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: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 have a auto pay set up for my Internet security on Netgear Armour it is a annual subscription. In the orbi application there was a deal to get the annual subscription for the price of $44.24. So I opted for the discount, a few days later 0n 2/23/2023 when the subscription was due, I was charged $110.59 which was the original price for the subscription. I was confused of the price because I opted for the discount in the App, the next day I was charged $44.24 by Netgear which was the discounted price for the ************************* so basically I was charged twice for the service. So at first I didn't call them because the charges were in a pending status and I figured it would be resolved. A few days later on March 01 2023 both charges were applied to my card, and then I called Netgear **************** and the told me the charge for $110.59 would be refunded. So long story short, I have called them at least 5 times and I get the same story that this issue has escalated to the ******** care team to be resolved. I even got a email saying one subscription was cancelled, but still no refund . Here it is ***** still no refund can you help?

  Business Response

  Date: 04/18/2023

  Dear ********************,
  
  Good day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. 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 took the time to thoroughly investigate your complaint and it appears that this is already being handled by one of our ************* Advocate and it is in line for a refund request, Again my apologies that the refund is taking a while than usual this is due to the Given the enormous volume of refund requests we are currently getting, We appreciate your patience and understanding.
  
  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.
  
  The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/10/2023

  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 CAX30 cable modem/router from ******* I had an issue that was determined to be the result of a firmware update by NETGEAR. I contacted NETGEAR the last week of Februrary and requested assistance. I went thru the process of tests and the determination was a bricked device. I had to wait over a week to have an account issue resolved and finally a replacement unit was sent to me. The night I received replacement @ 1am...a firmware update was performed and proceeded to brick my replacement. I am still waiting for over a month for a replacement..... I have asked to have my old bricked unit sent back to me so i can get a refund from ****** but was told they can't. So I am now a month and a half without fully functional wifi as a result for a NETGEAR faulty firmware deployment. It has been documented and they refuse to make me whole I hereby request a replacement for the CAX80 I was sent as an RMA replacement since it is not too late to return to the store for credit!...

  Business Response

  Date: 04/18/2023

  Dear ******************,
  
  I hope this response finds you 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 8-stream AX WiFi Gateway(CAX80) as the unit that was sent for replacement was defective, and it seems that you are dissatisfied with the support you've received from our technical support team.
  
  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 took the time to look into your complaint, and we sincerely regret any inconvenience this may have given you. 
  I see that you are currently speaking with one of our ************* Representative, I would like to inform you that we are currently investigating your request regarding the return of the original CAX30 you have sent to NETGEAR in exchange for the CAX80 that was sent as a replacement.
  
  I am aware that you do not have access to the internet, We can always proceed with connecting you to our technical support team who will make sure that you are connected to both 2.4 GHz and 5 GHz.
  
  Kindly let ** know if you want to continue with a return or if you want to proceed  with further technical assistance,
  
  Your prompt response is well appreciated!
  
  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/18/2023

  Complaint: 19911331

  
  

  I am rejecting this response because:

  As I have explained to NETGEAR on numerous occasions. This issue was precipitated by a failed NETGEAR firmware and I will not pay for a advance replacement since again it is NETGEAR that caused this and not just a standard warranty issue. This is a continuation of the original issue. Netgear needs to step up and send an advance replacement..I work remotely along with my wife ...and son with school so I cannot be without service.i currently have 2.4G but no 5G. I have been without FULL service for 2 months now....

  Sincerely,

  
  

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

  Business Response

  Date: 04/23/2023

  Dear ******************,
  
  I hope this response finds you well! 
  
  My extreme apologies about this, we sincerely regret any inconvenience this may have given you. 

  I see that you are currently speaking with one of our ************* Representative, I would like to inform you that we are currently investigating your request regarding the return of the original CAX30 you have sent to NETGEAR in exchange for the CAX80 that was sent as a replacement.

  Regarding the return, We can only initiate and start the refund process Once the device had been received from our Warehouse.
  Also We can always proceed with connecting you to our technical support team who will make sure that you are connected to both 2.4 GHz and 5 GHz.
  
  Kindly let ** know if you want to continue with a return or if you want to proceed  with further technical assistance,
  Your prompt response is well appreciated!
  
  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  ************* Advocate
  NETGEAR, Inc.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19911331
  
  I am rejecting this response because: As I have stated to NETGEAR numerous times. I cannot be without internet while I wait 2 weeks for the resolution. This again is a result of negligence by NETGEAR. Since the modem portion seems to work...would NETGEAR accept sending me a wireless 6E wifi router to make me whole? I think this is more than fair and both parties can put this behind **.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/27/2023

  Dear ******************,
  
  I hope this response finds you well! 

