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:05/17/2024

  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 purchased a $1,600 mesh system that failed within the 12 month warranty. I called an spoke to technical support for over two hours on 5/17/2024. The technician refused to connect me to supervisor to seek a replacement. We tried every possible reboot, hard reset, logging in via phone, laptop, etc., and nothing worked. I would like a replacement router or a new mesh system.

  Business Response

  Date: 05/18/2024

  Hi *********,
  
  I hope you are 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. 
  
  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 approved RMA_ID ******* to replace the unit under advanced shipment. We will send you an email notification with the tracking number this Monday, 5/20/2024, upon the release of your replacement request.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 05/22/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/16/2024

  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 a high-end Netgear router. It was refurbished by Amazon. It took over 10-hours on the phone 4-months ago for Netgear to realize the problem and transfer the original purchaser account to the router I bought. This all worked well for 4-month then Netgear killed access to my router. After another 5-hours on tech support with ***** ****** very good and courteous, but who could barely speak English, they told me they could not override the original purchaser info. I threw it away and stupidly bought another, extreme high-end, new Netgear router. Over 10 hours later on tech support calls with very courteous tech support reps who barely spoke English, heres' where I am at:1) I run a software company and can no longer send and receive emails 2) I can't text 3) I cannot connect to my ****** Home or any ****** Bluetooth device. I have not had TV, full Internet access or music on any device. This is not fun, BUT I CANNOR RUN MY BUSINESS

  Business Response

  Date: 05/18/2024

  Hi ***,
  
  I hope you are 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.
  
  Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage.
  
  We referred your concern to a higher-level tier of our technical support team to assist you as a courtesy with your device and provide recommendations. Please keep your phone line open and check your email for any follow-ups.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:05/09/2024

  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 defective Netgear product, have a hardware protection plan on it, and opened a case with Netgear, and they asked me to do more and more diagnose steps without taking the defective product back and testing it out themself. Netgear case: ********

  Business Response

  Date: 05/11/2024

  Dear ************,
  
  I hope you are 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. I will make every effort to ensure that your case with us is handled efficiently.
  
  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 and with the contract separately purchased.
  
  I referred your concern to a higher-level tier of technical support for further troubleshooting and possible replacement. Please keep your phone line open and check your email for any follow-up. 
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/23/2024

  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.

  Tech assistance guy advised he would fix my problem, but if he does that I must sign up for ext warranty with him. I refused because this product is under warranty. I am taking back to dealer and exchanging for another brand.

  Business Response

  Date: 04/27/2024

  Dear ****************,
  
  I hope you are 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. I will make every effort to ensure that your case with us is handled efficiently.
  
  NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the one-year hardware warranty. As per 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 understand you are not satisfied with the service you received; thus, I referred you to a higher-level tier for further assistance as a courtesy, as this is no longer covered by the support warranty. Please keep your phone line open and check your email for any follow-up. 
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/16/2024

  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 purchased over $2,200 worth of Netgear Orbi equipment in the last year or so. A month ago, the most critical piece began to fail. It was obviously hardware related but they went through a multi week process of troubleshooting which would have been impossible to do if I werent retired. After reaching my limit, I expressed that they needed to replace it. They went along with that to my surprise. However at that point they wanted to charge me for that process. I refused out of principle. They relented and waived the charge. They still require a credit card though in case I didnt return the equipment. Understandable. However, their system is broken. Ive tried providing 6 different credit and debit cards including the very card I used to purchase the equipment on their site. So now their only proposed resolution is for me to send them the equipment before sending me a replacement. This would mean me going from barely working network to no network. It would mean no internet, no TV, no doorbell, etc. At this point I will replace the entire system with another companys. None of this has been worth my time or effort and is a horrible experience for a very expensive and supposedly high end system. Id love a refund but Id also just be happy for this to serve as a warning to others to not do business with this company. There is absolutely no resolution that will make up for the time, effort, and frustration I have incurred.

  Business Response

  Date: 04/20/2024

  Dear ****************,
  
  I hope you are 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. I will make every effort to ensure that your case with us is handled efficiently.
  
