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:11/28/2022

  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 product from retailer, item would not work consistently or persistently. Contacted ISP tech support who came out 3x's $$$ for those visits.NO TROUBLE FOUND. Continued to attempt to work with Netgear while what I finally realized was a stall to make me go past retailer return date expiration of product. Again, continued to try and work with support since July/2022 (purchase date). Continued to try and troubleshoot Aug 2022-Nov 2022. Purchased pro service plan under pressure thinking that would reconcile dilemma. Support finally agreed to replace unit They tried twice to send and keep sending to incorrect address. STILL NO REPLACEMENT. Have lost money in forms of payments to ISP for repair visits for svcs provided &subscription services, work and professional training online AND with Netgear Service Contract time due to Netgear's incompetence and negligence. It is now last week of November 2022 -AGAIN support personnel repeatedly keep sending replacement to wrong address (internal system issue I believe w/FedEx) HOW MANY TIMES IS ENOUGH? Continuing to make me wait for researching their administrative breaches. This company is disorganized, fragmented, &clearly not motivated to be accountable to consumers &should be held in court for stalling consumers while they know & have identified faulty chipsets in their cable/modems products. Offshore hard language barriers ****************** accountability in *************** (refusing ID#) are areas they needs to be penalized. I JUST WANT MY $400 back so I can go elsewhere & purchase a legitimate working product so I can go to school & make a living. So please UNDERSTAND why I have no email address. I have to leave & go elsewhere to use others ISP. FYI I have a rap sheet as long as my arm fm July to present of case #'s that can be verified as to my attempts to work with this company. (******** & case# ******** current) I will NEVER buy or recommend Netgear EVER. MONEY BACK PLEASE! CORP NEEDS TO GET INVOLVED.

  Business Response

  Date: 12/05/2022

  Dear Mr. ******************* name is ****. I am a ************* Advocate of ********************** I know you have waited to be served for quite some time. We sincerely appreciate your patience. Due to this difficult situation, we are receiving an unusually high volume of the queue. Rest assured that I will be helping you to the best that I can.
  
  Please be advised that a new *** has been created in your account to correct the address. Please fill out the *** form ******* in order for us to process your replacement unit.
  
  Your Case number 46760864.
  
  Please let me know if you have any additional questions.
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

• Initial Complaint

  Date:11/21/2022

  Type:Delivery 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 recently purchased the Netgear Nighthawk AX6000 $546.86 including taxes on 11/16/2022. ***** tracking #************ ***** "delivered" my package, they say, and attached a photo of a wall and floor as proof of delivery. I did not have my package. I contacted Netgear customer service and spoke with several people who were rude, had a language barrier and talked over me, even raising their voices. They said after you purchase a product, you own it from the time it ships. They referred me to *****. They said the shipper (Netgear) needs to start the claim process as they have the necessary information, such as their account number, to file the claim. I contacted ********************** once more and she the customer service agent said ***** needs to do the claim. I asked the agent to escalate this matter to a supervisor. She said the supervisor will only tell me the same thing, and it would take 3 days for someone to contact me. This is shoddy customer service. I want a full refund for my items not being received. Netgear should have required a signature on this package as it costs a lot of money.

  Business Response

  Date: 11/24/2022

  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 personally reviewed your concern, and I can see that your order was delivered to the address you provided.
  
  Tracking number 593885244393.
  DELIVERED: Friday
  11/18/2022 at 12:36
  
  Your case number is 46719300.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

  Customer Answer

  Date: 11/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've contacted your customer service numerous times, only to be told there was nothing they could do. I advised them, again, ***** will not file a claim for me as it is the responsibility of the SHIPPER to file the claim, as they need Netgear's account information to complete the claim. Netgear should require signature service due to the large dollar amount of your items. I'm am completely dismayed with Netgear at this point. I will never purchase another item from you again. Ever. Your customer service is unprofessional and a joke. I am due a full refund from Netgear. I am willing to take this to Small Claims Court if need be at this pint.

  Business Response

  Date: 12/04/2022

  Dear ******************,
  
  Good day!
  
  Please be advised that we are currently investigating your case and awaiting the outcome from ****** I'll let you know once we've finished our investigation.
  
  I'll keep your case open until we've resolved your concerns.
  
  Case number: 46719300
  
  Thank you for your understanding.
  
  Regards,
  
  **** ****************
  Customer Care Advocate
  ********************** Support
  

  Customer Answer

  Date: 12/12/2022

  Hello,
  
  Netgear has not reached back to me regarding this ongoing issue.
  
  *****************************
  
  Sent from my iPhone
  

  Business Response

  Date: 12/15/2022

  Dear ******************,
  
  Please be advised that we are currently working with ***** regarding your request.
  
