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:06/21/2022

  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 03/25/2022 I purchased the Orbi router ****** model from Bestbuy. I work 100% remote so I spent over $700 on this router as it advertises 1gig speed. It turns out the router is not allowing 1gig usage. The Orbi application states my internet is running over 900 mpbs- based on the internet based test it is only running at half capacity ( screen shots included) I was in between houses so I used this router close to the end of April. Bestbuy has a 30 day return policy so they would not take it back. I contacted NETGEAR 5/10/22 case #******** assured me Bestbuy was going to accept my return but that was not the case. Netgear emailed me asking me to provide best times to contact me but I didn't received a phone call I respectfully request for them to replace router with a device of equal value that will provide the 1gig advertised or my money back

  Business Response

  Date: 06/30/2022

  Business Response /* (1000, 5, 2022/06/23) */ Dear **. ******** , This is to acknowledge receipt of your email. Good day! My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding replacement or 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. I have personally reviewed your concern, and I see that you are now in contact with our Technical Support Team in seek of a replacement unit. We will work with our technical support team to get in touch with you directly to address your concerns. Please provide the following information for me to contact you: * Preferred Contact number * Date * Best time frame (please include Time Zone) If you have any questions or concern, please let us know. Best Regards, *************. Customer Care Advocate NETGEAR Support Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received and reply to an email from NETGEAR with my cell phone number, Callback time from 4pm to 6pm and Callback date 06/24/2022 Eastern Time Business Response /* (4000, 9, 2022/06/27) */ Dear **. ********, Good day! I'm just following up on an email I previously sent to you. based on the case number 46149122 and documentations. Our Technical Support Team assisted with troubleshooting procedures. Hopefully, this will address your problem. Do not hesitate to contact us if you have any additional feedback. Regards, *************. Customer Care Advocate NETGEAR Support Consumer Response /* (4200, 11, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) 6/25/2022 I contacted NETGEAR spend close an hour and a half on the phone with representative. He had me connect via cable my pc directly to the router which confirmed my provider gives me about 937mpbs upload and download (see attached) He had me connect via cable my pc to the Orbi router which yield 885 download and 787 upload. However when I go wireless the capacity drops to half speed The point of a wireless router with 1K capacity is that devices don't have to be connected to the router He also had me upgrade my firmware on both router and satellite I received a call yesterday at 2:20 pm Eastern Time and advice representative that I was working as I work 100% remote Promised to call me back at 4:30 but no call was received Business Response /* (4000, 13, 2022/06/29) */ Dear **. ********, Good day! We have created an RMA for your replacement device. Our Technical Support Team initiated a replacement for your (******). Please complete the transaction we sent you so that your replacement unit can be processed. Here is your RMA number: ******* You may also check the shipment status of your RMA at this link; https://my.netgear.com/rmacheck.aspx Thank you for choosing NETGEAR and have a great day! Best Regards, *************. Customer Care Advocate NETGEAR Support Consumer Response /* (4200, 15, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have fill out the RMA to swap routers. I will accept the business resolution once I have tested the new router speed. Based on the RMA options provided by Net gear I will have to wait 10 business day for it to arrive, faster shipping options were available, but I had to pay for shipping

• Initial Complaint

  Date:06/21/2022

  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.

  We purchased a Netgear router/modem in Nov. 2021. In June 2022 the device stopped working. To verify that it was not an internet issue we had an Xfinity tech inspect to insure that the incoming signal was good. They tested and metered a strong signal to the router/modem, but showed no signal coming out of the device. The tech indicated that the router was bad. We contacted Netgear and was issued a case# XXXXXXXX. At that time I requested an RMA so that we could return the device for evaluation and replacement. (This is the process as outlined in the NETGEAR Warranty. Instead of issuing an RMA they proceeded to ask that we perform tests to insure that the device was defective. It is pretty obvious that the device is not operating, the only light that appears is the power light. All the other lights that normally are on no longer light up. Once again, I requested an RMA at which time they suggested that we sign up for their technical support service which has a fee. Once again I requested an RMA as outlined in their company warranty and also indicated that I was filing a complaint. I have received no response since then.

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/06/23) */ Dear *** ******, This is to acknowledge receipt of your email. Good day! My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding replacement or 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. I have personally taken the time to review your concern and I can see that you are now communicating with our Technical Support Team looking into getting a replacement unit. I have created an RMA for your replacement device. Please complete the transaction I sent you so that we can process your replacement unit. Here is your RMA number: XXXXXXX If you have any questions or concern, please let us know. Best Regards, **** ****** ** Customer Care Advocate NETGEAR Support Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/21/2022

  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 Nighthawk router/modem a year and a half ago. Today, the modem suddenly stopped working. I tried calling support and was on hold for an hour and a half. The rep told me I had to purchase some kind of support plan, which I did, only to have the tech tell me to call back after setting up a hard-wired connection. Because the modem seems to be bad, hard-wired connections are not working. I'm currently on hold again for a little over an hour. I work from home and being without a working modem is not acceptable! I thought that Netgear was a company that represented quality, but it appears not! I want some kind of resolution and explanation from the company.

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 5, 2022/06/23) */ Hi Ms. ********, Good day! My name is ****, one of the Customer Care Advocates of NETGEAR Inc. I would like to convey to you our sincere apologies for the inconvenience you have experienced with your Nighthawk 8-stream AX WiFi Gateway(CAX80). I have personally reviewed your account and the related case I can see that you initially contacted our support team on 6/20/2022 and a basic troubleshooting was conducted. We would appreciate your cooperation in escalating your concern to our L2 support team so we can determine the real issue of your device. Please be advised as per warranty policy NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure proven by our support expert. I will arrange a callback from our support team 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) For more information on the Warranty Return Policy, please click on the following link: ************************************************** Thank you for your cooperation. Regards, **** D. Customer Care Advocate NETGEAR, Inc. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided my contact information on June 23, 2022. As of today, June 29th, I have not heard anything from anyone at Netgear. Business Response /* (4000, 9, 2022/07/03) */ Hi Ms.*********, Appreciate your response. Upon further checking I see that one of our support team contacted you and you confirmed that you already purchased a different device and you are now requesting a refund for the Armor contract. I've personally reviewed your account and I see that the Armor Security - 1 Year contract was renewed last 2/20/2021. Hence your contract is already out of cancellation warranty. ADDITIONAL SUBSCRIPTION TERMS FOR NETGEAR ARMOR Your prepaid Armor Subscription may be canceled within thirty (30) days of purchase. If You cancel after 30 days, Your payment is non-refundable and Your service will continue until the end of Your contracted term. If Your Armor Subscription Services were bundled with a NETGEAR Product, Your subscription period shall begin on the earlier of 1) the date You activate Your Armor Services, or 2) ninety (90) days from the date You install your Product (e.g., router), and shall last for the length of Your subscription period. Your Services will automatically be deactivated at the end of the subscription period, and You will not be entitled to receive any feature or content updates, unless You renew. Your request for a refund was submitted on 6/29/2022. Per the guidelines, I regret to inform you that your request has been denied. Additional support information can also be found on our Knowledge Base located at: *********************************************************************** So if you have any future issues you may still call support for troubleshooting assistance. If you have any questions please let me know. Sincerely, **** D. Customer Care Advocate NETGEAR, Inc.