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:09/14/2024

  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 am trying to call **** for technical support. When I moved the Orbi Phone App to my new phone (from an iphone12)To iPhone 15 pro All of the sudden my Orbi Mesh System wont work.I tried to do an admin app setting but Netgear has apparently eliminated that and it sends you in a spiral saying to download the app but then the app does not have the menu settings that it apparently used to have. When I called the customer assist phone number I cannot understand the accents of the people on the other end of the phone.They wanted $249. To reset the software And feeling bent over a barrel I resigned but the manner in which payment was collected seems very suspicious.And since then every time I go on the Internet it sais insecure and suspicious site. So Im concerned this whole customer service experience was fraudulent and now Ive been hacked because of information they collected from me. And my systems is still not working

  Business Response

  Date: 09/15/2024

  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 referred your concern to the higher level of our technical support, and they will arrange a callback during business days and hours to your phone number **************. Kindly keep your phone line open, and if you have a preferred time, please let me know so we can inform them and reach out to you accordingly.
  
  We would like to gather some more information to better understand the situation when you tried to reach out for technical assistance.
  
  -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 apologize for the inconvenience that you have experienced.
  
  Kind regards,
  
  ******* *.
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:09/12/2024

  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.

  Around Sunday, September 8, 2024, I experienced slow internet. I called my internet provider and went over all the troubleshooting steps they require which resulted in no issues on their end. They did suggest I reach out to Netgear because it may be a hardware issue with the device. I called ********************** and went through all the trouble shootings steps they require such as removing the coaxial cable and reattaching it. Unplugging and replugging the power cord. I even went a step beyond and performed a hard reset of the device that did not result in any increase internet speed. Every time I called, I am pressured to purchase an extended plan to diagnose any issues, even if it's a hardware issue that I am still under warranty until Spet 30 I spoke with an individual who stated their name as "RJ" and he could only 'selectively' hear me then I was transferred to "Puyanna" who hung up on me. On Sept. 11, I spoke with "Shayja" and after being pressured to purchase the warranty again, I requested to speak to a supervisor. After ***************************************************************** a half hour. I never rec'd a call. I called on the afternoon of Sept. 12 and spoke with "*******" who was rude and dismissive. I mentioned I was taking notes and asked if he could give me his last name or an ID number but said "make sure you right this down, I am not giving it to you!" I then asked for his supervisor to which he replied, "mention that also, that I am not giving it to you!" Finally, I asked where is the call center located to identify which ******* I may have spoken with and he said. "Don't waste my time!" and terminated the call. I called again and got "****" who informed me when I asked where he was located stated "Sacramento." I mentioned my latest interaction to him and he advised me to call the ***************** Line, ************. I spoke to "Raj" and he gave me a case# ******** we went over additional troubleshooting (please send email...Need more space)

  Business Response

  Date: 09/14/2024

  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 would like to request a clear or readable photo of the device, the back and bottom of the unit containing the *** MAC, IMEA, etc., and a copy of your proof of purchase or receipt for the Nighthawk AC1900 Wi-Fi Cable Modem Router(C7000v2) to update the entitlement of your device.
  
  We apologize for the inconvenience that you have experienced with the support team. We have checked your account, and we are glad you have been properly assisted with the case ********, and coordinating your concern directly with the **************** Provider.
  
  As you had been advised in monitoring the router, please let me know if you need further assistance with the support, and I will arrange a callback from the higher-level tier of their team.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22279018
  
  I am rejecting this response because: I was not properly assisted with my device and I still have a few more paragraphs of my complaint that couldn't fit in the space when I filed this report.
  
  I can send you the photos of my recent and all the angles of the device but I would like to know what will be the outcome of that and where do I send these photos? 
  
  I purchased another Netgear, same model as the defective one, and that is now working. Is there an explanation for this? Please advise. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/20/2024

  Hi ******* *******,
  
  We understand you are unhappy with your recent experience with our support. Thus, I referred this issue to a higher-level tier of technical support this time. They will arrange a callback, and you may keep your phone line open within 24 hours and kindly check your email for any follow-up as well. 
  
