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:02/23/2023

  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 bought Netgear nighthawk ax6000 wifi cable modem router a year ago. After 6 months my power went out and bricked the router. I called customer support and spoke with an agent. He tells me they can only help me over the phone for the first 3 months which I think is insane since I spent 500 dollars on it. So he continues to tell me I can look it up online and fix it myself. I try to do it myself and can't get it to work. I call around to computer shops to see if any of them can help me which they cannot. I go back and see if I can fix it myself again and find out they have the wrong firmware online. I call them back and they say that I'm right about the firmware but nothing they can do about it. I paid 500 dollars for this modem/router and if they power goes out once you're just beat? Now they won't take it back or put a fix for it online so I'm just out 500 dollars. I would like my money back and for others to know about their poor busines practices. I'm not the only one this has happened to and think they should be held responsible for selling such an inferior product and practices!! People don't have 500 to buy Netgear's routers every 6 months!

  Business Response

  Date: 03/10/2023

  Dear Mr./****************,
  
  Good day! My name is ****** and I am a ************* Advocate for ********************** I understand that from your recent correspondence that you have submitted a complaint regarding the product issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  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. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  I have personally taken the time to review your account and I noticed that your NETGEAR 8-stream AX WiFi Gateway(CAX80) is already expired for support warranty since 06/16/2021. We are more than happy to work with you in addressing your issue. As a courtesy we will provide you a one time ***** support to check the unit and process one time 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 the ticket ******** online.
  
  The following link details product warranty information:
  
  *****************************************************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Kind regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Netgear made my CAX30 router unusable. The router no longer broadcasts a SSID signal and the ethernet ports are disabled. The router continues to be connected to the *** and the *** can ping my device - the device just fails to provide internet for my home. Netgear community members online have surmised that the bricking of our CAX30 routers is most likely the result of a bad firmware update from Netgear. I have called Netgear twice. Both times they offered no support without paying exorbitant fees, $180+ for a 90-day support period, which I refused. It isn't fair - they caused this problem and then want me to pay them to solve it! This is extortion and a scam.Posts on the Netgear forum have been deleted by mods at will. Posts talking about threads about the CAX30 being locked were also subsequently deleted. Netgear is not allowing an open venting or discussion of these issues. They are purposefully denying the right of their customers to have a voice on their platform to preserve their reputation and increase profits. I have a background in cybersecurity and computer networking, so I understand these issues better than most. But how many customers have unwittingly paid for their support because they were given dishonest information? Where is the accountability when Netgear lies and misleads their customers? My router has been inoperable for days due to their negligence. Was this all just a scam? To sell their service plan? Why have my cases been closed as soon as they've been opened. Is it because I haven't paid them a fee?Netgear have failed to provide any guidance on when service will be restored. No emails, no admittance of wrongdoing, and no updates on when firmware will be updated again. They have proven to be an unethical, greedy company that needs to be investigated.

  Business Response

  Date: 03/07/2023

  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 AX2700 DOCSIS 3.1 WiFi Cable Modem Router(CAX30S) as it stopped working, 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 us is handled efficiently.
  
  I have personally taken the time to investigate your concern and Once again we do apologize for the inconvenience this had caused you. Our team recently sent out an email blast concerning the (CAX30) as it appears to have issues with the internet connectivity after updating to FW v2.1.3.10. upon further checking, I noticed that you have already done the suggested troubleshooting on our Knowledgebase website and had also requested assistance from our technical support staff However the issue still persists.

  I can see that you are now communicating with our Technical Support Team looking into getting a replacement unit. I have created an *** for your replacement device. Please complete the transaction I sent you so that we can process your replacement unit.
  
  To proceed with the *** process, we would like to request a copy of your INVOICE as well as a clear/readable photo of the WHOLE back of the unit containing the *** MAC, IMEA, and other information found on the back of your NETGEAR product. A valid INVOICE should contain the price of the device, the store where you purchase the device and the date of purchase.
  
  You may check and update the shipment status of your *** at this link; *************************************************************************** | Check Status 

   

  We do extremely apologize for the support you have received previously with our technical support team, I assure you that everything is well documented here and we appreciate your feedback as this would help us improve our service here at NETGEAR.
  
  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19451946
  
  I am rejecting this response because:

  On Tuesday, February 21, 2023, NETGEAR sent out a firmware update that caused my NETGEAR CAX30 modem router to stop providing wireless and wired internet for our home. The firmware update turned off SSID broadcast and disabled the ethernet ports. After five days of troubleshooting, we determined that the device was irreparable, and I returned it to Costco.
  
