Business Profile

Internet Services

NETGEAR

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for NETGEAR's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

392 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/17/2023
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.
My wifi was working fine until 1/16/23 in the morning. I tried to get on the internet, but it said my password was incorrect. I am the only one with access and I never changed the password. I called Netgear and asked them why this is happening. They said maybe there was a power outage recently. Not true. There was no outage. And in the past with outages, passwords just don't change and lock me out. Then the agent said he will reset my router but I had to purchase a year of technical support since I was over their 90 day warranty. I had to pay just to change a password or otherwise they would not help me. So I was coerced into paying over $150 for something that happened which they can't even give me a legitimate reason for. This is such a scam. I shouldn't have to pay to have my router reset. I will be reporting this to my credit card company.
Business Response
Date: 01/23/2023
Dear ************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Product Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that you contacted our technical support team and ask for help with your NETGEAR N600 Wi-Fi DOCSIS 3.0 Cable Modem Router (C3700). Your NETGEAR product is already expired it's hardware and support warranty since 06/01/2017. As per NETGEAR Consumer Warranty Policy the product is entitled for One Year Hardware warranty and 90 days Service warranty from the date of purchase for any technical assistance.

The service contract you purchased is GearHead *** - Networking Support for Home Products, 12 Months amounting USD ****** + Tax. Because you have received troubleshooting steps and issue was resolved, I am taking out a pay-per incident of USD ***** and will issue a refund in the amount of USD ***** (Tax included) which you will see on your credit card within 5-7 business days. For your reference, a copy of the terms and conditions can be found at:

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

As per guidelines:

"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 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.

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.

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 your business with NETGEAR, Inc. and have a great day.

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:01/15/2023
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 received a notification from netgear today that my "subscription" renewal for armor had been charged. I have repeatedly had to cancel this renewal due to netgear finding ways to "reactivate" this subscription. I had to contact them when my first router died and I couldn't use the iOS app to login and deactivate the subscription. Then I deactivated the second subscription on my old iPhone 11 Pro when I got my iPhone 14 Pro *** and transferred the data. When I installed the app on my new iPhone, netgear "automatically" enabled it despite the fact that it had been toggled off on the old iPhone. So when it was reinstalled, Netgear defaulted to force it to automatically turn on. That's a malicious by **********. I wasn't even aware until I started getting notifications. Then netgear started notifying about upcoming subscription renewals. I have the autonewal toggled off on both the website and the app. I received an email indicating said the subscription had been cancelled in December. Today 1/15/2023 after I received the billing statement, when I contacted Netgear, they claim auto renewal is not "off." This is just plain deceptive.
Business Response
Date: 01/20/2023
Dear **************,

I am contacting you regarding your recent refund request to our department. After reviewing your case I would like to first apologize for any inconvenience this may have caused you.

We have approved and finalized the request for $110.09 back to your credit card as of, 1/17/2023. 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 warranty details please click on the following link:

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

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

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

Sincerely,

**** ****************
Customer Care Advocate
**********************
Initial Complaint
Date:01/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Netgear router from ******* in September of 2020 so that my daughter could do online schooling. After having difficulty getting the router set up I called the company for help. I foolishly allowed them to talk me into taking out a two-year technical gearhead support contract with them for $230. This contract did not benefit me at all, seeing as how the router box quit working shortly after the contract was taken out. Next router box was purchased through ISP, in which the service man told me the Netgear folks burnt up the original router box. About a month ago I started getting emails saying my contract was going to expire in 30 and then 7 days. Which was great news, seeing as how I wasn't using this service to begin with. I contacted my bank a day before the contract deadline after receiving an email stating that "if I had automatic renewal selected" the transaction would occur. I had gone onto the website and tried to remove my account information, could not find anyway to do so, or anywhere on there that where "automatic renewal" was checked off. My bank manager thought the transaction wouldn't go through because I had been issued a new debit card due to expiration of the card used to purchase the original contract. On December 18th I was emailed a receipt showing they have once again taken out $230 for another 2-year contract. I do not own or use Netgear products. I have no use for their tech support. My new router box has worked flawlessly. I want a refund. I spoke with a customer support person on the 18th of December. I received two duplicate emails since speaking with them, on December 19th and 25th, both stating the case was under review and to wait seven days. I have yet to receive an email or anything saying they're planning on issuing me a refund! I was never informed that a 2 year contract was going to turn into a lifelong obligation for services I have never used! I will NEVER again buy or use Netgear products!
Business Response
Date: 01/12/2023
Dear ******************,

My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.