  We want to advise you that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in the event of a product defect or failure.
  You may provide the proof of purchase and a photo of the serial number on the device to the team and they will assist you on how to upload those requirements in your case for the warranty entitlement.

  If you have further queries, please don't hesitate to ask our technical support for information.

  Yours in Service,
  
  ******* *.
  Customer Care Advocate 
  **********************
  
  

  
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22279018
  
  I am rejecting this response because: You stated that I would receive a call 10 days ago in your first communication and I have purchased another Netgear Modem/Router that is now working correctly that proves that my original device had a hardware issue that your representatives refused to assist me with unless I paid an additional fee. I am under warranty until 09/20/2024 and I need you to advise me if you are going to refund me my purchase or instruct me to return the new modem/router by 09/26/2024 if you are going to fix or replace the defective one. IMMEDIATE CORRESPONDENCE IS NEEDED ON THIS ISSUE! 
  

  It has been 3 weeks of inconsistent instructions and pushback since this issue began. 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/06/2024

  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.

  On Thurs. 8/1524 my WiFi no longer worked. I checked with Spectrum, my internet provider, who stated it was an issue with my Netgear router. I Netgear for technical support and they stated my equipment warranty had expired, and made me agree to pay for 1 year of technical support prior to getting assistance, including entering debit card info. After an hour and eight minutes on the phone and following the "tech's" instructions to reset this, and unplug that, my wifi was restored by entering the admin password printed on a tag on the bottom of the router. He then tried to "hard sell" me an additional year of tech support for another $69. I refused stating I felt they disabled my password in order to extort me for $99.99.

  Business Response

  Date: 09/07/2024

  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 Advertising 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. 
  
  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 apologize for the inconvenience that you have experienced. We have now processed a refund amounting to $99.99 and this will be reflected in your account in 3-7 business days. We have also canceled the contract so you will no longer be charged.
  
  For future technical assistance, kindly contact them only at ************ and select option 1, or send an email inquiry to: ***********************************************************
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:09/05/2024

  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.

  Netgear are scammers who try to force you to buy their customer support when their product doesn't even reset *********** they are forcing users to pay for customer service for faults on their own devices which is fraudulent

  Business Response

  Date: 09/06/2024

  Hi ****,
  
  I hope everything is good with you.  I'm ******, and I work for NETGEAR, Inc. as a ************* Advocate. We know from your most recent email that you have filed a complaint about issues with refunds and exchanges and how you were handled by the support staff when you contacted NETGEAR to ask for assistance. Firstly, we would like to express our gratitude for your feedback.
  
  We have personally reviewed your complaint and attempted to use your phone number to find your information from our system; but, the most recent record we have for your phone number ************** was on September 2, 2015, at 09:43 AM. There isn't an account for your email address ******************** either. Could you tell us the number you called and how you obtained the number to call?
  
  We look forward to hearing back from you.
  
  Kind regards,
  
  ****** *.
  ************* Advocate
  **********************

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22247617
  
  I am rejecting this response because:

  I Paid over 300 dollars for a Netgear nighthawk. It was problematic to install the first time yet the reset button worked for it.

   

  Now after the 90 day warranty expired the reset button no longer works and the nighthawk just reconnects to the last system it connected to.

   

  In order to fix this issue I have to pay up to or over 100 dollars for customer support to fix the issue.

   

  Your company are legal scam artists and I wish to refund my nighthawk system that your company sent out defective (I wouldn't be surprised if you sent it knowingly also).

   

  I no longer want any business from Netgear after said refund
  
  Sincerely,
  
  **** *********-******

  Business Response

  Date: 09/16/2024

  Hello ****,
  
  This is to acknowledge your response and we wanted to understand what happened on your encounter with support.
  
