Reviews

This profile includes reviews 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

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  NETGEAR

  PO Box 540009 El Paso, TX 88554

Review Details

• Review fromLavonne W

  Date: 08/28/2022

  1 star

  Lavonne W

  Date: 08/28/2022

  I purchase a NETGEAR Nighthawk Smart Router, R6700 a year ago. I started experiencing connectivity issues. Called their support team for help. Had to buy a service contract to get help. Router still doesn't work. I requested a refund immediately. Netgear won't return my money for the service contract. Definitely a scam. Don't buy their products.

  NETGEAR

  Date: 09/16/2022

  Dear Mr./Ms. Wheeler,
  
  I hope you are well. My name is Albert from the NETGEAR ******** Care Team. I understand that from your recent correspondence that you have submitted a review regarding NETGEAR product and the service you received when you contacted NETGEAR and asked for help. 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 & 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 NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance. As a courtesy we will provide you a one time grace support so we can help you meet your needs.
  
  Please allow me to set up a call with our senior support specialist in order to better assist you.
  
  Please provide the following information for us to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  The open support case number for yours is XXXXXXXX. You can respond there and share your contact information.
  
  We look forward to speaking with you.
  
  Regards,
  
  Albert N.
  ******** Care Advocate
  NETGEAR, Inc.

  Lavonne W

  Date: 09/16/2022

  Dear Albert,
  
  One time grace? You're kidding me right?!?!?
  
  Not only did Netgear tell me their not refunding my money, now I'm being told you don't have any records of me purchasing a service contract. I have proof of my purchase .
  
  Absolutely joke of a company!! Scam!!

• Review fromvictor g.

  Date: 08/22/2022

  1 star
  These people are criminals- their way of doing business is geared towards making it impossible to login and/or update your device, so you will be forced to talk with someone in India or other country. AT that point in time, they will HAVE to access your computer and then make it seem as if your computer is "problematic".... THEN- you're forced to buy a service contract for $150 in order for this to be "compatible".... congress should halt this company from doing ANY business in the USA. Call your congressman and tell them without hesitating... again CRIMINAL REF: NETGEAR AX1800

• Review fromJ. K.

  Date: 08/19/2022

  1 star

  J. K.

  Date: 08/19/2022

  Netgear ******** service installed ransomware on my computer! I had a Netgear router for two years and it was just fine. It stopped working two days ago. I called ******** support and they said I hadn't updated the router which is why it stopped working but they could update it for 109.00 and it would be fine.. Reluctantly I gave them my credit card information and they connected me to a different service department. That department told me to press the reset button and I did and nothing happened. They then told me the router was dead and i would have to buy a new one but to call them back and they would help get the new one set up. I went to Walmart and bought a new Netgear router and called them back. They set the router up but then said I would need to pay them the 109.00. I said, "But I just bought a new router!" At that point the technician told me he had installed a firewall so none of my other devices would work unless I paid the 109.00. And sure enough, that was correct! Nothing worked except my computer. I immediately unplugged the new Netgear router and took it back to Walmart and got a linksys which works perfectly and was very easy to set up. Hard to believe a company like Netgear would do this, but it did!

  NETGEAR

  Date: 09/16/2022

  Dear Mr./Ms.*******
  
  From our last conversation on 8/29/2022, we would first like to thank you for letting us know about the incident.
  
  We're sorry to hear about your experience. Please be advised that the (XXX-XXX-XXXX) phone number you shared is not a NETGEAR phone number. NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You *** refer to this link: https://www.netgear.com/home/services/gearhead/
  
  You contacted a third party that was impersonating a NETGEAR help site, as I've already indicated. Please be informed that we are aware of these background third-party support groups and are presently investigating the alleged case situation in order to identify and locate them.
  
  Mr./Ms. Kruft, if you will encounter this kind of fraud again please do not hesitate to report the incident to the police. You *** also Report Identity Theft to the Federal Trade Commission. This can help give them a comprehensive plan to recover and stay safe in the future. If you receive a call from someone you don't know please do not entertain them especially if you don't have business with them.
  
  Should you need any further assistance in the future, please don't hesitate to contact us, our support experts are available 24/7 at X-XXX-XXX-XXXX.
  
