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:08/14/2024

  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 bought a netgear rax42 router on October 23, 2023 from ********. Yesterday my router locked up and won't let me unlock or factory reset to remove the lock. I even purchased an extended 3 year warranty for my equipment. I've called numerous times to netgear and they refuse to do anything to help me fix my equipment without paying more money to them. I spent almost $300 for the equipment and extended warranty to avoid issues like this. Now they want to charge me even more money before they even try to help me. My children need this in order to do their school homework online and we are on a limited amount of spending money due to the increase in the economy and now these people just want to get richer and take food from our kids mouths. This is very poor customer service on their part and at no point were we advised that they only offered assistance for 90 days. I will definitely steer clear of buying anything else that NETGEAR OFFERS. Spending $300 for only eleven months use is entirely too much...

  Business Response

  Date: 08/15/2024

  Dear JMaghon ******,
  
  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 and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to ask for an apology, as you did not receive any help from our technical support team. 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 contacted our technical support team on 8/14/24 (Case#********). Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.
  
  ******************************************************
  
  As you mentioned, you just purchased the device on 10/23/2023; your device should still be under warranty. We will forward your concern to our level 2 technical support team for further assistance. 
  
  Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback details.
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  Thank you for your understanding and have a great day!
  
  Regards,
  
  ************
  ************* Advocate
  **********************

• Initial Complaint

  Date:08/11/2024

  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.

  Purchased an Internet router from ******* locally. Set up the router as instructed. The router had no information upon purchase that I have to buy a subscription. They turned off my router and now I have no Internet

  Business Response

  Date: 08/14/2024

  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 that the issue is with your ISP as your device was not found on the Xfinity app. We would like to know if you have already contacted your ISP for further assistance. 
  
  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:08/10/2024

  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.

  Case ******** & Original Case ******** Over the past 24 hours, I have been given contradictory information from Netgear support, which I have outlined in the ** attached complaint. **I own multiple Netgear products including Nighthawk cable modem CM2000, Nighthawk WiFi Router RAXE500, 3 Nighthawk EAX80 Extenders, and a Netgear *** switch, all of which have current & active ProSupport coverage.After receiving a ***lacement for a defective cable modem, on 8/5 I spoke with ******* with Netgear support. I inquired into purchasing an extension for my hardware warranty for my cable modem, which is scheduled to end next month. ******* stated there was a Premium Support plan for $169, which would extend hardware warranty coverage for not only my cable modem but all of my Netgear devices for 2 years.I agreed to purchase the plan and was charged. I received a confirmation receipt email (attached), which upon reviewing the terms and conditions, directly contradicted what Netgear Support *** had stated ***eatedly. The terms specifically stated this Premium Support plan **does not** extend the hardware warranty.Just hours later that same day, I sent email to Netgear requesting that the plan I purchased be cancelled and I be refunded. Case ******** was automatically opened.- The following days 8/6 and 8/7, 2 days after purchasing the plan, I still had not received any response from Netgear to my case (********) or request. There had been no updates to case online despite multiple follow-ups.- Reluctantly out of necessity with needing functional networking hardware for my Internet at home, I decided I should keep the Premium Support I purchased on 8/5.- I updated the open case ******** that was opened 2 days prior on 8/5 and still had **NO UPDATE OR RESPONSE FROM ANYONE AT NETGEAR** and stated I wanted to **cancel the refund request** and keep the Premium support service**. Following this update I closed the case.CONTINUED ** REFER TO ATTACHED COMPLAINT***

  Business Response

  Date: 08/13/2024

  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 cases and we can see that your ProSupport - Premium Support subscription has been refunded on 8/11/2024 amounting to $169.99 and this will reflect in your account in 3-7 business days
  
  We would like to know if you still have any technical issues or concerns about your NETGEAR devices so 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
  **********************
  
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22121416
  
  I am rejecting this response because: 

   

  Thank you for your response and for getting back with me. Well I do appreciate that the money was finally refunded on Sunday for the most recent pro support premium to your subscription that I purchased, I actually was told the money was refunded a week prior. I also requested that the support not be terminated, yet Netgear support (despite never acknowledging or responding once to the cancelled refund request says later) removed the support without processing any refund.

   

  As I mentioned in my complaint, I own 6 different Netgear network devices, all with active pro support coverage that does not expire until next month or the latest December between a Netgear Nighthawk cable modem, connect your Nighthawk Wi-Fi router, three Netgear Nighthawk ranger extenders, and a Netgear pro support ***** switch , together all totalling over $2500 dollars.

  Despite having 6 Netgear products with active pro support coverage in light of netgear's mix up with the aforementioned pro support premium plan I purchased, since his recent mix up with Netgear support when I contacted the quote unquote dedicated number for my plan I'm placing to a phone queue where I'm required to wait *********************************** the priority support you. Last Friday I waited on hold almost an hour only to be hung up on after providing my case number to the representative. Another person via chat ghosted me three times when I provided my case number online 

   

  I am requesting that Netgear refund me for the pro support plans purchase for these six Netgear devices, all purchased with pro support plans and all totaling over $2,500 and purchase from Netgear directly. 