I personally reviewed your account and found that one of our customer service representatives is working on your refund case.

We will send you an email once the refund procedure has been completed. It usually takes about 7 business days.

The following link details product warranty information:

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

According to our warranty policy:

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

Your case number is 46895450.

Regards,

**** ****************
************* Advocate
********************** Support
Customer Answer
Date: 01/18/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not looking to get a replacement or product warranty. I no longer even own the registered product. What I want refunded is the $230 that was taken out of my account without my consent to pay for support that I cannot use, do not want or need. I want account and all personal information deleted and no further contact with this scam of a company.
Business Response
Date: 01/24/2023
Dear ******************,

We sincerely apologize for the long delay. as of now, we are still working on your refund case, however, our billing department is experiencing an extremely high volume of the queue.

I'll keep your case open until we refund your money.

We sincerely appreciate your patience.

Regards,

**** ****************
Customer Care Advocate
********************** Support
Initial Complaint
Date:01/03/2023
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 purchase a Nighthawk Mesh router from Netgear in August of 2022 and have had tech support issues since my purchase. I had three open tickets on my router due to poor performance and they were closed for "some unknown reason" at the end of the "complimentary" period. I then had to purchase a support plan to speak to tech support. After another 45 days of tech support, Netgear determined that my router needed to be replaced with the same router. After a week, the "customer care" team keeps telling me they do not have routers in stock and I have to wait. They are giving me no time frame so I am waiting indefinitely to receive the same router that I have. I called today and asked to speak to be transferred to the customer care team and they told me they only respond by email, which I know is a lie because I spoke with them this weekend. I work from home and this is prohibiting me from working.
Business Response
Date: 01/12/2023
Dear ******************,

Good day!

My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.

Please be informed that NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days. in your situation your NETGEAR product is more than 30 days since you bought the product.

Since your product is still covered by warranty, we would like to give you a replacement for your defective device.

Please complete the *** number ******* that I provided you.

You may also check the shipment status of your *** at this link; ***************************************************

For more warranty information, please click the link below:

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

Thank you.

Regards,

**** ****************
************* Advocate
********************** Support

Customer Answer
Date: 01/18/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Immediately after receiving this response, I sent another email to the company asking what completion of the *** number means. I have received no additional information.

This response also indicates that they had not started a replacement which multiple techs indicated had already been established. Working with netgear has been an absolute nightmare. The reason that it was not returned within 30 days is because I had an open case number trying to have them help me fix it. They then closed the case and made me purchase pro support.

This seems like a shady tactic in order to prevent people from returning the purchase.
Customer Answer
Date: 01/18/2023
I just received an email from netgear requiring my name, phone number, and address. I have provided this information on multiple occasions. I'm done with this company. If I can't get a refund, please close this report. I do not want another netgear product that I have to a) pay for tech support and b) re-settup all connections in my house.
Business Response
Date: 01/20/2023
Dear ******************,

The residence address is required since we must ensure that the product is delivered to your address.

Please be advised that your refund request has been declined.

Please be informed that NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days. in your situation your NETGEAR product is more than 30 days since you bought the product.

If the unit is faulty, NETGEAR will gladly replace it with the same model.

For more information about NETGEAR warranty policy, please visit link below:
*************************************************************************************

Thank you for your understanding and have a great day!

Regards,

**** ****************
Customer Care Advocate
********************** Support
Business Response
Date: 03/10/2023
Dear Mr./******************,

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 number.

We sincerely apologize for the inconvenience that this has caused you and for the late response. I have personally taken the time to review your concern and I can see that your request for replacement has been generated on 01/23/2023 with RMA *******. Please be inform that upon initiating the **** there's a link and instruction sent to your email and you need to complete that in order to process your replacement.

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.

The following link details product warranty information: *************************************************************************************

If you have any technical issues or concerns about your NETGEAR devices. Please contact Support via this link:

*********************************************************** or dial ************** Press 1 for Technical support.

Thank you for choosing NETGEAR and have a great day!

