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

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  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:07/14/2022

  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.

  Back in 2020, I paid over $*** for a top of the line cable router/modem************* Just today, I went to reset my "top of the line" modem and there was a hardware failure. After an internet search, I found that there is a common problem with these $*** modems that causes them to become useless. I contacted them to see if they would help me out only to be told that it was out of warranty and that I'd have to purchase a new one even though this is a common occurrence in that line of modems.

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/17) */ Hi Mr. ********, Good day! My name is ****, one of the Customer Care Advocate of NETGEAR Inc. I would like to convey to you our sincere apologies for the inconvenience you have experience with your ******************************** I have personally reviewed your account and upon checking I see that your ***** warranty expired on 07/18/2021. Please be advice per consumer warranty policy customers will have 90 days free support warranty that covers basic troubleshooting and configuration. On the other hand we also provide 1 year warranty for the hardware itself. For more information on the Warranty Return Policy, please click on the following link: ************************************************** We appreciate your time and thank you for contacting NETGEAR. Regards, ******* Customer Care Advocate NEtGEAR Inc. Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the response, ****. Unfortunately I am unsatisfied that such an expensive device is now useless after less than two years. However, it's ok. I have replaced it with a ******** and you have lost a lifelong customer. I will also be telling every one I know to steer clear of netgear because your products do not last. Take care, ***** ********. Business Response /* (4000, 9, 2022/07/27) */ Hi Mr. ********, We appreciate your response and feedback. Please be advice per consumer warranty policy customers will have 90 days free support warranty that covers basic troubleshooting and configuration. On the other hand we also provide 1 year warranty for the hardware itself. For more information on the Warranty Return Policy, please click on the following link: ************************************************** We appreciate your time and thank you for contacting NETGEAR. Regards, ******* Customer Care Advocate NEtGEAR Inc.

• Initial Complaint

  Date:07/11/2022

  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.

  A little over a year after purchasing an **************** System and several satellites (totally $******), they stopped working. Conveniently for Netgear, this was shortly after the hardware warranty expired, my only recourse thus being to purchase a support contract for $******, which I did. I then went through a hellish, multi-day process with different Netgear agents. Each agent I spoke to walked me through several steps to try and fix the issue with my equipment, but when one agent exhausted all of his/her support options without being able to determine the issue, he/she told me that my case would be elevated to a higher level of support and that I should expect a call shortly from a new agent. This never happened. No other agent would ever reach out and my support case in my account would be mysteriously closed, claiming to have been resolved, and the notes associated with it deleted. I went through this problematic experience multiple times. Each time an agent could not resolve my issue after several hours of phone support, he/she told me a new agent would reach out who never did. Instead, I had to repeatedly call back to explain that no one reached out to continue troubleshooting, to which the new agent proceeded to lead me through the same troubleshooting steps as the previous agent. I asked if an agent could come to my residence to resolve the issue or send me new products since they repeatedly couldn't fix them but was told the support contract only provides technical phone support. When I realized I was just perpetually led through the same useless troubleshooting steps, wasting countless hours of my time, I cancelled the support contract as none of the agents could resolve the issue and repeatedly lied to me, claiming a new agent would take over. I am disgusted and disappointed by the service I received, having lost $****** to products that don't work and agents who refused a refund/replacement despite being unable to fix my product over the phone.