  Again, I apologize for the inconvenience this has caused you. Unfortunately, because it is against NETGEAR policy, we are unable to replace your device with an upgraded version Wifi 6E model. In your case, there was a persistent problem with the CAX30, so our technical support team advised issuing a replacement for the CAX80.

  I am aware that this is not the kind of service you anticipated from **, so I will ask one of our higher-*** for assistance if we can return the original CAX30 first. However, we cannot guarantee this since it is still subject for approval from our colleagues..
  

  Kindly give ** 3-5 days to coordinate with our team to give you the best possible solution for the said concern.

  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 04/28/2023

  Complaint: 19911331

  
  

  I am rejecting this response because:

  I am not looking for an upgrade. I am looking for a wifi router comparable to the cax80 I have... to make me whole withoutgoing thru the unacceptable return process. Not a new cax80 bit a wifi router to get me wifi capabilites i currently lack due to the 5G ongoing issue

   

  Sincerely,

  
  

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

  Business Response

  Date: 05/05/2023

  Dear ****************** ,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. In response to your continuous problems with your NETGEAR equipment, I'm writing to you on behalf of my former coworker Draze.
  
  I have personally taken the time to look over your complaint, and I can see that you spoke with one of our personnel on the phone concerning the replacement that was completed. You must first send back the CAX80 replacement we gave you, as instructed by our fulfillment center, in order to receive your original item back which is CAX30.
  
  The CAX30 is now in stock, so if you preferred this model, which was your initial device before, I'll be delighted to initiate a new RMA for you if you still wanted to move through and get another replacement.
  
  We look forward to your response.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 05/05/2023

  Complaint: 19911331

  
  

  I am rejecting this response because: It's comical....no matter who I speak with...it's the same...no one reads the complaint..just replies with the canned script....I am looking for my original cax30 I sent back...this process has dragged on for too long and now the offer from the store has gone stale. My last request was to have just a router sent to me so my wifi is 100% operable...please review and advise on my request for JUST A ROUTER! I AS THE CONSUMER IS HAS BEEN WITHOUT5G  WIFI FOR OVER 3 Months because of the inept service people.  Please respond!

  
  

  Sincerely,

  
  

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

  
  

  Business Response

  Date: 05/09/2023

  Dear ****************** ,
  
  This is to acknowledge the response that you sent us.
  
  We would like to let you know that our fulfillment center has confirmed that they still have your original CAX30. Just that you'll need to send back the CAX80 replacement we sent in its place. Our warehouse will send the original unit back once we have that.
  
  Kind regards,
  
  ****************
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19911331
  
  I am rejecting this response because: As I have stated in numerous other replies. The window to return the CAX30 to the place of purchase has closed and i can no longer return. I have asked for a compromise and instead of getting another unit, i asked if it would be feasible to send me a WIFI router. I can't give up the modem since i cannot be without internet service...we work from home and my son does schoolwork. So Since I have been without a fully functioning modem/router for three months that NETGEAR consider my proposal and send me JUST a wifi router that I can hook up to the modem to get my fully functioning 5g WIFI. This entire issue was precipitated by a failed firmware update that NETGEAR has acknowledged.... So as a consumer I request NETGEAR make me whole as i have outlined. Please do not waste my time with the usual reply to return the CAX80...as I cannot be without service and NETGEAR thru its own failures both thru firmware and a truly inept service department is the root cause.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/12/2023

  Dear ******************,
  
  We sincerely apologize for the inconvenience that this has caused you. 
  
  I personally brought up this issue with our management once more, and they agreed that you cannot now return the original unit to the reseller. They authorized me to provide you with a complete refund for your original CAX30 so you may get a replacement that will meet your needs. If you accept the offer, you must return the CAX80 replacement we supplied you and provide a copy of your proof of purchase or receipt because the prior proof of purchase you gave was an unreadable screenshot from a computer.
  
  Thank you for your patience and understanding.
  
  Regards,
  
  ******
  Customer Care Advocate
  **********************

  Customer Answer

  Date: 05/14/2023

  Complaint: 19911331

  
  

  I am rejecting this response because:

  How will I be reimbursed? Will I be compensated for my loss of service and aggravation for the months of going back and forth? Netgear wants to just walk away... not the way to treat a customer...wash your hands of an issue created by you. . 