  I feel that NETGEAR has engaged in unethical business practices in the following ways:
            NETGEAR caused the CAX30 to stop working. NETGEAR programmed and sent out a defective firmware update that turned off the CAX30's SSID broadcast signal and ethernet ports. 
            NETGEAR charged customers for technical support for a problem they caused. Even though CAX30's issues were widespread, and the result of NETGEARs failed firmware update, NETGEAR charged customers a fee for tech support. I refused to pay their fee, but other customers did pay for support. 
            NETGEAR failed to provide qualified technical support specialists. Customers relied upon NETGEAR "experts" who lacked sufficient education and/or experience to understand and solve technical problems. 
            NETGEAR failed to provide refunds for CAX30 modem routers. NETGEAR did not issue a recall and did not offer refunds, even though it was their responsibility to offer recompense.
            NETGEAR could not guarantee that replacements for CAX30 devices would be new and in excellent condition. NETGEAR offered replacement devices that *** be refurbished, dirty, or used, and otherwise not in comparable condition to the brand new CAX30 devices customers purchased in retail stores. 
            NETGEAR did not offer any alternative to CAX30 replacement, such as a refund or other forms of compensation. NETGEAR only offered a replacement for the CAX30, even for customers who *** have no use for a replacement device, after they were forced to purchase a new modem and router. 
  
  Some customers were unable to get a replacement device and were forced to eat the cost of the CAX30 and buy a new modem and router. NETGEAR *** have a pattern of negligently sending out firmware updates that cause devices to stop working, then charge customers for tech support. They tried to charge me $180 but I refused to pay it. I believe NETGEAR is committing fraud on a wide scale.
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 03/19/2023

  Dear ******************,
  
  I hope you are having a great weekend!
  
  Were really sorry that the customer service and support you were expecting from ** didnt turn out as you were expecting.
  
  We take full responsibility for not making enough effort to provide you with our usual high service standards.
  
  In order to make this up to you. We will make sure that we would further examine what happened, conduct phone call reviews, and leave any appropriate comments for the poorly handled case. I assure you that your feedback is well important to us and we appreciate you letting us know as this will also help us improve our service with NETGEAR!
  
  Hopefully, this will address your problem. Do not hesitate to contact us if you have any additional feedback.
  
  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:02/22/2023

  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.

  About 1 1/2 months ago, I started having issues with my work VPN connecting to the CAX30 Modem. I went through all the IT steps at work and through my *** (Sparklight). *** says nothing is wrong on their end - same with my IT. Called NetGear - my modem was purchased 9/2021 - and it is out of warranty for support. I get conned into 3 month offer - their lowest at $60 to just get started. Cust Serv rep is a complete b******* and foreign speaking. Finally she tells me she can't help me - that I have to call some other number. On hold for an astronomical long time. Hang up. Yesterday, internet just quits working. I chalk it up to modem is shot. My *** only lets me purchase certain modem/routers so I had to spend $600 on a new one. Come home, set it up and call *** to update modem on their end. *** *** then tells me that he hopes the CAX80 works better than the CAX30 model. I ask more questions. *** and NetGear are both aware that there is some setting that is messed up in the CAX30 right now that is causing the modem to not work correctly. Not ONCE did *** nor NetGear advise this to me. Had I known, I would have continued to use my phone hotspot until the issue was fixed. But no, I was not told and led to believe that the modem was shot. So I spent almost $700 in the last 2 weeks to fix something that both the *** and NetGear knew were wrong with the CAX30. This is so wrong on so many levels and I am looking to NetGear to reimburse me for my purchase or at least pay half. This is withholding information from your customers which in turn puts them in debt for NO REASON. I am to the point of contacting an attorney because I am so mad. Shame on you Sparklight and Shame on YOU NETGEAR!!!!!

  Business Response

  Date: 03/04/2023

  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 AX2700 DOCSIS 3.1 WiFi Cable Modem Router(CAX30S) as it stopped working, and after numerous attempts of troubleshooting the issue still persists.
  
  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 investigate your concern and Once again we do apologize for the inconvenience this had caused you. Our team recently sent out an email blast concerning the (CAX30) as it appears to have issues with the internet connectivity after updating to FW v2.1.3.10. upon further checking, I noticed that you have two accounts registered under NETGEAR if I may suggest we can possibly merge the two accounts so we can avoid emails being sent to the inactive email address, Kindly just provide us your preferred email address so we can proceed with the next possible step.
  
  Please also be advised that your Gearhead 3-month refund request is currently being processed in our department. Please allow us 5-7 business days to investigate your refund request. 
  
