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:09/19/2022

  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 Nighthawk AC1900 Router with DOCSIS 3.0 Cable Modem from Best Buy on July 23, 2021. I recently found I need to use the Internet restriction feature on this modem/router. After several attempts to set up this restriction, I discovered this feature does not work. It is a frequently complained about feature failure on the Netgear online forums. My complaint is this was one of the reasons why I purchased this particular modem/router, to have the ability to restrict or shut off the Internet during specific hours. The purchase price was $182.53 with tax ($169.99 without). I am requesting Netgear replace the faulty device with one that works as advertised, or, issue a credit in the amount of $169.99 so that I may purchase a new device.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Dear ***********,
  
  I hope you are well
  
  Mr.********* let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty.
  
  I have personally taken the time to review your account and I noticed that your Nighthawk - AC1900 WiFi Cable Modem Router(C7000v2) 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.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (2000, 7, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company promised full customer service and delivered. They kept my incident ticket open until I was completely satisfied with the fix, with excellent follow-up and follow-through.

• Initial Complaint

  Date:09/16/2022

  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.

  I payed for a one year subscription to netgear parental controls which was due to auto-renew 1/13/23 and almost a month ago my service was canceled and I have emailed and called and gotten no help at all. The last communication I got from them was to update my payment method, for what?!?! I payed for a full year!
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Dear **********,
  
  Hoping this email finds you 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.
  
  Please be advised that we attempted to collect payment on your account, however the payment was rejected, resulting in the cancellation of your contract.
  
  If you are still interested in our Smart Parental Control contract, we strongly advise you to sign a new contract.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I submitted proof my subscription did not renew until 1-13-22. Why are you trying to withdraw money 4 months early? Also, why has my subscription not been reinstated? Did you even look into this at all...? This is why I filed this complaint, netgear support is A COMPLETE JOKE. REINSTATE OR REIMBURSE.
  
  
  Business Response /* (4000, 9, 2022/09/28) */
  Dear **********,
  
  Please be advised that we are unable to provide a refund because you have not made any payments on your account.
  
  Please contact your bank to confirm it.
  
  Thank you for your understanding.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/15/2022

  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.

  August 29/22
  Returned defective NetGear satellite through ****** Post for exchange.
  
  September 02/22
  Received delivery conformation to NetGear from ****** Post.
  
  September 07/22
  Received email from NetGear asking me to contact support as they would be closing case within 5 days. Contacted support and was advised I would receive
  new satellite by September 8th or 9th.
  
  September 10/22
  Contacted support and was advised they had not received conformation from warehouse that my satellite had been received.
  
  September 12th through 17, 2022
  
  Spoke with 6 different customer service representatives and was put on hold several different times, it was clear that they did not know what was going on nor did they seem to care. I asked to speak with supervisor and was told they were too busy but would call me within 24 hours. They never did.
  
  Worst customer service I have ever dealt with.
  
  ********** ***************
  
  NetGear Case #*********
  ***********
  ****** Post Delivery Number ****************
  

  Business Response

  Date: 09/29/2022

  Consumer Response /* (-5, 5, 2022/09/18) */
  ***Document Attached***
  ****** Post Tracking number **************** for return ********************* Add-on Satellite (******)
  S/N *************
  
  
  Business Response /* (1000, 6, 2022/09/20) */
  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.
  
  Please be advised that we are currently working on RMA number ******** ********************* Add-on Satellite replacement (******). We will ship out the unit once the replacement is ready.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 8, 2022/09/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received replacement satellite.

• Initial Complaint

  Date:09/13/2022

  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 Orbi router model RBR850 about 9 months ago, The total cost for this router with shipping was $968.00. In the last few weeks, I have been getting extremely low upload and download speeds. My internet provider came out and said it was the router. In the last week I have spent over 20 hours on the phone with Orbi support being routed from person to person with no resolution. They had me perform countless tests on my router and they still could not get the speeds up. At some point the finally told me that "level 2" support would call me and process a return router for me because we have exhausted all of the phone support available.
  
  Level 2 never called me back, so I had to sit through another 20 hours of customer support going through all of the same tests. Then a different person told me that I needed to buy all new cables. So I went out and purchased $100 of Cat-6 cables and replaces everything going in and out of the router. That did not work. I decided on my own to purchase a new router to test the upload and download speeds and the new router works fine. It is 100% the router that is not working correctly. I have spent almost a work week on the phone talking to Orbi support with absolutely no resolution.
  
  This is a very expensive router, and for it to not work at 100% capacity after only 9 months of use is not fair. My case number is*********. I would appreciate if someone would finally look into my case and issue a replacement router. I do not want my money back, I just want a working router.
  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Dear **************,
  
  My name is John. I am a Customer Care Advocate of 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.
  