  Since we can't find any registered product to your account nor any records of contact, we are wondering maybe you talked to a third-party pretending to be a NETGEAR support site. NETGEAR is aware of a growing number of phone and online scams and that's why we are asking if you can tell us the number you called and how you obtained the number to call?
  
  NETGEAR will never call you and ask you to install an application such as ANYDESK on your device or ask you to make a financial payment on the spot in return for support. If this happens to you, please hang up the phone and call 1-888-NETGEAR.
  
  Kind regards,
  
  ****** *.
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:08/27/2024

  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.

  One of our Netgear Nighthawk MR1100 Router failed. I ordered another one and was sent the newer model, MR6110. The newer model, has an issue/bug and a case was opened with Netgear Support in February, 2024 (case no. ********). I have sent detailed information on the issue that clearly indicates that there is an issue with the current firmware. Within the first couple of months, I was contacted several times regarding this issue. Now, I receive an email each week from Netgear Support, stating that they are still waiting on a response from the Engineering team. I have even stated that if they can't fix the issue, to exchange the device for the older model, MR1100, however, the Engineering team has not responded to that request either. The bottom line is that they have an issue/bug/problem with the MR6110 devices that should be fixed. I believe that now, they are simply sending me weekly emails, hoping that I will drop the case. I do not believe that Netgear should be selling a defective device and someone, at a higher level, should be made aware of this problem. At this point, all of my case notes are still on the Netgear website.

  Business Response

  Date: 08/28/2024

  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 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 the NETGEAR MR6110 is exclusively distributed by an **************** Provider, along with its product warranty as per the signed agreement. However, we can extend and offer our technical support service if the customer encounters an issue with the unit.
  
  We apologize if we're unable to resolve the device's issue at this time and are waiting for an update from the engineering department. Let me assure you that the team was working closely for its resolution. 
  
  We understand you also requested to change this unit into MR1100. We highly recommend inquiring about this request with your **************** Provider as they previously offered you an upgrade.
  
  We are monitoring your case's (********) progress and waiting for its outcome.

  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  NETGEAR, Inc.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22202094
  
  I am rejecting this response because:

  Please, if you are going to respond to a complaint, at least respond with valid and truthful information. I have been working with Netgear since the 1980s and what you are saying is simply incorrect.  The MR6110 is NOT exclusively distributed by ISPs. I can go right to Amazon and purchase the same product, register the product on your website and open a support case.  So, Im not sure why you would want to dump this problem on an ISP.

  The whole purpose of my complaint was to get Netgear to fix an issue/problem/bug in the firmware of the newer MR6110 device.  I reached out to Netgear in February 2024 regarding this problem.  I spent a lot of time troubleshooting the problem and passing the information along in my case.  After a few contacts about the case, the case suddenly went cold.  I then began receiving a weekly email stating that they (the initial support team) were waiting on a resolution from the engineering team.

  After six (6) months of no resolution, and being told that I could NOT speak with the engineering team directly, I had to resort to opening this complaint.

  The interesting thing is, as soon as I submitted the complaint,I received an email from the Senior Staff Engineering Product Manager!  Through our correspondence, I found that there really is an issue/problem/bug with the MR6110s firmware.  However, as a result of another issue with UDM Pro, a Band-Aid fix was put in place that severely restricted the ** Passthrough function and, in my case, makes the device unusable in our environment.

  The manager did send me another device that functions correctly.  I am awaiting a response from him regarding our correspondence before closing this case and the Netgear support case.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/16/2024

  Hi *****************,

  This is to acknowledge your response, and we understand that there's some confusion from the previous correspondence.

  We are glad that our Senior Staff Engineering Product Manager, *****************, reached out to you directly and offered a resolution. It seems that your engineering case # ******** has been closed as you requested; we will then monitor this issue until you have a word from *****************. In case you need further assistance with your replacement unit, please do not hesitate to contact our support at ***********************************************************.