  We appreciate your time and thank you for contacting NETGEAR.
  
  Kind regards,
  
  Albert N.
  ******** Care Advocate
  NETGEAR, Inc.

• Review fromKim B

  Date: 08/18/2022

  1 star

  Kim B

  Date: 08/18/2022

  $400 for a modem that crashed after 120 days. They wanted $150 to help me, just to tell me my hardware was bad. Can't locate my receipt, so now I'm out of luck. Missed 2 days of work as I work from home. Will never buy from them again. Ridiculous to charge for tech support.

  NETGEAR

  Date: 09/16/2022

  Dear Ms. Blechinger,
  
  Good day!
  
  My name is Ritchell and I am a ******** Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding hardware warranty 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.
  
  I have personally taken the time to review your concern and I can see that your registered device is within 1 year warranty however we need to validate the proof of purchase in order for me to proceed with the replacement for your device. We will provide a one time curtesy to check further your device but we will not be able to process any replacement if the technical support team will recommend it.
  
  The device does have a 90 days complementary phone support from the date of purchase. ******** will need also to purchase the service contract if any case that the phone support has expired.
  
  Your open support case, ticket number: XXXXXXXX. Our records show that this has been inactive since 8/29/2022.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  Ritchell U.
  ******** Care Advocate
  NETGEAR Inc.

• Review fromDarin R

  Date: 08/18/2022

  1 star

  Darin R

  Date: 08/18/2022

  My "complimentary service account" ended 3 days ago. I am no longer able to access my router, and my passwords *** accessing my router partitions stopped working as well. Unless you pay into their "technical service contract" you cannot even contact them except by telephone where someone I can barely understand spent 5 minutes with me before telling me "there's nothing she can do unless I pay for the service contract". This is a scam!!! I would advise anyone NOT to purchase a Netgear router based on these unethical business practices! Terrible ******** relations! Will not buy another Netgear product!

  NETGEAR

  Date: 09/16/2022

  Dear Mr. Ruud,
  
  I hope you are well. My name is Albert from the NETGEAR ******** Care Team. I understand that from your recent correspondence that you have submitted a review regarding your NETGEAR device 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.
  
  Your issue has been fixed by one of our level 2 support personnel, and your case has been closed as of our conversation on 8/29/22. For you reference, if you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:
  
  https://www.netgear.com/support/contact.aspx or dial X-XXX-XXX-XXXX Press 1 for Technical support.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  Albert N.
  ******** Care Advocate
  NETGEAR Inc.

• Review fromNate H

  Date: 08/17/2022

  1 star

  Nate H

  Date: 08/17/2022

  Netgear *paid* Technical Support is a terrible, unprofessional experience. I have a case opened since July 30 with zero movement. Initiated the case through a phone call (waste of time). They were supposed to get back to me in 48-hours. Nothing. I check the ticket in my Netgear account and support person lied - said they called and left a message. I responded to the update notifying of the error, got a call. Same bs discussion with Tier 1, Tier 2 not available and I'd hear from them in 48-hours. Silence. I've followed up twice now through the case notes on Netgear site - no response. I get that it's tough to keep quality IT support but this shouldn't be my problem. Especially, to this degree, completely unacceptable. As far as I can tell Netgear Technical Support is a 'Name' without an attached 'Service'. This is for the latest Orbi WiFi 6e. Premium price tag with completely inadaquate technical support. Case #XXXXXXXX

  NETGEAR

  Date: 09/16/2022

  Dear Mr.*******
  
  I hope you are well. My name is Albert from the NETGEAR ******** Care Team. I understand that from your recent correspondence that you have submitted a review regarding the Orbi Wifi System issue 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.
  
  From our prior agreement on August 29, 2022, I can see that one of our senior support specialists is still actively working on your open support case XXXXXXXX. They are currently cooperating with our engineers to determine the precise cause of the problem. In order for them to respond to you and share their findings, please be aware that I have issued a follow-up to them.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  ******** Care Advocate
  NETGEAR Inc.