Sincerely,

****************
************* Advocate
**********************
Initial Complaint
Date:12/26/2022
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 was referred through Netgear from***** I had ordered the equipment around November 13 and 14th when I moved to my new house the equipment was on my doorstep I tried to hook it up and cannot and called support on the phone for two hours cannot get it to work so the next day we tried again for another additional two hours at that point I said I cannot do your Internet because it's just not working here I had canceled my service on November 17 they continue to take money out my bank all through December for a product I never even used once . they even state on they're saying you can cancel at any time they have taken over $400 of my money which I would like to be refunded. they called back twice trying to get me to stay and I try to tell them I already have Internet service please send me a shipping information to ship back of this equipment. they wanted all this information off of the actual modem which is packed away I had to unpack it already once when I waited for the label to show up it never did and they wanted me to unpack the box again which I refused to do all I need is a shipping label to send this back and my money refunded back into my account fully or I will look for criminal charges.
Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/05) */
Dear Mr. ********,

We understand your request and your concerns about your NETGEAR device. However, we are unable to perform a product refund or contract refund since no contracts or purchased products came from our NETGEAR store.

Please be advised that NETGEAR Inc. is able to replace products found to be defective with the same model if within warranty.

For more warranty details, please see the link below:

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

For NETGEAR store returns, please click the link below:

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

Take note: NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days.

Thank you and have a great day!

Regards,

**************
Customer Care Advocate
NETGEAR Support
Initial Complaint
Date:12/26/2022
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.
Hi,

A few months ago I cancelled my auto renewal for Netgear ************** Service. Today December 26th I noticed that I was charged $105.99 for the auto renewal for a year. I've sent Netgear an email requesting a refund right away. I don't use their security service and I don't want it. I want a refund right away for the full amount. I will never purchase their products again. As this is theft I might contact the local authorities.

Thank you.
******
Business Response
Date: 01/12/2023
Business Response /* (1000, 5, 2023/01/05) */
Dear Mr.******,

Good day!

My name is ****. I am a Customer Care Advocate of NETGEAR, Inc. I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.

I personally reviewed your concern, and I notice that one of our customer care representatives is working on your auto renewal refund case. Please allow us 3-5 business working days to complete the refund and provide you with an update.

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

Yours in Service,

**** *********
Customer Care Advocate
NETGEAR Inc.

Consumer Response /* (2000, 7, 2023/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Netgear refunded the charged amount of $105.99.
Initial Complaint
Date:12/21/2022
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.
NETGEAR will not honor lifetime warranty for a product. I opened the case in Oct and they keep giving me the run around. They said they would provide a refund but again, keep giving me the runaround. They offered a replacement but it is not comparable. They closed my originally case without notifying me. I opened a new case but they do not respond and keep telling me 3-5 days....

Closed Case # ********
Current opened case# ********
Business Response
Date: 12/26/2022
Dear ******************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding your NETGEAR product and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that your prior case number ******** was closed on 11/11/2022 due to inactivity when one of the representative ask you to provide a proof of purchase for him to proceed with your product refund request. ******, one of my colleagues, is currently working on your new open case number ******** while she waits for the reimbursement request to be approved. This could take longer than usual, and if this is confirmed, we'll provide you an update before moving on with the paperwork and processing of your refund.

I'll track your open case number for the time being and inquire about progress.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 01/09/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I responded to their email two times and provided the checking account info as requested and no response, yet and no refund as of writing this email. My Emails were sent on Jan 1, and Jan 5th with no response from Netgear.
Business Response
Date: 01/11/2023
Dear ******************,

This is to acknowledge the response that you sent us.

I went back and looked into your request for a refund. As of today, January 11, 2022, our warehouse has confirmed that your returned unit has been received. Please be aware that we will start the paperwork needed to send to our accounting department.

We have actually received your voided check, and it may take 4-6 weeks for the full manual reimbursement to be applied to your account via ACH after all required paperwork has been presented to our Accounts Department.

