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:07/27/2022

  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.

  My router that I purchased quit working out of the blue. It will not register any internet or phones in use. It was tested at Comcast and by a professional at my home. The tech from tech support wants me to buy a mechanical policy after being out over $320 in order to prove it is broken. I submitted some documents staying that my mechanical policy is still good for 4 more days.

• Initial Complaint

  Date:07/27/2022

  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.

  1. My local internet company provided a service call 7-17-22 for internet issues. The internet company showed download speeds over 300, upload 20. My devices showed 70 download upload 8. 2. 7-19-22, I purchased a 12 month service warranty #******** via credit card. After about 1 hour plus the technician said a level 2 tech. would call me in 24-48 hours. I asked to be emailed a copy of the warranty policy, invoice and to be immediately connected for resoution. 3. I called back asking for a supervisor to be rerouted for over an hour.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/29) */ Dear Mr. *******, Hoping this email finds you well! My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. We perfectly understand you prefer to work with someone from the management team however, we are the highest point of escalation, and we observe proper channeling within the organization. I personally forwarded your case to our technical support team for assistance. They will attempt to contact you via phone or email. Regards, **** ********* Customer Care Advocate NETGEAR Support Consumer Response /* (3000, 7, 2022/08/08) */ Thank you for your help. How long does Netgear have to provide internet service on a new contract? (in hours, days, months) It is about 2 weeks since I purchased the 12 month service policy and have no resolve. Twice via email, I demanded a copy of the 12 month policy and invoice, to no avail. Could you ask Netgear to send this, please? Ms. ******* Business Response /* (4000, 9, 2022/08/09) */ Dear Mr. *******, Thank you for your email! Kindly be informed that we do not have an internet service provider. The following link details product warranty information: ************************************************************************************** According to our warranty policy: ********************************************************************** Our Technical Support Team attempted to contact you via phone and email multiple times. Please visit ************** account, under the support tab then click on cases for any further inquiries. Regards, ************** Customer Care Advocate NETGEAR Support

• Initial Complaint

  Date:07/26/2022

  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 Netgear ***** modem router from Best Buy on 8/12/21. On 6/15/21, the device stopped working. ISP showed no outages in the area. After calling Netgear Tech support, it was decided the unit would be replaced by Netgear. However, the ***** model was not in stock and no ETA on availability. After several follow-up calls, the model was in stock on 7/8/22. An RMA was created; however, I wasn't informed the customer is responsible for return shipping cost of the defective unit back to Netgear. Previously, Tech support said the ***** became defective after a firmware update was pushed from Netgear. Upon researching, this appeared to happen to several others with the same model. Given this happened in mass and was the fault of Netgear, I was told to email the Customer Care team for approval of waiving the customer's responsibility of the return shipping cost. I received a generic email response stating the return shipping fee is the responsibility of the customer, but I followed up twice with their team to see if they could escalate to their leadership for an exception due to the circumstances. I never received a response, so I called Technical support again and was told there is no phone number for the Customer Care team and was told Customer Care would call me back same day to discuss my request to which I have still not heard back (case #********). Meanwhile, the ***** is out of stock again, and was told there are two other replacement models being offered in place of the ***** which do not have as good features as the *****. Even if the shipping cost of returning the defective unit was waived, issue still remains there is no inventory. I cannot continue to wait as it has been over a month since no access to internet. According to the terms, if Netgear cannot replace the defective product, it will refund the purchase price of the product. At this point, I am requesting a refund of my ***** purchase.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/29) */ Dear **. ***-**** I hope you are well! My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. We sincerely apologize for any inconvenience this has caused you, as we currently do not have ***** available. I investigated all of the possibilities for resolving your concerns. As a replacement for your *****, I would like to offer the ****** bundle with router and satellite. Please visit my.netgear.com account, under the My Cases, Please reply to case number ********. Regards, *************. Customer Care Advocate NETGEAR Support Consumer Response /* (3000, 7, 2022/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased the ***** specifically for its capabilities/features/compatibility with my ISP and am not interested in the alternative replacement ****** bundle mesh system. Additionally, on Netgear's retail website it is possible to purchase the *****, so it is frustrating that I am told there is no inventory for the ***** from Netgear's reverse logistics center. Since it has been well over a month without internet service, I am requesting a refund of the purchase price of the ***** as stated in my original request. According to Netgear's terms, if Netgear cannot replace the defective product, it will refund the purchase price of the product. Business Response /* (4000, 9, 2022/08/03) */ Dear **. ****, Hoping this email finds you well. Please be advised that we have a ***** available for replacement. Please complete the transaction I sent you. In addition, I waive the shipping fee. Here is your RMA number *******. You may also check the shipment status of your RMA at this link; https://my.netgear.com/rmacheck.aspx Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries. Best Regards, *************. Customer Care Advocate NETGEAR, Inc. Consumer Response /* (4200, 11, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Netgear informed me the new ***** unit was available to ship and created an RMA for the return of the defective unit. I am satisfied with the new unit being sent to me; however, the RMA email is still showing that I am responsible for paying for shipping costs to ship the defective unit back to Netgear Returns ******************************************* It was mentioned that the shipping cost would be waived. Can you please send a shipping label for me to return the defective unit back to Netgear? Due to all the hassle and being over 1 month with no internet, please send me a shipping label so I can return the defective ***** back to Netgear. As stated before, this was a Netgear issue in which their firmware update caused the ***** units to become defective in the first place. Thank you. Business Response /* (4000, 13, 2022/08/05) */ Dear **. ****, Please check the box, there is a return label included that you can use to return the faulty item to NETGEAR. Regards, *************. Customer Care Advocate NETGEAR Support Consumer Response /* (2000, 15, 2022/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response. Netgear was able to provide me with an exact replacement for the defective item I had under warranty and I have received the new unit and returned the defective item back to Netgear's warehouse.

