ComplaintsforNETGEAR

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