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:07/03/2023

  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 purchased a new Orbi 960 mesh internet router from Netgear through my employer. The router was mistakenly registered to the wrong person during purchasing. I need it to be registered to me so that I can use the parental controls on this router. I have contacted netgear support numerous times, each time with ******* promising to resolve the matter. They have not resolved the matter and are now ignoring my case on their online support page. They say a supervisor is required to resolve the case but will not let me speak with a supervisor, and then a supervisor at one point responded through the online portal they did not fix the issue. This should be a very simple matter to resolve but netgear has prevented me from directly interacting with the reps that are authorized to resolve the matter. I am out of options for this very expensive piece of equipment thus am contacting BBB for help. My netgear username is ******************

  Business Response

  Date: 07/11/2023

  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 your request to transfer your NETGEAR product registration. 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 for the late response. I have personally taken the time to review your concern and I can see that your NETGEAR product was registered to your company's account (***************************************) which you used to purchase it online (Order#*******).  I will be more than happy to assist you to transfer the registration of your product, I will need 24 hours to get this complete as we need help from our support team to also transfer the NETGEAR Armor associated with the product manually.
  
  I will send a confirmation once this transfer is completed.
  
  We appreciate your patience and thank you for choosing NETGEAR.
  
  Kind Regards,
  
  ****************
  ************* Advocate
  **********************
  

• Initial Complaint

  Date:06/29/2023

  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.

  Today on 28th June I was trying to adjust settings to a router I had rightfully bought and owned. It was beyond the 90 day warranty period (purchased 01/02/2023). Upon trying to log in to my router to adjust said settings my serial number was not being accepted as valid or it was telling me that it did not match the device I was connected to so I contracted Netgear customer support on ************ and was informed that my 30 day complimentary security had expired and that the settings to my rightfully owned modem could not be accessed or modified unless I first purchase "security" of which the minimum plan is 3 years and $99.00. The charge triggered my bank to detect a fraudulent charge and block it but under advice from Netgear I verified the charge and the second charge went through. I was then told a technician would call within 30 mins to activate my modem settings. It remains to be seen if that will in fact happen. It seems very deceptive to force a charge for settings on a device that costs less that enable basic functionality of a device and disguise them as "security".

  Business Response

  Date: 07/04/2023

  Dear Mr./****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand 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.
  
  Your account with us has been reviewed personally by us, and the most recent conversation with our support was on 1/2/2023. On 6/28/2023, you tried to communicate with one of our chat representatives, but your attempt was unsuccessful, and the chat session ended.
  
  According to your statement, "you contracted NETGEAR customer support on ************ and was informed that my 30-day complimentary security had expired and that the settings to my rightfully owned modem could not be accessed or modified unless I first purchase "security" of which the minimum plan is 3 years and $99.00." The phone number is not affiliated or it's not the number of NETGEAR supports and we don't offer these such complimentary security.
  
  It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. Could you please tell me how you contact this third party? Can you give us any information for our records?
  
  NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link:
  
  **************************************************************
  
  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.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 07/05/2023

   
  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:06/26/2023

  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.

  I purchased an Orbi AX4200 Cable Modem Router on 12/28/2022. I successfully configured and setup the product with Xfinity, however the modem will not register properly and I keep loosing internet connectivity every couple days and have to reboot the router to re-establish internet. I have been working with Netgear support and they have been unable to resolve the issue. They sent me a replacement modem and that replacement was defective. Netgear had me send back the defective replacement, which I did, and they are suppose to send a second replacement. They have not sent second replacement. Their support department is very difficult to work with. It has been over 6 months trying to get the product working properly. I have even purchased an extended warranty so that Netgear would continue working on the issue. I feel six months is an extreme amount of time to resolve a problem and I am requesting a full refund on the product and the extended support that I purchased.

  Business Response

  Date: 07/04/2023

  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 your NETGEAR product 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 are sorry to hear about your experience with your NETGEAR device. We understand you are now requesting into getting a refund of the product that you have purchased. 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. Per NETGEAR Inc.'s return/refund policy, NETGEAR.com purchases of new products, services, and, memberships can be returned within 30 days. 
  