  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 Here is a link to a copy of the guidelines that were e-mailed to you when you purchased the contract: *****************************************************************************************;
  
  Regarding the Refund Request for the (CAX30), We understand you are now requesting into getting a refund for your CAX30. 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. However, we recognize that you are not happy with your experience with NETGEAR. This is not a confirmation but what we can do is perform a further review of your request, and we will update you on the outcome within the next 3-5 business days.
  
  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/21/2023

  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.

  Netgear has locked me out of the use of my Internet cable modem. Without notice. For not Buying the security subscription. When making the purchase of the almost 400 Router It was not made clear on packaging that a subscription was going to have to be paid for after 90 days.

  Business Response

  Date: 03/02/2023

  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 AX2700 DOCSIS 3.1 WiFi Cable Modem Router(CAX30S) as it suddenly stopped working when your Armor security- trial got expired.
  
  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 noticed that you have the AX2700 DOCSIS 3.1 WiFi Cable Modem Router(CAX30S)
  Our team recently sent out an email blast concerning the (CAX30) as it appears to have issues with the internet connectivity after updating to FW v2.1.3.10. Hence, the Armor security- trial expiration is not the primary issue why the device has connectivity problems.
  
  You may kindly check our Knowledge base website as We have created a step-by-step process instruction that you may follow to restore your internet connectivity via: ************************************************************************************************************************************
  
  If the issue still persists you may kindly contact our technical support team for further technical assistance. Kindly create an email inquiry on: ************************************************************* or contact our NETGEAR support at ******************************************************* or call ************** and press 1 for technical support.
  
  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:02/21/2023

  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 Netgear RAX120 router through Amazon on 12/8. I worked for several month trying to resolve connectivity issues through my ISP and Netgear. After confirmation from L2 support at Netgear that the device is defective ********************** initially communicated that they would replace the device. I was asked multiple times from help desk support staff where the device was purchased. After proof of purchase was provided Netgear reversed decision to replace the router. How can a company choose not to back their products when purchased legitimately through the world's largest retailer?

  Business Response

  Date: 03/01/2023

  Dear ******************,
  
  I hope this email finds you well! 
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding your replacement request being denied for the Nighthawk AX12 AX6000 12-Stream WiFi Router (RAX120v2). 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 spent some time thoroughly reviewing your request and It appears that the Nighthawk AX12 AX6000 12-Stream WiFi Router was sold by *******'s
  which is not an authorized NETGEAR reseller. Due to your product being purchased from an unauthorized reseller, your product is not eligible for warranty coverage, as stated in our Consumer Warranty Information:
  
  Your NETGEAR product must have been purchased from an authorized NETGEAR reseller in order to be eligible for warranty coverage.
  
  Hence the replacement request was rejected and your request for advanced shipping was canceled due to this reason. Thus, we have refunded you the *** fee for $32.37 on 02/23/2023.
  
  The process of the refund takes 24 to 48 hours and it may take up to 7 to 10 business days for you to see the funds credited back to you from your credit card company. I will send an email confirmation for the refund once processed.
  
  We highly suggest that you contact your reseller for further assistance. Your feedback is much appreciated as this will allow us to further improve the quality of our service. 
  
  We have self-help documents and useful product articles available on our knowledge base ********************************************** 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.
  
  Sincerely,
  
  Draze C.
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:02/21/2023

  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.

  In Jan 2023 I contacted Netgear to have my router fixed. Three times three different agents said they repaired the router, when in fact the router couldn't be repaired..After three attempts I contacted Netgear and asked them to cancel my contract for six months in which it cost me $80.99. I used my Priceline credit card to pay this fee. I have sponen with folks at least six separate occsions and they keep telling my money would be refunded within 24 hours which has never happen. Id you call the ********,***** phone number for refunds and when you do that you get a regular agent. On Friday 17 Feb the agent said my wife would receive an email within 24 hours showing my refund would be ;paid within 24 hours and here it is Tuesday. 21 Feb and still no email but more importantly a refund of $80.99.Thanks MSG *****************************, US Army Retired ************

  Business Response

  Date: 03/01/2023

  Dear Mr./**************, 
  
  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 refund request for the GearHead *** - Networking Support for Home Products, 6 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.
  
  We take full responsibility for the lack of communication regarding the refund request you have raised with NETGEAR and the inconvenience this may have caused you. I spent the time to carefully review your complaint, and it appears that a refund of $80.99 was previously completed on 2/22/2023.
  
  Your feedback is much appreciated as this will allow us to further improve the quality of our service.
  
  Please be advised that If you purchased the contract with a discount, the adjustment amount will be the total refund you will be receiving. The same goes if taxes were put on top of the contract price. 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.
  
  NOTE: Warranties are from original date of purchase.
  
