Business Profile

Internet Services

NETGEAR

Headquarters

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Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

434 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

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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:11/11/2024
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.
In Jun 2023 (just over 1 year ago) I paid $1400 for an Orbi wifi net system. When I tried to log into the device, I got a password error and was asked for my security questions (and I know the correct answers). The error screen provided no backup information so I called support (using the phone number on the Netgear website).The *** told me they can only help me tech support if I pay for a service contract ranging from $300 to 800. I told them I don't want them to do anything except help me log into the device.I finally conceded and they sent me a link to a ****** account linked to someone's gmail account, so I stopped. So now I'm stuck with a device I can't log into.
Business Response
Date: 11/12/2024
Hi ***** ****,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the service issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

We would like to inform you that if the customer reached out for technical assistance and the device is out-of-warranty, we are offering our NETGEAR support contract to render our low-cost services. We apologize for the inconvenience that you have experienced and if we were unable to resolve your issue.

We referred your concern to our higher-level tier of support as a courtesy, and you may check your email for an update with case ********. We also suggest keeping your phone line open for a callback from them.

We appreciate your patience.

Yours in Service,

******* *.
************* Advocate
**********************
Initial Complaint
Date:11/05/2024
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 Netgear Premium Support Contract on 7-22-24 and it expires 7-22-26. Since the time that I purchased the contract, Netgear changed their operational procedures and the technicians can no longer have access to my laptop. More Specifically, Netgear requires their customers to have a Chrome Browser and I have a Safari Browser which makes me ineligible for their services. However, I received an email indicating that I am beyond the 30 day refund policy. I replied that Netgear broke our contract by changing operational systems. I want a refund because I am no longer able to use their services through no fault of my own.******* ******,If you have any questions, please do not hesitate to contact me.
Business Response
Date: 11/06/2024
Hi ******* ******,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues. I would first like to thank you for your feedback.

We acknowledge your request to cancel and refund your ProSupport - Premium Support. As you have used this contract for support and your request is beyond the refund policy, we cannot offer a refund at this time.

However, we will have management review your request for a refund and I'll send you an update once I have the information.

We apologize for the inconvenience that you have experienced.

Yours in Service,

******* *.
************* Advocate
**********************

Customer Answer
Date: 11/07/2024

Complaint: 22515504

I am rejecting this response because: the email reiterated that I had past the allotted time for a refund. The company did not take into consideration that I cannot utilize the assistance from the technicians because the company changed to the Chrome Browser during my contract . Therefore, Netgear voided the contract.

Sincerely,
******* ******
******* ******
Business Response
Date: 11/09/2024
Hi ******* ******,

We apologize if we're unable to resolve the issue at this time when you contacted our support.

Premium Support is a comprehensive support plan for your home and office. Enjoy 24/7 priority access to tech support from NETGEAR experts dealing with home networking device connectivity support, which covers PCs, PC accessories, and software.

We would like to be transparent about the process and regulations that we have to abide by and implement. We reviewed your account, and there are some consultation cases from our support that have been resolved. If the customer's issue was not resolved during consultation, we always refer their concern to a higher-level tier from our engineering team for further assistance.

As I mentioned in my previous response, your request for a refund was forwarded to the higher management. I'll send you an email once we have the confirmation.

Yours in Service,

******* *.
Customer Care Advocate
**********************
Initial Complaint
Date:10/24/2024
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 networking smart switch from NETGEAR.. the gs105Ev2 switch. It worked briefly until I started changing settings then I was forced to contact support to get the device to start working even after resetting it to factory settings. After sitting on hold for an hour or more multiple times I had it sorted out. This was all within the 3 month support period today my router died and I was forced to use the switch again. The switch again didnt work without contacting support and support didnt help. Its basically a 3 month device for $40. It has a hardware support date to 2028 and they made it so the switch would stop working after the 3 months I would consider that hardware since it doesnt work as described. They also dont have support service through phone # for the product and you cant contact any support unless you purchase a ticket. So it becomes a pay to use product whenever they feel like disconnecting a user. Not as advertised b.s.
Business Response
Date: 10/26/2024
Hi ******* ******,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

We reviewed your account, and you still have a pending case (********) with our support. I'll advise them to forward your issue to the concerned department immediately, reminding them to reach out to you as well.

I'll be monitoring its progress and we apologize for the inconvenience that you have experienced.

