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

391 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:05/04/2023
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.
April 1, 2023, I contacted Spectrum my internet was running slow, I was trying to pay my bills and my grandson was trying to do his homework's. Spectrum ran a test the Spectrum Modem was fine. It was the NETGEAR Router. The internet speed was 4.2 and it should and it should be one hundred or more. Spectrum said I need to contact NETGEAR. April1, 2023, I contacted NETGEAR customer support. The first person I was on the phone with hung up on me. I call back and Talk to *****. I gave ***** to access to my MacBook Pro Laptop so she could work on the router. ***** said to wait two hours then try the internet again. Case No. ********. April 2, 2023, Sunday morning the internet was still running slow, I call NETGEAR and spoke to ******, she was unable to help me. I asked to speak to a manager she said call back in two to three hours a manager may be available to speak to me then. April 2, 2023, Sunday afternoon I spoke to ********* to cancel my service with NETGEAR. ********* said I would be get my full refund back five to seven business days. ********* gave me a new Case No. *******. 4/6/2023, I spoke to Injury she gave me a new Case No.*******for a refund, Injury said I would be getting my refund five to seven business days. 4/14/23, I spoke to Sunil Case No. *******: He assures me not to worry that I would be getting my refund back and he was going to to make my case a high priority to the customer care team. ***** said I should wait six business for a refund. 4/20/23, I spoke to *******, customer care support team. He said I should be getting my reund back 24 to 48 hours.4/20/23 I received an email from **** of NETGEAR ************* TEAM NEW CASE NO. ******** saying that my refund has been denied. I renew my contract with NETGEAR in November 2022. I have been a NETGEAR Customer for many years. I am requesting a refund. I call NETGEAR April 2, 2023 and spoke to ******************** told her to cancel my contact because the customer support could not resolved the problem.
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 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 ** is handled efficiently.

I have personally taken the time to review your concern and I can see that you purchased a GearHead *** - Networking Support for Home Products, 12 Months Support contract on 10/11/2022, and at this time you received numerous troubleshooting steps from our technical support. We do not guarantee that we can resolve every issue.

Per the GearHead Contract Terms and Conditions:

NETGEAR Refunds Policy (Only Applies to Subscription Contract Services)

Note: Pay-per-incident services are NOT refundable. A NETGEAR GearHead 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. 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.

After ten (10) business days, the subscription is NOT refundable

Your request for a refund was submitted on 4/2/2023. Per the guidelines, I regret to inform you that your request has been denied. Here is a link to a copy of the guidelines that were e-mailed to you when you purchased the contract:

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

Please note that your GearHead Contract covers any support issue you may have with the devices listed in the following link:

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

NOTE: Warranties are from original date of purchase. For more warranty details please click on the following link:

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

So if you have any future issues you may still call support for troubleshooting assistance. If you have any questions please let me know.

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:05/01/2023
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.
I had to replace my router in December of 2022. Most of my stuff linked to it, but I couldn't get my smart sprinkler system to link up. I got busy and let the manufacturers warranty laps so when I finally called for help they said I had to buy a service contract. I asked specifically if the sprinkler system was just to old and they couldn't help would I get my money back. They said yes! I bought the contract for $90 and of course it didn't work. They did nothing I couldn't do myself. I immediately asked for my money back. They said it would take 7 business days. I wait 2 weeks and nothing happened. I called customer support and they escalated the call and said it would be 48hrs . After 3 days I called back and got the same response, we will escalate the call and gave me a case# ********. I waited a week and called back. This time I was angry with them and demanded my money back. They gave me the phone number to the escalation team ************. But guess what? no one answers that phone. I called twice waited on hold for an hour and gave up both times. The next I called customer support I asked for the supervisor, his name was ***** and he said he would call the escalation team himself and call me back. That never happened. As I'm writing this I'm on hold with a supervisor and her name is ******* and she is calling the escalation team while i'm on hold. I told her it they wouldn't answer and we are currently at and hour and 10 minutes. It has been over 2 months since I started this and I'm no closer to a refund than the day I started.So just got off the phone with the escalation department and they gave me the same story. Ridiculous!
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 refund/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.

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 06/26/2020, 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: ******************************************************************.