  I'll notify you once we have an update.
  
  Thank you for your understanding and have a great day!
  
  Regards,
  
  **** ****************
  Customer Care Advocate
  ********************** Support
  

• Initial Complaint

  Date:11/17/2022

  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.

  My husband ************ purchased a Netgear************************* system through ******. The product comes with a 90 day complementary tech-support warranty. It was purchased July 15, 2022 and today the product stopped working. It is outside the warranty. When I called Netgear for support and fixing the problem I was told I needed to pay them $230 to extend the warranty. That's more than the product cost in the first place. And I should not have to pay that much to extend my warranty. Nor should I have to pay for a warranty to be extended to include coverage for my entire house. They claimed the warranty would cover for all the products in my home computers printers phones. I'm not interested in any of that I just need my router to work. The warranty should not be more than twice the amount of the product and should not be covering for all these extra things. And the product should not stop working after 4 months. I'm extremely disappointed and looking for restitution. I'm also going to be filing a separate complaint with *** against ******. I desire a full refund for the product or an exchange at no cost to me for the exact same product.
  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/24) */
  Dear Mr.*********,
  
  Good day! My name is **** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence that you have submitted a complaint regarding replacement unit 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 tried to locate your account in our system in order to start the process of replacing your device. However, using your email address and phone number, I am unable to locate your NETGEAR Account.
  
  Please enter the correct email address associated with your NETGEAR device.
  
  I look forward to your response.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (2000, 7, 2022/11/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The email is ********************* and the phone number is***********************************************

• Initial Complaint

  Date:11/16/2022

  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.

  Need more assistance with my current claim. Netgear has deceptively lied to me and they have now decided not to respond to my emails. They agreed to fulfill my warranty refund in full for their defective product and agreed to pay me by a check because my original payment (through ******* is not valid anymore. I asked them to not send the money to somewhere that I don't have access to anymore. They keep telling me it's going to be **** weeks to send me a check and I responded don't care I need the check. Then the netgear rep ******** with backlash and trying to get me to receive in my original internet payment which I told them I can't receive. I don't know why this big company is making this such a big deal to cut a freaking check. Is only for a few hundred bucks that I bought directly from them, not at a third party place like Best Buy. This claim started in July, it's now almost thanksgiving. This is ridiculous. Please help

  Business Response

  Date: 11/24/2022

  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.
  
  Please be advised that we are currently working on your refund case. We will notify you once the refund procedure has been completed.
  
  For Warranty information, please click the link below:
  
  ******************************************************
  
  Your case number is 46719122.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Thank you for your cooperation and have a great day!
  
  Regards,
  
  **** ****************
  ************* Advocate
  ********************** Support
  

• Initial Complaint

  Date:11/15/2022

  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.

  Netgear ignored my email request not to charge my credit card for a renewal of their Armor security service product. I responded as they indicated to their customer service email address they provided to not renew the Armor Service. I sent them the email on November 1, 2022 instructing them not to charge my credit card on November 8, 2022 as they said they planned to do.(cancel email attached)
  They did it anyway. Took the 99.99 from me without my approval. What they did was Fraud.
  I called them on November 9, 2022. There customer support person, said it was a mistake, and I should receive an email from them confirming the refund to my card. Never received the email or refund. I have since disputed this 99.99 dollar charge with Citi bank, my credit card issuer.
  From review of the complaints on this bbb site, it appears this is a pattern of business practices by this company. It is FRAUD. THEY HAVE PUT A 30 DAY LIMIT OF REFUND DISPUTE IN THEIR TERMS IN ORDER TO HELP THEM WITH THIS FRAUD ACTIVITY. THEY HOPE YOU MISS THE CHARGE AFTER THE 30 DAYS IS UP.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Dear ********,
  
  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 have personally reviewed your account, and one of our customer service representatives has already handled your case and initiated a refund for your Armor Subscription contract.
  
  We will notify you within 3-5 business days and provide an update once the refund has been completed.
  
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries. Your case number is ********.
  
  Thank you for your understanding and patience.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It would be wonderful and acceptable if customer service at Netgear had actually processed a refund. They have not! My credit card has still not be refunded. The only way to get this money back is a credit card dispute which was filed. Netgear needs to follow-up and actually refund the $99.99 they took without my permission. Absent a voluntary refund by Netgear, my credit card issuer will have to take the money from Netgear. Please let me know if you ever actually refund the money.
  
  
  Business Response /* (4000, 9, 2022/11/30) */
  Dear ********,
  
  We have approved and finalized the request for $99.99 back to your credit card as of, 11/29/2022. 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.
  