Yours in Service,

******* *.
************* Advocate
**********************
Initial Complaint
Date:10/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint is the lack of support Netgear has provided on the flagship router 970B ordered directly from their online store. The issue began early Sept when I opened a ticket and expressed an issue that prevents 2.4ghz devices from properly connecting to the *** network created within the router. Connecting any device to the routers *** ssid and performing a speed test showed with no internet connection or an extremely slow .23download and no upload speed. The routers wifi 6/7 connections were displaying 2GB down and 1.5GB up on a 5GB fiber ISP connection. Provided this detail to Netgear support team who valided a new unit was going to be shipped (RMA). Received an *** request for all items including invoice etc. Provided all details and paid for advanced shipping to avoid an outage at the house using a 2400$ router system. The Netgear RMA team cancelled my advanced shipping and stated a non returned item from 2020 needed to be resolved. The item in question was lost in shipping and I paid for the lost item and was reimbursed by the shipping company. Their system of record is horrendous and they now expect me to ship my router in and wait to receive a new one. This is unacceptable as they know the issue was resolved but the last support *** stated their hands were tied due to the advanced being denied once already. This is a consumer nightmare and Netgear should be held accountable for not properly managing their systems and honoring warranty items. I've lost 30+ days of warranty dealing with this issue. Not to mention the 30+ days of no *** capabilites. I need a real resolution or I will be taking it to my credit card company for fraud and restitution.
Business Response
Date: 10/23/2024
Dear Mr.*** ******************* hope you are well. My name is Jinky from the NETGEAR ************* Team. I understand from your recent correspondence
that you have submitted a complaint regarding Guarantee or Warranty Issues and the lack of support Netgear has provided on
the flagship router 970B ordered directly from our online store. I would first like to thank you for your feedback and providing
the details to Netgear support team who validated that your faulty device needs to be replaced with a new one.

I apologize if the prior RMA was canceled for whatever reason, however I wanted to inform you that we received approval from the
Higher management will move forward with your RMA ******* for Advance Next Business Day.

I have personally taken the time to review your concern and I am glad to know that your issue is now resolved.

I will continue to monitor your case until you receive the replacement unit.

If you have other concerns with NETGEAR, please feel free to email us at *********************************************************************.

Thank you for your understanding and have a great day!

Regards,

***** *.
************* Advocate
**********************
Initial Complaint
Date:10/15/2024
Type:Delivery 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 ordered a M6 Pro unlocked mobile broadband router on 27 Sep 2024. Netgear provided a **** package pickup number but not a package tracking number. I notified NETGEAR whom informed me it was my responsibility to investigate the status of the tracking number provided. After several contacts to NETGEAR I was finally provided 2 additional tracking numbers. 1 number had activity and showed a Delivered status. And the other package mailed at the same time - tracking number only indicates in transit to the next facility with no updates for 18 days. This package never departed the state of **********. **** policy is if a package has no activity or movement for 12 days it is considered lost and the shipper should request to investigate the status of the shipment. I forwarded all of this information to NETGEAR whom refuesed to do anything other than advise the package was shipped and they are monitoring the status. NETGEAR has refused to contact the **** to investigate the package or replace the missing item in transit. This device is a high value item and NETGEAR listed the Commercial Invoice and Packing List on the outside of the box. No wonder why a high value is item is missing and/or lost in transit. At this point I am seeking an immediate replacement for the lost item that I paid for in full or immediately cancel this transaction. NETGEAR has proven to be a company that only takes customer money and refuses to satisify the terms of any sales agreement. I have not received my product to date.Regards, ***** *******
Business Response
Date: 10/16/2024
Hi ***** *******,
I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the delivery issues for your Order *******. I would first like to thank you for your feedback.

We reviewed your order and confirmed the delay in delivering the item by the courier. We immediately notify the warehouse, and we are working closely with them. Currently, we noticed a movement of the package on 10/14/2024. I assure you that the warehouse will coordinate with the courier if there is no progress seen after 24 hours.

We will keep you updated on its progress and we apologize for the inconvenience that you have experienced.
Yours in Service,

******* *.
************* Advocate
NETGEAR, Inc.

Customer Answer
Date: 10/18/2024

Complaint: 22427118

I am rejecting this response because:

This package has been lost for 20 days and counting. The only impact in this situation is to the receiving customer. As of yesterday, per the **** I am the only party that has been in contact with the company with regard to tracking this package. That means no one from NETGEAR has made not even one follow up on this package. So offering to check the status 20 days later offers no value to me.

Furthermore, with respect to other direct emails sent to your company, your window of resolution is quickly coming to an end. Per my previous notification to you... you have until close of business today (Eastern Time Zone) to complete one of two actions:
1 - ship a new order with confirmation
2 - refund my purchase money in full

Initiate either action before close of business. You have done nothing but advise me my order is in transit and I do not accept being blown off and disregarded any further.

