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:04/02/2024

  Type:Order 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 want to file a complaint against Netgear for misleading and deceptive subscription practices. I was signed up for a free trial of Netgear armor automatically, just by downloading the app. The installation and subscription agreement are hidden in the terms of service, which are not labeled as anything having to do with any subscriptions.

  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 Contract Issues. We would first like to thank you for your feedback. 
  
  Please be informed that the 30-day Armor Trial will only activated on our supported products when you click on the "Activate" button on the NETGEAR Orbi/** Application. This trial is not automatically activated when you download the application it is still under the customer's discretion if they want to use the free trial.
  
  To highlight the significance of the service, NETGEAR Armor keeps your connected devices safe with an automatic shield of protection for your network to stop hackers, password thieves, ransomware, and brute-force attacks.
  
  As you requested under your support case#********, we have now canceled your Armor Security - Trial. 
  
  For more details:
  
  ************************************************************************************************************************************
  
  ************************************************************************************************************
  
  Thank you for contacting NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  

• Initial Complaint

  Date:03/25/2024

  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.

  After purchasing a NETGEAR - AX1800 Wi-Fi 6 Router on 3/8/2021 from Best Buy for $129.99, I seemingly opted into a NETGEAR Armor by Bitdefender subsription. They set up a recurring PayPal subscription charging me $69.99 annually, and since March 2021 I paid exactly $185.47 in subscription fees. I stopped using their hardware in April 2022. An audit of my 2023 expenses revealed this subscription that I was no longer using, so in February 2024 I tried to cancel the subscription. Logging into their website showed no active subscription. When I called, I was asked repeatedly for a serial number on the device. But I had stopped using the device 2 years ago, and I have looked for the device but cannot find it, so I have no serial number to share. It took 3 phone calls (each call they repeatedly asked for the serial number in order to cancel the subscription), and over a week, to cancel this superfluous subscription. The entire process was extremely frustrating, and overall one of the worst customer service experiences I've ever had. I will never again purchase NETGEAR hardware!

  Business Response

  Date: 04/01/2024

  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 Refund or Exchange Issues. 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 found that you reached out to us on 2/16/2024, related to your case ********. The Armor contract with automatic renewal allows our customers to easily manage their accounts with NETGEAR, and we do not impose this as we are also educating our customers on how to disable it on their end.
  
  We disabled the automatic renewal of the Armor when you contacted us, and the Armor Security 1-year subscription with contract number ******** will end on 4/7/2024. I can assure you that you will not be charged for this contract. Please be advised that, as per the guidelines, "Your Armor contract may be canceled within thirty (30) days of purchase. If you cancel after 30 days, your payment is non-refundable, and your service will continue until the end of your contracted term."
  Please visit this link: ******************************************************************.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/25/2024

  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 device ******. Since I purchased it the device does not hold signal regardless of the area I am in. I have reached out to support, however, they advised they do not have training with the device. I simply need customer service/tech support for the device

  Business Response

  Date: 04/01/2024

  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.
  
  We would like to advise you that the product MR6500 is being distributed exclusively through AT&T. We have checked your account, and you have been assisted by our technical support team with your case ******** on 3/25/2024 consecutively until they recommended a replacement due to persistent internet disconnection. 
  
  As much as we would like to help you, we can only render our technical support service; however, you need to inquire directly from AT&T for a replacement.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/22/2024

  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.

  I am having intermittent Internet disruption in my house in which I work from. I called Spectrum and was told my Internet connection is great it's an issue with my Netgear box. I called Netgear nighthawk and spoke with a customer service rep in the troubleshooting department at ************. He stated if he fixed my issue he would charge my card the service contact fee of $170.00. if my issue was not resolved then I would not be charged.I had no issues with that. The guy spent 2 1/2 hours on the phone and completely left my wifi disabled for over 24 hours. I called back the next day, the same department and that *** was able to restore my WiFi but I still have the intermittent connection issue. I told him he fixed what the last *** disabled but did not fix the issue I'm calling about. Well he charged me and wrote in the file notes my issue was resolved. I have made several attempts by phone to get my card credited back. I never should have been left WiFi disabled as. Had wifi when I initially called. I still am having intermittent disruptions, so when I work, I have no WiFi, which is fine. But I was charged a service I did not get and I told the *** on the phone not to charge me as he never fixed the issue I called about in the first place.

  Business Response

  Date: 03/24/2024

  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 Repair 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 do not see any contracts purchased using the information provided on this platform. We would like to request an invoice copy or screenshot of your bank information stating the merchant's name, NETGEAR INC., to locate the account and confirm the purchase. 