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 5, 2022/07/14) */ 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 NETGEAR *********************************************************** is already expired for any warranty. 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. Last 5/18/2022, the ************************************************************** was refunded. The following link details product warranty information: ************************************************************************************** According to our warranty policy: ********************************************************************** Thank you for understanding and have a great day! Regards, ************** Customer Care Advocate NETGEAR Support Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi ****, Thank you for recommending the same solution I already told you did not work. It really gives me insight into your comprehension of my problem when, after I kindly explained to you that every agent I troubleshooted with could not figure out what is wrong with my **** products, you seem to think that troubleshooting for the fifth or sixth time in a row will somehow find the problem. Perhaps you never heard the quote, "Insanity is doing the same thing over and over again, but expecting different results." Thank you also for reiterating that your company is committed to providing the "highest standards of product & service in the industry." Please enlighten me on this standard further because it is fascinating to me how you are able to reconcile this claim with my repeated occurrences of agents telling me to expect a call back only for me to never receive said call back. I can only imagine how low the bar is set if such empty promises are synonymous with "high standards." I understand my products are outside the exceedingly short 1-year warranty provided, but I wish you would not insult my intelligence by oleaginously suggesting that if I try troubleshooting yet again, my needs will be met. I was patient enough to explain to you once already that when I tried troubleshooting with Netgear agents, they were neither able to fix my **** products nor able to figure out why they were not working as intended. All that happened was that I was led for several hours through a variety of troubleshooting steps and when the current agent had exhausted all those steps, I was told that my problem would be escalated to a higher level and to expect a call from a new agent. However, that call never came, and so I had to take it upon myself to call again, only for the next agent to walk me through the exact same process again. So you see? Troubleshooting over the phone is not an adequate solution when the issue with my **** products, whatever it is, can't be resolved short of sending a technician over to physically examine the product, issuing my replacement products, or refunding me for the products that were clearly designed with planned obsolescence in mind. Thank you for reading, and I hope you have a good day too, because I am not having a good day after reading your response. Regards, ***** Business Response /* (4000, 9, 2022/07/22) */ Dear **. *******, Based on the case number ******** and documentation. Our technical support team has requested a specific callback time when you are available to speak with us, but you have not responded to our email. We sincerely apologize if we are unable to process a replacement or product refund for your unit because your hardware warranty has already expired. For warranty policy, please click the link below: ************************************************** Thank you for understanding and have a great day! Regards, *************** Customer Care Advocate NETGEAR Support

• Initial Complaint

  Date:07/06/2022

  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 ************* last year. Five to six month ago, I cannot connect some of my devices to the router. So, I called netgear tech support and was told that I need to purchase their ******** plan to resolve the issue. So, I purchased the plan and the tech was able to fix the issue and was told it was the firmware issue. And the same issue happened again last week after I have done the power recycle due to my WiFi speed being slow. I then have to call the tech support again and luckily my ******** plan is still active until September. The tech I spoke to told me that I have to turn off the firmware update to be able to use my router without any issue. I feel like the firmware needed to be updated all the time for the security reason and also I should be able to do power recycle sometime. Now, I am afraid to even unplug the router. ***************************** I have to move my location very often. Now I feel like I have to keep paying their ******** plan at all time to be able to call them and ask them for the fix. Actually, I am moving to the different state in October, 2022 which is after the expiration date of my ******** plan. I hope someone from netgear see this and help me to fix my router issue permanently. So, I do not have to worry about paying the plan fee all the time and have the peace of mind to unplug or power recycle my router whenever necessary.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ Dear Mr. ****, 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 Product Issues. 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. 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. 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 your NETGEAR ************************************************ 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 complementary replacement. Kindly anticipate a call from our technical support team to arrange RMA for your device. The following link details product warranty information: ************************************************************************************** As NETGEAR, Inc. does not sell products directly, returns and or refund are handled directly through the reseller where the product was purchased, according to our warranty policy: ********************************************************************** We appreciate your time and patience. Thank you for contacting NETGEAR. Regards, *********. Customer Care Advocate NETGEAR Inc.

• Initial Complaint

  Date:07/02/2022

  Type:Delivery 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 an extended warranty and ProSupport service for the next two years. My AMEX credit card was charged the $79.99 + tax of which I have proof and showed them my proof. But to date they have yet to activate my Warranty and ProSupport. I contacted them three times and they said they would look into over the next 24-48 hours. Well that time has come and gone and now when I try to contact them, the case number ******** appears to either not show up in their records or they have closed it without informing me of any progress in my case.