  Sincerely,

  
  

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

  
  

  
  

  
  

• Initial Complaint

  Date:04/09/2023

  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 have purchased Armor Security - 1 YearPurchase Date: 2023-04-04 Expiration Date: 2024-04-03 but my product says it is expired and to enter an activation code. I received a receipt for my payment but did not receive an activation code. I called and emailed support and was hung up on without a resolution. I am unable to get a resolution from email, through the web site, or phone. Help?

  Business Response

  Date: 04/18/2023

  Dear ******************,
  
  I hope you are well. My name is Draze of NETGEAR ************* Team. I understand that from your recent correspondence that you are reaching out NETGEAR for help with you current situation that involves your Armor Security Contract. I will make every effort to ensure that your case with us is handled efficiently.
  
  I personally spent some time reading over your issue and tried to locate an account using your email address, ****************************** but I was unable to do so. To help us handle your problems more quickly, I would like to kindly request you to provide your email address along with the following details below.

  Please provide the following information for us to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  We look forward to speaking with you.
  
  Regards,
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/07/2023

  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 2/2/2023, I renewed my 1-year Armor subscription. But on 2/8/2023, I was incorrectly charged again for $74.63. On 2/15/2023, I called Netgear, and they said that they will refund me the $74.63. On 2/19/2023, I received an email from Netgear saying that they are working on it. But since then, I have heard nothing from Netgear and I still have not received my refund. I followed-up via email and my Netgear account 3 times on 3/10, 3/24, and 4/3. I even tried calling a few times but never got through even after waiting over an hour when I was told that the estimated wait time is 6 minutes. I would like Netgear to refund me $74.63. Thank you very much for your assistance.

  Business Response

  Date: 04/13/2023

  Dear **********,
  
  Good day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. 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 genuinely apologize for the inconvenience; I understand that you were hoping for a different quality of service from us. We appreciate your patience as our refund procedure is taking some time to complete due to the overwhelming number of refund requests we are currently receiving.
  
  This is merely a polite follow-up regarding your refund request as I have already asked for a follow-up with one of our associates.
  Please allow us ***** hours to finish processing your refund as I already escalated this to be prioritized.
  
  If more information is required from you to help us address your complaint, I'll send you a follow-up email without a doubt.
  
  Please be advised that the process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:04/06/2023

  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 do not Rember the transaction date but it was less than a year ago I purchase a subscription service for three years at the cost of $300.00 for three years. On April 4,2023 I was having trouble with the netgrear ModelAC1900 modem/ router. We call tech support and explain to them that I had a subscription with them but have misplace my ID number or the email they sent to me. I ask them if they could look up my name or email address and they stated they could not. So, my question is this If they could not look up my email address how did they know to send it to me?

  Business Response

  Date: 04/12/2023

  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 Nighthawk AC1900 WiFi Cable Modem Router(C7000v2) wherein you called our technical support team for further assistance However they were unable to assists you as they could not pull up your account. 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 review your account and I could not locate the said charge and contract, I would like to know whether you have used a different email address with NETGEAR so we can possibly validate what contract it was.
  
  I also recognize that you still haven't received any support coming from our technical support team about your device, Please 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
  **********************

• Initial Complaint

  Date:04/06/2023

  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 cancelled the service in August 2022. In March 2023 I was charged their $99 annual fee. I attempted to contact the company several times to receive a refund and have not received a response. I am seeking a refund for the service I cancelled 6 months prior to being charged.

  Business Response

  Date: 04/12/2023

  Dear ********************,
  
  Good day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge from your Armor Security - 1 Year. 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 took some time thoroughly checking your concern and I am currently having difficulties in pulling up your account with NETGEAR, Hence I could not locate the said charge, I would like to know whether you have used a different email address with NETGEAR so we can further investigate.

  Your prompt response is well appreciated!

  
  Regards,
  
  Draze C.
  ************* Advocate
  NETGEAR, Inc.
  

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19902808
  
  The email address provided is the same one used on the account. The account was cancelled in 2022 therefore it may not be in the system. However, as shown in screenshot provided in the original complaint, it shows I have been charged $99 for services.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/18/2023

  Dear ********************, 

   

  I hope this email finds you well,

  Thank you for letting us know that the account was already deleted. Since the account was already requested to be deleted I may need to seek further assistance from our ****************** so they can validate the charges and get you a refund. Kindly give us ***** hours to check here, I'll surely send you an email confirmation once its done.

  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.

  Thank you for contacting NETGEAR!

  
  Regards,
  
  Draze C.
  Customer Care Advocate
  NETGEAR, Inc.

  Customer Answer

  Date: 04/22/2023

   
  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:04/05/2023

  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.