  For technical assistance, we are only providing this contact number: ************, and selecting option 1. Usually, if the device is already out of warranty, we offer a technical support service contract to assist our customer's issues with their devices as per the agreement. However, if the issue was not resolved, though troubleshooting was performed and recommendations were given, we can definitely cancel the contract and refund the amount. 

  I apologize for the inconvenience that you have experienced. 
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/15/2024

  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.

  So I purchased a Orbi back in November not even 5 months later it stopped working, I cant return it where i purchased it from due to store 90 day period. So I called Netgear customer support unaware that this company makes you buy a contract to get customer support.You have to pay to even text them online, not only that they make you pay for your own shipping if their product is defective you're responsible to ship it to them..The customer service agent made me download old firmware for my orbi and now it doesn't work or show up at all. I was so frustrated with the lack of help this company was giving me I purchased another company product.I WILL NEVER PURCHASE ANOTHER NETGEAR PRODUCT AND NEITHER SHOULD YOU BEWARE FUTURE BUYERS.User's recommendation: NEVER PURCHASE THIS PRODUCT OR EVEN ATTEMPT TO CONTACT THEIR CUSTOMER SUPPORT OR ELSE IT WILL COST YOU A PRETTY *****.

  Business Response

  Date: 03/16/2024

  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.
  
  Let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. 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 now requesting to get a refund for your product. We would like to request a copy of the proof of purchase to validate. Kindly respond with the information in our case 48079178.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:03/14/2024

  Type:Order 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 mesh wifi router set. I have worked with technical support since I got this item. One of the units is dropping speed from 500 to 3. Tech support just fishes for answers and never resolves. At this point the 90 day support period has expired. (never heard of a company only support their product for 90 day) If I paid the few to continue support that would defeat the purpose of buying my own equipment rather than renting from the cable company. So the item is not working and tech support is unable to resolve. I am now getting emails saying my case is closed. This has happened multiple times. As its too late to return this product to the retailer, would be bets if Net Gear refund my money and I could go with a competitive product that offers full support.

  Business Response

  Date: 03/16/2024

  Dear Mr. *********************** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  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 Contract Disputes 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 would like to request a copy of the proof of purchase to validate your request for a product refund. A valid proof of purchase should contain the price of the device, the store where you purchased the device, and the date of purchase. You may send it as an attachment related to our case ******** once you log in via my.netgear.com.

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

   

   
  

• Initial Complaint

  Date:03/11/2024

  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.

  This Morning, on 3/11/2024, I checked my bank account to find that I had a $99.99 charge pending on my debit card. Finally got in contact with somebody from NetGear after wasting both of my very short breaks trying to get somebody to talk to me either through chat or through Phone Support. And funny thing is, they've done what I'm about to say before. When I stopped using my NetGear Mesh Router in September I cancelled the Auto Renewal So ultimately they couldn't charge me for the BitDefender Armor subscription and low and behold they re-enabled it and fraudulently charged my card, that I never turned back on to begin with. They did this same thing once before and I filed a complaint about it, maybe a year or two ago with a different router. I'm sick of the ****** Case number was created on my behalf but I'm now in the hole both with my bank and my credit card company that I made a payment to, not only is netgear making me miss my payment but I'm also getting charged a $35 charge back fee and a $35 late fee on top of my bank who are charging me a $35 overdraft fee as well as a $15 non paid due to other fee. And I'm ******. Make it right or I will be taking legal action against netgear. I'm sick of this fraudulent company trying to scam people out their money. Reactivating ******* and charging somebody without their Authorization is a federal Crime.

  Business Response

  Date: 03/16/2024

  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 and the service you received when you contacted NETGEAR and asked for help with your 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 reviewed your account and confirmed that we processed the refund amounting to $99.99 on 3/13/2024 for the Armor Security 1-Year Contract. We apologize for the inconvenience, as the system failed to proceed due to your bank declining the funds.
  
  We will raise a request for manual processing and approval from the higher management before rerouting the refund to your other mode of payment. Please check your email for updates related to our case 48092152.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21414914
  
  I am rejecting this response because:

  apology not accepted. It has nothing to do with you so dont take it that way. It has everything to do with Netgear this isnt the first time it has happened to me. First and foremost, tell your upper management that typically when somebody calls their bank and says that there was an unauthorized charge on their account the bank typically cancels the card. So thats why the refund has been declined by my bank. Netgear isnt sorry especially for the fact that this happened 2 years ago to me and if it happened again its because they dont care. Caring would be to also refund me for the charge backs, late payment fee and overdraft fee I incurred from 2 different accounts. Like stated in my initial complaint. In the economy were in we cant afford to be paying fees because a company wanted to fraudulently enter me back into a contract that I never authorized. THATS FRAUD!!!! And to top it off Im glad my bank once again cancelled my card and made me a new one so in a couple of months Netgear cant do the same thing to me. And by do the same thing, I mean reactivate my renewal for a said service I dont use anymore nor do I even switch on. And then charge me for said service so that I have to go through this pain staking process ever again. Its my prerogative that Im not looking for legal action. But its still not off the table. Fraud is fraud. Theres no loophole around that. The fact that the company I was paying that incurred a late fee and charge back fee for have declined to raise my credit limit because of this incident because NETGEAR MADE ME LATE ON MY PAYMENT. SO NOT ONLY IS NETGEAR F****** WITH MY MONEY BUT ALSO MY CREDIT! So no, like I said nothing on you but NETGEAR IS AT FAULT. And for the h*** of it, if Netgear doesnt make it right I might just file legal action. I have all the proof I need to do so.

  
  Joseph 

  Business Response

  Date: 03/24/2024

  Dear ************************,
  
  Good day!
  
  Please do not take it negatively. We would like to be transparent about the processes and regulations that we have to abide by and implement. We always advised our customers regarding the automatic renewal in which they agreed upon the purchase of every contract from NETGEAR.
  
  We really appreciate your cooperation by providing us with information on how we can refund the amount manually, which the system failed to do. I'll be handling your case (********) and letting you know about its progress until we complete the payment.
  
  Thank you for your cooperation and for choosing NETGEAR. 
  
  Yours in *************************************************** Advocate
  **********************

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21414914
  
  I am rejecting this response because:

  I want to see these regulations. These so called regulations that say that it is ok to accept and renew a contract agreement after a customer has turned off auto renewal and yall keep turning it back on to get somebodys money. That kind of regulation is fraudulent in nature. And if thats true, then Netgear needs to rethink its regulations or it will get sued. ******* I see what youre doing but you keep skipping over the part where this has happened before. And yall keep doing this to everybody its not just me. You also keep deflecting the part where yall have f***ed with my money and my credit. And want restitution. The fact that my credit is now ****** for another 6 months can even get a credit line increase cause yall doing what I said above made me late on a credit card payment. On top of that I have been put behind on all of my other bills for yalls fraudulent charge to my account. Im already living paycheck to paycheck. But hey yall dont give a f*** it has nothing to do with Netgear but it does.
  
  Not Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/05/2024

  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.

  I am writing to file a formal complaint against Netgear, Inc., regarding their egregious customer service practices and the inadequate functionality of their product, which is putting my personal data at risk. My experience with Netgear has been nothing short of frustrating and disappointing, and I feel compelled to bring these issues to your attention.I purchased my router and have technical difficulties with the device. While attempting to seek assistance from their customer service, I was appalled to discover that they are charging customers for support services after 90 days, even when the product is clearly defective. This practice is not only unjust but also predatory, taking advantage of consumers who have already invested in their products.What is particularly alarming is that due to the malfunctioning device, my Wi-Fi network is left vulnerable, and unauthorized individuals are freely accessing it, posing a significant security concern for my personal & work data. This not only reflects poorly on Netgear's commitment to customer security but also raises serious ethical questions about the company's priorities.The interactions I had with Netgear's customer service representatives were deeply unsatisfactory and predatory. The individuals I spoke to were condescending and unhelpful, exacerbating the frustration caused by the malfunctioning product. To make matters worse, I endured an excessively long wait time of over 30 minutes when attempting to speak with a floor supervisor, who, when finally reached, did nothing to resolve the situation or address my concerns.The primary issue at hand is my inability to sign into Nighthawk, Netgear's platform for managing security settings. All I require is access to the necessary customer service to rectify this issue and ensure the security of my network. However, the exorbitant charges for support services and the lack of responsiveness from Netgear's representatives have left me with no resolution in sight.

  Business Response

  Date: 03/09/2024

  Dear Mr. ******************************* 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 ******** Services Issues with 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.
  
  Please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. We have checked your account, and our technical support team was able to assist you after all the inconvenience you experienced from the previous expert. We will notify the concerned department and remind them of how to improve the quality of service that we should render to each customer.

  We are not seeing any payment made about the contract offered during the interactions with our technical support team; kindly submit to us a receipt for review if you're being charged. NETGEAR offers ProSupport and GearHead contracts if the customer wants technical assistance with their devices outside the warranty policy in terms of support. The customer can select a plan that is most suitable to them and their preferences and is reasonably priced compared to other service centers.

  Please don't hesitate to let me know if you still need further assistance with the router and your account, so I can refer you to a higher-level tier of our technical support team at no cost.
  

  I apologize for the inconvenience that you have experienced.
  

  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/02/2024

  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.

