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:09/30/2022

  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.

  NETGEAR is obligated under the terms of the warranty agreement to provide a "next business day" (NBD) replacement for contracted customers. I have a faulty switch, which I contacted netgear support regarding. After performing the troubleshooting, we determined it was a hardware failure and needed replacement. During the RMA phase, I chose the NBD option, and was in fact told to do so by the NETGEAR representative I spoke with.
  
  I was then put into some kind of "RMA Review"- where I was asked to provide a proof of purchase and photos of the switch showing the serial number. I quickly did this and sent them more than what they asked for. They then ceased communication with me entirely- I could get no response from support. Eventually I called in and spoke to a representative who told me she would process the RMA immediately and call me back with the details. That never happened.
  
  Instead, my RMA was cancelled and a new RMA created- one using "standard swap"- where I have to pay an ungodly amount of money to ship this massive switch to NETGEAR, prior to receiving a replacement. This is a direct contradiction of the terms of the warranty that came along with this switch, and moreover demonstrates a lack of concern for their business customers they claim to support.
  
  I am requesting a NBD replacement, as described by the NETGEAR Prosafe warranty for this switch. Attached here are yet again, a proof of purchase, and photos of the switch showing the serial number.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Dear Mr. *******,
  
  My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding replacement. 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 complaint and found that your RMA number ******* was refused due to a system restriction. However, we may still process a replacement for you through an alternate approach, which is standard swap exchange; in fact, we have already provided a return label for you to send the faulty unit to NETGEAR.
  
  Swap Exchange:
  
  This option allows you to return the defective unit to the RMA fulfillment center. As soon as the fulfillment center receives the defective product, a replacement unit is shipped out in one business day via ground services.
  
  For more warranty information, please click the link below:
  **************************************************
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/30/2022

  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 was given a brand new Netgear Meural Canvas II (MC321HW) as a birthday present. It was defective and wouldn't start up when turned on. After back and forth troubleshooting with support, I was given an RMA to return it for an exchange, but I had to pay for the postage. Because I needed to have tracking and insurance, it cost me $55 to return a product that was sold in a defective condition. I think that Netgear should have provided a prepaid mailing label to return the product, since it shouldn't have been sold in that condition in the first place.
  
  I am seeking a refund of the shipping cost of $55.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/10) */
  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 regret that we are unable to process a shipping fee refund because the customer is generally responsible for the shipping fee to return the equipment to NETGEAR.
  
  Swap Exchange:
  
  This option allows you to return the defective unit to the RMA fulfillment center. As soon as the fulfillment center receives the defective product, a replacement unit is shipped out in one business day via ground services.
  
  For more warranty information, please click the link below:
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/10/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is their generic answer - "the customer is generally responsible..." because it is their policy. I believe their policy is wrong. It's a bad business decision that should be changed and it is changeable. They create multiples more illwill through this penny-pinching return policy than the goodwill they spend a great deal of money attempting to create in the first place. A customer who has been sold a brand new product that is defective from new has been sold a product that is not fit for purpose. It should not be the customer's financial responsibility to obtain a brand new working unit that they were entitled to in the first place. If Netgear does not refund the shipping costs I incurred, I will pursue the matter through the Small Claims Court. It will end up costing them a lot more than the $55 I believe I am entitled to.
  
  
  Business Response /* (4000, 9, 2022/10/19) */
  Dear ***********,
  
  Please be advised that we have a warranty replacement policy:
  
  Warranty replacement procedure no. 5:
  
  Send the product to the RMA fulfillment address given by customer support. Clearly write your RMA number on the outside of the package you are returning. Customers are responsible for the freight charges to NETGEAR. We suggest using a carrier that provides tracking information. NETGEAR is not responsible for packages lost in transit to NETGEAR. The replacement product is shipped by ground with shipping charges prepaid. Expedited shipping is available at extra cost.
  
  For more warranty information, please click the link below:
  
  https://kb.netgear.com/1113/Warranty-Return-Policy
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/29/2022

  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.