  Yours in *************************************************** Advocate 
  **********************
  
  

  Customer Answer

  Date: 09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/26/2024

  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 aug 14th 2024 troubleshot with Netgear tech support who identified the problem with the device. ********************** Tech Support identified the problem and escalated to tear 2 for replacement. Unable to understand the girl who called me to have the unit replaced due to her mumbling. I called Netgear was placed on hold for over *********************************************************** management. I was Hung up on. I did received a call from *** in the *********** stating a supv. has been notified and will return my call today sometime.I want this unit replaced as soon as possible with a ninety day extended warranty from the date i receive the new unit, not from the date of purchase. Due to the unit having to be replaced due to being affected and not operational as prescribed. Netgear case was opened on August 22 and even before that but lets go with the 22 and still having this issue today. I want to speak to a supv. about calling in and the call not being forward to a supv.

  Business Response

  Date: 08/27/2024

  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 Guarantee Or Warranty Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would like to convey to you our sincere apologies for the inconvenience you have experienced.
  
  We have personally taken the time to review your case, and we can see that you worked with our technical support team regarding the issue with your device. Troubleshooting steps have been conducted, and they found out your device is faulty and needs to be replaced. 
  
  Please know that we have already initiated an RMA (*******) for the whole kit, and an encrypted link has been sent to your email for you to complete. 
  
  If you still have any technical issues or concerns about your NETGEAR devices we can ask our support experts to assist you. Otherwise, you can contact Support via this link: *********************************************************** or dial ************** Press 1 for Technical support.
  
  We appreciate your patience and understanding.
  
  Kind Regards,
  
  ************
  ************* Advocate
  **********************

• Initial Complaint

  Date:08/26/2024

  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 an internet router from Netgear and was having issues setting it all up. I called their support and got told that I had an expired security plan that is needed in order for the whole thing to function and got charged $320. Afterwards the router still did not work so I did some research and it turns out it was a scam and was not needed at all for it to work. Then after calling back to cancel they said they already spent the money that was still processing on my bank account and could only give me $150 out of the over $300 I spent.

  Business Response

  Date: 08/28/2024

  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 and the service you received when you contacted support and asked for help with your device. I would first like to thank you for your feedback. 
  
  We apologize for the inconvenience if you have reached out to other support for assistance. We would like to inquire on how you found the number you called or the website. Does the agent claim to be NETGEAR?
  
  We would also like to request a copy of the invoice or receipt with this transaction for review with the higher management.
  
  We look forward to your response.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22197387
  
  Hi, I am sending this as a reject response because I wanted to reply back to the questions but did not want to open another case. I found the number by looking up netgear support number on ****** and went through what seemed like their official website. They also did claim multiple times on the phone to be Netgear. And attached to this is a picture of the transaction from my credit card. I had called back to ask for a refund and they were only willing to give around half of it back because they spent the rest of it even though it had not fully processed yet so the $170 is what they still took. Thanks! 
  

  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/16/2024

  Hi ****** *****,

  We appreciate your feedback and would like to gather some more information to better understand its occurrence.
  
  Do you have the number/URL of the website?
  What was the name of the service they were sold?
  We do not see any attachment from your previous response; can you send a screenshot of the transaction/invoice? 

  If you need further assistance with your NETGEAR device, kindly contact them only at ************ and select option 1, or send an email inquiry to: ***********************************************************

  We appreciate your patience.

  Yours in Service,
  
  ******* *.
  Customer Care Advocate
  **********************
  
  
  
  
  
  

• Initial Complaint

  Date:08/23/2024

  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.

  Simple request for help since I am also suddenly unable to access my nighthawk app. The password is no longer valid and they are trying to extort me to sign up for their service plan. There is no way to call and talk to a human and the links that they sent me are marked suspicious by my browser.The linked article they sent is not helpful

  Business Response

  Date: 08/24/2024

  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 ******** Services 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 inquire about your best contact phone number and preferred time to arrange callback assistance from the higher-level tier of our technical support team.
  