  Business Response

  Date: 07/21/2022

  Consumer Response /* (-5, 5, 2022/07/05) */ Hi I don't know if you have contacted NetGear, but they did reach out to me and said they are in the process of delivering the ProSupport and extended warranty to me. However, I have yet to receive the service. Sent from my iPad Business Response /* (1000, 10, 2022/07/20) */ Dear **. ******, Hoping this email finds you well. Please be advised that your ProSupport for Home - Extended Warranty and Support service is now active in your account. Please see the warranty and support information below: Contract: ProSupport for Home - Extended Warranty and Support Contract Number: ******** Account Name: ******* ****** Contract Start Date: 6/27/2022 Contract End Date: 6/26/2024 Status: Activated For Technical Assistance, Please contact ************** https://www.netgear.com/support/contact.aspx, Best Regards, *************** Customer Care Advocate NETGEAR Support Consumer Response /* (2000, 11, 2022/07/20) */ The case has been resolved. You can close the case.

• Initial Complaint

  Date:07/02/2022

  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.

  Our modem/router stopped working. It was clear after troubleshooting that the wifi was not operating properly. Purchased the modem/router in January. Tried numerous troubleshooting methods for hours before calling customer support. They informed me that my software support expired, and I would have to pay money to have them help me. They quoted a $200 third party coverage for extended support of all my devices. I do not need that, and it is half the price of the router. Customer service person promised to send me "knowledge articles" to help me reboot. Told me 3 steps to do that would ensure my router would be back up and running. I did those things; they didn't work. I followed his articles, which also didn't work. Called back the next day, spoke to another rep, same answers. Finally, called back 3rd time and grudgingly agreed to pay whatever their lowest amount was for support. After inputting cc, they walked me through troubleshooting I'd already done, only to agree with me that it was a hardware problem all along, and my hardware was under warranty. They don't have my router in stock. He said I'd get an email when they're back in stock in two days. I didn't. I had to call back again. Rep said there was no record of my replacement. He finally agrees I need a replacement(again). He suggests alternate (cheaper) router since mine is out of stock. Says I'll get email for the replacement. I got an email and filled out the info. I selected overnight shipping for $30. Come back to my email later - another email an HOUR after the first requesting more information. Now I know I'm not getting my overnight. I provide the info. There was no response. I email the next day requesting update. No response. This went on DAYS without response (June 24-27) before I got a ***** Tracking number with still no response to my e-mails. I was charged for overnight shipping, and the router came in a ripped bag, so when I returned the defective one, I had to purchase packaging from *****.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 8, 2022/07/20) */ Dear Ms. *****, Hoping this email finds you well. 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 Support contract and replacement 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. In our system, your RMA has been processed. last 7/6/2022. RMA number *******. 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: ********************************************************************** If you need Technical Assistance again, Please provide the following information for us 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. Consumer Response /* (3000, 10, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does absolutely nothing to address the cost of overnight shipping I did not receive, the horrendous customer service, or the fact that the replacement arrived in a ripped apart shipping bag and so I had to pay another cost to package the defective router to return it. The entire situation has turned me from a loyal customer into someone who will never buy your products again. Nobody seems to take this seriously at all and there's no way to escalate concerns to someone who can help me. Overall just a terrible experience and this response does nothing to help. Business Response /* (4000, 12, 2022/07/25) */ Dear Ms. *****, We sincerely apologize for any inconvenience this has caused you. I'm writing to inform you that your refund request is currently being processed. I'll post an update as soon as the refund is completed. Regards, **** ********. Customer Care Advocate NETGEAR Support

• Initial Complaint

  Date:07/01/2022

  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 CAX80 modem router from Best Buy on 3-21-22 for $449.99. On 6-20-22 the device stopped working. My local cable/internet provider came to my home to troubleshoot and failed to find anything wrong on their end. Netgear support did a troubleshoot over the phone and also failed to figure out what the problem is. The device is almost brand new and is still under the 1yr manufacturer warranty. However, Netgear's off shore customer support is very difficult to work with and they have failed to give me a solution. They offered to replace it but the CAX80 is out of stock and they have no idea when it will become available. This is a very expensive piece of equipment that we invested in because we thought it was reliable.. and also that the company was reliable. We will never make that same mistake again. We also purchased an Armor Protection Plan which is useless if we have no modem router. For now though, we have been without internet for almost 2 weeks and my husbands job requires internet accessibility. Netgear customer support said the model is out of stock but my local Best Buy has them on hand.. why can't I just get a new one there? This issue needs addressed immediately.

