Business Profile

Internet Services

NETGEAR

Headquarters

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Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

392 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

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Submit a Complaint

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: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 a Netgear Modem/Router combo when I moved into my new place. Set it up with Xfinity my internet service provider. After traveling for work a bit I notice my home internet speeds are very slow. I contact Xfinity and they said they are showing proper speeds being sent to my home. After a couple hours of trouble shooting, they have me attempt speed tests over wifi and over an ethernet cable. Wifi sucked but when I hard wired it eith ethernet the speeds were what I paid for. I then contacted Netgear. After 3 hours of trouble shooting and even getting Xfinity support on a conference call we concluded it must have been an issue with the wifi antenna on the device. The ********************** support person hung up. Then sent me an email saying they got disconnected and tried to call me back. I had no missed calls of voicemails. I tried calling them and was on hold for 2 hours and gave up as no one ever took me off hold. I reached out to their support over ******** and they claimed they would call me during a time I was available and 2 weeks later I haven't heard back. It's too late to get my money back from ******* and netgear just refuses to help.
Business Response
Date: 01/23/2024
Dear Mr./Ms. ********,

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 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 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 you are now requesting into getting a refund of your product. 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. We noticed that one of our senior support technicians is working on your case#******** and as of writing, I can see that they are checking the gathered data with our backend team to diagnose the root cause of the issue. I can send them a follow-up to provide you with an update on your case.

The following link details product warranty information:

*****************************************************************************************************

We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution.

We appreciate your time and patience.

Yours in Service,

****************
************* Advocate
**********************

Customer Answer
Date: 01/23/2024

Complaint: 21162385

I am rejecting this response because:

Hello ******,

Thank you for taking the time to respond to my complaint. I can appreciate that your role is to care for customers like myself but I will outline below Netgear has failed woefully at any attempt at treating me with any kind of respect.

I purchased your product from ******* and noticed the issue in the following weeks. I first contacted Netgear on December 21, 2023 regarding this issue. I spoke with an individual named ****** for roughly 3 to 4 hours (after spending 1 to 2 hours previously speaking with my internet service provider). As the problem solving steps neared its end I started to form a conclusion that the physical ethernet ports are fine but something must be wrong with the antennae as I was receiving proper speeds of roughly 780Mbps with an ethernet cable but 80Mbps via wifi 2.4Ghz. While I was explaining my theory the individual got disconnected (giving him the benefit of the doubt but honestly after the service Ive received I have half a mind to believe he hung up to avoid sending me a replacement). He then sent me an email stating he got disconnected and he couldnt reach me even though I have no missed call or a voicemail showing he made any attempt at contacting me. I tried to call back but was on hold for an hour and gave up at that point. This all happened with case number 47897639.
On December 28, 2023 I contacted Netgear through ******** as I had not received a call back or could I reach Netgear through its customer support. At which point I was asked for my initial ticket number (47897639)which I provided. I did not receive a response for 2 full days and sent a message following upon December 30, 2023. I did not receive a response until January 3 **** asking for my contact info, dates Im available and Best time frame with time zone and I responded in about **************************************** this response, I had no missed calls or voicemails. Then I provided the days and times Im available.

I received a response a full 5 days later on January 8, **** acknowledging my response apologizing for the delay and saying they would pays along the info to the support team. At the same time a new ticket was created with a new case number of ********.

On January 12, *********************************************** patiently waited and would submit a report to the Better Business Bureau as it has been almost 2 weeks with literally no response by mail, email,phone or ********. To which I received no response.

