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:12/13/2022

  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.

  Purchased a new WiFi router on Nov 17th with the intent to upgrade from the service provider's provided router. Since then I've had a list of issues with the router, all of which came to a tipping point today 12/13/22. My WiFi went out, which is a severe issue when you work from home so I attempted to call technical support.Technical support talked me in a circle for over an hour with no resolution, had me go through the same few steps over 10 times all resulting in the same outcome, and promised a manager call back. I've called back since but each time I'm put on hold for over **************************************************************** have a complimentary upgrade for the product not working as advertised as a premium product and for the time it's taken to resolve this issue through support.

  Business Response

  Date: 12/15/2022

  Dear ********************,
  
  My name is ****. I am a ************* Advocate of **********************
  
  We understand your request and your concerns about your NETGEAR device. However, we are unable to process a product upgrade because NETGEAR itself does not give refunds or offer product upgrades. Refunds come from the place of purchase only. 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:
  
  *****************************************************************
  
  Since you are looking for a product upgrade, I recommend returning to the store where you purchased the unit and check about alternate solutions.
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

• Initial Complaint

  Date:12/13/2022

  Type:Customer Service 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.

  On 12/07/2022, I called Net Gear to have them clean my computer, which they have been doing for the last six years, I spoke to a, Hyder was his name these representatives are in India, Hyder went on cleaning my computer but then some thing happened to my router, the power light on the router started blinking orange, and I could not get internet service, ALSO it stopped me from getting Net Flix and Amazon Prime on my T.V. Hyder and I spent about two and a half hours trying to fix my router. Htyder than stated he would call me back, which he did not. Over the next several days I called Net Gear several times and spoke to, ************************* who is a customer care specialist???Mac gave me my case number, ********. Today is 12/13/2022 and no word from Net Gear. I would like Net Gear to buy me a new router and terminate my contract with them which started 09/16/2022 for there price of $183.99 and get my money back from 12/07/2022
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/15) */
  Dear*************
  
  I hope you're doing well.
  
  My name is John. 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'm writing to let you know that your refund request is currently being investigated for processing. I'll notify you within 3-5 business days and provide an update after the investigation is complete.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/12/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  12/15/2022 HEARD FROM **** A CUSTOMER CARE REPRESENTATIVE OF NETGEAR, **** EMAILE3D AND STATED MY CASE IS BEING REVIEWED AND I SHOULD GET A RESPONSE WITH IN 3 TO 5 DAYS ???
  WHAT REALLY BOTHERS ME ABOUT NETGEAR, IS THAT FOR 6 YEARS I HAVE WORKED WITH NETGEAR AND THEY HAVE FIXED AND CLEANED MY LAB TOP MANY TIMES, NOW THAT HYDER ONE OF THEIR REPRESENTATIVES HAS MESSED UP MY ROYTER THEY NO LONGER HAVE SHOWED, HONESTY, INTEGRITY,OR RELEABILITY IN GETTING THIS PROBLEM RESOLVED.
  
  
  Business Response /* (4000, 9, 2022/12/26) */
  Dear ************
  
  We have approved and finalized the request for $183.99 back to your credit card as of, 12/20/2022. 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.
  
  We have a senior technical support team available to check your system, please reply to case number *********
  
  Thank you for choosing NETGEAR and have a great day!
  
  Sincerely,
  
  John**********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (-5, 10, 2023/01/01) */
  i HAVE RECEIVED AN EMAIL FROM **** ******** FROM NET GEAR, THAT I WOULD BE GETTING A REFUND OF $183.99 FROM NET GEAR WITH IN 7 DAYS OF 12/20/2022. IT IS 01/01/2023 AND THEIR HAS BEEN NO AMOUNT FROM NET GEAR DEPOSITED IN MY CHECKING ACCOUNT AS OF 01/01/2023. I CAN NOT BEFIVE THAT I WAS WITH NET GEAR FOR 6 YEARS AND THEY ARE NOW TREATING ME LIKE THIS. THIS SITUATION HAS BEEN GOING ON FOR AT LEAST 2 MONTHS. CASE # ******** THANK YOU, ****************
  
  
  Consumer Response /* (4200, 12, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  AS OF 01/04/2023 I HAVE NOT RECEIVED MY $183.99 BACK IN MY CHECKING ACCOUNT, THAT I WAS GOING TO RECEIVE BY 12/20/2022 THAT MAY TAKE UP TO 7 BUSINESS DAYS, TODAY IS 01/04/2023, NO FUNDS FROM NET GEAR,
  THEIR HAS NOT BEEN A RESOLUTION TO THIS MATTER YET, FROM **** *********** FROM NET GEAR CUSTOMER CARE ADVOCATE.
  