  Thank you.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Support
  
  
  Consumer Response /* (2000, 11, 2022/12/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a refund on my credit card, so I fully accept the resolution. The BBB is an excellent medium to resolve problems. Please indicate to Netgear I consider this matter closed.
  Thank you!

• Initial Complaint

  Date:11/11/2022

  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 and registered a new Netgear Nighthawk AX5 RAX43 wifi 6 router in June of this year. On 11/9/2022, The router began resetting itself to stock wifi settings and dropping connection constantly. I have tried resetting it to factory settings, as well as reinstalling multiple versions of the firmware. None of that remedied my issue. I contacted support over the phone. I was immediately asked for money and told that they would offer me no support for my product unless I paid them $200. The advocate was incredibly rude and spoke or yelled over me trying to simply explain my problem. He dodged every explanation I had by talking over me and telling me that none of my solutions would work until I paid him money. After I insisted that I would not pay, I asked him for an RMA (warranty replacement). He told me that an RMA is not possible until I pay for their $200 technical support service, even though the website shows that I have a hardware warranty intact with more than 200 days remaining. After he constantly badgered me for money and I refused, he told me he was going to place me on hold to consult a supervisor. About one minute into the hold, I started getting spotty connections and losing internet on all my wired and wifi devices. He picked up the phone after about 5 minutes on hold and asked me to log in to my router and check the logs. Before I could say anything he told me that I must be under a DoS attack. I am extremely familiar with a DoS attack and had not had any symptoms of it until he put me on hold. I perused the logs and told him I did not see anything indicating a DoS attack yet. He started yelling at me and acted like that was unbelievable to him. I continued scrolling and finally found an entry showing a DoS scan attack that occurred a minute into him placing me on hold. I did a reverse lookup on the IP address and found it was being routed through a random company in CA. He got very quiet and would not say anything at that point. I hung up.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/20) */
  Dear ************,
  
  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.
  
  Please be advised that our Senior Technical Support Team will contact you and provide assistance. If the unit is defective, they will initiate a replacement for your faulty device.
  
  The following link details product warranty information:
  **************************************************************************************
  
  According to our warranty policy:
  ***********************************************************************
  Your case number:*********
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  John ********.
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response does not address my concern with the rude customer advocate and the DDOS attack or warranty in any way.
  
  
  Business Response /* (4000, 9, 2022/11/24) */
  Dear ************,
  
  Good day!
  
  Please be advised that our Senior Technical Support team has requested a callback time to assist you.
  
  Please allow us 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)
  
  Your case number: *********
  
  I look forward to your response.
  
  Regards,
  
  John ********.
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (4200, 11, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not post any personal information through the BBB. This review is a public complaint. You will need to provide me a way to contact your senior support team.
  
  
  Business Response /* (4000, 13, 2022/12/04) */
  Dear ************,
  
  I noticed that you are communicating with our Senior Technical Support Team with the case number *********
  
  Please visit ************** account, under the support tab then click on cases for further assistance.
  
  Thank you.
  
  Regards,
  
  John ********.
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:11/08/2022

  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 called Netgear ************** because my internet was not working. It said my password was wrong. The person that answered said my Netgear modem was corrupted but my 90 day Warrenty had expired. I would need to pay $230 for her to fix it. I told her this was convenient that after paying over $400 for a modem it stops working she said to place the 230. And she would put it in hold. Then she asked me to reset the modem and that did not work so all of a sudden for the $230 she was going to send me an upgraded modem because she could not fix it. I found this a scam. As I was talking to her my internet began working. She tried to convince me I needed a new modem. I told her I was contacting BBB because this was a scam and told my credit card.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Dear ************,
  
  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.
  
  We have approved and finalized the request for $229.99 back to your credit card as of, 11/11/2022. 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.
  
  For more warranty details please click on the following link:
  
  http://www.netgear.com/about/warranty/
  
  Additional support information can also be found on our Knowledge Base located at:
  
  http://www.netgear.com/support/
  
  If you have any questions or concern, please let us know. Thank you.
  
  Sincerely,
  
  **************
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:11/04/2022

  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 bought a modem/router. I had to call support to set it up as it would not set up as the instruction indicated. The people on the other end of the line had such think accents I could not understand them. I asked for someone who I could understand and was told no they did not do that. we had to resort to a phonetic alphabet. Now six months later the router has quit working. I was told I had to pay, $185.00 for assistance, which I did, even though the modem/router is within warranty, so they could assist me in resetting it. I spent over seven hours in several different phone calls trying to get this fixed and it still does not work. Most of the people were extremely hard to understand and those that were seemed to be reading from a manual and checking with someone else. The 2.4G does not work at all and so they had it set to 5G. Well, this spends more time buffering and drops off. Some of my smart devises will not work on the 5G. So now I am back sitting on hold waiting for someone to help resolve this. They just need to replace the thing as warrantied. Yes, I have had the cable checked with the cable company and there are no problems there.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Dear **********,
  
  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 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.
  