  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to a new house approximately one year ago. At that time, I upgraded my Xfinity home internet speed to their best available service. In order to best utilize my new internet service in my new home, I ordered a netgear orbi mesh WiFi system from netgear. I had several problems when installing the equipment. They made me pay more money for their tech support about 3 months after the purchase because the equipment was not working correctly. One of the satellites would not sync. After spending over 3 hours with customer service, they sent me a replacement satellite. I had the same problems with the replacement satellite. At that time, I had to pay a company to come in and program the satellite to the latest firmware for the satellites to work. This was some time in December. After that, I still never had good internet *************** I always chalked that up to an issue with xfinity; however, Xfinity recently did upgrades in my neighborhood. I had their customer support come to my house to check the speeds I was receiving, and at that time, they confirmed that I was in fact receiving the high speeds, but that my netgear equipment was defective. At that time, which was almost 2 weeks ago, I put another call into netgear tech support. This lead to half a dozen calls totaling almost 4 hours to work through troubleshooting. After they were satisfied that they could not fix the equipment, they told me I qualified for a replacement. I was told I would receive it within 48 hours. This is now 1.5 weeks after they told me I would receive a replacement and I still havent received it. I still have an open case and their customer service only lets me know the status of my case after I call or email again. At this point in time, they are refusing to send me a full replacement kit and are telling me that they dont have a replacement router in stock. I believe I am entitled to a whole new system if they cant get me a replacement by now.

  Business Response

  Date: 08/20/2024

  Hi *******************************,
  
  I hope you are well. My name is ****, and I am from the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding guarantee or warranty issues. I would first like to thank you for your feedback.
  
  I have personally taken the time to review your account, and I can see that you are having an issue with your device. You have already worked with our technical support team, and undergone troubleshooting steps, and they found out that your device is faulty and needs to be replaced. 
  
  Also, we can see that your device is still under warranty, we have now processed an RMA (*******) for the whole kit, and to proceed, could you please provide your updated shipping address? 
  
  Contact person's name: 
  Contact phone #: 
  Email address: 
  Shipping address: 
  
  Thank you for your understanding and have a great day!
  
  Regards,
  
  ************ 
  ************* Advocate
  **********************

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I owe the following information:

  Contact person's name: *******************************
  Contact phone #: ************
  Email address: ****************************
  Shipping address:                                          ********************************

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/15/2024

  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 Netgear Mesh WIFI system from a large online retailer. After setting up the system - which I had to manually setup as the provided APP did not work, it became apparent that while the router worked fine the range on the satellite was very poor, essentially making the system ineffective. I spent more than an hour with the technical support, troubleshooting the issue, and after the updating the firmware, the system worked slightly better. I again called troubleshooting and after spending another hour, performing the same troubleshooting, the technician pronounced the system working as my computer would connect to the satellite when they were right next to each other. The purpose of the mesh system is to broadcast the Wi-Fi signal throughout a building, to eliminate the need to have the computer adjacent to the router/satellite. After reviewing the Warrantee, I call technical support to request an RMA. Technical support again tried to have me perform the troubleshooting. After much discussion, and numerous conversations with the technician's supervisor, and payment of $16.00 I was able to get an RMA number to get the defective unit replaced. I am submitting this complaint, as it seems that much of the troubleshooting was done simply to eliminate the need to honor the warrantee. I understand the need to confirm that it is not a connection or operator issue, but after performing the same tasks over and over again, and in enough different configurations that it was obvious it was defective, it would be expected that the unit would be replaced. Clearly the technicians are directed to do everything possible to avoid replacing equipment.

  Business Response

  Date: 08/18/2024

  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 assistance you received 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 apologize for the inconvenience if the technical support team conducted a thorough review and troubleshooting process before they offered the warranty entitlement of replacement. 
  
  We noticed that RMA *******, a satellite replacement, has shipped, and you will receive it on Wednesday, 8/21/24 by the end of the day. Please let me know if you will need further assistance in setting it up with your system, so I can arrange a callback from the higher-level tier of our technical support team. Kindly provide your best contact phone number and preferred time. 
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************