  
  Business Response /* (4000, 14, 2023/01/05) */
  Dear ************
  
  Please validate it with your bank. We successfully returned your money.
  
  Please let me know if you have any other questions or concern. Thank you.
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 21, 2023/01/19) */
  CASE NUMBER, *******, NET GEAR DID REFUND MY MONEY TO MY CREDIT CARD, TOTAL OF, $183.99, THANK YOU SO MUCH FOR YOUR HELP IN THIS MATTER, WITH GREAT APPRECIATION, ****************

• Initial Complaint

  Date:12/10/2022

  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 had purchase a netgear*********************** router on 1/5/22 for $400. from this firt time i had nothing but issues with this product i have contacted customer support over 5 different times within span i own this.This router keeps rebooting it self only gettting worse.On several reviews im not only one having this issues .Customer support has been no help
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/13) */
  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 NETGEAR ************************************ Router(********) issues. 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.
  
  First of all, please allow us to extend our sincere and deepest apologies if you're experiencing this such kind of issue with the NETGEAR router that you have in possession. I see that you spoke to our support team about this, and we checked with our engineers, who said that there is a firmware to fix the reboot problem. As we have instructed our senior Level 2 support team to get in touch with you in order for this to function and you declined.
  
  As I mentioned on your case#********, the ****** will be your next upgrade option after the ******. It's just that your ****** was manufactured 2021 but that doesn't mean that ****** is not the latest model. The ****** is a 12-Stream Gigabit Router******** Tri-Band Wireless Speed (Up to 10.8 Gbps) Coverage Up To 2500 sq.ft. And 50 Devices. While your ****** is a 12-Stream Dual-Band Gigabit Router, ****** Wireless Speed (Up to 6 Gbps), Coverage Up to 3,500 sq.ft. and 30 Devices.
  
  Should you have any questions regarding this, please do not hesitate to ask.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****** **
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't understand my router purchased suppose be newer yet want replace with older model. Plus I'm losing range almost 1000 square feet. This has been such a burden and waste of my time. Big inconvenience as valued customer.
  
  
  Business Response /* (4000, 9, 2022/12/15) */
  Dear Mr. *********,
  
  This is to acknowledge the response that you sent us.
  
  If you do not want to take the ******, which is the upgraded replacement that has been approved by management, we advise you to work with our support team to update the firmware to resolve the reboot issue, or we can replace the device with the same model.
  
  The reason as why we encourage you to contact our technical support is aside from the troubleshooting steps that they can offer to you, they can also help us with the next course of action, by checking your device, debugs, logs and also their findings.
  
  Again we thank you for your business with NETGEAR, Inc.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR, Inc

• Initial Complaint

  Date:12/07/2022

  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.

  Netgear allowed someone to register a product with my email address, and without verifying the email. I continue to get inundated with automated messages from Netgear, without the option of unsubscribing. I reached out to them, and in an email they just said to refer to their terms of service. They have not responded to any of my follow up emails since.
  
  This is illegal spam. I've asked repeatedly to delete this account and any personal information on it, and to stop contacting me regularly without my permission.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/09) */
  Dear********** ,
  
  Good day!
  
  Good day! My name is Ritchell and I am a Customer Care Advocate for NETGEAR, Inc. I understand from your recent correspondence that you submitted a complaint regarding email notifications and to delete your NETGEAR account. 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 we have sent an email that contains the instructions of where you can request for an account deletion.
  
  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":
  
  
  https://www.netgear.com/about/privacy-policy/
  
  
  Thank you and have a nice day!
  
  
  Sincerely,
  
  
  Ritchell U.
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Stop directing me to your terms of service, and delete the account. You are legally required to make it easy to delete the account. I contacted your company to delete this account and stop emailing me. Just handle it.
  
  
  Business Response /* (4000, 9, 2022/12/13) */
  Dear**********,
  
  We sincerely apologize for any inconvenience this has caused you.
  
  In order to delete 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":
  
  https://www.netgear.com/about/privacy-policy/
  
  Thank you.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:12/07/2022

  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.