I then received a call on January 19, **** and missed the call due to being on a work meeting myself and call back 30 minutes later. Got connected with someone who had me try changing the *** numbers. She told me that I should give the router an hour to boot up and understanding its new programming. If after an hour the speeds did not change I should call back. As you could have guessed nothing changed and my speeds were still the same (very slow). I called back again after an hour and the service rep reviewed the notes and said someone would have to call me back from level 2 support as no one was available. They said no one was available that evening but they would call me back the next day (January 20, ****) by 11pm.
On January 20, **** someone called me at 9:30 and tried to redo all the steps done over the previous month of various supports steps and I explained all that had been done and Im not wasting my time doing all that again.So he then reviewed the notes and asked me to try something else. As you can guess nothing changed. He was perplexed that one step he asked me to complete would not work and I even sent him screenshots. He said that it was very weird and that had never happened. He then said he would have to get with someone from level 2 to review the information I sent him and if they knew why they would call me one what to try next or they would be able to send me a new device. I was asked to expect a call on January 21, ****, before 11pm. At this point the ticket was not updated but surprise surprise I received ANOTHER NEW TICKET NUMBER ********. I also did not receive a call on that day, and as I type this response I did not receive a response on either January 22 or 23, ****.
Also as I received your response today via Better Business Bureau I got yet ANOTHER ticket number ********. Please note to save a little time I didnt include the numerous other calls I made between December 21 and 28, 2023 also between December 28 , 2023 and January 8, ****. Many of which I was on hold for over an hour sometimes 2.
So I apologize for the long response but your kind words do not promote any feelings of false hope that you will resolve this matter. You yourself stated a ticket number from last week when a new one was created, that tells me no one knows whats going on nor is anyone actually ensuring the cases are getting resolved to the customer satisfaction. If you nor your colleagues do not care to resolve my issue thats ok. And if you cannot give me cash then I will take a ******* gift card or something of that nature. At this point Netgear has made very clear its intention is not to resolve my issue but to continue to run me around in circles till I get tired and go away.
I look forward to your response and hope that while Netgear may not be interested in standing by the quality of its product or service that it is at least interested in closing this case to what little satisfaction I may get from whatever is decided.

Thank you ******

Sincerely,

***********************
Business Response
Date: 02/09/2024
Dear Mr./Ms. ********,

I was out of the office the last few days, and I do apologize for not getting back to you sooner.

We value your opinion and appreciate the feedback you have provided as we continuously strive to improve our products and services. I revisited your ongoing support case#******** to check the progress and I can see your recent response dated 02/05/2024 "You managed to convince the store manager where you bought the product that it was a useless device and they refunded you your money". First and foremost, we want to express our heartfelt regrets for the inconvenience your NETGEAR device has lately caused you.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:01/17/2024
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 ordered a product on September 5, 2023. After multiple times that my router would not work and would randomly disconnect, On Dec 19, 2023 the product quit completely. I had my internet provider come check multiple times thinking the issues were with them. I was told the issue was my router. I reached out to netgear after trying to get a return from the company I purchased from and was told to get any product support after 90 days so had to pay them to help me. So after spending $285 for this router that quit 2 days after the 90 day warranty. Upon calling netgear I was told I had to pay to get any kind of technical support. Ridiculous. Its terrible business to have products that dont work and then charge customers to get any product support whatsoever. Never buy a netgear product! Terrible business and terrible customer service. *************************** was who I dealt with when asked to speak with a supervisor. She was extremely rude and kept cutting me off when I tried to explain that I have been trouble shooting with no luck.
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 Repair Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We 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 contacted our technical support on 1/17/2024, under case#******** about internet disconnection issues. Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.

Since the Support warranty entitlement of your product expired on 12/17/2023, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.

As a courtesy, we will provide you with one-time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.

The following link details product warranty information:

*****************************************************************************************************

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 01/23/2024

Complaint: 21157162

I am rejecting this response because:
The fact that somebody has to pay for basic product support for items that are required to purchase this extended warranty. Somebody shouldnt have to pay for basic product support.
*************************************
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. We sincerely apologize for the inconvenience that this has caused you and for the late response.

We value your opinion and appreciate the feedback you have provided. As stated in a previous email, all New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.