  ***********************************************************
  
  For your ProSupport for **** - Extended Warranty and Support 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 ten (10) business days of the subscription. 
  
  **************************************************************************
  
  While NETGEAR is unable to provide a refund, we are happy to help troubleshoot the product so we could work out a way that will meet your needs.  I can see that you've been provided a new replacement already last 06/27/2023 with RMA *******. We would like to know if you are still having problems with the replacement. Support Experts are available 24/7, and are reachable at the following numbers: 888-NETGEAR *************) opt 4. As our Support Experts state, we will happily issue you an RMA to replace your unit.
  
  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 Support Expert contact you, please let me know.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:06/26/2023

  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.

  Netgear is trying to make me pay them to replace a defective device and troubleshoot it. I am not requesting troubleshooting or product support. I am requesting replacement for a failed device that does not operate properly. I told them this and they are asking me to pay and not honoring my 1 year warranty. A device will not factory reset itself and delete the settings on its own unless it is faulty. It doesn't take an expert to figure that out. Once told that it should be clear it is in need of replacement. Instead I was denied this, asked for a receipt that is impossible to provide despite the fact they already have the product registration on my account and the purchase date, and all this information available as confirmed. Apparently the RAX41 is simply junk and a lemon they knowingly sold me as a defective product they won't replace now. I was also asked to pay for a service contract for a device still inside the warranty. This is not acceptable behavior. A 1 year warranty is a 1yeat warranty, not only if you pay them to honor it. This is deception and a scam and will be reported legally. In the very least this router should be replaced with a new one and I feel like I deserve a full refund at this point of the retail price this was sold for as it never did work right instead having nothing but problems. I have done every possible troubleshooting step in the book including a factory reset and it will not work properly which clearly indicates nothing I do will ever fix it as there is a fault in the hardware or something wrong present when it was purchased. 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. Shame on you.

  Business Response

  Date: 07/01/2023

  Dear **************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that 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.
  
  **************, 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 AX5 AX3600 WiFi Router(RAX41) is already expired support warranty, our technicians also ask you to provide proof of purchase so they can validate the authenticity of your warranty. Proof of purchase is required to get warranty service according to our warranty policy:
  
  *****************************************************************
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  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.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  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: 07/03/2023

   
  Complaint: 20235492
  
  I am rejecting this response because: they are trying to justify violation of their own warranty policy and trying to make me pay for replacement of the defective product instead of providing actual customer service. The issue was clearly described and they still refuse to replace the item, instead tangenting and going into the direction to suggest I asked for configuration assistance or ever needed that which I don't and did not ask for. They have all the information needed and are looking for an out that isn't there. Information was provided to them. Receipt was uploaded to their portal.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/04/2023

  Dear **************,
  
  This is to acknowledge the response that you sent us and please accept our sincere apologies for the inconvenience.
  
  Upon reviewing your continuing support case#********, they have determined that the reason they are requesting that you provide evidence of purchase prior to processing a replacement is that, in accordance with our Warranty-Return-Policy, proof of purchase is necessary in order to receive warranty service.
  
  *****************************************************************
  
  We have validated your provided proof of purchase and the Advocate McGally already initiated your RMA ******* and waived the shipping fee. You only need to complete the encrypted link sent to your email to complete your RMA. Just to give you a heads-up the link will require your credit card for collateral purposes but you will not be billed for shipping fee since it was waived. The only time we will charge you is if you don't send back the defective item after getting a replacement.

  Warranty replacement procedure: *****************************************************************

  Should you have any questions regarding this, please do not hesitate to ask.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:06/26/2023

  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.

  On 6/8, I purchased a 1 year subscription of Armor at a discounted price of $43.30 (invoice number *********); however, I was charged on that same date an additional $108.24 (invoice # *********) for the same service.I would like a refund of $108.24 because that charge was done in error.When I agreed to sign up for the 1 year subscription it was at a discounted cost of $43.40.**************************************************************************************I received the response below but have yet to receive my refund:My name is ***. I am a ************* Advocate of ********************** I am contacting you in regard to your recent concern (Case #********).This is to inform you that the refund request of your Armor Security - 1 Year (********) has been initiated.Please be advised that the refund request will be processed within 5-7 business days and that you will receive a confirmation email once it has been approved.The amount will be credited back to your account within 7 business days, depending on your banking process.We appreciate your patience and thank you for choosing NETGEAR.Sincerely,******************************* Advocate ********************** Support I have called them numerous times but to no avail. All I want is my refund.

