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:08/13/2022

  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 bought a Netgear Orbi system back in April of 2020 for more than $300 and bought another satellite for $270. so in total I have spent more than $550 on the Orbi system. Last week my main router just went dead. It is just over 2 years old. I have received really awful customer support from **********************. My Orbi router went totally dead and would not come up. All the configuration is apparently wiped out. This is a very very common problem that Netgear has been aware of since more than 5 years and has done nothing to fix it. They expect us to buy new routers every 2 years and spend $500!! It's completely unethical and simple daylight robbery. Netgear refuses to do anything about it saying it is out of warranty and I will be sending this to Better Business Bureau as a complaint.I want Netgear to replace my router or fix it. I should not have to pay $500 every 2 years for a problem that is very common and well known!

  Business Response

  Date: 08/16/2022

  Dear ****************,
  
  
  Good day!
  
  
  We understand you are now looking into getting a replacement of your product. We want to advise that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure if the device is still within warranty. However, we recognize that you are not happy with your experience with NETGEAR. What we can do is perform a further review of your request, and we will update you within 1-3 business days.
  
  Meanwhile, I will need your email address associated with your NETGEAR account where your device was registered.
  
  
  Yours in service,
  
  
  ********************
  Customer Care Advocate
  **********************

  Business Response

  Date: 08/17/2022

  Dear ****************,
  
  This is to follow-up as we have not received a response from you from the previous email that was sent. In the event you need further assistance we would like to invite you to update your case online at: **************************************************************************
  
  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
  **********************

  Customer Answer

  Date: 08/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please ask Netgear to contact me directly if they want to assist further. My email is *********************

  Business Response

  Date: 03/18/2023

  Dear ****************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you have submitted a complaint regarding Product Issues and 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.
  
  ****************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that both of your NETGEAR Orbi Router(RBR50) is already expired for support and hardware warranty. We are more than happy to work with you in addressing your issue. As a courtesy we will provide you a one time ***** support to check the product issues. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating the ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:08/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice that my Netgear Armor was going to expire on **********. I paid the annual subscription 7/12/2022 and activated it with the code given which extended my subscription to 7/14/2023. No problems. On 7/15/22 Netgear auto billed me without authorization for a subscription for the same product. I called to get a refund for the second subscription which I received. But they cancelled all subscriptions when I asked for a refund of the second one. I paid for a service which I am not receiving. I have spent at least 10 hours on the phone due to multiple phone calls. Cases were opened when I called but were then closed without resolution. I would like access to the service I paid for + 30 days since I have not had access to it. If that is not possible, I would like a full refund.
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Dear **. ******** ,
  
  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 the Armor Subscription and the service you received when you contacted NETGEAR. 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 you still have one Armor Security -1 year contract left. This contract will end on 8/2/2023 and it is still active. The Armor that we have cancelled and refunded is the contract number ********.
  
  The active Armor Security with contract number ******** was purchased from Bitdefender so we will not also be able to cancel and refund it.
  
  Rest assure you that you still have an active Armor contract on your account. Let me know if you still need our assistance with your Armor contract.
  
  
  Thank you for choosing NETGEAR.
  
  
  Sincerely,
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My account was reactivated yesterday. Unfortunately, it took 3 weeks to resolve the issue.

• Initial Complaint

  Date:08/09/2022

  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.

  Netgear in cooperation it seems with my ISP internet provider have changed the way I access my own router. They've blocked my access to where I can prevent some serious privacy violations. I have had intrusions off the hook via the ISP itself and tried as best as possible to maintain some control over that so my pc would not be intruded upon for instance over night when I leave it on in sleep mode. It is a violation of my constitutional and privacy rights. I need Netgear to return the access to my router/modem combo. It is my own. Not purchased through spectrum my current service provider, and I am entitled to full control of the ADMIN interface where I can create my own password and safeguard my communications and exchanges. Its worked. Someone has been trying to get around the firewall, change my DNS to a ****** DNS which is an open door to a lot of trouble and to some serious hacks and illegal monitoring.
  
  Netgear. I need to get back into my device Admin. The link routerlogin.net which is on my device now takes me all of a sudden to your website, not to my admin. I dont need anything on your website Just need access and control of my device. Thank you
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Dear*********
  
  Hoping this email finds you well!
  
  My name is ****. I am a Customer Care Advocate for NETGEAR Inc. 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 accept full responsibility for any security concerns you may have encountered with your NETGEAR device, as well as any difficulty they may have caused you.
  
  To create a case under your account, I need the right email address linked with your NETGEAR account.
  
  Once we create a support case number, I will transfer your case to our Technical Support Team.
  