*****************************************************************************************************************************************
******************************************************

We will provide you with one-time ***** support to check your product issues. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************
Customer Answer
Date: 02/09/2024

Complaint: 21157162

I am rejecting this response because:

*************************************
Initial Complaint
Date:01/10/2024
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.
Netgear has received a payment for services for security on my WiFi router for up to three years. My internet went out today due to lack of securitys that they said I did not pay for. They said I paid for technical support and not for securities. I was told on Sept. 23, 2023 that I was paying for three years for the securities on the internet and this evening thats not I was told. Therefore, they wanted me to make another payment. The payment I made on Sept. 23, 2023 was $160. I would like a full refund. They told me they dont have a refund policy and that I would have to talk to my bank.
Business Response
Date: 01/15/2024

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 a service for security on your WiFi router. 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't see any active subscription on your NETGEAR account under email address <********************>. For us to check further and validate the claim charges from your account, *** we ask for proof of charge showing the paid subscription or service that you paid for?

You can send it again to ******************************************* with the subject line of your case: (********) or attach it to your next reply.

Thank you for your cooperation.

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:01/05/2024
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 1/3/24, our xfinity went out and both our tv and internet went out, we had xfinity come out and they said it was nicked outside due to the weather and everything looked fine and should be up and running but the router wasnt allowing us to access the internet and web browse or go onto to any gaming. So I decided to dig a little further and see if going onto Hulu or ******* via WiFi would work and it did. When I checked the signal it said we had a great signal and we were online. So I decided to chat with with Netgear bc I had had issues before with my router where they did an upgrade and apparently it caused where we had no access to the internet, I informed netgear of this when chatting and speaking to them on 1/3 and 1/4, they had someone call me back, and immediately they said that my router needed to be reconfigured and I would have to pay $99, I told the man that it didnt make since bc I could just go and buy a new router bc xfinity was saying on there end everything was working and netgear is saying everything with my router was working, it just needed to be reconfigured and that would require tech support, and that would cost me $99 for one year but all my equipment would be covered. I told him if it is working fine and needs to be reconfigured then just send me the instructions from my router and I will reconfigure it manually. He said that he could not do that, he put me on hold for some time and sounded like kids in the background, when he came back he asked if I wanted to proceed, I said so my system is working great and I can buy a new system but it would still need to be reconfigured and would cost me $99 no matter what and i cant do it myself even though the WiFi was working on my tv just not able to browse the internet on my phone or gaming? He paused and kept asking do you want to proceed and fix the issue, I said sounds like I have no choice, it only took *********************************************************** log on netgear sight.
Business Response
Date: 01/15/2024
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 Service 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 technical support under case#******** assisted you and performed troubleshooting steps to configure the device and shows that the issue was resolved. As per NETGEAR Consumer Warranty Policy, the product is also *********** a 90-day Service warranty from the date of purchase for any technical assistance. Since the Support warranty entitlement of your product expired on 09/16/2022, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.

The following link details product warranty information:

*****************************************************************************************************

Per the ProSupport Contract Terms and Conditions:

NETGEAR Refunds Policy (Only Applies to Subscription *****************)

A NETGEAR ProSupport for **** Services subscriber, who has not used the entitled services, may choose to unsubscribe from the plan and receive a full refund within the first thirty (30) days of the subscription. After thirty (30) days, the subscription is NOT refundable. If the services have been used, NETGEAR will deduct an amount proportional to the usage (number of incidents multiplied by the ongoing pay-per-incident rate) and refund the balance amount. Pay-per-incident services are not refundable.

Per the guidelines, I regret to inform you that your request has been denied. Here is a link to a copy of the guidelines that were e-mailed to you when you purchased the contract: **********************************************************************************************************
*************************************************************************************

Because you have received troubleshooting steps and the issue was resolved, we are taking out a pay-per-incident of $49.99 and will issue a $50.00 refund which you will see on your credit card within 5-7 business days. The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.

Additional support information can also be found on our Knowledge Base located at: **********************************************

Thank you for your business with NETGEAR, Inc., and have a great day.

