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:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the brand new router mesh system and set it up it worked fine for two months then stopped working in november spent 2 hours with tech support and began working. Then a week later it stopped working spent 2 more hours talking to tech support and it would never work and they said it was defective. Ask for a refund or replacement and they said they would send me to customer care and they would contact me with in ********************************* and i have called back over ten times and been told I would be contacted many times and have never heard back. I would like a refund or replacement since it is still under the one year warranty

  Business Response

  Date: 02/22/2024

  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 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 one of our customer care representatives ****** is working on your support case#******** as you requested a refund. This request is not being reviewed and you may expect an update once we have the feedback from the concerned department.
  
  We want to inform you that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase.
  
  *****************************************************
  
  Should you have any questions regarding this, please do not hesitate to ask.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/09/2024

  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 had an issue a month ago with my Netgear router. I was on the phone with a Netgear representative who charged me upfront 99 dollars before looking into this issue. He had me press a button on the router and the wifi instantly worked. I told him "so you are charging me 99 dollars to press a button to fix my own issue". The representative assured me he was taking steps on his end to fix this issue for me. Later that night I tried the button, and it turned off the wifi. I pressed it again and it instantly turned on the wifi. This is very deceiving. I attempted to contact for a refund, to which I was told I would be getting one. That was 3 weeks ago. Fast forward to today, my friend was having an issue with her Netgear router, was charged 99 dollars to continue for them to help her. To which it was never a Netgear hardware issue, it was ******* for setting up the service incorrectly. ******* fixed the issue, while Netgear profited by doing nothing. I grew up on Netgear products and have always liked them. However, this will be the last time I ever use a Netgear Router/modem. They love to take your money, even though there is no real troubleshooting issue with your device.

  Business Response

  Date: 02/19/2024

  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 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 have processed a refund for your ProSupport Premium Support subscription, contract number ********, 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 let me know if you still need further assistance, and we apologize for the inconvenience that you have experienced.

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

• Initial Complaint

  Date:02/04/2024

  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.

  On February 3, 2024. I asked Netgear in writing (email) to cancel and not charge my credit card each month for a subscription security service that I no longer have a need for. I no longer have the device (a WiFi router). They continued to charge me however and have not responded to my repeated attempts to contact them.

  Business Response

  Date: 02/19/2024

  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 charge you received. 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 the submitted receipt in our system, which doesn't show NETGEAR as the merchant name associated with the received payment dated 2/3/2024, amounting to $49.95 and $1. It was settled with the STRNOW.TO company, and it was explained to you by our expert related to your case (********). We highly suggest filing a dispute directly with your bank immediately if this is not authorized.

  Please let me know if you still need further assistance with your account.

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

• Initial Complaint

  Date:01/29/2024

  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.

  I purchased a Netgear Mesh system with additional satellites that never functioned properly. The app provided limited information, making it impossible to identify the issue with the satellites. While the app showed that everything was working, it didn't provide any means to check if the satellites were transmitting a Wi-Fi signal. To receive support, I had to purchase a ************ account, but I faced significant challenges. Multiple attempts to reach their support team were unsuccessful, with no one available. When I finally got through, the technician's call lasted over an hour, and he initially had difficulty understanding the problem. He became rude, raised his voice, and eventually seemed to fall asleep during the call. After trying to figure out another way to explain my issue, he finally understood. Then I heard heavy breathing for five minutes. I tried talking to him but no response. Then when I asked if he was still there, he finally woke up and barked "YES". Then, he promised to call back after asking me to disconnect the call so it wouldn't reflect negatively on his job report denoting that he hung up on me, but he never did. The issue was never resolve and now I'm back to not being able to get a customers ******* agent.Furthermore, the last customer ******* support ticket I logged requesting help was closed out, leaving me unable to pick up where I left off or receive any resolution. When I received a response, it was addressed to another person named ********, clearly not me. Additionally, I have been unable to find a way to cancel the ************ ******* on Netgear's website, which automatically resubscribes.Given the ongoing issues with the product, its impact on my work from home, and the frustrating support experience, I am requesting a refund for all my purchases.

  Business Response

  Date: 02/14/2024

  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 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 apologize for the inconvenience if you have not been properly assisted in resolving the disconnection issue with your satellites. We referred this concern to a higher-level tier of our technical support to know the root cause of this problem. We highly suggest checking your email for any follow-up and keeping your phone line open, as we requested to arrange a call back to your listed phone number and preferred time.
  
  We also refunded the ProSupport Premium contract number ******** in your account. It was now canceled; therefore, there will be no more charges in the future. 

  Please let me know if you still need further assistance with your account.

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

• Initial Complaint

  Date:01/28/2024

  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.