  If I am not going to receive the Pro support that I purchased from Netgear, even for a recent issue like this, then Netgear needs to refund me.

  Just this recent issue alone cost me significant time and stress, and after Netgear's mixup on their side, the least Netgear can do refund me if 6843211516BD0 aren't going to provide the ProSupport I paid for.

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

  Business Response

  Date: 08/19/2024

  Hello *************************,
  
  This is to acknowledge your response.
  
  We have reviewed your account more thoroughly and found that, although you have reset and reconnected to the modem, the upstream LED lights are not functioning even when the modem is connected. You first contacted us on July 31, 2024, requesting assistance with your modem. Your ProSupport for Home - Extended Warranty and Support for your CM2000 is something that our tech support was aware of, and they will keep helping you as long as you have this contract.
  
  You requested a refund for your ProSupport - Premium Support on August 5, 2024, because you thought that purchasing this product would extend your hardware warranty. However, after reading the terms and conditions of the Premium Support plan, you discovered that this is not the case. Since it falls within the 30-day cancellation window, we do certainly continue with the refund and cancellation.
  
  All five of your current ProSupport for Home - Extended Warranty and Support contracts were bought back in 2022; they were not refundable because they were purchased more than 30 days ago. 
  
  ADDITIONAL SUBSCRIPTION TERMS FOR NETGEAR PROSUPPORT FOR HOME: **********************************************************************************************************
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  ********************** Support

• Initial Complaint

  Date:08/08/2024

  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 August 2nd, I called Netgear for support with and Orbi 6500 Wifi system. I was told that they could try and help me remotely, and if they were successful helping me, I would be charged a one-time maintenance fee of $169.99. I had the customer service *** ***eat to me that I would only be charged if the issue was resolved, and I was told yes. So they me a pre-authorization link before we started, which I executed. After two-hours on the phone troubleshooting with the tech support person, the problem wasn't resolved. At that point, I realised I would have to purchased a new system (which I did). However, I saw a day later that I got charged the $169.99. When I called back to dispute, they told me it would have to be elevated to another department (which never called me back). So I called them again, and they said that I would be receiving an email alerting to my refund. When I got the email, they said they were only refunding me $120.00, not the full amount. I called them again, told them I wanted a full refund, because their tech support never resolved the problem. Once again I was told that a supervisor would have to look at my case, and that would take more time. I finally called my bank to ***ort this fraudelant behaviour, and issued a dispute. This is the kind of tactics they have been using since I've been using their products. They are heavy handed with selling you "support packages," and bill you immediately. But when you dispute something they give you a song and dance about elevated to other departments, etc. I think they are hoping people will just accept the "partial refund," and move on. I honestly believe this is a tactic with this company. I unfortunately had to by another Orbi system (because it works best with my modem), but I hope I can change to a different system and company down the road.

  Business Response

  Date: 08/14/2024

  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 Repair 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 cases and we can see that your ProSupport - Premium Support subscription was refunded on 8/5/2024 amounting to $120.00 and $49.99 on 8/12/2024 for a total of $169.99, and this will reflect in your account in 3-7 business days
  
  We would like to know if you still have any technical issues or concerns about your NETGEAR devices so 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:07/23/2024

  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 unable to access my netgear/orbi account, the i forgot my password link doesn't work i reached out to support and they will not help me unless I pay them money because my hardware is out of warranty. This is not a hardware issue it is an IOS application issue and yet they still will not help me with the password reset. Shady as h***

  Business Response

  Date: 07/24/2024

  Hi *******************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. This is to acknowledged your submitted complaint regarding service you received when you contacted NETGEAR and asked for help with your account management concern. I would first like to thank you for your feedback.
  
  I have personally taken the time to review your concern and I can see that one of our technicians sent you a helpful KB Article on how to recover your account log in. Since the Support warranty entitlement of your product expired on 11/22/2021, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  As a courtesy, we will provide you with one-time ***** support so that our technical support will help you recover your account log ins. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22034192
  
  I am sort of rejecting this response because: I am NOT asking for support for a product issue, I am asking to be able to reset my password using the forgot password button which takes you to a entire page things you have to do quite complicated things just to do a password reset. And when you reach out for help they will not help you unless you agree to pay them money. I already purchased my products, I already have an account, I just need to reset my Orbi app password.

  Every company in the world lets their customers reset their passwords if forgotten why not Netgear, becaue they want more money from you

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

  Business Response

  Date: 07/31/2024

  Hello *******************,
  
  In order to guide you and better assist you reset your password, as a courtesy, we will provide you with one-time grace **************************** provide the following information for me to set up a call with our technicians:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  Thank you for your cooperation.

  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************
  

  
  

• Initial Complaint

  Date:07/22/2024

  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.

  I purchase their product on 2/26/2024 from *******. The product has a 1 year warranty.

  Business Response

  Date: 07/22/2024

  Hi ***********************,
  
  I hope you are well. My name is ****** from the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding your product issues.
  