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 5, 2022/07/04) */ Hi *********, Good day! My name is Jess, one of the Customer Care Advocates of NETGEAR Inc. I would like to convey to you our sincere apologies for the inconvenience you have experience with your NETGEAR CAX80. Upon searching your email address *********************, we didn't see any NETGEAR account associated with this email. To further assist you may we request on the case number or if you used a different email in registering your device so we can pull up the correct account for further investigation. We will look forward to your response. Regards, Jess D. Customer Care Advocate NETGEAR, Inc. Consumer Response /* (3000, 7, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email would be***************************. Case # is ******** Business Response /* (4000, 9, 2022/07/06) */ Hi *********, Thank you for the information and response. I took the time to review the related case number ********. Upon checking, I see that you initially contacted our support team on 6/23/2022 due to no internet connection issue, a troubleshooting was also conducted. We would like to apologize for the delay in sending you the replacement due to stock availability. We are happy to inform you that we already have stocks for CAX80. Kindly please check your inbox or spam folder as we've already sent you an email update on 7/1/2022 that An *********** was successfully initiated. Kindly please complete the RMA so we can proceed with the replacement. Thank you for your cooperation. Sincerely, Jess D. Customer Care Advocate NETGEAR Support Consumer Response /* (2000, 11, 2022/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/30/2022

  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 have had issues with my new Netgear Nighhawk router from day one of using it. The WiFi disappears and disconnects on a regular basis causing disruptions to the whole household. I was in contact with Netgear support from early on and tried every single suggestion they provided me. Each time, the issue reappeared within 24 hours. Often, I had to repeat all the information because they could not seem to track previous times I had called or emailed. They duplicated more than once suggestions of changes that had already been tried. They also continually suggested it must be my internet provider (causing WiFi to disappear??) instead of their router. After nearly 2 months of back and forth and testing, they agreed to replace the router with a new one. When I received the new router, I quickly realized they had sent me the wrong model, ***** instead of another ********. I contacted them within a few days of realizing but they couldn't seem to understand that they had sent me the wrong thing and instead persisted that I had a ***** previously. I took several calls before they finally understood and said to send the ***** back to an address they provided. I asked twice if I could use the label they had sent to return my faulty ********, but they didn't respond. I did finally have time to call back in and they confirmed I can use that label, I was afraid that would somehow complete my RMA and I'd have to go through the cumbersome process again. On this last call, the automated voice informed me I'm now past my 90 day complimentary phone support on my "new' router. So when I receive the replacement unit, I will have no choice for phone support besides having to buy something else from Netgear. I'd like to be refunded at this point, given the amount of time this has taken to try to resolve and the amount of issues I have had with Netgear's support, or lack thereof.

  Business Response

  Date: 07/01/2022

  Business Response /* (1000, 5, 2022/07/01) */ Dear *********, My name is ****. I am a Customer Care Advocate for NETGEAR Inc. This is to acknowledged receipt of your complaint. 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. We sincerely apologize for the inconvenience caused by the incorrect NETGEAR replacement. We'd like to make things right for the incorrect replacement you received. 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://*************************************************************** 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. I apologize again for the inconvenience that you have experienced, I'll work with our technical support team to arrange for another replacement. Yours in Service, ************** Customer Care Advocate NETGEAR Inc. Business Response /* (4000, 14, 2022/07/14) */ Dear *********, My apologies for the late response. We have successfully created a new RMA for ****** in your account. Please complete the transaction I sent to you via email. Here is your RMA number *******. I've also waived your shipping fee charge. Thank you. Regards, *************. Customer Care Advocate NETGEAR Support Business Response /* (4000, 14, 2022/07/14) */ Dear *********, My apologies for the late response. We have successfully created a new RMA for ****** in your account. Please complete the transaction I sent to you via email. Here is your RMA number *******. I've also waived your shipping fee charge. Thank you. Regards, ************** Customer Care Advocate NETGEAR Support Consumer Response /* (3000, 21, 2022/08/21) */ After finally receiving the RMA unit, I continued to have the SAME EXACT issues as before. I'm not sure what else that can tell us besides that Netgear is at fault here and have something faulty either in their firmware or hardware. I refuse to spend any more of my time on this issue. I'm again requesting a full refund for a lemon of a product. I know you didn't sell me the unit, Netgear representative. I'm fully aware I bought from Amazon. But this is YOUR product and you should be standing behind it and the guarantee that it will do what it is supposed to without falling on its face every hour. I've purchased another product from a different company (ASUS) and have zero issues. So again, where is the problem here? With Netgear and their refusal to hold any sort of responsibility for a crappy product. Business Response /* (4000, 23, 2022/08/23) */ Dear *********, Thank you for your email. 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: ********************************************************************** While NETGEAR is unable to provide a refund, we are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. Technical experts are available 24/7, and reachable at the following numbers:**************************** Yours in Service, ************** Customer Care Advocate NETGEAR Inc.

