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:05/30/2023
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.
Purchased a Netgear WiFi Router Extender during the Pandemic and have had nothing but problems since I purchased. Company said it is out of warranty and wants me to purchase an expensive tech support plan. This router costs approx $200 and should last longer than a few months. It is constantly going down and causing an interruption in my WiFi connection. I have followed the instructions to troubleshoot with no improvement. I would like a full refund or exchange for a new router.
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 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 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 Smart WiFi Router(R7000) is already expired for Hardware and Support warranty since 08/19/2021. 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 so that our technical support can configure your product. 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: 06/08/2023

Complaint: 20122383

I am rejecting this response because:
During the pandemic, like millions of others, I was forced to work from home and needed reliable internet service. After some research, I decided to purchase the Netgear Nighthawk router to help with that. During this time, I had spotty, unreliable service. At first, I thought it was due to my provider, Spectrum. I called them and also checked with my neighbors to see if they were having connection and "dropping off" issues. My modem was up-to-date and there were no outages in my area which confirmed it was the router. I basically just lived with this inconvenience until recently where the connection is constantly disconnecting. I went through all the FAQ's and troubleshooting and even contacted Netgear's customer service **** which also did some diagnostics and sent me some links on how to shutdown and reset. After doing all of this, I am still having the same issues. I feel as though my product is defective and considered a "lemon" by ********** law. The Uniform Commercial Code provides a similar, automatic implied
warranty of merchantability (a guarantee that consumer products are free of substantial defects and will function properly. I feel it should be replaced with a new router.

Sincerely,

*******************
Business Response
Date: 06/09/2023
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 customers are not entitled to nor given a chance to get a replacement from the manufacturer since the warranty has expired since 08/19/2021.

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

All NETGEAR limited warranties begin on the date of purchase. The length of the limited warranty will vary depending on the NETGEAR product you bought. NETGEAR warranties (as opposed to statutory guarantees or non-excludable statutory warranties), including any implied warranties, are valid only for a period of time. However, we are giving you one-time ***** support to be conducted by our technical support in order for them to check your unit.

If you would like me to have a technician contact you please let me know.

We appreciate your time and patience.

Yours in ************************************************* Advocate
**********************
Initial Complaint
Date:05/30/2023
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.
Product: Netgear M6 Pro, MR6400.This is marketed as a premium device, sold at a premium price.Not only my unit, but there are hundreds of posts complaining that these M6 Pro devices are unreliable, dropping connections, hanging requiring reboot, etc.There was a firmware update, that actually make things worse: this new firmware removes the ability to make important configuration changes.I can provide dozens of links with these reports.I need a solution:- Take this unit back and refund the price paid in full (about $400).OR - Exchange to a brand new unlocked version (MR6550) where firmware is more stable and faster to receive updates.I no longer have service because it was just impossible to use, so I paid for the device in full but can't pay for a service I can't use. The carrier told me to contact you regarding any device-specific issue (they blame Netgear's device for not being able to use their service).I want to make it very clear that it's not exclusive to my device. I'm not willing to send it just to have it back the same way, or to receive an used/refurbished unit. These issues are widely known, and your Product Manager ***************** *********************************** is aware of all of them.Please let me know your solution because I'm willing to get in contact of Attorney General and a private attorney to deal with this.Refund it fully, or exchange for the model MR6550 where firmware is more stable and fully controlled by Netgear.Thank you.
Business Response
Date: 06/08/2023
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 a product issue. 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 account and I can't see a product (MR6400) registered to your account with the email address ******************** We would like to kindly request a Clear/Readable copy of your Proof of Purchase/Receipt so we can validate the warranty entitlement of the product that you are referring to.

A valid proof of purchase should contain the price of the device, the store where you purchase the device, and the date of purchase.

Please note that Proof of purchase is required to get warranty service according to our Warranty Return Policy:

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

We look forward to your response.

Kind regards,

****************
************* Advocate
**********************
Customer Answer
Date: 06/12/2023

Complaint: 20115789

I am rejecting this response because, of course, you know the service provided is unacceptable. But you don't care as the whole Netgear operates this way.
I submitted all information a few minutes after receiving the request. Yet, Netgear has not contacted me back. You are tricking BBB's system as you know they will close it with just a couple of replies. As you know, I might not have another opportunity to reply here, and Netgear did not leave any contact information, and doesn't reply to the ticket where I submitted the information.
However, this will not stop me and will escalate to the Office of the Attorney General if a resolution is not satisfactory.
Another great disappointment from Netgear product and service. Until when?