Hence, we have approved and finalized the request for a full refund amounting to $97.41 back to your credit card as of 5/1/2023. The process of the refund also cancels the support agreement that you purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.

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

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

Thank you for choosing NETGEAR.

Sincerely,

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

Customer Answer
Date: 05/06/2023

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:04/26/2023
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 paid $411.34 on (1/20/23) However, due to false advertising and misleading information I was told this router was compatible with my internet provider as well as my internet package. Not once but twice. (I first purchased the router back in November 2022 and returned it due to this same issue which I was assured was wrong and that the device was compatible! ) Since purchasing the 2nd router in January my internet services do not work!! At best they are off and on throughout the day. I was told 3 weeks after purchase the Netgear Company (manufacture) performed an update which now makes the devices no longer compatible with my service provider. I am past the date of exchange with the store where I purchased the router. The only option I have is for Netgear to switch out the device for the next compatible one which is $100 more. They have refused to do so. So the store where I purchased the device advised me they would be willing to swap out the one I have for the more expensive one even exchange but would require a letter of authorization from the manufacture (Netgear) I have been calling them repeatedly for 4 weeks now! All I get is the run around being Im slowly approaching my 90 day warranty period! Which they are purposely dragging out so they wont be required to do anything. As a disabled consumer who works solely from home and relies on this device for everyday needs, this has really caused me significant financial hardship!! Please give me some kind of help any kind because these people are are basically trying to steal my money. I paid almost $420 for something that doesnt work and I cant return! I have spent a collective of 8 hours on the phone with their supports callas which always lead no where! Always promising a special department will get back with me but they never do!
Business Response
Date: 04/27/2023
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 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.

This is to let you know that we got approval from our management to replace your NETGEAR CAX30S with CAX80. To proceed with processing your RMA (Return Merchandise Authorization), please provide your shipping address.

For more information on the Warranty Return Policy, please click on the following link: *****************************************************************

Should you have any questions regarding this, please do not hesitate to ask.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:04/26/2023
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.
Gentlemen ,Below is my experience with netgear support, attached is correspondence with a case number.In January I bought my first Netgear modem to replace my aging ******** Modem. The new modem, unfortunately has been glitchy, to say the least. I have talked to the Netgear support team countless of times now. I have done all that was requested to ensure that my internet provider is not the cause of the experienced connectivity issues. Xfinity has come to my house and verified the coax lines are in good working order. Xfinity has refreshed my internet connection to the house, A Xfinity tech even looked at my Modem briefly. Xfinity has been a kind friend to me in this experience Also. I personally, have replaced my ethernet patch cables to all my devices all this, due to the suggestions of the Netgear outsource support group But an issue still exists with the Netgear modem that I have owned less than 6 months. The Netgear support initially told me to do all of the above, monitor the modem, and if there was still an issue, the modem would be replaced. Fast-forward to now, the tech support from last night said they would do nothing now that my tech support has expired (even so the original ticket was before that date and that they told me to continue monitoring the modem).FYI: my old modem from ******** did not have these connectivity issues that my Netgear modem is experiencing (it is the same internet provider and the same connection to the house). As a test of curiosity (and for s*** and giggles), I connected the old ******** modem, even so its old, and guess what no connectivity issues!I am dissatisfied with this support experience and there being no resolution from the support group . I formally request a replacement model or reimbursement. Please have a replacement number provided to initiate this process
Business Response
Date: 05/03/2023
Dear Mr./****************,

Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding NETGEAR product issues and the service you received when you contacted NETGEAR and asked for help with your RMA. 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.

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 our technicians can help you create an RMA for replacement. 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: 05/03/2023

Complaint: 19983165

I am rejecting this response because:

In January I bought my first Netgear modem to replace my aging ******** Modem. The new modem, unfortunately has been glitchy, to say the least. I have talked to the Netgear support team countless of times now. I have done all that was requested to ensure that my internet provider is not the cause of the experienced connectivity issues. Xfinity has come to my house and verified the coax lines are in good working order. Xfinity has refreshed my internet connection to the house, A Xfinity tech even looked at my Modem briefly. Xfinity has been a kind friend to me in this experience Also. I personally, have replaced my ethernet patch cables to all my devices all this, due to the suggestions of the Netgear outsource support group

But an issue still exists with the Netgear modem that I have owned less than 6 months. The Netgear support initially told me to do all of the above, monitor the modem, and if there was still an issue, the modem would be replaced. Fast-forward to now, the tech support from last night said they would do nothing now that my tech support has expired (even so the original ticket was before that date and that they told me to continue monitoring the modem).