• Initial Complaint

  Date:07/26/2022

  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 Orbi router in 2021 and purchased a subscription they have called Netgear armour. I let that subscription expire on 7/2/22 and now whenever I go to certain websites, I cannot log in because the routers armour service is blocking it. I have called 3 times to have them remove the router from their NetGear armour system and they are no help. I paid for professional support contract with them and I'm not getting any help at all. I waited online for 20 mins the first. Someone was supposed to call me back and didn't. Called again and on hold over 20 mins, Level 2 support never picked up. Now on hold again (25 mins and waiting) and still no help

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/28) */ Dear **. *****, My name is ****. I am a Customer Care Advocate for NETGEAR Inc. Please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model if within warranty. As NETGEAR does not sell products directly, returns/refunds are handled directly through the reseller where the product was purchased based on their own store policy. For more information about NETGEAR warranty policy, please visit link below: http://kb.netgear.com/app/answers/detail/a_id/1113/kw/Refunds/r_id/166 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, **** ********* Customer Care Advocate NETGEAR***pport Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The product is not working and their support has not fixed it will not fix it. I have four cases open with them and nobody has fixed the issue. They need to either refund my money or I did say to them today they could send me a brand new router combination and a box to send the old one back and if it works we can close this until then I want the case kept open Business Response /* (4000, 9, 2022/08/01) */ Dear **. *****, We sincerely apologize for any inconvenience this has caused you. Please be advised that I have forwarded your case to the Technical***pport team in order to ensure that your Armor***curity does not block your website. Note: NETGEAR itself does not give refunds or offer product upgrades. Refunds come from the place of purchase only. For more information about NETGEAR warranty policy, please visit link below: https://kb.netgear.com/1113/Warranty-Return-Policy Please visit my.netgear.com 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***pport

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought one of their products, a cable modem to connect to the internet for over $500, and within one year (10 months roughly), the item stopped working. Spoke to the customer service line several times and no luck getting resolved. The first time on the phone, they agreed that it needs a warranty replacement due to a known issue but no info on availability for replacement. I waited few days and called back, no update. I told them their own website shows they are selling the same item I'm looking to replace but was told they cannot mix up their for sale items with for replacement products. So they wanted me to wait few more days to see if the automated system will send me an update with a replacement on the way. After a couple of days with no response, I called a third time today before I left for work in the morning and basically was told I would get an email with the replacement details within two hours and it's been 12 hours now and still no response. On the last call with them, I requested since they cannot provide a reasonable expectation of when I will get a replacement, that I would want a full refund of my item so that I could go buy the same item as I really liked it. I feel that since there's only two months left of the warranty, they are stalling to the point that I don't have any warranty left should the replacement arrives and there's issues with that as they told me warranty wouldn't be offered for the replacement... It's one thing that buying such an expensive product stops working within the first year of ownership but to not get the support from the company after spending so much really sucks. Please help get my issue resolved with a replacement or preferably a full refund as it's within their one year warranty period but they don't have a reasonable time frame for replacement. Am I supposed to go without internet? It's on to the two week mark since the first phone call to them for assistance.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/28) */ Dear **. *****, Good day! My name is John and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding product refund request 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. We currently do not have a ***** available for replacement. However, our team is working on a solution to your concerns. 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 look forward to your response. Regards, ************** Customer Care Advocate NETGEAR, Inc.