  Please visit*************** account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Netgear already has my email address. I never signed up for an account or had the need to register the device. I just need to get access to the admin, which allows for anonymity and for better control on ones' private home network against intrusions. Commercial government random eavesdroppers with no ties to me or adwares etc...
  
  I was wondering why suddenly my route/modem combo is not letting me go to my admin interface at **************** Thats what ive been doing and its been working great until two weeks ago, when Netgear somehow decided to redirect that link which also corresponds to******************* to their netgear website. I dont need support. I have some level of experience with IT, enough to maintain my admin and safeguard it to my liking against prying eyes.
  
  THANK YOU FOR HONORING THAT REQUEST.
  
  
  Business Response /* (4000, 9, 2022/08/19) */
  Dear*********
  
  I hope you are well. My name is ****** from the NETGEAR Customer Care Team. I'm contacting you today on behalf of my colleague **** regarding your open support case#******** and ********.
  
  First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this such kind of issue with the NETGEAR router that you have in possession.
  
  I personally took the time to read over your concern, and I can see that on August 12, 2022, you called our L1 support with case number ******** to ask for assistance with managing the cable modem login through the admin. However, they ask you to sign a support contract even though you did not want to because your support warranty has already expired. We will be pleased to assist you in finding a solution that will match your needs. We will ask our senior L2 support expert to call you and provide you with one-time grace support.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:08/06/2022

  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 an over $200 Netgear Nighthawk Modem/Router approximately a year ago along with a subscription to Netgear Armor protection. The router crashed and no longer operable. The internet provider switched me to ***** modem, a more reliable equipment. I can no longer use the router, therefore the Armor protection is useless. The subscription renewed on June 24th. I cancelled on July 10th. They sent an email on July 20th they were reviewing the cancellation and will let me know in 3 to 5 business days. I've heard nothing. I have been advised it was probably a firmware update that made the equipment obsolete. Buyer beware- stay as far away from Netgear products and security. Otherwise, you might as well be throwing money away in the toilet. Here is Netgear Email:
  
  We're working on your case and have an update to share with you. See the details in the following section.
  
  Case #: ********
  Case Summary: CCT Armor Contract Cancel and Refund Request
  Product: AX2700 DOCSIS 3.1 WiFi Cable Modem Router(CAX30)
  
  Update from NETGEAR
  Dear **. *****,
  
  Good day!
  
  I am ***** of NETGEAR Customer Care Team and this is to acknowledge receipt of your partial refund request concerning Armor Security - 1 Year contract. We apologize for the inconvenience.
  
  Please be advised that this is now being reviewed and the process will takes 3-5 business days. I'll send you a separate email notification once it is completed.
  
  We appreciate your patience and thank you for choosing NETGEAR.
  
  Regards,
  
  *******.
  Customer Care Advocate
  NETGEAR Inc.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Dear **. *****,
  
  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 product with Armor Security - 1 Year subscription and the service you received when you contacted NETGEAR and asked for help. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  I have personally taken the time to review your concern and I can see that your Armor Security - 1 Year with contract number ******** has already been cancelled and the renewal payment has been reimbursed to your account as of yesterday 08/08/2022. The process of the refund takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  Please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  *********
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair 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.

  Purchased: 2020-12-01
  Paid: 500$
  The business committed to provide 1 year limited warranty for hardware, accessories, and power supply. They also committed to support for the first 3 months after purchase.
  
  The nature of the dispute is the business practices and potential fraud found with their Nighthawk AX11000 Tri-Band WiFi Router. I am a software engineer and network admin, I work with hardware and I write software quite alot in my personal time and professionally. About a month ago an issue happened where the WiFi on this router no longer worked. I went to log into the admin console and was directed to a page where I could purchase a new router or their "GearHead" support package. I then ran through diagnostics on the device, running a hard reset and also performing a few firmware resets (Base firmware, and Newest) I noticed I was able to access the console while internet was not plugged into the router from the modem. However, as soon as internet was restored, the router would not let devices connect to the internet and it sent you to a page to purchase a new product.
  
  I called support as to me, this is similar to a ransomware attack. I said, you essentially locked me out of my device. The support ran remote diagnostics and ensured me they must just have a server down. He then proceeded to ask me to buy their "GearHead" package and that today only there is a 20% discount on it. I refused and figured I would wait until their server was back up. Their server never came back up. Also, I found quite a few forum online where others have also lost internet connectivity randomly.
  
  In closing, I have a Netgear Modem, Netgear Switch, and a Netgear Extender on my network. I'm now worried my other Netgear products are going to mysteriously route me to their "Support" page.
  