FYI: my old modem from ******** did not have these connectivity issues that my Netgear modem is experiencing (it is the same internet provider and the same connection to the house). As a test of curiosity (and for s*** and giggles), I connected the old ******** modem, even so its old, and guess what no connectivity issues!

I am dissatisfied with this support experience and there being no resolution from the support group . I formally request a replacement modem or reimbursement. Please have a replacement number provided to initiate this process

Sincerely,

*************************
Business Response
Date: 05/05/2023
Dear Mr./****************,

This is to acknowledge the response that you sent ** and we are sorry to hear about your experience with your NETGEAR device. We understand you are now requesting into getting a replacement modem or reimbursement of your product. We want to inform you that NETGEAR, as the manufacturer, offers a limited liability warranty, whereby a replacement is provided in case of a product defect or failure. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase.

As mentioned in my initial response, we are more than happy to work with you in addressing your issue. We will provide you with one-time ***** support so our technicians can help you create an RMA for replacement. 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.

Regards,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:04/17/2023
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.
Had an issue with my Netgear Orbi RBK753 system. I had purchased a pro contract as well in 2021 when I bought the system. I purchased the system brand new from ***** The box was sealed and device was brand new. I have a problem with the reset button not working so I filed a support ticket with my proof of my purchase. The original ticket number was ********. I got emailed back saying I needed to contact pro support so called on 4/17/23 talked to someone went through everything was told a replacement will be sent. The new ticket number was ******** everything was all set. I get an email later in the day saying the order was canceled with a new case number of ******** they said my purchase was not valid because it came from a seller on ***** I said well thats an unacceptable response the product was brand new I had the proof I purchased it as well as I was able to register the device and also purchase a pro contract on it. I want the system replaced like I was promised.
Business Response
Date: 04/26/2023
Dear Mr./********************,

Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your NETGEAR product that is having a hardware issue and the service you received when you contacted NETGEAR and asked for help with your replacement. 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 One-Year Hardware warranty.

I have personally taken the time to review your concern and I can see that my colleague ******* is handling your case#******** for refunding your purchased ProSupport contract. We would like to let you know that the following is what our warranty return policy specifies: Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage. Among our authorized resellers, **** is NOT one of them.

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

For the list of our authorized resellers: ************************************************************************

We appreciate your time and understanding.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 04/26/2023

Complaint: 19947296

I am rejecting this response because:

this is an unacceptable response. My RKB753 was purchased brand new doesnt matter where I got it from as I have proof of purchase and the fact that it was brand new and I was able to register it as a brand new product. Also ******* has not done a single thing about refunding for pro support. The reset button on the unit is broken which is a hardware issue. I want the unit replaced as it should be and I am not accepting anything else unless I get a replacement.

Sincerely,

******************
Business Response
Date: 04/27/2023
Dear Mr./********************,

This is to acknowledge the response that you sent us.

Just to be clear, as mentioned in our Consumer Warranty Information, your product is not qualified for warranty coverage because it was purchased from an unauthorized reseller.

Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage.

However, we have self-help documents and useful product articles available on our knowledgebase ***************************************** that you may use as reference.

For more information on the Consumer Warranty, please click on the following link:

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

For more details on the Authorized Reseller information and listing, please click on the following link:

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

Thank you for choosing NETGEAR and have a great day!