Sincerely,

***********************
Business Response
Date: 06/12/2023
Dear Mr./******************,

We apologize for not being able to notify you in a timely manner.

This is to let you know that we have verified the proof of purchase you supplied and registered your product with your account. Our support team will need this unit registered before we ask them to call you for support, so we wanted to let you know that we have done so. Please wait for their call within the next 24 business hours as I have asked them to call and assist you with your product-related issues.

We appreciate your time and patience.

Regards,

****************
Customer Care Advocate
**********************
Customer Answer
Date: 06/14/2023

Complaint: 20115789

This is a copy of the reply sent to Netgear support case number ********, for your prompt receipt.
Please read this message carefully.
Project Genesis ******** informed me in writing that NETGEAR is responsible for ANY software or hardware-related issues with this unit. They advertised and assured me I'm covered by Netgear warranty.
They refused to provide any device-related warranty and referred me to Netgear.
I no longer have their service due to the fact I could not use it, as the device does not work properly. This is a known issue by Netgear, and is not specific to my device as there are other reports of this.

You are hereby REQUIRED to provide warranty, or this case will be sent to the Office of the Attorney General, the ************************ (FTC), the ********************************* (FCC) and specialized media. No settlement will be accepted at this point.

You are given the opportunity to replace this device by ****** which has working hardware and firmware, or refund the purchase.
This is your last opportunity before law enforcement is involved to the full extent.
You have until 12:30 PM ET June 14 2023 to provide your decision, and in case of no reply it is assumed you understand and accept all the procedures that will follow.

Sincerely,

***********************
Business Response
Date: 06/14/2023
Dear Mr./******************,

I am resending the same response from our recent conversation under your case#******** with us.

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. After further verification and review of your provided proof of purchase, this unit that you have is a plan from Project ******** We can't replace nor refund this unit as you will need to directly coordinate with the service provider.

The following link details product warranty information:

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

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. I sent a request to our management and it is now being reviewed, you may expect to receive an update once I have their response about this. I'll surely send follow-up emails if there is any information needed from you to help us resolve this concern, and youre welcome to send me a message via case number: ********.

Yours in ************************************************* Advocate
**********************
Initial Complaint
Date:05/26/2023
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.
Purchased in earlier Sept 2022 to replace an older netgear nighthawk router. Spent over $300 on it at Best Buy. Have had nothing but issues since swapping them out. To this day it still doesn't work anywhere like my old one did but i refuse to put my old one back and use this new $300 router as a paper weight. I already had armor protection also that had just renewed and i had to pay for a new one which they never gave me credit for. i think $79 per year and now i think their fix was to just cancel both but i never got any money back so i paid around $150-160 and have no security protection. The bigger issue is the router has never worked right and i know this because it should work as good or better than the old model so i know what i "should" get with their product. you get 3 months of free support which i did a lot of and after 3 months they just cut me off without a resolution. i want my money back for everything, a new router that actually works or a different model of equal or greater value that actually works. I want my money for armor security for 1 of the years and i can add back the current year. i've tried everything i know to try and have not been able to fix it. Here are some of the cases from Sept to Feb until they cut me off and i've been trying to fix on my own since... ********, ********, ********, ********, ********, ********, ********
Business Response
Date: 05/30/2023
Dear Mr. ************* 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 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 you only have one active Armor Security - 1 Year that is active to your NETGEAR RAX70. This was renewed once on 9/18/2022 and you requested to cancel it and ask for a refund on 12/08/2022 but due to inactivity your case was closed, your prepaid Armor Subscription may be canceled within thirty (30) days of re/purchase. If You cancel after 30 days, Your payment is non-refundable and Your service will continue until the end of Your contracted term.

Please note that you only have free Armor Security - Trial from your old NETGEAR R8000P good for 30 days and it expired last 10/24/2020. Since the Support warranty entitlement of your product expired on 12/10/2022, 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 understand you are now requesting into getting a refund for 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.

The following link details product warranty information:

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

I apologize again for the inconvenience that you have experienced, but we are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. As a courtesy, we will give you one-time free support in order for our technicians to configure the unit and process RMA if the unit is found to be defective. If you would like me to have a technician contact you please let me know.