• Initial Complaint

  Date:07/25/2022

  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.

  I purchased a refurbished netgear******** modem from******* on December 7,2021 For months we have been losing connection with this device. ******* would reset the modem over the phone but sometimes minutes after it connected we would lose connection again. Finally ******* sent out a technician and he found the issue was with the modem. I called support and they did not want to help unless I paid $50.00 for support. Finally they emailed me troubleshooting steps for me to do. I completed them and the modem still would not connect. The support person said the warranty was only for 90 days. I explained to him that the State ******** has an implied warranty law which covers all consumer goods for 4 years. He asked me to send him a copy of the law. I did so which I got from the ***** State website. He said he read it but still would not warranty the device. This is against ***** Law.

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/27) */ Dear **. ******, Hoping this email finds you well. **. ******, 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 ************************* Modem(CM1100) 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, 12, 2022/08/24) */ BBB Please look up Maine Law ucc implied warranty law. It clearly stated any consumer purchased products must be warrantied for 4 years. They are breaking the law and need to be held accountable. Business Response /* (4000, 14, 2022/08/30) */ Dear **. ******, Thank you for your email. New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support. The following link details product warranty information: http://kb.netgear.com/app/answers/detail/a_id/5260/kw/warranty%20on%20DGN2000/r_id/166 According to our warranty policy: http://kb.netgear.com/app/answers/detail/a_id/1113/kw/Refunds/r_id/166 Regards, ************** Customer Care Advocate NETGEAR Support

• Initial Complaint

  Date:07/25/2022

  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.

  Have been dealing with the same issues for over two years. Purchasing phone support, Bitdefender, Armor protection and everything expires before anything gets resolved. Many hours begging for assistance to no avail. Even a simple request of why is remote access turned on and how do I turn it off?! I was told someone would contact me in 24-48 hours with a solution. I would up to 70 devices on my network. My account email has been hacked so I can no longer even access my account. And like I said, things expire before any thing is resolved. Promises are broken. Very reckless with my identity which has now been compromised. *********************************

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/28) */ Dear**********, I hope you are well. My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. I am contacting you in regards to technical assistance request. Please allow me to set up a call with you in order to better assist you. Please provide the following information for me to contact you: * Preferred Contact number * Date * Best time frame (please include Time Zone) We look forward to your response. Regards, ************** Customer Care Advocate NETGEAR, Inc.

• Initial Complaint

  Date:07/23/2022

  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 Router on ****** on 12/27/21. The router broke (What appears to have happened is when I unplugged the power chord from the router, it pulled out the connector from the router. That connector is still stuck in the power chord). I checked online, and their website clearly states that my router has a 1 year hardware warranty. I submitted an online support request on or around June 9, 2021, to which I received follow up from Netgear asking me to submit my purchase receipt and pictures of the problem. After submitting both items I received a very ambiguous email stating that my case was closed. I followed up asking for clarification twice, and never received a response. I am submitting all my documentation, including a picture from their website which shows that I should have 1 year warranty left but that the warranty inexplicably ends the day of my purchase. Since I cannot get Netgear to respond to my emails, I am submitting to the BBB for assistance in forcing Netgear to honor my warranty and fix my router. Thank you for your help.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/26) */ 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 AC4000 3x3 Tri-band WiFi Router(R8000P) is sold by*****************, which is not an authorized NETGEAR reseller. "Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage." However, we have self-help documents and useful product articles available on our knowledgebase ************************** that you may use as reference. For more information on the Consumer Warranty, please click on the following link: *************************************** For more details of the Authorized Reseller information and listing, please click on the following link: **************************************************************************** Thank you for choosing NETGEAR and have a great day! Regards, ************** Customer Care Advocate NETGEAR, Inc.

• Initial Complaint

  Date:07/20/2022

  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.