  For more warranty details please click on the following link:
  *****************************************************
  
  Additional support information can also be found on our Knowledge Base located at:
  **********************************************
  

  Thank you for contacting NETGEAR!
  
  Kind regards, 
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/18/2023

  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.

  My Netgear Nighthawk C7000 cable modem router experienced intermittent drops and spontaneous reset to factory settings since new. I spent two months troubleshooting with Netgear and my ISP. My ISP replaced my entire underground service, performed multiple tests, and said problem was defective Netgear device. ********************** provided frustrating customer service, closing open complaints repeatedly, and continued to insist issue was with ISP and not their device. I subsequently replaced it with a modem and router from a different manufacturer and of course the issue went away. I have lost hours or productivity due to their defective device, and wasted hours, days, and months on Netgear customer service and they refuse to honor their 1 year equipment warranty.

  Business Response

  Date: 03/01/2023

  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 the replacement request for your Nighthawk AC1900 WiFi Cable Modem Router(C7000v2) wherein you contacted NETGEAR and asked for assistance finding out that the device was defective. I would first like to thank you for your feedback as this will allow us to further improve the quality of our service. rest assured that I'll make every effort in handling your concern efficiently
  
  I took the time to thoroughly review your account and It seems that there's already an ongoing replacement request on your account for the Nighthawk AC1900 WiFi Cable Modem Router(C7000v2) with ***- ******* under a Standard Swap Exchange shipping. This option allows you to return the defective unit to the *** fulfillment center at your own expense. As soon as the fulfillment center receives the defective product, a replacement unit is shipped out within one business day via ground services.
  
  You may also check the shipment status of your *** at this link; *************************************************** MyNETGEAR | Check Status
  
  We have self-help documents and useful product articles available on our knowledge base ********************************************** that you may use as reference.
  
  For more information on the Warranty Return Policy, please click on the following link: *****************************************************************
  
  If you have any other inquiries please do not hesitate to reach out.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  Draze C.
  ************* Advocate
  **********************

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19429791
  
  I am rejecting this response because:

  Clearly they did not read my complaint, just as they did not listen in any of the interactions I had with their customer support. 

  I have repeatedly told NETGEAR that replacement is not acceptable. I have already replaced their defective equipment at my own expense because their customer service strung me along for months and never resolved my issue. I am out $240 and I do not need some partial remanufactured replacement that they're offering

  I am happy to return their defective product, but the ONLY solution I will accept is a full refund. My purchase receipt is attached to this complaint file.

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

  Business Response

  Date: 03/13/2023

  Dear **************,

  I hope this email finds you well,

  We are sorry to hear about your experience with your Nighthawk AC1900 WiFi Cable Modem Router(C7000v2).

  We understand you are now requesting into getting a refund 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. However, we recognize that you are not happy with your experience with NETGEAR. This is not a confirmation but what we can do is perform further review of your request, and we will update you of the outcome in within the next 3-5 business days.If you have any other inquiries please do not hesitate to reach out.

  Thank you for choosing NETGEAR.

  Sincerely,

  Draze C.

  Customer Care Advocate

  NETGEAR, Inc.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19429791
  
  I am rejecting this response because:

  This is the second time I have received this weak promise of the requested refund with no action. NETGEAR also continues to message me with insulting offers of free shipping on a replacement (which I don't want).

  It's maddening. I will continue reject these meaningless responses which are only intended to waste more of my time.

  I will ONLY accept a FULL REFUND of the purchase price in response to this complaint.

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

• Initial Complaint

  Date:02/16/2023

  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.

  Hello,On 1/18/23 our Netgear router went out at home. I was advised by my cable company, Charter, to call our router company which was Netgear. I called NG and talked with a rep. named, ****. **** tried to trouble shoot with me but to no avail. He said the next step was for me to sign a one year contract with them in order to get a new router sent to my house (with technical support for a year.) My case number was ********. The total cost of this new plan was $125.53. This was charged to my credit card while I was on the phone with ****. Upon paying for the contract, **** tried sending me a link to my email account in order for me to express how I wanted my new and improved router sent to me. When I tried to use this link, it would not work. I was on the phone with **** for two hours that night with no resolution. The next morning I made contact with a new rep. named Kenaz. ***** also tried to make the link work but it did not. So the gist is, I signed a contract with them that should be null and void as I did not receive my router from them. After talking with ***** he gave me the conf. # ******** and said that I would have a refund in full to my CC within 5-7 business days and within 24 hours I would get an email confirming this from them. It has now been approximately a month and I have yet to receive a refund nor did I get an email confirming my refund. After calling today (2/17) I was given the run-around that my case was escalated to their customer canteen (which is where ***** told me it had been sent to a month ago.) I am now waiting on hold for them to answer so that I can reach out again but am continually on hold. My complaint is I was not given a product for the cost of the contract. I have since went to Best Buy and purchased a new routing system on my own. I would like NG to reimburse my $125.53 to my CC for services and products not rendered as well as cancel my account with them. Their process is a scam. Thanks for your time.