  I purchased a Netgear Modem Router from Bestbuy just recently and called Netgear to help me set it up plus I purchased a pro protect plan from them that covers the equipment for two years. This plan also has unlimited tech support. Well, I had issues with the equipment ever since I installed it so I called and spoke to tech support to explain my problem so the person that was helping me didn't even seem interested in helping me based on her attitude so she had me do a reset and a couple other things and it didn't work so I returned this modem router to Best Buy. I called NetGear back to explain I returned the equipment so I wanted to get my ProTech plan refund back since I don't own the equipment anymore and they said they would refund me. Well, 3 weeks later still no refund and I've called them several times and always get the run around because they always say it's being reviewed for management approval. I just decided to dispute this transaction with my bank. Never again will I ever purchase their products!
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Dear *************
  
  My name is John. I am a Customer Care Advocate of NETGEAR, Inc. 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 informed that your refund request is currently being processed. I'll notify you within 3-5 business days and provide an update once the refund has been processed.
  
  Your case number is**********
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Thank you for your understanding and have a great day!
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded my money and I'm satisfied with their response
  
  Thank you again!

• Initial Complaint

  Date:09/29/2022

  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 followed all Netgear recommendation and it kept putting me in circles. and there is NO SUPPORT !!! i purchased ARMOR and no support there !! SCAMMMMMMMMMMMM!
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Dear **. ********,
  
  I hope you are well.
  
  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'll be more than happy to assist you with your problems. Please let us know about any problems you are having with your Armor Security.
  
  Your case number ********.
  
  I look forward to your response.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/27/2022

  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.

  Sep. 2021 I had to process an Orbi Modem exchange because my original one was faulty. After receiving the new modem, I submitted a request to transfer my existing Netgear Parental Controls subscription to my new modem. Customer support stated that they transferred it but in the process I was charged again for a new subscription (presumably still linked to the old modem). I contacted customer support for a refund of that new charge but never received a response and ultimately had to file a dispute through my credit card. One year later, Sep. 20, 2022 Netgear charged me $77.20 for auto-renewing the second/duplicate subscription that they had enrolled me in erroneously when transferring my original subscription. Their system provides no way for me to manage, access, or cancel that subscription as it is tied to my previous modem which I no longer possess. I have contacted their customer support via email immediately after the charge occurred and have since sent two follow up emails. I have not received any response from Netgear. My email conversations about the refund request in 2021 and in 2022 are attached. I seek a refund for the subscription renewal charge and ask that Netgear cancels any auto-renewal charges for that subscription moving forward.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/05) */
  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.
  
  I'm writing to inform you that your refund request is currently being processed. I'll notify you within 3-5 business days and provide an update once the refund has been processed.
  
  Your case number is ********.
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a netgear ************** router modem with advanced security as advertised that it had parental control features, along with, keyword and domain website blocking features. ***************************************************** i have not been able to use them because they do not work as advertised. Specifically in the website blocking feature, you are not able to block using domain keywords or domain website addresses because if the domain has a secure website, netgear does not block it. Nearly all websites online are https (secure) websites. hence this service or advertised service does not work.
  I spoke with a rep 3 separate times about this issue and several other issues I had and was brushed off. They claimed it did work correctly to block HTTP websites. however that was not what was advertised. the advertisement was to have keyword or domain website blocking, it did not specify whether the website would be secure or unsecured.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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.
  
  For more information about NETGEAR warranty policy, please visit link below:
  http://***************************************************************
  
  NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days.
  
  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.
  
  We look forward to your response.
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Netgear, you clearly did not even read the complaint I have about your product. It absolutely had nothing with it being defective or in or out of warranty. It had everything to do with advertising or marketing a product that does not do what is advertised or marketed, henceforth false advertisement. Clearly the product you are selling does not do what you advertised it will do. This has nothing to do with its being defective or not.
  
  
  Business Response /* (4000, 9, 2022/10/09) */
  Dear ***********,
  
  We need to validate that with our L3 Technical Support team. Based on my investigation, you purchased your product on 6/19/2021 and are now complaining about false advertising.
  
  Your case number *********
  
  Please visit*************** account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/26/2022

  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.

  Last year I purchased an ***** internet router ************* for me home. Recently this product has not been able to hold a proper internet connect. Dropping internet 2-3 times an hour. Netgear support is requiring payment to even open a support ticket to try and get help from a technician or specialist. This router has apparently had issues for years with this exact same issue, the company has clearly been negligent in fixing the problem while continuing to profit from sales of a known, defective product.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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.
  
  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.
  
  I couldn't find your NETGEAR account using your email or phone number. Please provide the email address associated with your NETGEAR device or send an email to*****************************
  
  I look forward to your response.
  
  Please visit ************** account, under the support tab then click on cases.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/10/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My issue is that this router shouldn't have been sold in the first place. A quick ****** of the issues I'm facing bring up articles from 2015 on the Netgear forums stating that multiple people have had issues with this router and their complaints have been ignored by the Netgear support and the company as a whole. 6 years later this company has negligently continued to sell a product they have known is faulty. I will not accept a response from their support system because they clearly are not to be trusted to provide adequate help with my issue.
  