Sincerely,

***** *******
Business Response
Date: 10/20/2024
Hi ***** *******,
I hope this email finds you well.
We are still monitoring the delivery progress of your order and working closely with the warehouse. We apologize for the inconvenience that there was a delay in delivery of your order *******. We raised this concern and have management review your request for refund. We will send you an update once we have the information.
We appreciate your patience.

Kind regards,

******* *.
P. **************
E. **********************************************************
**************************
Initial Complaint
Date:10/10/2024
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.
Purchased ** 60 in March 2024, every time I loose internet my devices do not connect, tech has me on phone for at least 3-4 hours making changes, running up and down my stairs resetting. Then I had to purchase tech policy for $169 to get back on line. Then switched to tier 2. Now on the phone for 5-6 hours while they gather information off my computer and debugs..come to find out I have to change WiFi name and password every time. ********* have no fix. I would like my $131 for the unit and my $169 for my policy refunded. I have had a stroke, and have anxiety over this I am 69 years old and cannot climb and reset all my devices every time this happens. Case #********. Equipment should have never been sold.
Business Response
Date: 10/10/2024
Dear Ms. Dorothy Catalano,

I hope you are well. My name is Jinky from the NETGEAR Customer Care Team. I understand from your recent correspondence that you have submitted a complaint regarding Guarantee or Warranty Issues and devices won't reconnect/can't connect to the wifi after power outaged. Need to reset and create a completely new SSID credentials in order to reconnect all client devices. 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 we currently working with case 48591131, and with the relevant team for the refund.

Thank you for your understanding and have a great day!

Regards,

Jinky G.
Customer Care Advocate
NETGEAR, Inc.
Initial Complaint
Date:10/03/2024
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.
On September 4, 2024 I opened a support ticket #******** because I was getting extremely slow wireless connection speeds on my Orbi 6 mesh system. They escalated my case to level 2 and the engineers because they have been unable to figure out what's going wrong. Since September 4th, I have been on 20 phone calls and they still have been unable to resolve the issue. About 6 weeks ago I started experiencing the slow wireless speeds. I initially contacted ******** my ISP provider. We determined that the issue was with my Orbi Router and satellites. I have a premium support plan with Netgear and after contacting them and resetting the router to factory settings it was determined that the issue was with my satellites. When my devices are connected wired or wirelessly to the router my speeds are good. When connected to any satellites, speeds are extremely slow. I have an RBR750 router and 2 RBS750 satellites. I also have 2 RBS850 satellites and 1 RBS50Yv2 outdoor satellite/extender. According to Netgear all components are compatible with each other. Ever since I've had the outdoor extender nothing has ever connected to it. I spent $1,160 on a system that up until 6 weeks ago was mostly working fine.I have now spent countless hours with support trying to get this resolved. I am in a live/work situation and have been unable to use the wireless. I have been promised call backs from support, which never happened. I just tried calling Netgear's corporate office 4 times to file a complaint. The operator is always on another call and can't be reached. It seems like Netgear is preventing anyone from actually connecting to a live person in their corporate office. I am extremely frustrated at this point. I just need my Orbi system to function as promised. This has been the worst customer service experience I've ever had.
Business Response
Date: 10/08/2024
Dear Darin Humecki,

I hope you are well. My name is Jose from the NETGEAR Customer Care Team. I understand from your recent correspondence that you have submitted a complaint regarding Guarantee or Warranty Issues and the internet speed that you are getting 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 already and currently working with our L3 Engineering team on case 48509310, and they are still isolating your issue. Please be advised that replacement is not a guarantee that will resolve your issue. You might as well continue working with our L3 Engineering team for proper resolution. Also, once they find your device faulty and needs to be replaced, they are the ones who will do a replacement request for you.

Thank you for your understanding and have a great day!