• Initial Complaint

  Date:06/30/2022

  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 a ***** from Netgear**** on June 3, 2021. On June 23, 2022, I experienced a total failure and shutdown of the router. I worked with Netgear's offshore customer service technician's to troubleshoot the failure. They determined the modem/router could not be rebooted or remotely repaired. After some conversation, they told me that they will send me a new replacement modem/router. They explained that they do not currently have any in stock, but they expect in the next 48 hours they will be able to send out the replacement unit. Several days had elapsed and I did not receive any communication from Netgear, so I called the same customer support number. Again, they reiterated I will receive a replacement unit and it should be mailed out in 48 hours. Today, I logged onto the Netgear website to find all of my cases have been closed without any resolution or communication from Netgear. I reached out to the same customer support number, to now be told they will not be replacing my faulty unit. I asked to elevate my concerns to someone in the US and was told that they do not have the capacity to make that happen. After some discussion, they again agreed to replace my unit, but repeated the same information that they don't have any in stock. Meanwhile I am using my phone's hotspot to work from home and it is severely impacting my day to day . I want to have my modem/router replaced as soon as possible. *** please help. How many of these complaints must the *** receive about Netgear and their equipment before you downgrade them to F? These are the Netgear case number associated with my ***** modem/router purchased directly from Netgear: ******************************************

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 5, 2022/07/01) */ Dear Mr.**********, This is to acknowledged receipt of your complaint. 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 ******************************* 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, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was exactly 20 days after the warranty lapsed that the entire Netgear modem/router failed in the middle of my workday. Because I work from home this caused a severe loss in productivity. I had an unknown issue with the unit several weeks after purchase that caused a connectivity issue and I had to reach out to Netgear support and have them remotely address the problem. This was likely the starting of whatever made the unit completely fail a year later. On three different occasions, the last one on voicemail, I have been promised a replacement unit by a Netgear customer support person (see attached file). I am currently utilizing a much slower modem/router that is a legnthy process to switch the unit over with my cable company. I already went through the diagnostic/problem solving for close to an hour with a Netgear tech the day the unit completely failed. I will not repeat the process again, causing more lost time from my job. ***********, your title should read "Netgear Advocate." If I do not get a sufficient resolution through the *** my next final remedy will be in the **********************************. Please stop the delays and send out a replacement unit. Business Response /* (4000, 9, 2022/07/08) */ Dear Mr.**********, Good day! Please be advised that I have approved a one-time free replacement for your ********************************* To proceed with the processing of replacement, Please complete the RMA number ******* that I sent to you via email. T******************************************************************************************************************************************************************************************************************************************************** Note: We can give a one-time replacement for CAX80, however we can't guarantee you'll get a brand new product. Regards, ************** Customer Care Advocate NETGEAR Inc. Consumer Response /* (4200, 11, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This process continues to linger on and on, so please do not close this case yet. I followed ***********'s directions and filled out the RMA webpage, including my credit card. One would think that the process is over at that point. Nope, a customer service person now wants my purchase receipt, which I purchased and registered on the same website that I have responded to all of these correspondences. In addition, a photo of the modem/router, to show the serial number. I have already supplied these photos earlier in this debacle. I will keep playing the game and download them here as well. This is starting to feel very retaliatory. Business Response /* (4000, 13, 2022/07/12) */ Dear Mr.**********, Here is your tracking number and estimated delivery date: Tracking Number: ************ Scheduled Delivery Date: Friday 7/15/2022 by end of day Regards, ************** Customer Care Advocate NETGEAR Support Consumer Response /* (4200, 15, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) **Please do not close case** It was my understanding that because I opted to pay $16.95 for the RMA, a replacement unit and a return postage paid box would simultaneously be mailed to me. Under ***** Tracking Number: ************, the weight of the package is only 1 pound. Clearly it is not a replacement unit. I am not going to close this *** case until I receive a working CAX80 modem/router. Business Response /* (4000, 17, 2022/07/15) */ Dear Mr.**********, Please be advised that your package will be delivered to you today: SCHEDULED DELIVERY DATE Friday 7/15/2022 by end of day Regards, ************** Customer Care Advocate NETGEAR Support