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:01/03/2024
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 purchased a Netgear Router RAX-20 in 2022. After my 90 day free support ran out, I was told I can manage my router through the web portal, but the web portal is inaccessible. It keeps looping me through a "change admin password" message. when I call customer service, they want to charge me 10 cents to access the support, but they insist that I sign up for a 90 day, 6 month, or one year service plan, which I can then cancel. I have zero faith that i will be able to cancel that plan. They keep telling me it is "device support" when it is clearly not about the device, but access to the account that I set up upon purchase and am supposed to have access to, so they won't pass me on to a supervisor, etc.
Business Response
Date: 01/15/2024
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 **************** 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 technical support under case#******** assisted you with the account admin issue and shows that the issue was resolved without the service contract being activated. As per NETGEAR Consumer Warranty Policy, the product is also *********** a 90-day Service warranty from the date of purchase for any technical assistance. Since the Support warranty entitlement of your product expired on 01/01/2022, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product.

The following link details product warranty information:

*****************************************************************************************************

If you still need technical assistance, we will provide you with one-time ***** support as a courtesy. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.

As NETGEAR, Inc. returns and or refunds are handled directly through the reseller where the product was purchased, according to our warranty policy:

*************************************************************************************

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:01/02/2024
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.
Netgear's ************************ does not work as advertised. There is no indication in the technical materials that one has to pay for this when buying a router. The option exists in their admin software but has been disabled. Netgear the forces their customers to pay for an annual subscription. I purchased a subscription and specifically asked for it to NOT autorenew, and now it has automatically renewed. Nergear makes it easy to sign up for the subscription as an in-app purchase but very difficult to cancel it. There is no way to cancel the service in the app. One has to email netgear's support with the router serial number to request a cancellation. I emailed them 5 days ago and I have only gotten an automated email that my email was received. I called netgear's support line and was told that I had to call a different number to request a cancellation. I called this number and got an automated recording that repeatedly asked me to enter 1 to continue, and then hanged up. This is a shady business practice!!
Business Response
Date: 01/15/2024
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 Service 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 your NETGEAR Smart Parental Control - Annual with contract#******** has been canceled and refunded on 1/4/2024 amounting to $76.20. The contract is now also canceled, therefore there will be no more charges in the future.

We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.

Kind Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:12/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a nighthawk router in February this year. It has been resetting often and not working right. I call support and they only offer 90 day support for their product. This is the biggest bull c*** to me. Its netgears product, and they only have to support it 90 days? After that they charge me over $100 for any tech support. This is so messed up that they can do that. I will never buy another netgear product. Easy way to keep customers but they dont care.
Business Response
Date: 01/08/2024
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 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.

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. Please be advised that New NETGEAR products come with a one-year warranty and 90 days of complimentary technical support.

*****************************************************************************************************************************************

******************************************************

Since the Support warranty entitlement of your product expired on 04/26/2023, our support team had to offer our available extended support warranty to be able to conduct configuration assistance on your product. We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 01/09/2024

Complaint: 21057568

yes I would love the one time help. I can be available most times each day if I know when. Wednesday/thur/fri are all pretty good if you can just let me know what time.
thanks *************

Sincerely,

*************************
Business Response
Date: 01/31/2024
Dear Mr./******************,

I have now asked our support to give you a call. Please be prepared for a call from them within the next 24 - 48 business hours. If you have any technical issues or concerns about your NETGEAR devices. Don't hesitate to get in touch with Support via this link:

*********************************************************** or dial ************** Press 1 for Technical support.

Thank you for choosing NETGEAR.

Sincerely,

****************
Customer Care Advocate
**********************
Customer Answer
Date: 02/07/2024

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:12/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the new Netgear Orbi 970 Series Quad-Band WiFi 7 Mesh System, 2-Pack. For the last two weeks I've been trying to get the NETGEAR ProSupport for Home support service to provide me an RMA to return these defective items. I've spent 5+ hours of my time calling working with them to try and troubleshoot the issue. I'm at the point now I just want to return them and get a refund. The case number for the troubleshooting is ********. I tried to go on and just request a return and was not sent the Fed-*********** labels like they said they would.
Business Response
Date: 01/08/2024
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 case#******** and we can see that one of my colleagues ******* is now processing your Return Merchandise Authorization (RMA#*******) for you to return the product for refund. The label is waiting for export and we are keeping an eye on it and will send it to you once available.

We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.