  On Jan 19th after noticing the remaining days of my netgear armor subscription was too short since I had just renewed Sept 2023 I logged into my account to see that purchase did not add on to my current subscription I have with my Orbi but was added to a router I no longer own. If I had known this I would've asked taken care of this after purchase but nowhere on the receipt or in the promo email I received mentioned the router it was attached to. I reached out to customer service and a case was opened but it's now over 10days later and I have not heard from anyone.

  Business Response

  Date: 02/14/2024

  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 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 the transfer of Armor Security with contract number ******** to your new device, the Orbi ****** Tri-band WiFi Router (RBR50), SN: 5PM30BCW000AE. 
  
  We apologize for the inconvenience if it was not raised earlier with us, as the activated contract was previously linked to your old unit and running. Aside from making sure that the contract is now linked to your working unit, we also approved the extension of the contract entitlement, adding additional months to the contract, which will end on 1/9/2025.
  
  Please let me know if you still need further assistance.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************

  Customer Answer

  Date: 02/14/2024

   
  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. Netgear resolved the issue before receiving this complaint.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service 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.

  Had renewal billing problem in December 2023, could not get site to take credit cards on multiple attempts. Just let it expire, then purchased subscription services the days after at a sale price and payed for with PayPal. 2 weeks later services get shut off by NETGEAR, I all and want to know why. They basically tell me the system made an error and the need to send to another team to correct and my service will be reactivated. After multiple calls I am told my service will be reactived on Jan 19. Still no services on Jan 20th, I call in again to be told they do not know when the service will be reactivated & they will give me a call back in 3 to 5 business days. I just want my subscription services turned back on. As of today Jan 26th still no service and have been told that they are still waiting on the internal team, 16 days down.

  Business Response

  Date: 02/14/2024

  Dear Mr. ****************************** 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 ******** Services Issues and the service you received when you contacted NETGEAR and asked for help with your contracts. 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 it was confirmed that your Armor Security and Smart Parental Control contracts were activated on 1/29/2024. We apologize for the inconvenience due to the delay in our assistance. As a courtesy, we extended the entitlement of the contracts until 2/26/2025. 
  

  Please log out using the app or website and log back in to refresh the system at www.MyNETGEAR.com. If you are unable to log in to your account, please click on the "Forgot your password?" link to reset your password. ***************************************************************************************

  Please let me know if you still need further assistance.

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

  
  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21204482
  
  I am rejecting this response because: I dont want any free service, please reset my expire date to be back in December original date. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/19/2024

  Dear Mr. ********************************** day!

  We have updated the Armor Security and Smart Parental Control contracts which will end on 12/26/2024. 
  
  To view your NETGEAR Armor subscription plan:
  Launch the Orbi or Nighthawk app on your mobile device.
  Enter your NETGEAR account credentials and tap Sign in.
  Tap the home icon in the upper-left corner of the screen.
  Tap Settings.
  ************.
  The Security page displays your current Armor subscription status and expiration date.
  
  Please let me know if you still need further assistance.
  
  Kind *************************************************** Advocate
  **********************
  
  

   

  
  

  Customer Answer

  Date: 02/25/2024

   
  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:01/24/2024

  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 was billed by the Netgear for a recurring charge for $99.99 for Armor protection. I have no idea what this bill is for and have never authorized this service. I have existing antivirus and as a computer science graduate do not understand what this service would provide outside of an income stream to Netgear from unknowing and unsuspecting consumers. With as many frauds online as there are, it is outrageous that a company would choose to prey on the vulnerable like this. I have filed a complaint and request to Netgear by forwarding the emailed billing receipt to their customer service email 8 days ago, and other than a form letter advising that a case has been created no other action was taken to reverse the charge or remedy the situation. I contacted my credit card provider and was informed they will have to cancel my card and reissue a new one in order to dispute the charge. This presents an undue burden given the integral use of my credit card to pay valid recurring bills as well as having to change any existing links to the existing card number. Refunding the $99.99 is the least they can do after causing such an inconvenience.

  Business Response

  Date: 02/14/2024

  Dear Mr. *************************,
  
  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 a refund for the Armor Security contract ******** on 1/29/2024, amounting to $99.99. This should 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. You may also check your email for the cancellation notice made in the system and the refund confirmation sent. 
  

  Please let me know if you need further assistance with your account.

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

• Initial Complaint

  Date:01/23/2024

  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.

  I purchased a negear router in 2018 it was taklen over by someone i lost the ****** i paid for it i waited tioll a week ago and i put it online re regesterd the router under an email address and in the background they regesterd it with a totaly diffrent email that i havent any access to the copmpany 9 years ago told me iotr was deleted and that was optimum now thier is someone in the background regestering eveything under that email wich i lost 280 Thousand dollars in 2018 the router wasnt used in 6 years i plugged it in and automaticly regesterd under that email all thier reps want the serial number but they will not change the email address I want my router back and my email changed to my email address I have the recite its mine. and if thier is a problem with the router i want a new one, I called them in 2018 they would nopt help me the only way ios for ***** support for 2 years they are nuts, I spent ****** fopr the router them they wanted more money CROOKS MAKING BIG MONEY AND THE PEOPLE ARENT TOLD ABOUT SUPPORT UNTILL YOU ******** IT NO WERE ON THE *** NOTHING. Thats a sneeky way tpo do business and ill bet if the people new that they would not buy it.