  
  
  We apologize for the inconvenience this may have caused you. I have personally taken the time to review your concern and I can see that the support expert last assisted you on 11/7/2022. The issue was resolved back then. Please let us know if you still need technical assistance so we can endorse this concern to our support expert level 2.
  
  
  Looking forward for your response.
  
  
  
  Regards,
  
  
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Business Response /* (-10, 7, 2022/11/14) */
  Dear **********,
  
  
  
  This is to follow-up as we have not received a response from you from the previous email that was sent. In the event you need further assistance we would like to invite you to update your case online at: http://my.netgear.com/myNETGEAR/support.aspx
  
  
  If your issue has been resolved and you need no further assistance you are welcome to log into the same site and close your case. Otherwise, please be aware that your case will auto-close after 2 days of inactivity. Upon closure of the case, you will receive a separate email containing a survey link will be sent to you so you can share with us your customer support experience.
  
  
  Additional support information can also be found on our Knowledge Base located at http://www.netgear.com/support/Thank you for choosing NETGEAR.
  
  
  Sincerely,
  
  
  
  Ritchell U.
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:11/03/2022

  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 am a Microsoft certified systems engineer 2000 and been a network administrator after I retired from being an officer for the state of florida and RRT began working in IT in 2002 and been a senior network admin until I retired from that. I am very experienced in network architecture and protocol, routers to include netgear, linksys, and Cisco products for these networks. Just a heads up on my experience with netgear and IT. I'm no dummy!
  
  The mobile app that I've used for the last couple years to connect to my router has stopped working and upon looking up the issue on netgear site it shows this issue was wide spread to customers and still no resolution also my router I attempted to get help wanting to know why my router that is only 2 and half years old is throttling my network speeds. I tried contacting support as I have been getting intermittent issues with my current router. My last 2 routers didnt last very long and my current I paid over 250 dollars for and has speed issues on the wifi. I contacted support to try to get knowledge based person not so.eone from India who immediately shows his lack of knowledge or care to be knowledgeable but also flat out lies to me like I'm stupid and without any questions or even looking at my router tries to sell me a 100 dollar fix saying my ports are infected with malware and if I pay this they will fix it within 30 minutes. First off my router is behind my ISP's router and is only for DHCP for internal TVs, mobile and game consoles. There is no possible way for something to infect this router as there is no direct access and they would have to hack through my ISP's security layers before getting to my equipment. The fact that I've been a loyal customer for 2 decades and they treat me like they are a scam company now. During my call I requested a manager to speak with was refused multiple times by the india csr, finally he puts someone on the phone claiming to be a manager who when I ask his employee info hangs up on me!
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/09) */
  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 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 "100 dollar fix saying my ports are infected with malware and if I pay this they will fix it within 30 minutes", which is not the process that our support team follows. 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 Nighthawk AC2600 Smart WiFi Router(R7450) is already expired for support and hardware warranty since 03/07/2021. 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.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  *********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:11/01/2022

  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 signed up for Netgear************ when I purchased a new **** Router. When I signed up I did not agree to automatically be renewed. I was reviewing my credit card statement and I noticed I was charged $75.94 on August 18th. I searched my emails and couldn't find anything regarding this. I finally found one in my junk folder that they were automatically renewing my subscription. I no longer use this router my new internet provider provides my router so I do not need this service and again I did not sign up for auto renewal in the first place. I contacted customer support explained the situation and asked for a refund. They replied that they are canceling my service September of 2023. I emailed again requesting to backdate my cancellation to the renewal date and refund my card. I get a reply email from them that my request was rejected because I had 30 days after my purchase date to cancel and my 30 days has passed. I didn't know that I even purchased anything to have to cancel. This is a very sneaky way to do business and I would like my money back. I will never do business with Netgear again.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Dear Ms. ***************,
  
  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 ***** Security - 1 Year subscription renewal charge and the service you received when you contacted NETGEAR and asked for help with your billing concern. 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 for refund has been approved and finalized for $75.94 back to your credit card as of today, 11/08/2022. 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 appreciate your time and patience.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  *********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (2000, 7, 2022/11/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept their response because I am getting my refund. I do find it rather troubling that I had to go to the ********************** in order to get my refund when I asked them twice.