  I have personally taken the time to review your concern and I can see that one of our technical support team members opened a case#********. Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.
  
  Since the Support warranty entitlement of your product expired on 05/26/2024, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.
  
  As a courtesy, we will provide you with one-time ***** support in order to check your product and process a replacement if found defective. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  

  Customer Answer

  Date: 07/22/2024

   
  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, but ONLY if they contact me and set up another call back to solve the problem. If they DO NOT contact me then I will consider the case still open and NOT resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/22/2024

  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 **** security cameras made by Netgear in 2016. The cameras came with free 7 day cloud storage. Not only has free cloud storage ended but I can no longer access my account.

  Business Response

  Date: 07/22/2024

  Hi *************************,
  
  I hope you are well. My name is ****** from the NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding **** security cameras.
  
  This is to inform you that **** spun off from NETGEAR as an independent company last 2018. You can also reach them at *****************. For more details visit this link: ***********************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:07/18/2024

  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 nighthawk mesh M90 system directly from the manufacturer's website (Netgear). They informed me that I had no warranty in the same month I purchased as new this same item. I was informed that the device was actually refurbished. I demanded that the device(s) be replaced as they were sold as new. Instead the device was changed in their system to a new device sale and my warranty updated to reflect such. Since this event I have never been able to get the device to work properly. I spent hours multiple times on the phone with technical support and they even began calling me to "resolve" the open support case. Calling me at all hours of the day when I was not available at work or other times I told them were not workable. Then I gave up and stopped taking the calls. I called recently to try to resolve the issue and they have now told me (July 18, 2024) that technical support is no longer available (******* a supervisor) claimed that I would have to purchase a new technical support warranty. Not all issues were listed under the issues for each case. For example the first case lists "product registration concern-update warranty entitlement" but not the actual reason for the call. I called because there were connection issues and setup issues that should have been very simple. However hours of trouble shooting were necessary then and the devices still never connected correctly to the network.March 12, 2024 case ******** March 25. 2024 case ******** July 18, 2024 case ********

  Business Response

  Date: 07/20/2024

  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. 

  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 the NETGEAR Consumer Warranty Policy, the product is also entitled to a 90-day service warranty from the date of purchase for any technical assistance.

  We apologize for the inconvenience that you have experienced. We will proceed with initiating a replacement for the Nighthawk Tri-band Mesh Wi-Fi 6E Router (MR90S), and I need to confirm its availability. I'll send you another response once I need your assistance to complete this process.

  Yours in service,

  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:07/17/2024

  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 bought a Nighthawk router a few years ago, and it works fine most of the time, but every year, it goes haywire. The problem is that they make me buy a new service plan for $100 every time they fix it. The thing is that this has happened every year since I bought it, and it seems like its planned. I have gotten suckered in, but not this time. They said they were going to fix it for free, but then the call got disconnected, they called back, then I called back, and some lady said she couldnt hear me. The photo attached is the model number.

  Business Response

  Date: 07/18/2024

  Dear ***************************,
  
  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 Service 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 taken the time to review your concern and we can see that one of our support technicians is trying to get in touch with you under your support case#******** to continue with troubleshooting. We noticed that your NETGEAR Nighthawk AX3 WiFi Router(RAX30) has already expired for support warranty since 03/30/2023 and hardware warranty last 12/30/2023. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration.
  
  As a courtesy, we will provide you with one-time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:07/05/2024

  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.

  In april I ordered a modem from netgear, the device was never received it was delivered to wrong address, netgear refused to file a claim with ***** after them requiring it and refused to replace or refund the product I never received. after arguing with ***** they filed a claim on nethears behalf and reimbursed netgear for the modem. so netgear not only got paid by me but also by ***** for a device I never received.

  Business Response

  Date: 07/06/2024

  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 delivery issues. I would first like to thank you for your feedback. 
  
  We apologize if you did not receive Order ******* purchased from our website. We would like to advise you that once a package leaves NETGEAR's premises, it is the customer's responsibility to track and wait for the order. This is in reference to NETGEAR's shipping and return process. 
  
  We understand you are now requesting a refund of the missing order, and we will have management review your request. We blacklisted the unit, the Nighthawk Mid/High-Split Multi-Gig 2.5Gbps Cable Modem (CM3000), in the system.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21945955
  
  I am rejecting this response because:netgear released the package without my consent a claim was filed and paid netgear for the product I kindly request a refund for the order as it wasn't received and netgear was give. Money back for a ***** claim so was paid twice for product
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/10/2024

  Hi ***************************,
  
  We have raised your request with the higher management, and we denied processing a refund for a delivered order as per policy. We also did not send any requests or file a claim with FedEx.

  We apologize for the inconvenience that this has caused you.

  Kind regards,
  
  ******************
  Customer Care Advocate
  **********************
  
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21945955
  
  I am rejecting this response because: as stayed you madfe me fight with ***** to file a claim when netgear was required to do so... ***** finally took the claim and on the phone told me it was paid to netgear!  i provided the email with the claim number
  
  Sincerely,
  
  ***************************