  Serial#: **************
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Dear ********,
  
  This is to acknowledge the response that you sent us.
  
  ********, 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 Tri-Band AX11000 WiFi Router(RAX200) 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, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Looking at past posts concerning similar issues. It is apparent that this is as far as I will get with this. They take zero accountability, nor do they care about their customers. A quick lookup on their system would show that I was a loyal customer of over 5 devices registered all costing well over 300$ a piece at time of purchase. The fact that this router is known to fail slightly over the year threshold is remarkable. Also the fact that they want to now charge me 30% of the cost of the router to attempt to fix it. Is also a slap to the face. To end my rebuttal, I will also make a last point about the ransomware that they uploaded to my router. The fact that as soon as I gain internet access it reroutes me to their support page to purchase their 150$ support and buying a new router is a sign that this company is no longer who I trust. I will eventually be retiring the rest of my hardware and migrating over to another product.
  
  
  Business Response /* (4000, 9, 2022/08/20) */
  Dear*********,
  
  I hope you are well. My name is ****** from the NETGEAR Customer Care Team. I'm contacting you today on behalf of my colleague ****. First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this such kind of issue with the NETGEAR router that you have in possession.
  
  Additionally, I verified that your NTEGEAR device's warranty had already ended as of December 1, 2021. However, we are pleased to offer a one-time grace period so that we can check the product issue. Please let us know if you would want a Support Expert to get in touch with you.
  
  Thank you for contacting NETGEAR.
  
  Yours in Service,
  
  *********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (2000, 11, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you ******,
  
  I actually really appreciate that. Although I've already moved onto another router. I am willing to spend the time to at least get this one fixed. Please reach out to me from the details within my associated account. I look forward to working with your company to resolve this issue.
  
  -********

• Initial Complaint

  Date:08/02/2022

  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 problem is strictly with my modem router on my modem, router is supposed to have an update for firmware is not working probably, and NetGear stated that l would have too purchase another update NetGear modem and router my is only 3 year old, so they are tell me every 3 year l have too purchase a new modem router, now mind you I purchase 2 NetGear modem and router's, nana trying to say my modem was good and it still compatible but when you talk to other agencies within the department of Netgear now I need to buy a new one they can't update my firmware so my Internet can work I need to call Comcast Comcast stated they don't do that I'm confuse those modem router cost $200 or more that's a lot of money and about to just in 2020 somebody's trying to fraud me on my service as well as my modem modem router, Three years equipment sit in the same place not too hot not too cold and y'all saying it's no good please look further into this for me thank you
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/08) */
  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 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.

• Initial Complaint

  Date:07/30/2022

  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 purchased the 2 pack of the Netgear ************** system (each costing more than $500) and had problems with the internet connectivity for several months in a row. Since I was outside the very minimal technical support that they provide, I was forced to pay $50 for 3 months of technical support. The issue never got resolved during that time period. Initially I was told multiple times that there was a firmware issue that needed to be resolved and that the old firmware was causing my issues. I was promised multiple times that the firmware update would occur soon (multiple times I was told within 24-48h, or within a few days) but it never did. Even after multiple calls and acknowledgement by them that they were aware of the problem, I was just told I had to be "patient". 2 months later it still wasn't addressed. And then another different issue came up where one of the satellites disconnected and wouldn't reconnect. Before my 3 months of paid support expired I called in. We worked on the problem for 45 minutes on the phone and then the phone disconnected. I never received a call back from them. I called back to try and get the issue resolved and was told repeatedly by representative *******, ID# ********, that I had to pay again for support before she would help me. I explained that we started the call while the paid support was active, the issue didn't get resolved as the line disconnected, and they made no further attempt to contact me back. I asked to speak to a supervisor and she said they wouldn't talk with me either unless I paid for further support.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Dear Mr. ****,
  
  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.
  
  Please be advised that your case has been forwarded to our technical support team for assistance with your Intermitent connection concerns.
  
  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:07/30/2022

  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 called net gear for technical support. My home caught fire and my router was one of few things salvageable. I finally found a new home and set up services with ***.**** tech came out to connect only to report my equipment as stolen to net gear because stickers were missing. After tech left I called net gear to help me activate router and he couldn't help me until I paid almost $300 for tech support services. I paid for 12 months and we came to see the router was no good. He said I qualified for a replacement and sending a new one. Never came. I called and they said it was stolen and they weren't going to place it. Why didn't he tell me before I paid 300? Why did he say he's sending a new one? I want a full refund! Here's the pics of my "stolen equipment WITH STICKERS" after I last purchased it!!
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/05) */
  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.
  
  We sincerely apologize for any inconvenience this has caused you.
  
