Complaints

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

close

Find a Location

NETGEAR has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/23/2023

  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 bought a new Netgear router and modem separately. I was hooking them up. I was getting some troubleshooting help from a technician and then once we got everything hooked up, I asked about purchasing the extended protection on both of the units at a discount they charged me $24.02 times on one of my credit cards and said that it did not go through so I gave them another card. They tried to charge it two more times and said it did not go through, I checked my card and they did go through just fine and when I checked my email I had to receipt which I will provide in the bottom is proof that Netgear charged me four times $24. He immediately said that he would get the right team on it and have it refunded within 72 hours , I have contacted multiple multiple times close to six times. Netgear asked them why I have not got a refund and they just keep telling me that it is in the works. This is extremely bad business to overcharge a customer not but once but four times and then drag out to return the money back to them. I am asking for the money back I am asking For extra because I have now had to pay interest on that money on both of my credit cards because Netgear has not taken responsibility and return the money back to me. Im asking to be contact higher official with Netgear so maybe we can resolve this issue instead of waiting months , thank you for your time

  Business Response

  Date: 08/27/2023

  Dear ********************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Service Issues and the contract you purchased that charged your account multiple times. 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 finalized the request for $24 (2x) back to your **** card ending **** and $24 (2x) to your Mastercard ending **** on August 27, 2023. The process of the refund takes 24 to 48 hours, and it may take up to 7 business days for you to see the funds credited back to you by your credit card company. Please be informed that I have already made sure that auto-renewal is turned off to avoid future charges for these canceled contracts.
  
  We would like to inquire about the serial number of your device so we can transfer the active ProSupport for Home: Extended Warranty and Support contract. Kindly respond to our case number, 47591671.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:08/23/2023

  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 Netgear Nighthawk AX4 WiFi router S/N 616306W8A0B75 in February this year. I was unable to connect to it last week and called Netgear to resolve the issue. They refused to help me because I have owned the device for more than 90 days and tried to up sell me on an extended warranty instead. I have never heard of a business charging customers to provide basic tech support over the phone. This product is still under warranty. Netgear is trying to make me pay them to repair a defective device and troubleshoot it. A company should stand behind their products and not try to extort customers as in a tech support scam, and make them resort to a regulatory organization to have problems made right.

  Business Response

  Date: 08/23/2023

  Dear Mr./************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you submitted a complaint regarding 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.
  
  Mr./************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR Nighthawk AX4 AX3000 WiFi Router(RAX35) has already expired for support warranty last 05/23/2023. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order 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.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 08/25/2023

   
  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:08/21/2023

  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.

  October 7, 2021 I purchased a WiFi mesh system with additional satellites and a pro support plan that covered replacement for 3 years. ORDER NO. *******. I also purchased a parental control option. $1,529.49 for hardware and around $100.00 for annual parental control plan. When main router and 3 satellites started having issues, they replaced router and satellite, but they will not on the last 2 satellites that will cost me ****** each to replace. They filled an RMA Case #: ******** and say they can not find out what happened and keep escalating to another department that will no longer respond. Its been going on for two months.

  Business Response

  Date: 08/23/2023

  Dear **********************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding 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 have personally taken the time to review your concern and we can see that one of our advocates ******** is working with your support case#********. I can see that she already created (2) RMA ******* & ******* to replace your satellites and it shows delivered yesterday Tuesday
  8/22/23 at 2:33 PM. If you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:
  
  *********************************************************** or dial ************** Press 1 for Technical support.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 08/23/2023

   
  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:08/17/2023

  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 just need my new armor subscription moved to my router 5VC39B72A0232 please assist completing.

  Business Response

  Date: 08/27/2023

  Dear ****************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Repair Issues and are requesting to transfer your existing Armor contract to your new 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 have successfully transferred the Armor Security 1-Year subscription to the Nighthawk AX11000 Tri-Band Wi-Fi Router (RAX200) with SN: 5VC39B72A0232.
  
  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.
  
  ***************************************************************************************
  
  For further technical assistance, kindly contact them directly at ************ select option 1 and provide our case number ********, or create an email inquiry to:
  
  ***********************************************************
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 08/27/2023

   
  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:08/17/2023

  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.