  So Let me start this off by I have bought a years worth of Netgear armor powered by defender last year did not receive an email warning me it was about to renew this year. Not only that but the renewal date wasn't even a year apart it was 2 months ahead of schedule. So I got charged today. I did not want to auto renew this and had even sent an email to them asking to cancel and refund me as it says I can email them to get a refund. No response yet and still waiting. They say provide a serial number I did. Note it says in the second attachment to finalize payment Which btw there is no finalize the payment It already came out. No finalizing needed as they so claim. This practice is foul disappointing and incredibly scummy. I even warn them like hey most states its illegal to not provide a warning of some kind that your subscription is renewing.

  Business Response

  Date: 03/03/2024

  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. 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 verified your account details and found out that the current subscription was purchased directly from BitDefender and not from NETGEAR. Thus, the option for us to process the refund is not possible because the data source is from a different company. Please reach out to BitDefender and send your request by going to ********************************************************** or dialing them directly at ***************** (English, 24-hour service). Please don't hesitate to let me know if you still need further assistance. I look forward to your comment on our case number, 48073051.
  
  I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21376326
  
  I am rejecting this response because: As said in my email the support link you provided literally takes me back to your support email again I am trying to be reasonable here I just want my money back like you promise with the 30 day back I don't want to have to escalate this. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/09/2024

  Dear ********************,
  
  Good day!
  
  The link I provided is to the BitDefender website, where you can scroll down to the bottom part of the page and click on contacts. The account, billing, and subscription options will show you the process. You may visit this link and click the "Request your refund here" tab.*********************************************************
  
  You may also contact them directly and provide the transaction ID ********* to pull up your account and request for a refund.*************: *****************, ***************** (English - 24-hour service).
  
  Please don't hesitate to let me know if you still need further assistance.
  
  Yours in service, 

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

  Customer Answer

  Date: 03/15/2024

   
  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. This was handled a bit ago after they provided me with the proper link thank you for getting back to the BBB again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/29/2024

  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.

  Netgear is a horrible company. Bunch of thieves! Our modem/router is still under warranty and our internet service provider tested from street to inside our house and the only thing not working is the device we bought December 23. Netgear was even on the phone with them and us and heard from them that its the device. After 48 hours we still dont have internet and ******* refuses to honor the warranty. They want us to spend 100s of dollars more having xfinity to continue to come out to diagnose what they have already diagnosed. What a joke!! We have been a loyal consumer for years! The best they offered was for us to pay for shipping to return to receive a replacement. I want a refund. When I said that was unacceptable and that I would take to social media, corporate, and BBB that they called back to pay for shipping. So Netgear is clueless (they dont care that we work from home) we need internet ASAP. We need a refund so we can buy a new modem/router tomorrow. Netgear sold out and sent tech help and customer service overseas. Beyond script - no help.

  Business Response

  Date: 03/03/2024

  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 Repair 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 associated with your email address, ******************* We initiated RMA_ID ******* for the replacement of the Nighthawk AC1900 Wi-Fi Cable Modem Router (C7000v2). Please respond and refer to case ******** for the needed shipping information from you to complete your replacement request. We are looking forward to your cooperation, and I apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21368550
  
  I am rejecting this response because: We have already replaced the modem/router with a new one. With how customer tech support grossly mishandled the situation and was caught lying several times we are no longer interested in continuing using Netgear. At this time we are requesting a refund.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/09/2024

  Dear ************************,
  
  Good day!

  We highly appreciate your patience and cooperation in completing RMA_ID ******* for the replacement of the Nighthawk AC1900 Wi-Fi Cable Modem Router (C7000v2). It has been submitted to our warehouse, and they will process your request starting the next business day. Kindly check your email for the confirmation along with the tracking number as a reference. This is related to our case 48068820.
  
  Once you received the unit, please don't hesitate to contact our technical support team for assistance at ************ and select option 1.
  
  Yours in service,
  
  ******************
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21368550
  
  I am rejecting this response because: even though we are going with the device to be replaced so we can have internet without spending more money than Netgear has already cost us; I am not satisfied or will go without voicing that this company has cost us additional $160 to deal with a broken device. And if we had not gotten ugly with customer service after spending 3 hours of incompetent costumer service reps that just wanted us to spend more money, we would still be without any device. All they wanted us to do was keep having Xfinity keep come out even though on their first visit they tested and proved it was a faulty netgear device -which by the way we had to spend $100 on them to tell us that since Netgear wouldn't (couldn't) help us until Xfinity ran their tests.  Horrible costumer service which I will never call again and after this device goes out we will be shopping with any other company. I would rather never have internet than to have to deal with such idiocy again. 
  
  Sincerely,
  
  *********************************