  We reviewed your account, and we appreciate your cooperation in accepting the replacement offered related to RMA_ID *******. The tracking showed it would be delivered on Monday, 4/22/24, before 8:00 p.m., estimated between 9:00 a.m. and 1:00 p.m. I'll be monitoring its progress, and I referred this for assistance from the higher-level tier of our technical support team. Please don't hesitate to leave a comment with your open case number, ********, for further assistance.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/22/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/11/2024

  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 purchased an Orbi mesh gear system and was having trouble getting it to work when I was installing it. I downloaded the app that was in the instructions included with the hardware. I was still having trouble so I called the support number on the instructions provided and was connected to someone who was telling me that I needed to register my router as part of their policy now and in addition to that I needed to pay $249 to complete registration and for the required support to finish the install. I pushed back on this but was told that the system wouldn't work unless I paid this fee. Today I went to download the invoice to get reimbursed from my workplace and was unable to open invoice because it has been flagged as a scam. I immediately called Netgear and the FIRST thing that comes on the automated voice recording is a warning about this exact scam. I'm not sure how you expect people to avoid this scam when the number provided BY Netgear walks you right into the trap. It's ridiculous and it's been impossible to get ahold of someone from Netgear to sort this out.

  Business Response

  Date: 04/17/2024

  Dear Mr./****************,
  
  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. We would first like to thank you for your feedback.
  
  We have personally taken the time to review your concern and validate the attached proof of charge for a service confirmation and we can see that NetGR Router support group that you contacted and not us. We wanted to let you know that we do not have any service contracts amounting to USD ******. You may have contacted a third-party support site. Please be aware that we are aware of these background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization.
  
  Could you please tell me how you contacted this third party?
  
  After a thorough study, we found that there isn't much we can do about these third-party companies, even though many of them are respectable tech firms with disclaimers on their websites stating they are not affiliated with NETGEAR if you look closely enough. If you also noticed their email and ****** name are different from NETGEAR Inc. About the transaction from your account, you can file a dispute about it if this is a fraudulent transaction. 

  NETGEAR is aware of a growing number of phone and online scams.
  
  Please note that 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.
  
  Should you need any further assistance in the future, please don't hesitate to contact us, our support experts are available 24/7 at **************.
  
  We appreciate you reporting this event to NETGEAR.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/17/2024

   
  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:04/10/2024

  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 got a third email today (4-10-24) that says: "Your NETGEAR Armor protection has been cancelled. . . . By your request, your NETGEAR Armor account has been deactivated and you will no longer be billed for this service. Your network and devices will no longer be covered by our ************* protection. In the event you have already paid, a refund for the full amount will be credited to your payment method." Was this sent in error? I did not cancel. I renewed yesterday, 4/9/24 for $40. Order Confirmation: ********. Is my subscription still active?

  Business Response

  Date: 04/17/2024

  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 the Armor subscription. 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 you already contacted one of our support team members about this issue and you've been informed that your Armor Security - 1 Year is still active. The reason why you got the notice of cancellation is that you repurchased a new subscription and the old one already expired. Here are the details of the new Armor subscription for your reference.
  
  Contract: Armor Security - 1 Year
  Contract Number:12661408
  Contract Start Date: 4/11/2024
  Contract End Date: 4/11/2025
  Status: Activated
  
  If you have questions, related to this subscription you may send a response to your case#******** or please contact Support via this link:
  
  *********************************************************** or dial ************** Press 1 for Technical support.
  
  Should you have any questions regarding this, please do not hesitate to ask.
  
  Thank you for choosing NETGEAR.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/18/2024

   
  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:04/09/2024

  Type:Billing 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 contacted ****** with regard to a subscription that I todecided to not renew. They had attempted to charge for this subscription multiple times after I had told them not to renew it. This company eventually was able to take $99.99 for the subscription that I have told them I no longer wanted. As a result of this action by the busines I have had to cancel the credit card that they were using.

  Business Response

  Date: 04/10/2024

  Dear ************************,
  
  I hope you are 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 Billing or Collection Issues about the renewed Armor Security contract. 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.
  
  We have refunded your NETGEAR Armor subscription, contract# ********, amounting to $99.99. This will reflect on your account in 5-7 business days. The contract is now also canceled; therefore, there will be no more charges in the future. Please check your email for the confirmation.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/08/2024

  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.