  I noticed that one of our technical support team initiated a replacement for your ************* using RMA number********.
  
  If you have any questions or concerns, please let us know.
  
  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:09/12/2022

  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.

  In may of 2022 I purchased *********** from netgear. September 3 it stopped working. It still has a hard drive warranty, but the support warranty expired. In order to even talk to someone I had to purchase a new support warranty for 80.$, which I did. I talked to 5 different agents for 3 days. All saying they'd call back, and never would. I called today still not getting anywhere. They said they'd call back, and haven't. I'm very frustrated. I'm still paying on a product that doesn't work
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Dear Ms. *****r,
  
  I hope you are well. My name is******* from the NETGEAR Customer Care Team. I understand that from your recent correspondence that you have submitted a complaint regarding your NETGEAR ********* System issue and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  Ms. ******* let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  I spent some time reviewing your account and found that you had a previous conversation with one of our support agents yesterday regarding open support issue number ********. Your replacement request for RMA ******* (Return Merchandise Authorization) is currently exported and getting ready to be shipped. Please be prepared for a separate email with the tracking information.
  
  Should you have any questions or if you still need technical assistance, please let me know or you can respond to your open support case number.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  *********
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:09/08/2022

  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 received a Verizon 5 g modem from Verizon, needed a Wi-Fi extender for my house, I called netgear which I have used in the past with an account with other routers and Wi-Fi extenders, which are different then the new router which requires new updated version, I called net-gear after receiving my Verizon 5 G modem, gave net gear the information, and was recommended getting a v6400 at net-gear request, also purchased tech support for that Wi-Fi extender. Less then 1 year later not working, netgear tried to get it to work, then after 3 hours of wasting my time, netgear said it wasn't compatible???? Huh??? It worked for a year, never changed anything, can't return the Wi-Fi extender I paid $159 for , then netgear recommended I purchased another extender, there recommendation which one to get, another $180 and I paid for tech support till 2023 and they will not give me credit for the wrong Wi-Fi extender they told me to buy, then I recently purchased one today, received it and when I ask tech support, they said it would cover 3 months on the new one, but I would have to purchase additional tech support for each device ???? What a scam
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/09) */
  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.
  
  I reviewed your account and noticed that your GearHead USA - Networking Support for Home Products, 3 Months 1/28/2021 and contract expiration date 4/28/2021.
  
  *********** purchases of new products, services and, memberships can be returned within 30 days.
  
  For more information about NETGEAR warranty policy, please visit link below:
  **********************************************************************
  
  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, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You are wrong, I paid for extended warranty, which is valid to 2023, the problem is Netgear recommended the Wi-Fi extender, and is not compatible with my Verizon Fios , this extender worked until recently, when Netgear tried to get extender to work, was unsuccessful, then I called 6 times, asking for a supervisor, never called me back, it's already been a week and still my wife extender not working, and no return phone call, the practices from Netgear and not taking me seriously about my issue, I paid for coverage and it's breach of warranty, this isn't right you guys are just passing me along and following through with my extender warranty
  
  
  Business Response /* (4000, 9, 2022/09/13) */
  Dear ************
  
  We sincerely apologize for any inconvenience this has caused you.
  
  If your unit is faulty, NETGEAR will gladly send you a replacement.
  
  I noticed you are still working with our technical support team on case *********
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (4200, 11, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nobody has gotten back to me, no one has help me, I never purchase anything from Netgear again, you guys never help me with my problem, I paid for membership coverage until 2023 and now I own a non usable Wi-Fi extender that can be used as a paper weight, I going to do everything in my power and contact consumer protection, in reference to my experience, and no one has got in touch with me ever!!!!! Don't even know why you responded to me here, because nobody still has contacted me and help me, refunded or replacement, I will let this go until my problem is resolved!!!
  
  
  Business Response /* (4000, 13, 2022/09/19) */
  Dear ************
  
  We sincerely apologize for any inconvenience this has caused you.
  
  Please be informed that I have created an RMA for your replacement device. Please complete the transaction I sent you so that we can process your replacement unit.
  
  Here is your RMA number: *******
  
  You may also check the shipment status of your RMA at this link; https:******************************
  
  If you have any questions or concern, please let us know.
  
  Best Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (4200, 15, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Netgear want to replace my A1900 v6400 extender, the problem is this extender is not compatible with my router, Netgear is the one who suggested this extender, unfortunately it is not compatible for my Fios router, sending me a replacement with the same one, will not solve my problem
  
  
  Business Response /* (4000, 17, 2022/09/27) */
  Dear ************
  
  I will go through all your cases to see who suggested the incorrect NETGEAR product.I will also look into potential replacements for your NETGEAR device.
  