Yours in Service,

****************
************* Advocate
**********************
Initial Complaint
Date:05/24/2023
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.
Going on 2 months of no refund for a charge they told me the service was canceled, now they claim they need even more time as it seems the company is run or managed by a bunch of idiots! Then every time you try to chat or call them, THEY HAVE NO AGENTS TO HELP!! Go figure. I'd like this company to be outed for their truly POOR CUSTOMER SERVICE!
Business Response
Date: 05/30/2023
Dear **************,

My name is ******, I am a ************* Advocate with ********************** I would like to convey to you our sincere apologies for the inconvenience you have experienced recently with your subscription cancellation and refund request. 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.

I have personally taken the time to review your concern and I can see that our billing department has successfully processed your refund and they also canceled your subscription as of today, 05/30/203 amounting to USD *****. 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.

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: 06/10/2023

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:05/22/2023
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 ac1900 usb Wi-Fi adapter for my computer around 3 months ago from Best Buy. The product causes windows to crash repeatedly while plugged in. Netgear has no known fix and hundreds if not thousands of people are stuck with this product. The drivers are old (2017) which probably are causing the issue for us. Netgear support hasnt done anything besides informing about some workarounds like using a different usb port.They shouldnt still be selling this product in stores especially.
Business Response
Date: 05/30/2023
Dear ********************,

My name is ******, I am a ************* Advocate with ********************** I 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.

********************, 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. At this time we will be unable to upgrade your unit.

The following link details product warranty information:

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

We understand you are now requesting into getting a refund for 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 are happy to help troubleshoot the product so that we can work out a way that it will meet your needs. If the unit was found defective, we will be happy to issue you RMA for replacement. 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:05/17/2023
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 received notice today that they plan to charge me next month for ******* ******* that I no longer use, since I no longer use their product at all. Their website offers NO WAY to cancel the subscription, only as RUNAROUND. I called support, and they are also USELESS.I JUST WANT TO CANCEL THE SUBSCRIPTION, AND THEY WANT TO PLAY GAMES INSTEAD.
Business Response
Date: 05/17/2023
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 Billing or Collection Issues for your Armor renewal notice. I would first like to thank you for your feedback. I will make every effort to ensure that your case with ** is handled efficiently.

We would like to inform you that all services and billing have been canceled for your NETGEAR Armor Security - 1 Year with contract#********. You will be assured that this contract will expire and will not incur any renewal charges.

For more details:

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

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

Thank you for choosing NETGEAR and have a great day!

Sincerely,

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

Customer Answer
Date: 05/17/2023

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.

Sincerely,

***********************
Initial Complaint
Date:05/16/2023
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.
We me and my mom ******************* purchased this device in ***************** sometime in October 2022 for $150 or something and product had a 90 day warranty. I was able to figure out to do/work this product myself until last night. When I called last night and this morning for assistance I was told it was out of warranty and I would have to pay $140 (1 yr) or $229 (2 yr) warranty to get anybody to help me with product. Product came in box with instructions to go to a mobile app and set up the product--no personal help was offered and personal help is hard to get with this Netgear-Nighthawk RAX41 Ax5 AX3600 (my serial number ******************** and that should be listed on the box that no personal help beyond 90 days from purchase is available w/o extra payment of dollars. Also I don't want to be charged any more than the 21 cents twice as company was unable to help me resolve issue as they are just general talking thru people with different devices that want internet access. I would like a refund of the 42 cents on my **** Club Mastercard but if they are not willing to do that I just want other customers to be aware of this shady company.
Business Response
Date: 05/17/2023
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 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.

I have personally taken the time to review your concern and I can see that the support warranty entitlement of your product expired on 01/08/2023, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product. Please be advised that New NETGEAR products comes with a one-year warranty and 90 days of complimentary technical support.

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

For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.

Please be advised that no charges have been made to your account because, as mentioned in your support case#********, you rejected to sign the support contract after they helped you with your technical issues. The cents that were displayed on your end as pending are a pre-authorization hold from your card provider and will release based on how quickly your bank turnaround time.

Thank you for contacting NETGEAR.

