******** that our technical support team advised you to contact your Internet service provider because your main problem is intermittent connections.
  
  I can initiate a replacement for your device, however there is no guarantee that your problems will be resolved after we replace the unit.
  
  Thank you for your understanding.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/27\22 was charged $74.00 for netgear ***** after I had asked to have the service canceled. On 9/3022 received an email that my service was canceled on 9/27/22 but I have not received a refund as of 10/3/22. There is no option available either online or via phone, to contact a representative regarding a refund.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Dear Mr.******* ,
  
  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.
  
  We have approved and finalized the request for $74.36 back to your credit card as of 10/9/2022. Please check with your bank to confirm it.
  
  Your case number ********.
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/03/2022

  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.

  Order *******. Due to late arrival part had to return these two weeks ago but as of right now still have not received my refund back
  
  Created case number with CS but received no to very generic response.
  
  Please escalate my refund asap.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Dear ****** ,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I am contacting you in regards to order number *******.
  
  Please be informed that we have approved and finalized the request for $2,129.99 back to your credit card as of 10/12/2022. 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.
  
  Your case number ********.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Thank you.
  
  Regards,
  
  *********** S.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/01/2022

  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 have the r7000, and it's always worked perfectly fine I've owned other Netgear products and have helped many people with installing them, but I have no idea the r7000 doesn't run the way it used to. Everything runs slow, and I have a high-speed Internet provider.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/12) */
  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 noticed in your account that this is your first contact with NETGEAR. For troubleshooting, please contact our support team first.
  
  Technical experts are available 24/7, and reachable at the following numbers: *****************************
  For more warranty information, please click the link below:
  
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi, I just got off the phone with a rep, and she's also unable to help me. Will you please give me a call at************? This is affecting my work as it keeps glitching. Your products aren't cheap, and they shouldn't just go out like mine.
  
  
  Business Response /* (4000, 9, 2022/10/19) */
  Dear ************,
  
  Our senior technical support team will contact you during PST business hours.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  *************.
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (4200, 11, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received any phone calls from netgear.
  
  
  Business Response /* (4000, 13, 2022/11/02) */
  Dear ************,
  
  You spoke with our Technical support representative on 10/17/2022, and they performed a factory reset on your router; however, the issues persist.
  
  We regret that we are unable to process a replacement unit because your hardware warranty has expired.
  
  For more warranty information, please click the link below:
  
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  Thank you for your understanding.
  
  Regards,
  
  *************.
  Customer Care Advocate
  NETGEAR Support