Regards,

****************
Customer Care Advocate
**********************
Initial Complaint
Date:04/17/2023
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.
I have the Netgear Orbi wifi mesh unit RB750 and I had subscribed to their ************* for a year on it, from Jan 4, 2022 to Jan 3, 2023. Of course they default to auto-new on the credit card if you do not unsubscribe. I decided to leave it on auto-renew for the time being but give a full consideration before the renewal. A couple days before the renewal date, they had sent me an email saying there were going to bill me for the full amount ($99.99Cdn) for another year. That was my reminder to go into my account and take off the renewal. The only way to do that was through the phone app where I had to uncheck the auto-renewal, which I did before the renewal date. I had no indication (email confirmation) that I was successful so I waited. A week later, I noticed on my credit card transaction, they had billed me for the renewal. I contacted their support on Jan 9th, 2023 and logged a case, letting them know I had cancelled the renewal and should not be billed for it. Long story short, it is April 2023 and multiple open and closed cases, they have still not refunded me. They had made some mistakes on escalation that was needed to provide a refund early on, but they continue to say they have escalated it and would process soon, yet have not. Even the service that I had originally had signed up for the first year, was no longer working after Jan 4th, more proof that I did not renew. I really should have gone through my credit card to get a chargeback since they should not have billed me for service I did not sign up for (it is too late now since it has been passed 60 days since the charge). Just want to let people know, whether this is intentional on their part, or a failure in their processes, their service to the customer has been very unsatisfactory. Think twice about buying products and services from a company like this. My case number (5th case regarding this issue) is ********.
Business Response
Date: 04/26/2023
Dear **********,

Good day! My name is ****** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding a refund when you contacted NETGEAR and asked for help with your subscription renewal. 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 delay in processing the refund of your Armor Security - 1 Year subscription renewal. Upon checking, our billing team already approved and finalized the refund amounting to CAD ***** as of today, 04/26/2023. 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.

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

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:04/13/2023
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.
I purchased a Netgear service contract Gearhead *** for 12 months on 10/5/22 I cancelled the contract on 3/8/23 leaving a remainder of about 7 months on the contract. When canceling I spoke with a representative named ************** And she told me I would be receiving ****** for the remainder of my contract, this was on April 7. On April 12 I got an email saying I was denied the refund because they helped numerous times but couldnt resolve the issue with my modem/router that started with an update from them. The case number they gave me was ******** and my modem/router is the AX6. I would like a refund for ****** for the remainder of my unused contract that I was told I would get.
Business Response
Date: 04/18/2023
Dear **********************,

I hope this email finds you well,

My name is Draze and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you have submitted a complaint regarding your refund request for the GearHead *** - Networking Support for Home Products, 12 Months - ********. 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.

Were really sorry that the customer service and support you were expecting from us didnt turn out as you were expecting. We take full responsibility for not making enough effort to provide you our usual high service standards.

I have personally taken the time to review your concern and I can see that you are now communicating with one of our ************* Advocate Jinky. Where she is already looking into getting you a refund for the full price. Kindly refer to case: 47152769

Please be advised that this is now being reviewed for refund and we will get back to you within 5-7 business days once the refund had been processed, I'll surely send follow-up emails if there are other information needed from you to help us resolve your concern.
Hopefully, this will address your problem. Do not hesitate to contact us if you have any additional feedback.

If you purchased the contract with discount, the adjustment amount will be the total refund you will be receiving. Same goes if taxes were put on top of the contract price.

If you have any questions or concern, please let us know.

Best Regards,

Draze C.
************* Advocate
********************** Support
Customer Answer
Date: 04/18/2023

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:04/11/2023
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 Armour Secuirty Contract on Oct 24,2022 The technical support staff assigned my protection paln to a router was disconnected. I"ve was told not to worry when I advised and still as of May 11 not been resolved.
Business Response
Date: 04/18/2023
Dear **************,

I hope you are well,

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your Armor Security - 1 Year- ******** wherein you are asking for the contract to be extended as the subscription was just recently transferred to your new device on 04/11/2023.

We appreciate that you raise this to us, I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to thoroughly review your account and According to our records the request was initially raised on 04/02/2023 where you contacted our technical support for assistance regarding the Armor subscription being registered to your old router AC1750 Smart WiFi Router(R6700v3), Hence you wish to transfer it to your new unit which is the Mesh WiFi 6 Router(MR60).

Unfortunately, we are unable to ***** your request to extend the contract because, according to our records, the request was only recently made. As a result, we lack any evidence that an earlier request to extend the contract existed.

Kindly create an email inquiry on: ************************************************************* or contact our NETGEAR support at ******************************************************* or call ************** and press 1 for technical support.