  You can respond to Case No.**********
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/07/2022

  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 cable modem from Netgear and registered the product with them and exactly one year to the date my modem no longer works and the company will not help me this piece of equipment was over $500 and I feel that they should do something. There were so many people having the same issue with *************************** that the company admitted that there was an issue and they're not helping anyone all I ask is either they replace their piece of equipment or at least give me some kind of credit so I can purchase another. I have had many cable modems in my past and none of them have ever broken in one year and at no fault of my own it's simply just stopped working which tells me it's faulty equipment. my case number they assigned me was ********. Here is a link that shows you my and others issue.
  Here is link
  *********************************************************************************************
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Dear Mr. ******,
  
  This is to acknowledge the response that you sent us.
  
  Mr. ****** , let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty.
  
  I have personally taken the time to review your account and I noticed that your 8-stream ********************** 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.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are well aware of their faulty equipment by hundreds of other complaints and will not do anything to fix it I paid $500 for this router which is really expensive and it only last me one year I've had other routers in the past and I've had them for more than one year, three or four to be exact, this is faulty equipment no doubt about it and I am not going to except anything less than a replacement or for them to repair it and I'll pay for the shipping .
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  Dear Mr. ******,
  
  Please be advised that I have created an RMA for your replacement unit. Please complete the transaction that I emailed you so that we may ship the unit.
  
  You may also check the shipment status of your RMA at this link; ************************************
  
  RMA number********.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 11, 2022/09/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have packed the router up and I'm sending it it back using the RMA. It will go out Sat the 17th Sept. with tracking. Once I receive my working router. I will be satisfied.

• Initial Complaint

  Date:09/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Netgear Orbi routers and very quickly ran into issues where one of the units kept disconnecting devices connecting to it. This was a common issue with the model I had purchased, with many other customers describing the same issue online. I brought this up with their technical support, and engaged with them in good faith to try to identify and debug the issue. This included running debug software on the routers, and reporting when disconnections happened. This went on for *6-months*! During this time, they'd ask me to update to new firmwares but the problem was never resolved. I continued in good faith during this time, even though no progress was being made. Eventually, technical support at Netgear suggested that it likely a widespread firmware issue, and replacing the hardware with the same model is unlikely to resolve the issue (I'm attaching logs to prove this)
  
  At this point, I asked for Netgear to replace my system with an equivalent but different model, since it seemed clear that Netgear was not going to fix the firmware issue, despite the problem making it hard to get work done. They passed me to another support person, who told me that they don't replace with different models. And that as a next step, I should work with technical support.... The same people I'd been engaging with for 6 months with no results. I tried to tell them that I'd already worked taken all the steps they'd suggested, but they ignored me and continued to repeat the same argument -- I need to work with technical support. They clearly did not read through my case notes, nor did they make any sort of accommodation for my situation. They wanted me to keep using broken routers, despite the fact that I paid for routers that were supposed to work!
  
  This was the worst customer service experience I've ever had. It was clear that Netgear didn't care about fixing my problem. And was still actively selling a product with deep technical flaws.
  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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 your case has been forwarded to our technical support team for assistance.
  
  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,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Netgear connected me with the same level of support that I had been working with before, who weren't able to make progress over 6 months. This approach didn't lead to a solution before, and it won't now. This isn't an honest attempt at a solution by Netgear.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  Dear**********,
  
  Please be advised that although I may arrange for a replacement device, there is no guarantee that your problems will be resolved.
  
  Please confirm so that I may replace your***********0 WiFi 6 High-Performance Router (********)
  
  Thank you.
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (4200, 11, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It had been shared to me previously that replacing the devices is not likely to fix the issue. I would like to hear from Netgear what is LIKELY to fix the issue. This is already such a big draw on time, when I thought I was purchasing a product that would work. I would like a product that works.
  
  
  Business Response /* (4000, 13, 2022/09/15) */
  Dear**********,
  
  We would gladly handle a replacement for your entire equipment. Please provide the serial numbers for your two satellites.
  