  Netgear is purposefully double charging users and charging people who canceled their subscription services for netgear armour. On 2022/03/18 I canceled my subscription with netgear for netgear armour service (see exhibit A in PDF). I have purchased it directly from Bitdefender and utilized a promocode to activate it on 2023-03-15. Even though I canceled with netgear back in 2022 they still billed my credit card for $99, on top of that I had already purchased the annual subscription to the exact same service through Bitdefender and activated it on my netgear product (see exhibit B in PDF)I have contacted their support via email 9 times since 03/25/23, referring to Case #********. I have not gotten ONE response whatsoever other than an automated case number, this is just insane that I cannot get a resolution for being billed for a service I already own.

  Business Response

  Date: 04/12/2023

  Dear ************************,
  
  Good day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. 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.
  
  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.
  
  The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Netgear Nighthawk AX5400 on September 10th, 2023. It clearly has a 1 year Hardware warranty on the box. The Ethernet port for the *** stopped working on April 1st. Company is refusing support without charging extra.

  Business Response

  Date: 04/12/2023

  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 Nighthawk AX6 AX5400 WiFi Router with Armor 1 Year free(RAX54) wherein The Internet light on the router does not light up when the Ethernet wire is in the *** port. 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 review your account and I noticed that your Nighthawk AX6 AX5400 Wi-Fi Router with Armor 1 Year free (RAX54) is already expired for Phone support.  We are more than happy to work with you in addressing your issue.
  
  Hence that's why our Technical Support Representative suggested that you to acquire a Gear Head support plan. So that if ever the issue would not be immediately resolved. you can directly reach them 24/7 to address any technical concerns.
  
  Please 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
  **********************

• Initial Complaint

  Date:04/04/2023

  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.

  I renewed my subscription through the Orbi app before the time my automatic renewal took place. On 3/16 my automatic renewal activated and charged me $99 for the CC on file. I talked to someone on Netgear customer service chat and explained I already renewed my subscription and asked why am I being charged again? I was told someone would get to me in ***** hours.Instead, i got an email stating my service was cancelled. No one called or explained to me why. I called customer service and was told my service was not cancelled, but I needed to do some things to reactivate my service.This included deleting/reloading Orbi app, upgrading firmware and last if all else fails re configuring my router.I did all but reconfigured my router at that point I asked *** from tech support that I wanted to end my relationship with Netgear... I wanted a refund for what I paid for the subscription I never got. She told me that since this was an existing case it would be elevated and I would have priority for a refund.Fast forward to today... Miraculously my Netgear Armour activated sometime over 3/24, 25 or 26th. With no notice from Netgear that my subscription was activated, no apologies for the hours I spent with tech support... I want to end my relationship with Netgear, as far as I am concerned they activated my subscription without my consent... I want a refund... I don't want to deal with Netgear at all anymore.Why did Tech support make me run through rings and hoops to get what I wanted. My service was reactivated without re configuring my router like tech support service rep *********** me that had to happen???47113221 is the open case number I still have open.Netgear records everything, you have permission to listen to our conversations.I have preserved Emails, screen shots Phone logs ect to show how Netgear serves their customers.

  Business Response

  Date: 04/12/2023

  Dear ********************, 
  
  Good day! 
  
  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 - ********. 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 take full responsibility for not making enough effort to provide you our usual high service standards.
  In order to make this up to you. We will make sure that we would  further examine what happened, and would give you necessary updates about the refund request.
  
  We have approved and finalized the request for $43.55 back to your credit card as of today, 04/13/2023. 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.
  
  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.
  
  The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  Regarding the renewal charge that you mentioned. I took the time to review your account and I could not see any renewal charge that was done in your account recently, The only recent charge was on 3/18/2023, which I've already refunded. I may suggest you to contact your bank to check if the charges is needed to be disputed.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/04/2023

  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.

  On 2/9/23 I renewed a service with Netgear (Armor) for $49. On 3/9/23 I was charged $109 without knowledge that I would be charged. I called Netgear support on 3/9/23 to attempt to remedy the situation. I was told the charge would be reimbursed and that I would hear from Netgear support about the situation. Because I had not heard from Netgear I called again on 3/16/23 and spoke to customer support. They again assured me this would be taken care of. I added details to my case online and still didnt hear from anyone. I called again on 3/27/23 and was again assured me this would be taken care of and I would receive a call to confirm my reimbursement. At this point, I have called and emailed numerous times this is yet to be resolved. I dont know what else to do to get a reimbursement for these unwarranted charges.

  Business Response

  Date: 04/12/2023

  Dear Mr. ********************* day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. 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.
  
  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.
  
  The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************