  One year ago, I purchased a Netgear nighthawk X6S AC3000 Tri-band Wi-Fi range extender mode: EX8000. I just changed the router and need to reconfigure the extender to connect with the new router. I tried for two days to reconnect the extender to the new router to no avail and decided to reach out to Netgear for some assistance. The people posing as Netgear agents utterly refuse to give me any support unless I pay them $140.00 for tech support. There is no phone No. or contact information to reach Netgear's main headquarters; all the calls are routed to ***** and other Asian countries. These people are all demanding that I pay them for tech support, something I was told isn't true. It is extremely unfortunate, that Netgear has allowed its name and reputation to be associated with SCAM. This company has zero safeguards to protect its customers. I have no contact information to reach this company and inform them about my horrible experience with the con artist operating in their name. Netgear is RESPONSIBLE for its customers, and since they have provided zero support to its customers, the scam artist is filling the void for them. I certainly REGRET buying from Netgear. I thought it was a better company, but now I am finding out the hard way.

  Business Response

  Date: 12/09/2022

  Dear **********************,
  
  Good day!
  
  Good day! My name is ******** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding the support warranty and the defective device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  I have personally taken the time to review your concern and I can see that the support warranty expired on 09/08/2021. This was the reason why our support expert was trying to offer you the support contract. The complimentary support that is included in our device is only 30 days from the date of purchase of the device.
  
  
  For more information on the Consumer Warranty, please click on the following link:
  
  **********************************************
  
  *****************************************************************
  
  we have self-help documents and useful product articles available on our knowledge base that you may use as reference.
  
  *****************************************
  
  Thank you for your understanding.
  
  
  Sincerely,
  
  
  ********************
  ************* Advocate
  ********************** Support

  Customer Answer

  Date: 12/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  do not accept ************************, explanation of my concern. Here are my exact words. ******************** is responding to statements I never made. To Whom it May ******** I am providing my contact info. in hope that "I am reaching someone from Netgear. My ************ Landline.
  One year ago, I purchased a Netgear nighthawk X6S AC3000 Tri-band Wi-Fi range extender mode: EX8000 Serial *************. I just changed the router and need to reconfigure the extender to connect with the new router. I tried for two days to reconnect the extender to the new router to no avail and decided to reach out to Netgear for some assistance. The people posing as Netgear agents utterly refuse to give me any support unless I pay them $140.00 for tech support. There is no phone No. or contact information to reach Netgear's main headquarters; all the calls are routed to ***** and other Asian countries. These people are all demanding that I pay them for tech support, something I was told isn't true. It is extremely unfortunate, that Netgear has allowed its name and reputation to be associated with SCAM. This company has zero safeguards to protect its customers. I have no contact information to reach this company and inform them about my horrible experience with the con artist operating in their name. Netgear is RESPONSIBLE for its customers, and since they have provided zero support to its customers, the scam artist is filling the void for them. I certainly REGRET buying from Netgear. I thought it was a better company, but now I am finding out the hard way."
  
  I clearly Spoke about the $140.00 dollars I am Being asked to pay for tech support. Why is ********************, talking about a defective DEVICE? The question is, do I have to pay for tech support to configure an extender? And if ******************** is as concerned as he claimed to be, why haven't I received a phone call from Netgear? The DEVICE is on a two years warranty. I was not speaking about warranty either. What is the Truth as it pertains to tech support? Netgear has a 90 days policy on all new purchases, not 30. I am fully aware that my 90 days coverage has expired. I am, not clear on if configuring an extender is billable from tech support.
  
  

  Business Response

  Date: 12/18/2022

  Dear **********************,
  
  This is to acknowledge receipt of your email.
  
  Good day! My name is **** and I am a ************* Advocate for ********************** Please be advised that I will handle your case professionally.
  
  I have created an RMA for your replacement device. Please complete the transaction I sent you so that we can process your replacement unit.
  
  Rest assured that I will be helping you to the best that I can.
  
  Here is your RMA number: 3737187.
  
  If you have any questions or concern, please let us know.
  
  Best Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

• Initial Complaint

  Date:12/06/2022

  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.

  Hi,
  
  
  
  Can you guys please also forward this attachment to the business since I have missed attaching it to my original complaint.
  
  
  
  Thanks in advance.
  
  
  
  Regards,
  
  *************
  See Attachment/File: BBBNetgearDoNotUse.JPG

  Customer Answer

  Date: 12/06/2022

  On Dec 01 2022, I purchased 2 Pack of orbi 960 router and satellite using the url below : ***************************************************************** the order# *******.On Dec 03 2022, I received a wrong item that it was only add on satellite they sent me rather than the combo devices as indicated in my order. I contacted the customer support multiple times and did not get much help they keep saying the weight of the package and I have sent them the pictures and everything as they requested and there is no way they can fit any additional items in that small box also the weight of the system is something they enter while generating the label and does not mean that they have sent the right item.I also requested to speak with a manager multiple time but every time I call in they play some sort of game that they will start their own story and when I ask for previous call back request they will hung up the call or put me on hold and never come back on the line again. Netgear has worst customer service and it was a complete mistake to purchase their product. Not only their customer service is trash so are their products.