Kind Regards,

****************
************* Advocate
**********************

Customer Answer
Date: 01/08/2024

Complaint: 21056223

I am rejecting this response because: still being requested to send invoices and pictures of bottom of router before they will send the return labels. These particular items have been sent multiple times and are attached to multiple cases. Every time they don't want to deal with my request to return the items, Netgear opens another case and requests the same items.

Sincerely,

***************************
Business Response
Date: 01/31/2024
Dear ********************,

I have personally taken the time to revisit the return and refund for your Order: ******* and I can see that your refund has been processed and completely posted on 1/25/2024 amounting to $1,641.98.

We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.

Kind ************************************************* Advocate
**********************
Customer Answer
Date: 02/02/2024

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:12/26/2023
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 them and it will not work. Have called customer service for over one week and they have no resolution. I am out over $700 and they refuse to help us fix this and get a resolution
Business Response
Date: 01/08/2024

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 two of our technical support are helping you with your product issues under case#******** and ********. We have noticed that they helped you process your replacement with RMA#******* and you received your replacement on Saturday, 12/23/23 at 12:03 PM ****** Tracking#************).

We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution if the issue is still not resolved. If you would like me to have a technician contact you please let me know.

Thank you for contacting NETGEAR.

Yours in Service,

****************
************* Advocate
**********************
Initial Complaint
Date:12/23/2023
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 wanted to replace my xfinity cable modem with a Netgear CM2050V, I was on the phone with netgear and xfinity for 12 hours tell 4am trying to get my new cable modem to work, it never did work and I lost ******************************************************************************* over 15 times on the 12 hour phone call, this is the wost place to buy *************** from they have no clue on how to fix issues and they claim there CM2050V cable modem works with xfinity right on the front of the box but it really does not
Business Response
Date: 12/25/2023
Dear ********************,

I hope you are well. My name is ****** and I am a ************* Advocate from ********************** We understand from your recent correspondence that you have submitted a complaint regarding Repair Issues and the support you received when you contacted NETGEAR and asked for help with your device. We would first like to thank you for your feedback. We 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. can replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also *********** a 90-day Service warranty from the date of purchase for any technical assistance.

We have personally taken the time to review your concern and we can see that one of our technical support team is still working on your open support case#********. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating ticket ******** online.

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, according to our warranty policy:

*************************************************************************************

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 12/25/2023

Complaint: 21051079

I am rejecting this response because:
I was on the phone with netgear and I paid for pro support but never got to get to pro support so I was ripped off with that and I was on the phone with Xfinity and netgear for 12 hours straight and if netgear could not answer the question they would hang up the call, I was hung up on over 20 times in the 12 hour period because netgear has you pay for pro support but you get normal support the issue ended up being a issue with netgears product and they had no clue on how to fix it or find a person able to help out, netgear rips you off on the product that never worked with Xfinity and I paid for pro support and was never given pro support, netgear does false advertising and has no clue on the products they sell
Sincerely,

***************************
Business Response
Date: 01/08/2024
Dear ********************,

First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this kind of issue with the NETGEAR products.

We, at NETGEAR, wanted to exhaust all possible and available technical support assistance so we could better assist you and move forward with your concern. Please allow me to set up a call with our Senior Level 2 technicians to better assist you. If the issue can't be resolved by our senior L2 support they need to isolate the case to our engineers, they can also help us with the next course of action, by checking your device, debugs, logs, and also their findings.

We also noticed that your paid ProSupport - Extended Warranty and Support with contract#******** has been refunded on 12/26/2023 amounting to $79.99.

Please provide the following information for me to schedule a call from our support team.

* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

We look forward to speaking with you.

Regards,

****************
Customer Care Advocate
**********************
Customer Answer
Date: 01/26/2024

Complaint: 21051079

I am rejecting this response because: you guys are a joke and will you knew ******* would not work with your CM2050V cable modem but you kept it on the box saying it will work and it does not, ******* found this information out just look on your web boards where people talk it is all over the place you people are a false advertising and you are a bunch of thieves

Sincerely,

***************************

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