Regards,

Jose B.
Customer Care Advocate
NETGEAR, Inc.
Customer Answer
Date: 10/31/2024

Complaint: 22377959

I am rejecting this response because:
I filed the support case #******** on September 4th of 2024. In 5 days it will have been 2 months that your support team and I have been working on this issue. They still haven't figured it out. I am in a live/work situation and also use the internet for business.
I haven't been able to use my WiFi setup since September 4th and it has greatly hampered my and my business partner's ability to perform. I have spent countless hours on the phone, setting up the satellites, taking them down, repositioning them, retesting, updating, downloading debug and log files and then uploading them. Sending floor plans and photos so the support team can understand the space. The space is an open warehouse space for the most part so there shouldn't be an issue.
I didn't have any issues with any of the satellites or my router until the last week of August. It happened to ALL my satellites at the same time! Which is really strange. A friend I know who has government contracts in tech suggested that possibly someone hacked into the satellites and was stealing bandwidth. If that's the case, then there are serious security issues with the satellites. When I mentioned this to your tech department, they said that's not possible. My friend who suggested this possibility works directly with the Chinese and is confident that this is something that is happening here in the **.
Bottom-line, it is now going on 2 months and nothing has been resolved. I should be sending you a bill for all the time and effort that I've expended with no results. I'm extremely frustrated and exhausted dealing with this. For a system that I spent over $1000 on, this shouldn't be happening! Warranty or not...this happened to ALL the satellites simultaneously! Either you stand by your products or not. If this isn't resolved soon, I will be contacting your corporate executives on this matter.

Sincerely,

***** *******
Business Response
Date: 11/10/2024
Hi ***** *******,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team.

We understand you are unhappy with your recent experience with our support teams. We have checked your account, and your case ******** is still open and under review from our higher-level tier support. Both engineering and support were working closely, and we apologize for the inconvenience if the issue is still unresolved.

We have notified them for you, and we will be monitoring its progress. We will inform the higher management if we need some information or options that can be helpful with your concern.

We appreciate your patience.

Yours in Service,

******* *.
************* Advocate
**********************
Customer Answer
Date: 11/19/2024

Complaint: 22377959

I am rejecting this response because: In regards to my case # 48509310, your higher level tech support solution is to refund my Pro Support subscription because they couldn't solve the problem. This is unacceptable because it still does not solve the issue of 4 satellites suddenly stopping to function at the same time. I am left with equipment that I spent over $1000 on that i cannot use. It is now going on 3 months and this has affected my business and livelihood. I have been more than patient. At this point I am extremely frustrated and angry. You need to do something about this!!!!!!

Sincerely,

***** *******
Business Response
Date: 11/20/2024
Hi ***** *******,

We understand you are unhappy with your recent experience with our support teams, and we apologize for the inconvenience if the issue still occurs.
We received an approval from the higher management regarding your request for a full refund of the ProSupportPremium Support with contract 12859462.
Before we proceed with this refund process, we would like to collect the unit Orbi AX4200 Wi-Fi 6 System Satellite (RBS750) SN: 6678337GD009E, which was issued for testing related to your pending RMA *******. Kindly use the shipping label included inside the package you received and ask for assistance from the FedEx courier nearest your home for its return.
Please refer to your open case 48509310 for further assistance.
Kind regards,

******* *.
Customer Care Advocate
**********************

Customer Answer
Date: 11/25/2024

Complaint: 22377959

I am rejecting this response because: I DID NOT request the Pro Support refund. Your ******* Team did that on my behalf without my consent because they couldn't solve the issue with all 5 of my satellites.

You keep stating that you are "sorry for the inconvenience" of YOUR equipment not working properly and the inability of YOUR technical team to solve the problem. After 3 months of not being able to use the equipment and the back and forth between your tech team and myself, I assure you it is more than an "inconvenience". It has hampered my ability to do business and has taken countless hours out of my life. I should be sending you a bill for all the "inconvenience" and hours that I have spent trying to resolve this.
If you do not take this to your higher management to resolve this issue. I will be forced to address them directly myself.

Sincerely,

***** *******
Business Response
Date: 11/27/2024
Hi ***** *******,
We acknowledged your comment, and we understand if the services offered by NETGEAR do not meet your expectations. We would like to inform you that your devices were already two years outside of warranty, and we are still rendering our support to align your system according to your preference.
We have the higher management approved of the ProSupport-Premium Support contract not to end our support assistance, but this serves as a gesture of goodwill. We are happy to refund the contract in full, and we are willing to assist you further with the issue at hand as a courtesy.
We apologize if we cannot give a guarantee to fix all issues, as many of them are environmental and we are not able to replicate from our support's end. Please let me know when we will have the additional satellite we provided for testing returned to our warehouse, and we will proceed with the refund process.
In the event you accept our technical support assistance, we will provide the unit if it is needed again for another testing.
Thank you for choosing NETGEAR.

Kind Regards,

******* *.
Customer Care Advocate
NETGEAR, Inc.
Customer Answer
Date: 12/02/2024

Complaint: 22377959

I am rejecting this response because:
This is an unacceptable response. All you are doing is acting like you are doing me a favor by even attempting to honor my paid Pro Support, which is utterly ridiculous! Even though I my satellites are 2 years old, I purchased the Pro Support in good faith to ensure that all my Netgear equipment would continue to perform well as it had when I first purchased them. The fact that this happened simultaneously to all four satellites, both the 750's and the 850's is unusual and strange.Your claim that it is environmental just because your level 3 tech team couldn't figure it out is a very convenient excuse. You seem to be leaving me with no other choice but to contact Netgears's top executives directly in order to resolve this matter. I am tired of these responses going around in circles with you never directly addressing any that I have requested.