Once the documents are completed and submitted, you will be notified.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

****************
Customer Care Advocate
**********************
Business Response
Date: 01/18/2023
Business Response /* (1000, 5, 2022/12/26) */
Dear Mr. *******,

I hope you are well. My name is ****** of NETGEAR Customer Care Team. I understand that from your recent correspondence that you have submitted a complaint regarding your NETGEAR product and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your concern and I can see that your prior case number ******** was closed on 11/11/2022 due to inactivity when one of the representative ask you to provide a proof of purchase for him to proceed with your product refund request. ******, one of my colleagues, is currently working on your new open case number ******** while she waits for the reimbursement request to be approved. This could take longer than usual, and if this is confirmed, we'll provide you an update before moving on with the paperwork and processing of your refund.

I'll track your open case number for the time being and inquire about progress.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

*********
Customer Care Advocate
NETGEAR Inc.

Consumer Response /* (3000, 7, 2023/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I responded to their email two times and provided the checking account info as requested and no response, yet and no refund as of writing this email. My Emails were sent on Jan 1, and Jan 5th with no response from Netgear.

Business Response /* (4000, 9, 2023/01/11) */
Dear Mr. *******,

This is to acknowledge the response that you sent us.

I went back and looked into your request for a refund. As of today, January 11, 2022, our warehouse has confirmed that your returned unit has been received. Please be aware that we will start the paperwork needed to send to our accounting department.

We have actually received your voided check, and it may take 4-6 weeks for the full manual reimbursement to be applied to your account via ACH after all required paperwork has been presented to our Accounts Department.

Once the documents are completed and submitted, you will be notified.

We appreciate your time and patience.

Thank you for contacting NETGEAR.

Regards,

*********
Customer Care Advocate
NETGEAR Inc.
Customer Answer
Date: 03/07/2023
Regarding Complaint ID: ********
Hi, I have waited the 6 weeks as requested and still have not received a refund and Netgear has my return switch. Can we please reopen the case? Thank You
Business Response
Date: 03/16/2023
Dear ******************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding your product refund. 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 your request to refund your NETGAER S3300-52X-PoE+(GS752TXP) has been submitted to our ********************* on 01/14/2023. As of writing we are still awaiting for the confirmation from them about the status of the refund. You will be notified as soon as a response is received from the concerned department.
If you have any clarifications about this refund request, your may send a response to your open case#********.

Your continued patience is greatly appreciated.

Again, thank you for choosing NETGEAR.

Sincerely,

****************
************* Advocate
**********************
Customer Answer
Date: 06/01/2023
Please reopen case ********, Netgear has my switch and has not refunded me.
Thank you
Business Response
Date: 06/08/2023
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 a warranty issue. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

I have personally taken the time to review your account and both case#********, and ******** that you have in your account is for a product refund that has been credited to your bank account. Under your case#******** you talked to our Account Manager who handles your Business account on 06/06/2023 and confirmed that you have the refund posted on your account.

If you have other NETGEAR products that need to be checked by our technical support, please provide the serial number and I will ask our business senior support specialist to call you. Please provide the following information for me to contact you:

*Serial number of the product
* Preferred Contact number
* Date
* Best time frame (please include Time Zone)

Thank you for contacting NETGEAR, we appreciate your business.

Regards,

****************
************* Advocate
**********************
Customer Answer
Date: 06/08/2023

Better Business Bureau:

I Have received a refund and this can be cancelled. Thank You for your help.

Sincerely,

***********************
Initial Complaint
Date:12/19/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my service with NETGEAR on 6/06/2022 They stated that I would be removed from the annual renewal subscription.In November I received an email notification stating that my subscription would be renewed in December. I contacted the company again and let them know I no longer have any NETGEAR products and that the renewal should be canceled. The information below from their customer agents stated that I would not be charged. However, on Sunday night at 10pm, I received another email stating that I was charged for the renewal. Contacted NETGEAR and they stated they would review the case and let me know if they could refund my money. So reaching out to the company twice to ask them not to renew my subscription was ignored and during the holiday when you don't need a $105 charge on your credit card for something that I don't use. I assume this was done on a Sunday night hoping that it would be missed and they would receive $105 for a service that will never be used. NETGEAR Support Agent 2022-11-21 05:41:24 Dear ********************,I hope this email finds you well!I am Draze of NETGEAR ************* Team and this is to acknowledge receipt of your request concerning your Armor Security - 1 Year with contract number: *****. I'll be more than happy to help.I have personally taken the time to review your concern, I have successfully disabled the auto renewal for your Armor Security contract. Rest assured that you wont be charged with any NETGEAR Armor charges. Kindly just wait for the contract end date on 12/19/2022 as the subscription will automatically be cancelled.Please do not hesitate to contact us if further issue with the billing occurs. You can reach out to us at ************** or send email to *********************************************************** Please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of ***************** in the industry. Once I close this case, shortly thereafter you will receive a survey in your email. With this, please do rate the service and support I have provided you regarding your query.We appreciate your patience and thank you for choosing NETGEAR.Regards,Draze C.************* Advocate **********************
Business Response
Date: 12/23/2022
Dear ********************,