  Business Response

  Date: 02/28/2023

  Dear Mr./****************, 
  
  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 GearHead *** - Networking Support for Home Products, 12 Months refund request when you contacted NETGEAR and asked for help with your N600 Wireless Dual Band Router(WNDR3400v2). 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.
  
  Please be advised that your Gearhead 12-month refund request is currently being processed in our department. Please allow us 5-7 business days to investigate your refund request. 
  
  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 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: ***********************************************************************;
  
  For account deletion request, please see the instructions below: 
  
  To address your data privacy concern, please go to the NETGEAR Privacy Policy page and look for "Section 13 - How to Contact Us and How to Exercise Your Privacy Rights" To exercise your rights provided under this Policy, please submit your request by clicking "WebForm" and provide the information needed and you may select "Delete".
  
   ************************************************************
  
  Note: Please kindly wait until the refund has been processed before deleting your account.
  
  Kind regards, 
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/14/2023

  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 01/21/2023 I brought a netgear router C2000 from Best Buy for the $299+taxes and on 2/8/2023 it stopped working and can not be reseted . Contacted the tech support who instructed to return item in best buy as they couldnt resolved the issue or reset. Since its brought with in 30 days. They send me the email but Best Buy refused to accept the return since its over 15 days and I was going back and forth. Finally on 10th Feb I spoke to ************* on tech he told me that he will replace the product with tested equipment but will take couple of days to a week to arrive . I informed him that I need the modem at the earliest as my self and kids need internet for work/ education . At that moment he spoke to his supervisor and stated that he will submit file for processing the refund and will be contacted ***** hrs . So on Friday I went ****** and brought another modem for same amount. Yesterday ************* called me and stated that sales not fully agreeing with the refund and informed him that I had already brought the new modem and send receipt of new modem from ****** . He told me that he will talk to his supervisor and get back to me with in 30 mts and havent receive any calls yet. I would like to get my money back once I send the product back . Also o would like to know the agreement between netgear abnd Best Buy as netgear states its 30 days and for best buy its 15 days.Thank you

  Business Response

  Date: 03/06/2023

  Dear ****************,
  
  I hope this response finds you well! 
  
  My name is Draze and I am a ************* Advocate for ********************** We understand from your recent correspondence that you have submitted a complaint regarding your Nighthawk 2.5Gbps Cable Modem(CM2000) as it stopped working, and after many attempts of troubleshooting the issue still persists.
  
   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 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. However, we recognize that you are not happy with your experience with NETGEAR. This is not a confirmation but what we can do is perform a further review of your request, and we will update you of the outcome in within the next 3-5 business days.
  
  Regarding your inquiry about the return policy, Please be advised that NETGEAR.com purchases of new products, services, and, memberships can be returned within 30 days. Refurbished products can be returned within 90 days. this refers to purchases done directly with NETGEAR, Therefore if you purchased the device from a reseller there's a possibility that they have different terms and conditions about returns. 
  
  In your case you directly purchased the device through BestBuy hence they have a different policy with returns.
  
  The following link details product warranty information:
  *****************************************************************************************************
  
  According to our warranty policy:
  *************************************************************************************
  
  Thank you for contacting NETGEAR! please do not hesitate to reach out if you have other inquiries.
  
  Regards, 
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:02/13/2023

  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.

  Nov16,2022 I bought a Netgear router from Best Buy. They illegally charged me ****** for 3 years of service. I did not understand this charge and was told all kinds of lies. I have so many subscriptions under them and I never get a refund when I file for one within my time. Fort hood ******************** has refused to help because Netgear has lied to them. I have a year of free service with my new router and they still charged my card this mystery fee. They also charged me a mystery fee of ***** that they gave back with the banks help. This ****** fee needs to be refunded. The employees dont even know what I bought. So give me money back and quit charging me for phantom services. Also I have changed my credit card 3 times because of this. I have been charged for bit defender. I have fees under my old emails they refuse to return. They are the worst internet company ever.

  Business Response

  Date: 03/05/2023

  Dear ****************,
  
  I hope you are having a great weekend!
  
   My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding an unauthorized charge from NETGEAR. 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 you do have multiple subscriptions with NETGEAR.
  
  Please allow me to set up a call with you in order to better assist you.
  
  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
  **********************