Sincerely,

***** *******
Initial Complaint
Date:09/28/2024
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 had an issue with my Orbi 970B router. I called Netgear support on Saturday September 21st. The representative told me that I am out of Netgear 90 complementary support and in order for him to check my equipment I need to pay $170 for 2 years warranty upfront. When he saw I am a little confused he said I can pay $99 for 1 year support.Then he informed me that my 1 year replacement warranty is expired already. I asked when I purchased the router. He reolied September 22nd 2023. I immediatelly told him that today is my last day under thewarranty. And representative told me no. Then he pushed me again to pay money upfront. And I desided not to pay for something I am not even sure can be fixed.I saw my router works abnotmally-blinking WHITE all the time non-stoo,even after factory reset!? And I decided to call Netgear Support again. Another representative tild me that he sees my case ******** from yesterday about bkinking light. Then without askung for money payment upfront he started troubleshootin my router with me. We did 30 sec factory reset. It did not help. Then he even asked me to connect my laptoo directly to the router via netwrk cable. Also no luck . Network ORBI did not appear. He said -it is a hardware issue. And he would have claumed a reolacement router but my warranty expured just yesterday!? I exolained ti him that I did call yesterday to report the sa.e issue. He said that he understand thebsituation and he will send an *** requrst on my behalf to the *************** Service, which is btw not accessible to general public for some unknown reasons. I can only speak to support or fund out info about my existing order. That is all options availavle to the vustomers.Again the case#********. Please resolve it in my favor. I am a very ling Netgear customer. I was buying a lot of previuis generations of Netgear router and extenders I have adisaster at home My network is not working because of router 2 Netgear satelites are also off Paid total of $2700
Business Response
Date: 09/29/2024
Hi **** ****,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Service Issues when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback.

NETGEAR Inc. can 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.

We reviewed your account, and we will proceed with your replacement request. Please refer to your case ******** for further instructions.

We apologize for the inconvenience that you have experienced.

Yours in Service,

******* *.
************* Advocate
**********************
Initial Complaint
Date:09/24/2024
Type:Sales and Advertising 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 and have had support case ******** open since 9/13/24 (11 days) for a failed router that is under hardware warranty and have provided all requested documentation of purchase to Netgear. Their service has been horrific and I have yet to receive a replacement router, despite providing their customer service center with all the information requested. Their technical support team is also off-shore and has no option to escalate to the **************** team who has the ability to process replacements. They also have no management support and the agent I spoke with had no idea of the proper escalation procedures to escalate a case for a dissatisfied customer. VERY disappointing, Negear. This is one unhappy customer.
Business Response
Date: 09/27/2024
Hi ***** *****,

I hope you are well. My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Advertising Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback.

We have personally reviewed your complaint, and based on system verification, we have determined that the reason our service support was unable to handle your replacement request during that period was that the product you were using was detected as having been acquired after registration as used. Therefore, in order to receive further updates and verification, supports must escalate the case number (********) to our internal team.

As soon as they had finished confirming your eligibility for the product warranty, they processed your replacement with RMA#*******. Please be aware that your replacement is being processed right now, and you will receive an email with tracking information as soon as it ships.

We would like to convey to you our sincere apologies for the inconvenience you have experienced.

Kind regards,

****** *.
************* Advocate
**********************
Initial Complaint
Date:09/16/2024
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 just purchased a netgear service that comes with software updates and lifetime troubleshooting. I was told it will help with with my internet speed issue. After all the updates and troubleshooting, however it didnt do anything to help with my internet speed. I contact netgear to request a refund but theyre either ignoring me or refusing to issue the refund. Please assist
Business Response
Date: 09/17/2024
Hi ***** **,

I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues. I would first like to thank you for your feedback.

We apologize for the inconvenience if the issue you raised with the support team is not resolved. We would like to gather some more information, as you have mentioned purchasing a lifetime service contract amounting to $249.99.

-Where did you find the number to call?
-Do you have the number/URL of the website?
-Did the agent claim to be NETGEAR?
-What was the name of the service they were sold?
-Can you send a screenshot of the transaction/invoice?

We also would like to pull up your account for review, kindly provide the details:
Device serial number:
********************** Email account:

We look forward to your response.

Yours in Service,

******* *.
************* Advocate
**********************

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