  On Saturday, November 27th, 2021, I purchased a Netgear product. ******* is the order number. The price is $495.54, and the product is called *************************************************** Before purchasing the product, I contacted a Netgear representative via their website to inquire about the warranty and return window, and I was told that the warranty would begin once I activated the product, regardless of when I received it. I activated the product on April 4th, 2022, and the following day, I began experiencing very low speed issues with the Netgear router. I contacted the Netgear Tech Support team. They had me troubleshoot the router over the phone for about 2 hours, but it didn't work. I was directed to contact the support team via Chat, where I opened several cases, but none of the agents were able to resolve the slow speed issue. I finally contacted Tech Support via email, and there were about 8-9 emails back and forth in which I was repeatedly asked to reset my router, which caused me so much trouble because I had to reconfigure all smart devices after each reset. I finally contacted the Warranty department to return my device because everything happened within 30 days of the day I activated it. The warranty department stated that they were unable to accept my router return because I had passed the return window, despite the fact that I was told by Customer support twice in November 2021 (once on chat and once via phone call) that my warranty would begin the day I activated the device. I am currently working with 500 MBPS while my ISP provides 1000 GBPS. I am currently frustrated because (1) the issue has not been resolved; I am forced to use a faulty device; and (2) I was promised that I would be able to return the device within 30 days of activation. When email tech support was exhausted, they requested a house structure design so that they could get away with anything. Who asks these types of questions? Could someone please assist me ?

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/07/25) */ Dear Mr. *****, Good day! My name is********* and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence you have submitted a complaint regarding the product refund request for the device ******* I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently. I will review and complete the investigation about your concern so we could provide a resolution about this. We appreciate your time and patience. Thank you for contacting NETGEAR. Regards, *********** Customer Care Advocate NETGEAR Inc. Business Response /* (-10, 7, 2022/07/29) */ Dear Mr. *****, I am contacting you regarding your request about getting a reimbursement as you purchased a new NETGEAR Product. First of all, I would like to apologize for the inconvenience that you have experienced with your ******* As NETGEAR Inc. Terms and Conditions, Returns, Refunds and Title. Non-warranty returns for new products are eligible for a refund if You request a refund and return the item(s) to us within 30 days from Your original purchase date. Refurbished products purchased from netgear.com come with a 90-day return period and are eligible for a refund if You request a refund and return the item(s) to us within 90 days from Your original purchase date. You will be refunded to Your original form of payment at the original purchase price plus applicable sales tax after we have processed your return at our returns facility. Return shipping charges (if any) will be deducted from Your refund. Refunds will appear on Your statement within approximately 15 business days. If You made Your purchase as part of a bundle or with a promotional offer, Your refund may be adjusted and/or pro-rated accordingly. NETGEAR does not take title to returned items until the item arrives at the returns facility. Instructions for warranty return and replacement are found here https://www.netgear.com/about/warranty/. This is in accordance with our warranty policy: ************************************************************************************************************************************* While NETGEAR is unable to provide a refund, we are happy to help troubleshoot the product so we could work out a way that will meet your needs. Support Experts are available 24/7, and are reachable at the following numbers: ********************************* As our Support Experts state, we will happily issue you an RMA to replace your unit. If you have any questions or concerns, please let me know and I will be happy to assist. Yours in Service, *********** Customer Care Advocate NETGEAR Inc. Consumer Response /* (3000, 8, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good Morning, First and foremost, I'd like to thank *** for going above and beyond to assist customers in finding solutions. I am grateful for the assistance provided by this organization in making people's lives better. To begin with, I was ecstatic to receive a new Case #******** from Net Gear after I filed a complaint with the ***. However, that was the only thing that happened. I have not received any further response on the new case, nor have I received any further communications from Netgear regarding the new case. The problem is still UNRESOLVED. I'm still getting around 500 MBPS on my Netgear router after multiple reboots and resets, despite receiving around 1000 MBPS from my internet service provider******* I have submitted every single evidence and all of them indicates that experts kept delaying the response and asked for House construction structure just to get away with an excuse. I am still desperate for a solution; I have exhausted all possible solutions and am no longer in a position to reboot or reset my router because each time I reset my router, I have to re-configure all of my house's smart devices, which is a very painful process. All I'm asking is that I return the device for a full refund, and I'm still baffled as to why Netgear would refuse to assist customers with returns when their experts are unable to resolve the issue. I request that Netgear treat customers fairly and in the manner in which they expect to be treated. I'm asking Netgear and *** to assist me with this case, and I'd like to thank *** again for their assistance. Business Response /* (4000, 10, 2022/08/09) */ Dear Mr. *****, Good day! We understand that you are having issue with the device ****** and we would like to assist you further. However, I took time to check your account and found out that the order ******* was placed on 11/27/2021 and the first case that was created for the issue was 4/04/2022 which is beyond one month from date of purchased. We can only process a refund if the request was made within 30 days from the date of purchase. This is in accordance with our warranty policy: ************************************************************************************************************************************* I can see that there is no complete trouble shooting that was done and I highly suggest that the device should be checked further for assistance and proper trouble shooting. I can endorse this case to our level 2 support expert to continue with the investigation. Looking forward to your response. Yours in Service, *********** Customer Care Advocate NETGEAR Inc. Consumer Response /* (4200, 12, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's probably what I mentioned first when filing a complaint with the ***. I contacted a Netgear representative via their website before purchasing the product to inquire about the warranty and return window, and I was told that the warranty would begin once I activated the product, regardless of when I received it. I challenge Netgear to examine their Chat and call records, and they will discover that my claim is correct. Is it my fault if the company representative made a mistake? Also, I contacted Netgear support several times only to discover that the L1 and L2 support teams were unable to resolve the issue. Regardless of the new Case #******** assigned to me by the company's customer service department, there has been no improvement in the case, which speaks volumes about how my previous complaints were handled. Although the company's technical support department was unable to assist the customer, this clearly indicates that the device is faulty, and the company should demonstrate good faith in terms of service by providing the proposed solution. I proposed returning the faulty device and receiving a refund in the original form of payment. Business Response /* (4000, 14, 2022/08/15) */ Dear Mr. *****, Good day! We apologize for the misinformation regarding the warranty policy. Most of our NETGEAR devices have a one-year warranty and 90 days support warranty included. We will still review your request and I will send another email once I have an update. We appreciate your time and patience. Thank you for contacting NETGEAR. Regards, *********** Customer Care Advocate NETGEAR Inc. Consumer Response /* (4200, 16, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Okay , No Problem. I've been dealing with faulty devices since the beginning and have yet to receive a solution. There have been numerous complaints, and I have yet to see any improvements. I'm hoping to hear from someone soon with a solution. I'm grateful to *** for providing us with a platform to contact the company about a problem that hasn't been resolved since the beginning. Business Response /* (4000, 18, 2022/08/17) */ Dear Mr. *****, Good day! I regret to inform you that the refund request has been denied. You may check the website for the warranty information and the link is available right under the Shopping FAQs. It clearly says that the warranty starts on the date of purchase. ************************************************************************************************** We can get a support expert to assist you further with the technical issues you have with your device. I can endorse the case to our support expert level two(2) to check the device and may provide recommendations as well. Thank you for your understanding. Sincerely, *********** Customer Care Advocate NETGEAR Support