  Business Response

  Date: 07/01/2023

  Dear Mr./**************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand 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.
  
  When I personally reviewed your account, I discovered that your ********* contract#******** was set to automatically renew, which is why you were charged an additional $108.24. Additionally, I can see that on June 23, 2023, Advocate *** processed it and emailed you a confirmation that the money had been refunded back to your account.
  
  For more details:
  
  ************************************************************************************************************************************
  
  ************************************************************************************************************
  
  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:06/20/2023

  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 purchased a Netgear R6230 WiFi router on Amazon less than two years ago. I was unable to connect to it today 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 a warranty instead. I have never heard of a business charging customers to provide basic tech support over the phone. This was not a warranty situation, I was just looking for help troubleshooting the issue.

  Business Response

  Date: 06/22/2023

  Dear ********************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that 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.
  
  ********************, 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 AC1200 Smart WiFi Router(R6230) is already expired for support warranty since 11/06/2021. 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.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  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
  **********************

• Initial Complaint

  Date:06/12/2023

  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 purchased a Netgear Nighthawk Mesh system in Aug. of 2022. from ******* I was told that it covered my house, no problem. My house is only **** square feet. I kept having issues. I pay for 1Gig of service with Century Link but my speeds were around 200MBPS. I could not work with it for it was too slow. I was told to get the Orbi 760, I bought that from Amazon. It covers **** Square feet. I still had the same problem. I contacted Customer support again. They escalated it and their final solution was to run a 20 foot cable to the router instead of the satellite. Well if that is the case, then I don't need the either the Nighthawk Mesh or the Orbi, I could pay someone to come in a run the cable in the ceiling instead of down the hallway where people can trip. I am asking for a refund on both the Nighthawk Mesh System and the Orbi but they are refusing to do so. I cannot get a refund through ****** or Amazon because I am over 30 days. When I was talking to support they said "Don't worry about it, you have an open case with us, so it won't be an issue". I have called numerous times and told a manager will call me back but no one does. I really would like my money back. The Nighthawk was $300 and the Orbi was $514.14. I can then take the money and pay someone to run the cable in the ceiling and plug directly into the Century Link router to get speeds of 900 MBPS. I have been dealing with this August but the Orbi since April. I have tried 2 ****'s so replacing it a third time makes no sense.

  Business Response

  Date: 06/14/2023

  Dear Mr./**************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding your NETGEAR product issues and the service you received when you contacted NETGEAR and asked for help with your device. I would like to convey to you our sincere apologies for the inconvenience you have experienced recently with your 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.
  
  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 One Year Hardware warranty. 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. 
  
  The following link details product warranty information:
  
  *************************************************************************************
  
  We are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. We will be happy to issue you RMA. 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:06/12/2023

  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.

  Regarding reference #********. On June 11, 2023 I contacted Netgear regarding our router. I was told to contact them by our internet provider Spectrum. First of all I was having a hard time understanding the person *** that answered my call. He collected information regarding the Netgear router we have. He started talking about how good it was and that they could check to see if it was something they could fix on their end by a tech going into our Netgear unit. They said there would be a $.10 charge for them to just look into it and if they could fix it they would then charge me $139.99 for a one year of Gearhead. I asked if it would be better to just buy a new Netgear box and he said that there was nothing wrong with ours and that if they could not fix ours then there would be no charge and they would send me a new one for free. I paid the $.10 (which I was actually charged twice and charged $.01 totaling $.21) The tech was trying to assist me with something on my phone to get into something else (he did not speak very clear english either). I got frustrated with him trying to tell me how to do this and told him to "just forget it" "I will just buy a new Netgear router". I apologized for wasting his time and hung up. A little later I was checking my bank account and found that I had been charged $139.99 that I did not authorize and that I had told them to just forget about fixing my current Netgear unit. I immediately called back and spoke to yet someone else that did not speak very good english, explained what had happened and told them that I wanted my money refunded. He said he would send my request forward for review, but that it could take 4-5 days before anything would be refunded. How is it that they can make a charge to your account and the money comes out immediately, but if you want it refunded it takes 4-5 days? I feel that this was deceptive and fraudulent to be told I would not be charged but only $.10 and the charged $139.99!