  Netgear has charged me $118.99 to fix my Netgear product that was malfunctioning. They did not provide a way to fix my Netgear product. I requested a refund the following day and was promised a full refund. Ive since filed for fraud through my credit card company. Netgear refunded me an insufficient amount 2 days before my card company prosecuted netgear to prevent being in legal action with my card company. I have yet to be refunded the remaining amount 68 days after the date I was swindled out of $118.99. I have called the company netgear over 20 times without the last month, being told every time a department will contact you within 2-3 business days. To this day I have never had a call from anyone on behalf of netgear dial my number. This company refuses to satisfy me in this matter and I have since disposed of their subpar product as its of absolutely zero use to me in non functional order and they refuse to fix it. Ive heard of multiple similar reports from this same occurrence happening with netgear. This company is not honest and sincere, and has lost a customer. Please look into this complaint. Thank you for your time.

  Business Response

  Date: 08/20/2023

  Dear ****************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Service Issues that 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 & service in the industry. NETGEAR Gearhead technical support team are available for service 24/7 via phone, chat, and email. As per the ******** Contract Terms and Conditions:
  
  A NETGEAR ******** Services subscriber may choose to unsubscribe from the plan within the first 10 business days of subscribing. After ten (10) business 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.
  
  Please check the link for reference: *************************************************************************************
  
  We partially refunded the amount back into your account, considering the resolved issue in your case number ********. We have not seen any cases created after that in your account showing that the issue reoccurred or that the technical team was unable to assist.
  
  I'll still raise your request with the higher management, and I'll send you an update related to case number 47572333.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20481868
  
  I am rejecting this response because:
  The information false, as they did NOT fix my issue the first time I called. Furthermore I called back the next day. And the day after. And many times after that. I am unsure where you are getting your information from but its absolutely incorrect and I have phone records to prove my case 

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

  Business Response

  Date: 08/27/2023

  Dear ****************,
  
  Good day!
  
  This is a follow-up on your case# ********, as we have received approval and processed a refund for your GearHead USA - Networking Support for Home Products, 12 Months subscription, contract# ********, amounting to $49.99. 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. 
  
  We apologize for the inconvenience caused by the long wait to process your refund.
  
  Thank you for choosing NETGEAR.
  
  Kind *************************************************** Advocate
  **********************

• Initial Complaint

  Date:08/17/2023

  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 spent over $1500 on a wireless orbi mesh system to replace my extremely reliable R9000. I switched my network over and immediately had issues with the router not being able to communicate with the internet. The issue is very clearly the router. The modem does not drop connectivity, the router just stops sharing the internet properly with the network.I purchased the device on July 30th and was having this issue repeatedly every day within 2 weeks. I contacted Netgear and they refused to help me return the device, even though I'm within the 30 day return period. I repeatedly asked for help returning it, but they kept trying to provide troubleshooting advice that did not make any sense at all. For example, I repeatedly told them the issue was for wired devices as well as wireless devices, but they provided directions for changing the wireless channel. To further confirm it was the new router, I switched back to my R9000, which uses identical settings, and everything worked on my network again. I did not experience any internet connectivity issues. The issue was very clearly isolated to the brand new router that I shelled out $1500 for.At first, I would have been happy with just a replacement of the router, but the responses I received from support continually illustrated their lack of knowledge and inability to actually help. I have no faith netgear can produce a functional product and just want to return it and go back to my previous R9000.

  Business Response

  Date: 08/17/2023

  Dear ************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** We understand from your recent correspondence that you submitted a complaint regarding Product 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 are sorry to hear about your experience with your NETGEAR device. We understand you are now requesting into getting a refund for your product purchased from our NETGEAR Store online. I noticed that you have an order#******* with us which was purchased on 7/20/2023. If you decided to return your order you may process your return/refund on our store website:
  
  ***********************************************************
  
  We apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution. If you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:
  
  *********************************************************** or dial ************** Press 1 for Technical support.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:08/16/2023

  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 Netgear Nighthawk router a year ago after many months of functioning perfectly it just stopped working. It would allow devices to connect to it but would not connect to the internet. After extensive troubleshooting including following the steps on the company's own website and reaching out to my own isp I contacted Netgear. The company response was to ask some questions and then inform me that I would have to pay additional fees in the form of a "premium support plan" before any further communication could occur since I was not otherwise eligible for phone/email/chat support. No further communication was had despite my producing the desired information, proofs of purchase, and images of the item itself. This seems like an absolute scam to force people into paying for product insurance. This needs to be made more publicly visible.