  After rest-assuring me that a new router will be shipped to me; After speaking with their agent on the phone and one too many a time, going over the critical rtouer situation,which has continued for almost two months and since buying/installing the router, I found that Netgear cancelled the *** in complete silence!During my last phone call with tech-support, she told me that she will escalate to higher support to inquire why the "warehouse" has not shipped the replacement router yet, a month later now!I did not hear from her since! April 8, I thought to check online, since I have no emails from Netgear! To my surprise, the *** is cancelled! What should that mean?It seems that Netgear has no intention to fix their product, or replace it! The router rebooted at 8:00am and last night as "if scheduled!" It's becoming our daily regular activity to wait for the router to reboot, or get stuck! I wasted 2 months troubleshooting and upgrading new firmware to attempt to resolve the issue. I should have returned the router the same week that I discovered it was malfunctioning. I was still in the second week of purchase. **** had me act as their TEST LAB for a months and half with no use. Netgear is not just not supporting their products, they make promises to replace defective products and then cancel/ignore the support tickets!If I've been acting in good faith thinking it was a trivial issue, Netgear has to own their products and replace or refund the price of fire-hazard routers. I have reported to Netgear that the router, in cool weather next to cool equipment seems to be on a "bad fever!" I am alarmed that Netgear has cancelled the support ticket and decided that I should tolerate a defective product that is not providing proper online service and that which could set my house on fire! Should we wait for that?The router has to be replaced with a new and functional equipment. This is disrupting our work, which is mostly online, and family online experience.

  Business Response

  Date: 04/18/2024

  Dear Mr./**************
  
  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 first like to thank you for your feedback. We will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your concern and we can see that you've been patiently cooperating with our support technicians providing files that they need to isolate the issue of the procduct. I see that they have initiated a replacement request however it was not properly set up hence it got cancelled, on the second attempt to provide you the replacement we run out of brand new units to ship. Due to this situation, I have raised this case to the operations team and they have agreed to collect the RBE971SB-100NAS for a full refund along with the subscription you purchased for the unit.
  
  A ***** return label undder RMA ******* was sent to your email so you can ship the faulty unit back. As soon as the warehouse confirm receipt of the package the refund will be processed on the same card you used to purchase the order.
  
  I know nothing can suffice the inconvenienced that this incident had caused you and we are sincerely sorry for what you had gone through. This case will serve as a reference to better our service in the future
  
  
  Thank you for contacting NETGEAR.
  
  Yours in Service,
  
  Gilles 
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/18/2024

   
  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:04/04/2024

  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 got the XR1000 Router on amazon it now doesnt work. I called netgear support about this.. they did the troubleshoot and seen that its not working on the wifi end. Now days go by and they ask for the proof of purchease because its under warranty. Now they keep delaying sending my replacement so that i call get wifi in my home every day its something else. I need your help to get them to honor the /warranty. Please thank you here is the case number ********

  Business Response

  Date: 04/05/2024

  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 Repair 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 your replacement request has been denied because the product you purchased from Amazon was a Second-Hand (Used) product, it is also stated in your provided invoice.
  
  Please note that the NETGEAR warranty is valid for the original purchaser only and is not transferable. If a device is listed as Used, Refurbished, or Like New, it is still considered a secondhand purchase. 
  
  We have self-help documents and useful product articles available at: **********************************************;
  
  For more information on the Consumer Warranty, please click on the following link:
  
  ***************************************************************************************************************
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21528398
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** So now that you say there is no warranty but amazon is selling this as if there is and I also have the understanding that is was. Now I am out of money and no router all I want a a replacment on this item for my House hold. I am a 62 year old man on SS disability. I do not have money to waste. you all first said it was under warranty until you got the recipt of purchaese. Now what am I suppose to do.. I will never buy from you all again this is sad.. Amazon needs stop to sell like new routers giving me the customer the idea that we have a warranty.. I really need help now to get a Router 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/12/2024

  Dear ****************,
  
  We're sorry if you have been through this situation. Please don't interpret it negatively because we're setting aside your request. We would like to be open and honest about the procedures and rules that we must follow. We encourage you to contact Amazon where you purchase the used product so that they can further assist you.
  
  We sincerely appreciate the time you took to contact us about this but we can't replace the product.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21528398
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I have contacted amazon they also cant help me they said.. So i am now with out.. Thats really sad that no help from you or amazon