  Business Response

  Date: 06/14/2023

  Dear Ms. ************** hope you are well. My name is ****** of NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding a charge for the NETGEAR contract that was offered by our support 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.
  
  I have personally taken the time to review your concern and I can see that the pre-authorization of your GearHead *** - Networking Support for Home Products, 12 Months was approved that's why the charge went through. We have approved and finalized the refund for $139.99 back to your credit card as of today, 06/14/2023. 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 from your credit card company. The $.10 is just a pre-authorization hold that requires your credit card for any transaction, this will automatically fall off depending on your bank turn-around time.
  
  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, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  Again, I thank you for your patience and understanding.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 06/15/2023

   
  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:06/08/2023

  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.

  On March 4, 23 I bought a NETGEAR - Nighthawk AXE11000 Tri-Band WiFi 6E Router - Black for $561.33. Today, only three months later the Router stopped working. I attempted to reach tech support, live chat with no results. The Router was very expand at that price it definitely should last longer than three months.

  Business Response

  Date: 06/09/2023

  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 your product issue. First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this kind of issue with the NETGEAR router that you have in your possession.
  
  ************************, 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. 
  
  The following link details product warranty information: *****************************************************************
  
  We are happy to help troubleshoot the product so that we can work out a way that it will meet your needs, we are happy to issue RMA. We encourage you to work with our technical support, 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.
  
  We apologize again 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.
  
  We appreciate your time and patience.
  
  Yours in Service,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:06/07/2023

  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.

  06 07 23 Hello BBB I am filing this compliant relaged to NetGear Router Model R6250 S/N 3DKE817SA11E4.I understand it's out of warranty.My complaint the router should continue to function for the purpose it was purchased for. I get bluffing and drop the internet.I confirmed with ******* it's not the internet but my router. I also 05 19 23 purchased a service agreent ***** contract that did not sovle my issue after over 10 calls, Invoice ********* GEARHEAD *** open case ******** would like that refunded as well. I am requesting a replacement router and return for the service agreement fee thank you

  Business Response

  Date: 06/08/2023

  Dear **************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding 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.
  
  **************, et 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 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 Smart WiFi Router (AC1600)(R6250) is already expired for Hardware and Support warranty since 08/22/2019. 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.
  
  For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
  
  Since the issue was not resolved, we have approved and finalized the request for $49.99 back to your credit card as of today, 06/08/2023 under case#********. 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 from your credit card company.
  
  We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support so that our technical support can configure your product once more. 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.
  
  Please note that returns and or refunds are handled directly through the reseller where the product was purchased, according to our warranty policy:
  
  *************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20157841
  I appreciate the refund and feel that it is acceptable for a refund for the service contract that I purchased on 05 19, 2023, to troubleshoot, it did not resolve the issue. The ***** was posted back to my account.

  They have exhausted troubleshooting avenue, and the last attempt worsened it

  I am asking Netgear to replace the defective   producor at leasast offer a discount credit towards a new.e.
  

  II know it is out of warranty. This router should still function as it was supposed to when I purchased it.

  i thank you for your assistance. 

   

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

  Business Response

  Date: 06/12/2023

  Dear **************,
  
  This is to acknowledge the response that you sent us.
  
  Please do not take it negatively as we're setting aside your request. We'd like to be transparent about the process and regulations that we have to abide by and implement since you are not entitled to nor given a chance to get a replacement from the manufacturer. We can only offer free one-time support to check your malfunctioning unit because the product's expiration date was far too long ago.
  
  If you are planning to buy a new device, we can give you a 10% discount code that you can use on our NETGEAR store online. 
  
  Code: MY4F-ZZ9Y-FM
  
  We appreciate your time and understanding.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************