  Business Response

  Date: 08/17/2023

  Dear ******************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding Guarantee Or Warranty Issues and 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 & 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 Year Hardware warranty. As per NETGEAR Consumer Warranty Policy, the product is also entitled to 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR Nighthawk AC1900 WiFi Cable Modem Router(C7000v2)
   is already expired for support warranty since 03/31/2023. Since the Support warranty entitlement of your product expired, our support team had to offer our available extended support warranty in order 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, I can see that one of our technicians already got approval to give you one-time ***** support for them to check your device under your support case#********. You may respond to that support case so they can attend to your case.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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 an Orbi network system in 2022, which came with 12 free months of Armor security. The Armor feature was never turned on by me and never used. It auto-renewed without my consent and I was charged $110.24. I could find no way within the mobile app for Orbi, or using the desktop interface on where to locate the subscription and disable it, so I opened a claim with Netgear on 7/25/2023 (claim # ********) asking that they disable the auto-renew and refund me the charge. This was within 24 hours of being charged. I never heard any reply from Netgear even though I went through their official support channels. I've added comments to the still-open support ticket asking for an update -- no reply. So I've contacted by credit card issuer and filed a fraudulent charge report with them. Exceptionally horrible customer service on **********************'s part.

  Business Response

  Date: 08/17/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Billing or Collection 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 sincerely apologize for the inconvenience that this has caused you and also for the confusion. We have approved and finalized the request for $110.24 back to your credit card as of today, 08/17/2023. The refund process takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  We are sorry for the delay and inconvenience this has caused. Thank you for choosing NETGEAR.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 08/19/2023

   
  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:08/15/2023

  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.

  Dear ***/*****,I am writing to file a complaint against Netgear Inc. regarding their customer service and product quality.In 2016 October, my family purchased a Netgear Nighthawk X6 Router with model number R8000. It stopped working in 2021 due to overheat issues -- the router's temperature became hot then crushed. In 2021 December, my family purchased a Netgear Nighthawk Mesh WiFi 6 System with model number MR60, which includes one router and two satellites. However, one satellite stopped working in 2022. Recently, the other one frequently disconnected from the home network and eventually stop working last week.I tried to troubleshoot the problem by searching online but all my effort failed -- the satellites cannot synchronize with the base router anymore. At the same time, I found there are many similar complaints about Netgear routers' quality online. As a last resort, I called Netgear customer service but the representative told me our warranty had expired and the only thing they could offer is an expensive extended warranty contract.I believe that Netgear's products are not of good quality and their customer service is unsatisfactory. I would like to request that you investigate this matter and take appropriate action against Netgear. Additionally, I would like to request a full refund for the products I purchased.Thank you for your attention to this matter.Sincerely,***************

  Business Response

  Date: 08/16/2023

  Dear **************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding the Product 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 & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  Our Technical Support is available 24/7 for their services, and we're offering subscriptions for a customer to select according to their preference if the unit being consulted is already out of warranty, aside from the services we're offering as a courtesy.
  
  We would like to request a valid proof of purchase and a photo of the serial number of the router so we can pull up your account in the system and raise your request with the concerned department. I'll send you an update related to case number 47562201.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:08/14/2023

  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.

  Contacted Netgear since having a firmware on my mr6500 update on my hotspot it's not charging but shows it's charging. Netgear said to contact **** since it's through them. **** said they've received several complaints about the same issue. The battery shows charging but it's not charging. It's a Netgear issue and they didn't want to deal with it. This hotspot was very expensive to only last a year and a few days. I've tried all troubleshooting and nothing helped!! Companies try to blame other companies.

  Business Response

  Date: 08/16/2023

  Dear **************,
  
  I hope you are well. My name is ******* of NETGEAR ************* Team. I understand that 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.
  
  **************, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  Please be advised that the NETGEAR MR6500 is being distributed exclusively through AT&T, along with its product warranty, according to your signed agreement with them. We can only extend our Service warranty as a courtesy, following the policy protocol.
  
  With this issue, we would like to request a valid proof of purchase so we can validate this claim and inquire about an option to alleviate your concern.
  
  I apologize again for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 08/17/2023

   
  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.

  AT&T sent me a brand new hotspot under warranty and if I find the same problem with the software update ruins the battery I'll take this matter further. AT&T told me they've received several complaints regarding the same issue with the battery only lasting a year and it constantly overheating. These units are very expensive to only last a year. 
  
  Sincerely,
  
  ***************************