My name is ****. I am a ************* Advocate of ********************** I would first like to thank you for your feedback. We sincerely apologize for any inconvenience this has caused you. I will make every effort to ensure that your case with us is handled efficiently.

I noticed on your account that one of our customer service representatives is working on your refund request.

We notify you within 3-5 business days and provide an update once the refund has been completed.

Your case number is 46806489.

Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.

Yours in Service,

**** ****************
************* Advocate
**********************
Initial Complaint
Date:12/17/2022
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 spent nearly $2,000 on Netgear's Wi-Fi mesh system, less than 3-months ago. Netgear continues to force-push firmware updates which brick the entire system, rendering it useless, and requiring me to spend approximately 12-hours factory resetting and manually updating the firmware for all 7 pieces of equipment, and then having to re-pair, and relocated all 7-pieces, over-and-over.

Customer care is outsourced to various countries, and is virtually non-existent, outside telling you to factory reset everything. Agents repeatedly lie about being supervisors, managers, and upper-level support staff, when in reality, they are tier-1 agents, with no training useful information.

Promised callbacks haven't happened.

Emails have not been returned.

Hold time to reach a tech support agent routinely exceeds 90-minutes.

I have spent over 10 hours of the last 24 trying to resolve this issue.

Netgear has yet to provide any useful information.
Business Response
Date: 01/04/2023
Business Response /* (1000, 5, 2022/12/23) */
Dear Mr. ******,

My name is ****. I am a Customer Care Advocate for NETGEAR Inc.

Please 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 if within warranty.

We would like to offer the assistance of our senior technical support team.

Please reply to case number ********.

For more warranty information, please click the link below:
***************************************************

We look forward to your response.

Regards,
***************
Customer Care Advocate
NETGEAR Support

Consumer Response /* (3000, 7, 2022/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This absolutely does nothing to address my concerns, and gives me more homework, and hoops to jump through without addressing any of the deficiencies.

Business Response /* (4000, 9, 2023/01/01) */
Dear Mr. ******,

Please coordinate with our Technical Support Team for assistance.

Please contact the phone support department of NETGEAR, just dial******************************** Just provide your case number: *********

Thank you for your coordination and understanding.

Regards,

**************
Customer Care Advocate
NETGEAR Support
Initial Complaint
Date:12/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 100 dollar router to take a c*** in 3 years. Got hacked but refused to give time stamps.Internet has been down for a month I believe they should be paying my internet bill cause they gave me no solution for the start of the problem.My router refunded for dealing with such a problem They wanted me to pay 300 dollars for a firmware for 5 years never said monthly payments weren't available and tried to hit me for the full cost
Business Response
Date: 12/16/2022
Dear Mr./*************************,

I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding your NETGEAR device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

We have personally taken the time to review your account with us and we can't find any records or cases on your account nor talked to our technical support team. According to your statement, the representative you talked to offered you a "300 dollar for a firmware for 5 years", which is not the process that our support team follows nor contract that we sell. It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. Could you please tell me how you contact this third party? Can you give us any information for our records?

NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link:

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

I noticed that your NETGEAR AC1900 WiFi Mesh Extender(EX6400v2) is already expired for support and hardware warranty since 10/25/2022. We are more than happy to work with you in addressing your issue. As a courtesy we will provide you a one time ***** support. Please let me know if you want me to arrange a callback with our support expert by providing your preferred callback time or updating the ticket ******** online.

Thank you for contacting NETGEAR.

Regards,

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

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