If you still want to continue to work with our support team, we can provide a one-time ***** support to perform troubleshooting steps. They can also help us with the next course of action, by checking your device, debugs, logs and also their findings.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards

Draze C.
************* Advocate
**********************
Customer Answer
Date: 04/18/2023

Complaint: 19921743

I am rejecting this response because:

Sincerely,

*****************
Business Response
Date: 04/23/2023
Dear **************,

I hope you are well.

My name is Draze from the NETGEAR ************* Team. In response to the letter we got from you expressing your dissatisfaction with your NETGEAR product and the assistance you received when you contacted support, I am writing to you on behalf of our colleagues.

As mentioned in the previous email we have thoroughly investigated the findings and it appears that the information you were giving does not match the records we have here. Hence to properly address the concern. Please allow me to set up a call with you in order to clarify the information's and possibly proceed with further investigation.

Please provide the following information for me to contact you:

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

I look forward to speaking with you.

Regards,

Draze C.
************* Advocate
**********************

Customer Answer
Date: 04/24/2023

Complaint: 19921743

I am rejecting this response because: I left my info and they never called

Sincerely,

*****************
Business Response
Date: 05/03/2023
Dear **************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I'm contacting you today on behalf of my former colleague ***** who is handling this case.

We sincerely apologize for the inconvenience that this has caused you and for the late response. This is to inform you that we have approved and extended your NETGEAR Armor Security - 1 Year until 4/23/2024. After further review, this subscription has been transferred to your NETGEAR Mesh WiFi 6 Router(MR60) with serial number *************. Please let me know if you are still getting issues with your app so I can get support for assistance.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 05/03/2023

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:04/10/2023
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 wrote Netgear sales to request a refund of $370.99 for the Nighthawk CAX30 modem/router that I purchased. When my own Arris product crashed after 15 years, I purchased it as a replacement in December 2022 (I have the receipt) and it never worked properly. Xfinity assured me that it was the fault of the Netgear modem/router, and Netgear representatives blamed Xfinity. I started getting messages on my Xfinity account that the ********************** router was not working properly (I have a screenshot). I rebooted the system twice as instructed, to no avail. I spoke to a nice Netgear agent who walked me through the process the second time, but gave up after 90 minutes and blamed it on my Xfinity signal. Buffering remained a nightmare, signal was lost daily, and I could never access most streaming services. Netgear continued to call be to upgrade and "insure" a system that never worked to begin with. There is a Netgear site that provides instruction to address this problem (************************************************************************************************************************************); I followed those instructions to a tee and nothing was fixed. There are also community posts, expressing similar concerns as mine (**************************************************************************************************************************)--across the top of this site there is a red banner that states "We are aware of an issue affecting [the product]." If they are aware, why don't they recall it?I became so frustrated that I purchased an Arris for less than one-third the price, and now my WiFi/internet works. Thus, it is clearly the fault of this product. The product should be recalled. Neither Netgear not Best Buy will refund my money, but had Netgear not originally convinced me it was an Xfinity issue, I would have returned it in a timely fashion. Thank you for any help you can provide.
Business Response
Date: 04/26/2023
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.

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. NETGEAR generally does not give refunds (or offer product upgrades), as refunds will come from the place of purchase.

****************, 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.

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

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. 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.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Initial Complaint
Date:04/10/2023
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.
Have a nighthawk ****, neatgear90. Problem is the router lags very bad unless you buy the armor subscription at 99 dollars a year. I know this because the system lagged I subscribe to to armor it worked perfectly I don't renew the subacription it's back to lagging. I bought a router it should work like one without additional fees
Business Response
Date: 04/18/2023
Dear **********************,

I hope you are well,

My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your (R7000) AC1900 Smart WIFI Router) along with the Armor Security - 1 Year- ******** wherein The device kept on lagging when you opted for the Armor subscription to be cancelled.

We appreciate that you raise this to us, I will make every effort to ensure that your case with us is handled efficiently.

The device should continue to operate without any lags even though you are not covered by the Armor security contract. If I may conclude these tendencies only occur when the device has a possible virus or defective issues. I would highly suggest you to contact our Technical support team so they can assist you and ensure that the Router is free of any problems.

Kindly create an email inquiry on: ************************************************************* or contact our NETGEAR support at ******************************************************* or call ************** and press 1 for technical support.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards

Draze C.
************* Advocate
**********************

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