  Business Response

  Date: 12/07/2022

  Dear **************,
  
  Good day!
  
  My name is ******** and I am a ************* Advocate for ********************** I understand from your recent correspondence that you submitted a complaint regarding order *******. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  I have personally taken the time to review your concern and I can see that the order status is now under pending return which means that you have requested a return/ refund already. You will need to return the device for the refund to be processed automatically. The refund may take up to 7 business days or more depending on your financial institution.
  
  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.
  
  
  Thank you for choosing NETGEAR.
  
  
  
  Sincerely,
  
  
  ********************
  ************* Advocate
  ********************** Support

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all ********************* you are the biggest liar on planet earth, Last time I spoke to you, You told me you are going to give me a call that evening by 5 PM it has been several days but you never returned the call.
  
  Second I also called your department and requested to speak with you multiple times but your agents did not transfer the call saying that you are not available.
  
  Last but not least, I can only return what I was originally sent by you guys and that has been already done, like I advised you when we last spoke the return was delivered back to your warehouse on Dec 7th but I only was refunded half of the money that I paid for this order Why ? and when do you guys plan to refund the remaining amount for the order that was not shipped ?

  Business Response

  Date: 12/15/2022

  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.
  
  This is my assessment base on the case number and documentations.
  
  Tracking number: 594012912113.
  
  We delivered the NETGEAR product and weight of the item based on the tracking number: 14 lbs / **** kgs
  
  Tracking number: 391602092003.
  
  You created an RMA for a product refund request after receiving the unit. Based on the tracking number the weight 7.5 lbs / 3.4 kgs. It indicates that there is a missing item inside the box.
  
  Thank you for your understanding and have a great day!
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ************,
  
  First of all, Have you guys been sleeping since last 16 days when I reported this.
  
  The weight is something mentioned by the shipper and that does not indicate the actual weight of the package being delivered by the ****** When you create a pickup label there is no way for the carrier to weight or check the item so that is totally false argument.
  
  Secondly what is the proof that you guys have sent or packaged two items ? By just looking at the box I can tell there's no room to fit anything else inside that box. Also do you have a picture of the serial number of devices that were shipped by you ?
  
  Last but not least even though you have shipped whatever you are claiming the fact is I only need received the satellite and that too has been returned. You can not charge me something that I have not received and you owe me the money for the reminder of the payment. If I won't receive prompt refund on this by Monday Dec 19th, I am already following up with my legal team to ensure we take all the steps to make sure you guys don't do this to any other customer.
  
  Thanks,

  Business Response

  Date: 12/22/2022

  Dear **************,
  
  Again, We sincerely apologize for any inconvenience this has caused you.
  
  I confirmed with our warehouse that we had shipped out all of the NETGEAR items.
  
  Thank you and have a great day!
  
  Regards,
  
  **** ****************
  Customer Care Advocate
  ********************** Support
  

  Customer Answer

  Date: 01/03/2023

  Hi ***************,
  
  Thanks for your email but Business has yet not answered my question and all I asked them to provide me with "Pictures of content that they shipped and the serial number of the device ?" But after all the back and forth I still have not received the answer to my question.
  
  I still do not consider this as answered and I would rather request you keep the complaint open as giving them answered status does not represent the actual response to my question or complaint.
  
  I hope you would understand and thanks in advance.
  
  Happy Holidays and Marry Christmas to you and your loved ones.
  
  Thanks.

• Initial Complaint

  Date:12/03/2022

  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 have consistently unsubscrubed from netgear armor emails and have also emailed sales to get me off the list but I consistently keep getting these emails. Either your email maketing management system is broken or you refuse to just acknowledge that I don't want marketing emails from Netgear.

  Business Response

  Date: 12/05/2022

  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 **************** Issues and concern on email marketing management system. 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 email already Opted-out for receiving any product updates and announcement last 11/3/2022 8:42 AM. You can opt out of receiving our marketing and promotional emails. To stop receiving our marketing and promotional emails, follow the instructions in any marketing email you get from us, click on the following link below and go to "You have certain choices about our marketing and tracking tools." From there, you can enter your email address and click "Unsubscribed".
  