• Review fromMitchell F

  Date: 08/12/2022

  1 star

  Mitchell F

  Date: 08/12/2022

  Netgear Orbi ******** service is terrible, Staff only know how to read from a script, telephone connections (multiple calls) kept dropping, staff is not familiar with the product, do not want to listen, does not know how to fix a problem, multiple call multiple hours, going to replace equipment will never buy Netgear again. Was supposed to call back never received a call back. ZERO stars.

  NETGEAR

  Date: 09/16/2022

  Dear Mr. *****
  
  I can see that you asked for a refund of your purchase during our prior contact on 8/17/2022 with one of our representatives. They are currently working on the documentation, which will then be processed by our accounting department.
  
  Should you have any questions regarding this, you can send a comment or reply to your open support case number XXXXXXXX.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  Albert***
  ******** Care Advocate
  NETGEAR Inc.

• Review fromLaura H

  Date: 08/05/2022

  1 star
  In September of 2021 I bought a CAX80 modem router which was highly rated and one of the best you can buy. Less than one year later it has totally quit working. After an extensive search and doing all the recommended resets, software updates, etc. it just sits there. Another search revealed that this is happening a LOT and NETGEAR is not honoring the warranty. A particular article states that all new CAX80 modem/routers are for new purchases only and not for exchanges. So, what are we to do. The support email has not been responded to and their online forum where this problem has also been talked about is also being ignored. Since I rely upon my internet, I cannot wait any longer and will have to purchase something else now. But, this should not be allowed to happen. I went to NETGEAR's site and entered my serial no, etc and it said I was still under warranty.

• Review fromJohn F

  Date: 08/03/2022

  1 star

  John F

  Date: 08/03/2022

  I bought an Orbi mesh system with 2 satellites just over 6 months ago. All was fine. Nothing is used on one satellite other than my security system, the other is what my work laptop gets connected to, it has a vpn on at all times and is for work. The router itself gets the bulk of the use, TVs, phones, etc. I unplugged one of the satellites when we went on vacation and went to connect it when I got home. No dice. Can't re-sync it. Had to factory reset it, no dice. Had to factory reset the whole system while talking to netgear on the phone, still no dice. I was told they would have to connect remotely for a fee since it's over 6 months and fix it because they were corrupted. No clue how they were corrupted since virtually nothing gets connected to them. But here we are, with 2 satellite paper weights. I'll likely get a new mesh system at some point, but it won't be Orbi, and it certainly won't be netgear.

  NETGEAR

  Date: 08/05/2022

  Dear Mr.*********
  
  My name is John. I am a ******** Care Advocate of NETGEAR, Inc. 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 & service in the industry. NETGEAR Inc.
  
  I noticed you contacted our Technical Support Team on 8/4/2022, and both satellites are now connected.
  
  We'd like to know if you have any additional concerns.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Best Regards,
  
  John *********
  ******** Care Advocate
  NETGEAR Support

• Review fromMary M

  Date: 07/26/2022

  1 star

  Mary M

  Date: 07/26/2022

  I started working from home so had to call support for an issue with my Netgear router. They made me sign up for a service agreement before anyone would help me. They assured me I could cancel anytime. I just noticed months later that I got billed again so I made numerous calls to their 800 number service center appearing to be in India. I was just charged their 49.90 once again and I haven't used them for months and have been using Comcast. I had previously sent 2 emails responding to them regarding the service saying please "stop the service" and also called them. Today I called about the charge and they told me the billing department would call me back in 30 minutes. No call ever came. I called 2 more times being told the same and never got a call back. This is a scam beware of Netgear!! I had to call my credit card company to start a process of getting the funds back from them which has been a pain...anyway, don't use Netgear!!!!

  NETGEAR

  Date: 07/27/2022

  Dear Ms. Moon,
  
  I hope you are well.
  
  My name is John and I am a ******** Care Advocate for NETGEAR, Inc. I'm sorry to hear no one contacted you to terminate the support service.
  
  We value our customers and exceptional service is always our priority.
  
  Please be advised that your refund request is currently being processed. I'll post an update as soon as the refund is completed.
  
  Here is your case number XXXXXXXX.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Regards,
  
  John Philip S.
  ******** Care Advocate
  NETGEAR Support