  I look forward to your response.
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/04/2022

  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 purchased a router from Netgear on 11/26/21. The router was giving me problems at set up - it would not validate. I called Netgear for support. Agent began the set up assist but by the time I got support my time to do this was over. I advised their agent the same - told him that I had to go. Agent offered to finish setting up the profile and confirmed my Netgear username and password. He evidently fat-fingered something because I cannot log into routerlogin to view nor can I set up the app. I called Netgear to get this resovled. They refused to help because I was "over the 90 day support period" despite the fact that it was THEIR agent who created the problem. Password reset isn't working because of the security question information that their agent set up. He should have just asked me to call back. I have connectivity problems with this piece of garbage and now must restart it every week to stay connected to my internet. I cannot log into the router to verify anything, run diagnostics or anything simply because NETGEAR's outsourced hideous call center agents don't have the ability to comprehend the circumstances. They only look at a date of purchase. If Netgear wants to save money hiring outsourced overseas agents their EBITA will suffer in the long run because customers DO give feedback about a failing service team all over social media and word gets around. I called simply asking for assistance restoring my access to the web and/or the app to run diagnostics myself which will determine if I need to return this to BestBuy or not. They are refusing to assist with this BASIC request and as such I am asking the BBB to intervene. I shouldn't have to take ownership of their agent's failure to properly manage a call from a customer to set up the router in their customer portal. I feel the credentials were added incorrectly giving me NO access. I need this fixed, replaced or refunded.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Dear ********,
  
  Hoping this email finds you 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.
  
  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)
  
  I will also send an email to our Senior Technical Support team for assistance regarding Username and password issues and replacement device if needed.
  
  In regards with product refund, NETGEAR itself does not give refunds or offer product upgrades. Refunds come from the place of purchase only.
  
  Thank you for your understanding.
  
  Regards,
  
  **** ********.
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (2000, 7, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Hello ****,
  
  Thank you for your response. It seems that I responded to your email in advance of the response received from the BBB.
  
  * Preferred Contact number: (*************
  * Date: 09/10/2022
  * Best time frame (please include Time Zone): 11am PST
  
  I will be finishing up 2 appointments prior to your call - if I do not immediately answer, please retry in 5 minutes time.
  
  I look forward to getting this resolved.
  
  Sincerely,
  **********************************************
  
  Consumer Response /* (3000, 12, 2022/09/10) */
  AS EXPECTED - NO FOLLOW UP FROM THIS RIDICULOUS CALL CENTER. I WANT THIS CASE REOPENED
  
  
  Business Response /* (4000, 14, 2022/09/12) */
  Dear **. ****,
  
  We sincerely apologize for any inconvenience this has caused you.
  
  On 09/10/2022, our Technical Support Team contacted you. Please be advised that NETGEAR Inc. is able to replace products found to be defective with the same model if within warranty.
  
  You requested that the callback be rescheduled by September 17th, Saturday 12:00 PM Pacific Time (Sept 18th Sunday, 3:00 AM)
  
  Regards,
  
  **** ********.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:09/03/2022

  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 very long time (20+ years) customer of Netgear and have purchased multiple (3+) Nighthawk AC1900 WiFi Cable Modem Routers. Recently, when my last AC1900 stopped providing 5G WiFi service, I purchased a Nighthawk AX6 Cable modem Router model # CAX30S, serial # ************* FOR $350.00 on June, 19 2022 from ********. It took me several weeks to coordinate with ******* the removal of my old Netgear Cable modem and configure the new CAS30S.
  
  We immediately started having WiFi problems with the CAX30S constantly dropping/restoring WiFi service. We contacted Netgear and after TEMPORARILY restoring our WiFi, agreed to pay $39.99/month for Pro-Support and we were given a "dedicated phone number" to call when we have problems.
  
  We have continued to experience our WiFi service constantly dropping in and out and for the last 2+ weeks when we call the "dedicated pro-support customer support number" all we get is a automated answering system telling us they will return our call in 24 hours. WE HAVE YET TO RECEIVE A SINGLE RETURN PHONE CALL FROM THE PRO-SUPPORT TEAM THAT WE ARE PAYING $39.99/MONTH FOR!
  
  NOTE: The "Desired Resolution" below does not let me indicate what I am asking for:
  RECALL - the Netgear on-line community is indicating that what we are experiencing is wide-spread and pervasive
  REPLACEMENT - we need our CAX30S replaced with an updated version w/o these issues.
  REFUND - of the $39.99/month fee I am paying for the Pro-Support that is not returning our calls for support
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Dear ************,
  
  Hoping this email finds you 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.
  
  Please be advised that your case has been submitted to our Senior Technical Support Team for help.
  
  Please provide the following information for me to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  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, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/09/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not accept their response until I receive a FULL refund for my monthly "Pro-Support Fees" that I paid for and did not received because they NEVER returned our MULTIPLE customer support phone calls.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  Dear*************,
  
  Our Technical Support Team contacted you today, and the issues with case number ******** have been resolved.
  
  Please visit*************** account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support