  **************************************************************
  
  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 contacting NETGEAR, we appreciate your business.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************
  
  

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unacceptable because I have opted out of everything, multiple times, not of just "product updates and announcements" but literally EVERYTHING . I continue to receive these emails non-stop. The reason I went through the BBB specifically is because your opt-out list isn't working. Just remove me from everything and provide me confirmation that you've removed me so that I don't get any more Netgear Armor emails. Here's a list of some of the emails I've received since November 3rd.
  See Attachment/File: Gmail - Black Friday Special_ NETGEAR Armors state-of-the-art internet security for only **** a mont

  Business Response

  Date: 12/09/2022

  Dear Mr./********************,
  
  This is to acknowledge the response that you sent us.
  
  We truly regret all the trouble this has brought you. If you continue to receive emails from our marketing regarding the NETGEAR Armor promos, please be aware that I have already sent a request to the concerned department, asking them to see what they can do to address the issue. You may be confident that your situation is being looked into, and I'll let you know when we hear back from them.
  
  Again, I thank you for your patience and understanding.
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

  Business Response

  Date: 12/13/2022

  Dear Mr./********************,
  
  Good day!
  
  This is to let you know that our back office support team has confirmed that they successfully unsubscribed your email address from receiving emails from NETGEAR promotions and other email marketing-related emails.
  
  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 contacting NETGEAR, we appreciate your business.
  
  Sincerely,
  
  ****************
  Customer Care Advocate
  **********************

• Initial Complaint

  Date:11/30/2022

  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 purchased Nighthawk WiFi cable modem router (CAX80) that came with free 90 day support/security. Right after the expiration of that, the router stopped working. We tried restarting, re-setting and even asked our internet provider ( Xfinity) to check. I finally called tech support and with simply pushing a button it started working again. The tech ****, then started talking to me about extending the support/warranty. I told him this was really suspicious and asked him how this could happened. He said it could be softwares updated from my internet provider. I said that I am really going to look into this and he replied that because I tried to re-set the router, all the data were lost and I won't be able to figure out what had happened. I again told him this was all too suspicious and convenient. He then said he would ask his supervisor. After a couple of min, he came back and told me that his supervisor said it was due to software updates. This while situation was too suspicious and really more likely to be a scam by Netgear. I would like to ask for return of the device and a refund.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/12/01) */
  Dear *******,
  
  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. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  *******, let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. NETGEAR Inc. is able to replace products found to be defective with the same model or a suitable upgrade if the current model is unavailable, according to the One Year Hardware warranty. As per NETGEAR Consumer Warranty Policy the product is also entitled for 90 days Service warranty from the date of purchase for any technical assistance.
  
  I spent some time looking over the information from this BBB case, but I was unable to locate any active accounts connected to your concern. Would you mind supplying the following information so that we can help you more effectively?
  
  **Proof of purchase/Receipt
  **Email address you have used in your account
  **Serial number of the NETGEAR product
  
  A valid proof of purchase should contain the price of the device, store where you purchase the device and the date of purchase.
  
  You can send it again to [email protected] with the subject line of your case: (********) or attach is on your next reply.
  
  The following link details product warranty information: ***************************************************************************************
  As NETGEAR, Inc. returns and or refund are handled directly through the reseller where the product was purchased, according to our warranty policy: https://kb.netgear.com/1113/Warranty-Return-Policy
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:11/29/2022

  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.

  The manufacturer's warranty from Netgear is advertised as being 1 year. My Netgear Router is only 4 months old. The wireless portion quit working. They are refusing to honor the warranty. They want me to pay extra for troubleshooting since it is just beyond 90 days.
  
  I simply want a return authorization from Netgear so I can return it to*********. They are refusing to do that.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/01) */
  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.
  
  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 ********************************** Router(******) is already expired for support warranty. We are more than happy to work with you in addressing your issue. As a courtesy we will provide you a one time grace 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.
  
  The following link details product warranty information:
  ***************************************************************************************
  
  As NETGEAR, Inc., returns and or refund are handled directly through the reseller where the product was purchased, according to our warranty policy:
  
  **********************************************************************
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:11/28/2022

  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.

  I have requested Netgear remove my credit card information from my account. I was sent an email about a past subscription that would be automatically processed on 12/1/2022 to an account that no longer exists. Also I wished to have my account deleted. After several emails and phone calls they closed my case without removing my credit card or deleting my account. They do not offer on their site any way to remove a credit card once one is added so you must contact support, which is a runaround with call time waits and or paying for support in some instances. Simply wanted credit card removed and Netgear account deleted and still both exists currently. In my opinion after using their products both home and business, they practice some shady activities.