Regards,

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

Customer Answer
Date: 05/21/2023

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:05/15/2023
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.
Following the procedure detailed by Netgear for cancelling a subscription for Netgear Armor as outlined on their website, I have not received any followup to my request for cancellation and a refund. The request was made April 28 2023. Netgear appears to minimize support opportunities, and ignore request for assistance in a timely manner. Also, requesting information on a case, (case automatically generated by the original request) leads to another case being created.I would like Netgear to respond in a timely manner to requests which appear to follow their posted procedure.
Business Response
Date: 05/17/2023
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 billing issues and the service you received when you contacted NETGEAR and asked for help with your charge. I would first like to thank you for your feedback. I will make every effort to ensure that your case with ** is handled efficiently.

I have personally taken the time to review your concern and I can see that we already approved and finalized the request for cancellation and refund of your subscription amounting to $32.40 back to your credit card as of 05/15/2023. 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.

Thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Customer Answer
Date: 05/17/2023

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. Netgear has slow customer service. The promised credit has hit my credit card. If Netgear would respond in a more timely manner, these kind of issues would not happen. Thank you for providing this service.

Sincerely,

*************************
Initial Complaint
Date:05/11/2023
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.
Router stopped working still in warranty but refused to replace it unless I paid them $180 for a yearly subscription
Business Response
Date: 05/11/2023
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 Guarantee Or Warranty 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 ** 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 both of your registered NETGEAR product is already expired for support and hardware warranty. Since the Support warranty entitlement of your product has been expired, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.

NETGEAR 8-stream AX WiFi Gateway(CAX80)
Hardware Warranty
Status: Expired
Expiry Date: 11/07/2022

NETGEAR (R7000) AC1900 Smart WIFI Router
Hardware Warranty
Status: Expired
Expiry Date: 02/02/2017

We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support to check your router. 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:

*****************************************************************************************************
For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.
Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 05/13/2023

Complaint: 20045963

I am rejecting this response because: When I first contacted you guys the first 2-3 times it was still in warranty and you were trying to charge me a yearly subscription for any help even though it was still in warranty and now I'm out $400

Sincerely,

*********************
Business Response
Date: 05/15/2023
Dear ****************,

This is to acknowledge the response that you sent us.

We are more than happy to work with you in addressing your issue. As a courtesy, we will provide you with one-time ***** support to check your router to process a replacement if needed. 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.

What does the "Out of $400" mean, if you don't mind my asking? I don't see any support contract payments on your account as of this writing.

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************

Customer Answer
Date: 05/16/2023
Complaint: 20045963

I am rejecting this response because: I need a refund Ialready threw it away and got a new router since the customer support was so useless at helping me even though the product was still in warranty they wanted me to pay a yearly sub to even help even though it was in warranty the $400 is how much I paid for the router and it didn't even last a whole year.

Sincerely,

*********************
Business Response
Date: 05/17/2023
Dear ****************,

This is to acknowledge the response that you sent us.

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. 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.

Please be aware that the warranty has expired on both of your NETGEAR products. If you disposed of the unit, we are unable to assist you in the event that it turns out to be defective since the only offer we are able to make is an exception for a single, complimentary replacement even if the warranty has already ended.

Kindly take time to read our warranty information:

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

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

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:05/04/2023
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 May 3rd 2023 I contacted Netgear as advised by my internet provider to fix an issue with their router. I was told that I could not be helped unless I provided my credit card information as a verification but at the end of the call I was told I was going to be charged for and extended warranty I never authorized. Upon waking up in the morning I had multiple pings on my bank account charging it.
Business Response
Date: 05/05/2023
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 billing or collection 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.

I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. 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 12/06/2022, our support team had to offer our available extended support warranty in order to be able to conduct configuration assistance on your product.

I have personally taken the time to review your concern and I can see that your issue (No Internet) has been fixed by one of our technical support specialists under case#********. We also noticed that you have agreed to avail of the GearHead *** - Networking Support for Home Products, for 12 Months but as of today, (4) collection of payment attempts was unsuccessful due to authorization being declined. Meaning there's no payment collected yet with your contract purchased even though the issue has been fixed.

For more information about the NETGEAR Gearhead, you may visit: ******************************************************************.

Thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Customer Answer
Date: 05/05/2023

Complaint: 20017071

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 05/09/2023
Dear ********************,

Please note you have NOT been charged for this subscription, you might see a hold in your account but nothing was withdrawn. Your bank may require up to 7 business days to release this hold.

We appreciate your business!

Thank you for choosing NETGEAR.

Sincerely,

****************
Customer Care Advocate
**********************

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