• Initial Complaint

  Date:07/19/2022

  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.

  Saturday, July 9, 2022 I fell victim to a dos attack which caused me to miss 2 weeks of work, I contacted Netgear the manufacturer of my modem to figure out a solution. Was approved for an RMA return merchandise agreement. I already missed two weeks of work. so I really could not spare what they charged for shipping. They absolutely refused to come to an agreeable solution. I feel like since the hardware malfunction isn't my fault (the consumer) I shouldn't have to pay to exchange for a working product. especially since I've been out of work due to said malfunction.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/26) */ Dear************, Hoping this email finds you well. Good day! My name is John and 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. I have personally reviewed your concern and can see that your RMA number******** has already been completed. Regarding your request, please be advised that you must pay the shipping fee. Advance Ground (U.S. only) The RMA fulfillment center will ship the replacement unit via ground before receipt of defective item, based on product availability. Your order must be received before 6 PM Eastern Standard Time. A prepaid shipping label will be included with your replacement unit. You will be charged a flat fee of $16.90 for Home Products and $19.90 for Business Products for this service option. You must return the failed product to the RMA fulfillment center within 10 business days of receiving the product. If you fail to return the product within 10 business days, you will be billed the current list price. For more information about warranty policy, please click the link below: https://kb.netgear.com/1113/Warranty-Return-Policy 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 Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Was contacted by Netgear, another case opened only to reaffirm that I am dealing with the absolute wrong company if I wanted any form of meaningful customer support or solutions. This is the first time I've ever had to come out of pocket for an issue covered under warranty with anyone. Also the first time I've ever been regarded with such cold and uncaring demeanor, and condescending tone of conveyance. Business Response /* (4000, 9, 2022/08/01) */ Dear************, We sincerely apologize for any inconvenience this has caused you. In order to deliver the product, you must pay the shipping fee according to the our policy. Thank you for your understanding and have a great day! Regards, John ********* Customer Care Advocate NETGEAR Support