  
  Business Response /* (4000, 9, 2022/10/16) */
  Dear Mr. ********,
  
  I'm sorry to hear you're experiencing issues with your NETGEAR. Before releasing the product, NETGEAR is checking that all of the units are operational.
  
  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.
  
  We have Technical experts are available 24/7, and reachable at the following numbers: ***************************
  
  For more warranty, please click the link below:
  
  **************************************************
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/26/2022

  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.

  Let me start off by saying I am not the type of consumer who normally would take this route. I would much prefer to resolve these matters in a different way but after the borderline lack of ownership I'm left with no choice. I purchased a NETGEAR - Nighthawk R7000 AC1900 WiFi Router - Black in April of 2021 and in the past few days it has stopped working. First it started dropping connection and then as of a few hours ago I was told by Netgear technicians (Case ********* that "it has probably lost it's IP address" and "needs to be worked on" however there will be a cost because I'm past the 90 day "courtesy support" period. I paid $171 for this product and I expect it to work - especially since we did nothing, and I mean nothing, for this to happen. Sadly, this is NOT the first time this happens with a Netgear router. The sole purpose I purchased this Nighthawk R7000 was because the prior Netgear router I had also gave about after 1 and a half years too. Enough is enough. I refuse to pay for a third router because of a defect that's outside of my control. Are you not confident in the products you make to provide a better warranty/support? Extremely disappointed.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Dear ************,
  
  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.
  
  I have personally taken the time to review your account and I noticed that your Nighthawk AC1900 Smart WiFi Router(R7000) is already expired for any warranty. We are more than happy to work with you in addressing your issue.
  
  The following link details product warranty information:
  
  ***************************************************************************************
  According to our warranty policy:
  
  **********************************************************************
  
  If you still want to continue to work with our 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.
  
  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.

• Initial Complaint

  Date:09/25/2022

  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 ********* network on 7/20/2022 item NETGEAR - ************************************************* September 22, 2022 the **** router failed. I am within my 90 day warranty. The satellites were working normal with no signal. **** router was trouble shoot at home and on 9/25/2022 45min were spent on the phone with netgear. They will not replace or fix my device because I cannot connect the **** to my ** laptop, it has no********* port. **** customer service agent refused to help me further and told me I have no resolutions till I get a computer with an********* cable. They refused to conmect me to a manager. This is unacceptable and damaging. I spent $600 on a home router system and received no customer service or solutions when the Router failed completely. **** should have sent me a new router and accepted the damaged one return via mail. **** should know and create products that are repairable and troubleshooting calable regardless of********* port; most devices are sold today ************* and its not uncommon for a household to have ipads, thin laptops and cellphones instead of desktops. There is no warning on any literature or device packaging that states "no replacement or repairs will be done if you dont have a********** port." **** is out of line and devious with marketing at best and violating consumer rights at worst. I need an outside company to help me hold Netgear to consumer standards/rights. Neither customer service agent sent me follow up emails or properly recorded my issues. I am greatly concerned that this company has ripped me off for $600.
  

  Business Response

  Date: 10/19/2022

  Consumer Response /* (-5, 5, 2022/10/03) */
  ***Document Attached***
  
  
  Business Response /* (1000, 6, 2022/10/03) */
  Dear Ms. ********,
  
  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 customer support created an RMA ******************* with a delivery date of Tuesday, October 4, 2022, before 16:30.
  
  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:09/24/2022

  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 wifi mesh extender ***************************************************** on 6/5/22 and registered on 6/6/22. The unit has corrupted itself and won't connect to any wifi router as expected. This was noticed on 9/24/22. I called support and they would not stand behind the fairly new unit with then requesting charges of 80.00 for tech support. I feel the netgear company needs to stand behind a working system and if I only receive 3 working months from a product I would not have purchased this product st a premium cost.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/30) */
  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 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 09/03/2022. This was the reason why our support expert trying to offer you the support contract. Please be advised that we will still provide a one-time courtesy to check further your device with the help of our support expert.
  
  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.
  
  
  Business Response /* (-10, 6, 2022/10/03) */
  Dear Mr. *****,
  
  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: ********************************************
  
  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 *******************************
  
  
  Thank you for choosing NETGEAR.
  
  
  Sincerely,
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.