  This is my assessment base on the case number and documentations.
  
  Please be advised that your RMA request was denied because you were unable to provide a picture of the device as well as valid proof of purchase.
  
  Is there any way we can keep you as a valued customer in order to keep the service at NETGEAR?
  
  For more warranty policy information, please click this link below:
  **************************************************
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Best Regards,
  
  John *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:07/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a NETGEAR Nighthawk 5G Mobile Hotspot Wi-Fi Router order # *******
  
  The router was received and didn't work, we work with NETGEAR and did and RMA and was sent a second router. The 2nd router does not work as well, and after speaking to T-Mobile the router will never work on our current data/mobile plan. We have attempting to return the device and get a refund multiple times, but are told that we have to speak with support staff, which gives us the run around. There is nothing wrong with the unit and and requesting to return the unit and receive a full refund.
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Dear *******&*********,
  
  My name is ****, I am a Customer Care Advocate for NETGEAR Inc. 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.com purchases of new products, services and, memberships can be returned within 30 days.
  
  Your order date is March 15, 2022.
  
  Thank you for understanding and have a great day!
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Best Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The device was RMA and a 2nd device was as sent that still did not work and the reason for filing the claim it is beyond 30 days but with filing an RMA and dealing with your support staff has made it impossible to arrange to send the second device back for a full redund
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  Dear ****************,
  
  Please be advised that you will not be able to return the unit to NETGEAR because the NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days.
  
  I can assist you in arranging a callback to one of our senior technical support team members.
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About May 22nd, 2022 I purchased on Amazon a NetGear Nighthawk Router for approximately $270.00.
  This was the 2nd one I purchased from Amazon. I received it and replaced the router supplied by my internet company in my office, with half a dozen employees. We IMMEDIATELY had speed reduction and disconnection issues. After attempting to trouble shoot and research solutions in our office, we finally reached out to "Customer Care" on or about July 20th, 2022. I spoke with a rep who said he didn't see the new router on my login as a registered device. This was because one of my directors registered the product in his name at my office when it was unboxed. This rep stated step one to solving our issue was to register the product in my name, so it was appropriately registered under the correct owner. For this, he requested proof of payment which I emailed him (and have copies of). He said he had switched it and that an engineer would call back to trouble shoot the product issue within 24 hours. 2 days later, I received an email from *****" (which I have copies of). He said he was going to attempt to fix our issue and scheduled a call with us a day or two later. When getting him on the phone, he asked what our issue was and I stated denial of service attacks. He requested logs. We had him walk us through how to get the logs. He said he would review and call back. Then he asked for more logs a few days later. After over a week of no progress, I called back on 28 July 2022. I spoke with a rep (I have her name and rep number). I spent 90 minutes on hold with her demanding an engineer or supervisor. She finally said she had both on the line, which did I prefer, and after holding anther 20 minutes she put another customer care rep on the phone. That rep told me the case had been closed, no supervisor was available, that the router was not in my name... We've spent over 6 hours on the support line and still have no internet. I want a refund and replacement
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Dear **********,
  
  My name is John, I am a Customer Care Advocate for NETGEAR Inc. I contacting your regarding on your compensation and replacement request. 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 recognize the consequence of this incident, and we apologize for any inconvenience this situation may have caused however we regret to inform you that we have no compensation program enforce. As stated with our warranty information.
  
  Per our consumer warranty policy:
  
  "NETGEAR IS NOT LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING WITHOUT LIMITATION DAMAGES RESULTING FROM USE OR MALFUNCTION OF NETGEAR PRODUCTS, COMPROMISE OR CORRUPTION OF DATA, LOSS OF PROFITS OR REVENUES, COSTS OF REPLACEMENT GOODS OR COSTS OF RECOVERING, PROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA STORED IN OR USED WITH THE NETGEAR PRODUCT, EVEN IF NETGEAR IS INFORMED IN ADVANCE OF THE POSSIBILITY OF SUCH DAMAGES."
  
  Based on case number ********, our Technical Support Team has already handled this. If the NETGEAR product is found to be defective, our Technical Support Team will initiate a replacement for your product.
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Sincerely,
  
  John**********
  Customer Care Advocate
  NETGEAR, Inc
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The case has now been closed, just the issue has not been resolved. I haven't spoken to an engineer. I don't know why you closed the case. Unbelievable response. I don't even know what to say. Buyer beware!
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  Dear **********,
  
  Please be advised that our technical support team attempted to reach you several times. But no one answers.
  
  Here is our phone number: *************
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Sincerely,
  
  John**********
  Customer Care Advocate
  NETGEAR, Inc