• Initial Complaint

  Date:06/28/2022

  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.

  Bought a Netgear network extender to work with my Netgear router. It states it comes with 24 hour support. This is clearly false advertising. I contacted them for support because the product had many obvious flaws and would not work as advertised. They committed to have a technician call me one hour after the call. No call back. The person from the support chat named "*****" apologized but did not explain what happened. No support provided. They advertise 24 hours a day support to get the sale but do not provide it.

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/07/01) */ 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 Nighthawk X4S WiFi Range Extender(EX7500) 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. First and foremost, we apologize that our technical support team was unable to reach you. I will cooperate with our Technical Support Team to address your concern and contact you directly. Please provide the following information for us to contact you: * Preferred Contact number * Date * Best time frame (please include Time Zone) Yours in Service, **************. Customer Care Advocate NETGEAR Inc.

• Initial Complaint

  Date:06/27/2022

  Type:Delivery 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 placed an order on 4/30 for a satellite add-on to a previously purchased modem/router mesh network system (Refer to Netgear order receipt). Upon adding the device, found and resolved an issue with my current product and determined this add-on was no longer needed. Requested RMA from netgear and subsequently received RMA authorization, instructions, & shipping label on 5/3 (refer to RMA Instructions). I reviewed the instructions, replaced the item in the original box with all accessories and manuals. I packaged this in the original shipping box and attached the ***** label supplied by Netgear (refer to ***** shipping label). I handed the package to a local ***** Office on 5/7 (refer to ***** transaction receipt). ***** confirmed delivery to netgear warehouse on 5/12; however, netgear is claiming that ***** did not deliver return and has instructed me to file a claim with ***** even with the delivery confirmation from *****. I have submitted a claim with *****, but ***** has denied that claim citing the delivery confirmation to Netgear. Netgear is claiming they are not responsible for "lost shipments" even though ***** confirmed delivery and blaming me for not requesting signature even though I used their generated shipping label. I am stuck in a loop between the two companies and netgear still refuses to provide a refund. I need assistance with resolving this matter since I paid for the purchase and returned it "as per netgear's instructions" and used their shipping label, so I paid for a product that netgear's warehouse lost.

  Business Response

  Date: 07/01/2022

  Consumer Response /* (-5, 5, 2022/06/28) */ Update: I finally got a message to the executive escalations team and received a response that they reviewed my escalation and approved a refund. I am monitoring my credit card awaiting the refund to post. I will update the complaint once the refund has posted. Business Response /* (1000, 6, 2022/06/29) */ Hi ********** Good day! My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. We acknowledged the complaint that you have submitted regarding your order ******* return concern. We are sorry to hear about your experience. I have personally reviewed the related executive escalation case number ******** in your account. Upon further checking, I see that your concern was handled and resolved on 6/28/2022, which you confirmed in your email response today. *********, your feedback helps us do better. We always aim to deliver a great experience, and we are gutted when we don't meet expectations. We will use the feedback to make us better and to ensure this doesn't happen again. We appreciate your time and thank you for contacting NETGEAR. Regards, ******* Customer Care Advocate NETGEAR Inc Consumer Response /* (2000, 8, 2022/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) After finally reaching their executive escalation team for assistance, netgear reviewed the situation and finally approved the refund. The refund has posted to my credit card so this case can be closed.