  Business Response

  Date: 04/20/2024

  Dear Mr. ********************* style="font-size: 0.875rem;">I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.  

  We apologize for the inconvenience if the unit was no longer in your account. You may submit your proof of purchase and a photo of the serial number of the device to validate the authenticity of ownership.

  We apologize for the inconvenience if the unit is no longer in your account. You may submit your proof of purchase and a photo of the serial number of the device to validate the authenticity of ownership. 
  
  Please provide the following information for us to contact you:
  * preferred contact number
  * date
  * best time frame (please include time zone)

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

• Initial Complaint

  Date:01/23/2024

  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.

  Purchased a router from Netgear through BestBuy and the unit failed. Have an active warranty case with Netgear support, however, no response has been given to me and I have been passed around to different departments and people for a couple of months now. Last communication from them was 1/15/2024 and said I would hear back in ***** hours and it is now 1/23 with no response from Netgear at all.. I have made several communications to them since and they will not respond to me at all. The unit I was sold failed within the 1 year warranty period and they will not honor the warranty currently and have been stringing me along the whole time with no resolution. Its unethical and unprofessional

  Business Response

  Date: 04/20/2024

  Dear ****************,
  
  I hope you are well. My name is *******, and I am part of the NETGEAR ************* Team.
  
  We highly appreciate your cooperation in completing the replacement of the unit, Nighthawk 2.5Gbps Cable Modem (CM2000), related to RMA_ID *******, on 2/14/2024. 
  For future technical assistance, kindly contact them directly at ************, select option 1, or send an email inquiry to: ***********************************************************.
  

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

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Orbi router in which as of last week (around January 11) that my Orbi router stopped working. I completely factory reset the Orbi router 3 separate times, I changed all cords to and from the router, still the same issue. Internet was dropping after approximately 5-6 minutes. I then went and changed my modem out with my cable company to rule out that being the problem, still did not fix the issue. Therefore the only common denominator was the Orbi router. I modified settings within the router (channels, etc) to make sure this was also not the issue, and it was not the issue. I opened a case with Netgear (Case #********) to which they stated they would call. I never received a call. I then received a email stating that I needed to call in about my case, to which I did. On 1/18/23 at 4:04 PM I called and got one person, who stated I would be forwarded to someone else. That person then randomly sent me to someone else without any warning. Then the now third person forwarded me to a final person who was going to get me an RMA to replace my router. The 4th person to whom I was transferred, had no idea what I was talking about, and I had to start back over. Then the 4th guy stated he could not get me an RMA as I had not tried the troubleshooting steps. I again reiterated my story, which included EVERY single troubleshooting step, to which he stated he could still not send my case on for an RMA. I paid over $200 for this router, and simply would like my unit swapped out for another one. I work in technology, and know very well about the item I am trying to swap out. I literally tried everything. After approximately an hour of being on the phone, I could not stay on any longer. I spent 7 hours to find out it was the Orbi router, then I spent an hour explaining my story to 4 different reps, and still have got nowhere. I want a replacement on my Orbi RBR860 router.

  Business Response

  Date: 01/23/2024

  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 would like to convey to you our sincere apologies for the inconvenience you have experienced recently with our technicians and your NETGEAR product. This issue has no doubt caused you some frustration and we want you to know that NETGEAR Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled efficiently.
  
  We understand that you did your troubleshooting, the reason why we need to also conduct troubleshooting is because it's part of our protocols before we provide replacements. Aside from the troubleshooting steps that they can offer to you, they can also help us with the next course of action, by checking your device, debugs, logs, and also their findings. I can arrange a callback from our senior level 2 technicians so that they may be able to address this and process an RMA to replace the unit if found defective.
  
  Once again, we apologize for the inconvenience that you have experienced, but we are happy to work with you to find a resolution. If you would like me to have a technician contact you please let me know.
  
  Thank you for contacting NETGEAR.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21166012
  
  I am rejecting this response because:

  I am open to this, and I would definitely like a call from someone actually willing to help. I got tossed around to numerous technicians and spent hours re explaining my issues. My phone number is ************. Is there any certain day as to when I can expect a call? I get a lot of spam calls and do not answer numbers I do not know.

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

  Business Response

  Date: 02/09/2024

  Dear Mr./************************,
  
  I was out of the office the last few days, and I do apologize for not getting back to you sooner. 
  
  I revisited your case#******** and one of our senior support specialists is working on your case. I can see your conversation and you asked the specialist to schedule your callback today, Friday, February 9th at either 10 am or 4 pm. Please be prepared for a call from them at the time you've specified. 
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************