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:10/31/2022

  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.

  Hello,
  
  I recently purchased a Netgear *********************** (11Sept22). On the box, it is imprinted that the product comes with a 1 year free Netgear ***** protection.
  
  Since, I have had multiple calls and email with Netgear, included sending supporting documentation via email.
  
  As it turns out, no one at Netgear***** seems to care. Each person says they are here to help, but never to completion. I have even been told on two particular conversations that I would get a call back, but to no avail.
  
  Fraudulent: I also want to point out that it is clearly imprinted on the box. If this does not get remedied, then I will consider this fraudulent in nature. Note: I even called ****** directly, and the person ultimately could not help and she hung-up after about a 1 hour call.
  
  This is too bad, since all I am requesting is for what is advertised by implemented. If no one at Nergear actually cares, then probably the best solution is for me to returnn to ******--next step.
  
  Finally, I want to point out to Netgear***** that this is my second***** ****** purchase in 2.5 years. The first unit failed only after approx. 2 years. I was under the impression that these products should last much longer that 2 years. Even so, I still purchased another unit. So, I must like the product, right. Well, since I have spent so much time on the phone and emails, I am formally requesting a refund on my original purchase, as well.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Dear Mr. ******
  
  Good day! My name is ******** and I am a Customer Care Advocate for NETGEAR, Inc. I understand from your recent correspondence that you submitted a complaint regarding the ***** Security- 1 Year contract. 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 understand that the ***** Security was included as a bundled purchase from ****** and you are having trouble with activating it. I have endorsed this concern to our level 2 support expert to assist you further.
  
  Your case number is*********
  
  Our support expert will either contact you via phone or email.
  
  Thank you for choosing NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  I did receive a phone call as indicated above. However, I had specific request and the Netgear team member was going to have his manager get back to me--that was three days ago, and no reply.
  
  Note, I also received another recent email thread with different complaint number. I replied to that email and suggested we keep all correspondence to one complaint number.
  
  Case not resolved.
  
  Regards,
  *******
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  Dear Mr. ******
  
  
  Good day!
  
  
  I have checked the account again and we understand that you are requesting a compensation.
  
  
  The bundled contract to your NETGEAR device is not possible for extension or change the validity. We also do not offer any form of compensation and as much as I would like to assist you further with the extension of the validity of your contract, it is really not possible.
  
  
  We hope for your understanding for this matter.
  
  
  This case will automatically close within 2 days of inactivity.
  
  
  Thank you for choosing NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.

• Initial Complaint

  Date:10/28/2022

  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.

  I brought a NETGEAR ORBI MESH system for $700. also I purchase an extended warranty and less than 5 months later the network is dropping packets, buffering, and constantly dropping the networking connection, wireless and wired. I spent countless hours on the phone with Tech Support, that I also has to pay an additional $137. for before my warranty was acknowledged. I was promised to new replacement system since the router and satellite was deem defective, but I was only sent a refurbished router that proved to be defective as well, doing the very same thing as the router that I just returned back to the company. I don't want to trouble shoot any longer as more than a full shift of more than 8 hours on the phone with tech support. I want a full refund of my money that was spent or a new system that I paid for, not a refurbished system.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Dear **. ********,
  
  
  Good day!
  
  My name is ******** 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.
  
  
  I have personally taken the time to review your concern and I can see that the replacement request that was created before for your device RBR750 was a new one and not a refurbished device. We can initiate another replacement for the whole kit however, the device should be checked first by our level 2 support expert and if they found out that the replacement device is really faulty, then a replacement will be initiated.
  
  I will have our level 2 support contact you either via email or phone.
  
  Please provide the following information in order to assist you further.
  
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  
  
  Looking forward to your response.
  
  
  Regards,
  
  
  ***********
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi **. ********, I appreciate your willingness to assist me with my issue, but I am sorry to say that I am all spent up with your level 2 support, and I have already spent more than 10 to 12 hours on the phone with them to get to the point that I am at. So forgive me not wanting to do any more support. Since it is obvious to me that NETGEAR is not likely to replace my mesh setup even with my extended warranty just for this type of scenario, that I purchased and my unhappiness, making me jump through hoops for a replacement. I give up, your product and Warranty is not worth all the trouble that NETGEAR is taking me through. Since I am in the I.T. Field myself, I will not be purchasing any other items from NETGEAR in the future and will spread the word of my experience and dissatisfaction. Thank You Kindly.
  
  
  Business Response /* (4000, 9, 2022/11/07) */
  Dear **. ********,
  
  
  Good day!
  
  
  We sincerely apologize for the inconvenience this may have caused you. I understand that you are not willing to proceed with our support level 2 expert and we honestly would like to assist you further.
  
  We will respect your decision and if any case that you would like us to check the device, you may always contact us and create an email inquiry on:
  
  https://www.netgear.com/about/contact-us/
  
  Please be advised that this case will automatically close after 2 days of inactivity.
  
  
  Thank you for choosing NETGEAR.
  
  
  
  Regards,
  
  
  ***********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/27/2022

  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.

  Effective Date: October 27, 2022
  
  RE: NOTICE OF INTENT TO FILE LAWSUIT
  
  Netgear,
  
  This letter of intent to sue shall serve as a formal notice that we intend to commence a lawsuit against you due to the following:
  
  Order ******* (Case **********) still needs to be delivered, and customer service promised to send the shipment. However, tracking shows the shipment was canceled before it left the warehouse, and Netgear refuses a refund or a reshipment. We want to solve this matter amicably and avoid the need for court.
  
  This is the last we received from support.
  
  "I received communication from our operations team that they will ship a replacement for your order. Please see the tracking number below so you can track the journey of your delivery.
  
  **************************************************************************************** "
  
  
  Please call if you'd like to sort this matter out of court. T: ************
  
  I. THE DEFENDANT. Netgear (the "Defendant").
  
  II. SETTLEMENT DEMAND. As a result of your actions, the Plaintiff is willing to resolve the matter by meeting the following demands: The defendant must refund the total order or send the item paid for.
  
  Order Number: ********
  Order Placed: October 7, 2022
  Order Total: $736.09
  
  This offer to cure and settle this matter outside of court and avoid a lawsuit is valid for 14 days from the Effective Date.
  
  III. GOVERNING LAW. This Letter of Intent shall be governed under the laws of the State *********
  
  Thank You
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Dear Mr. ******,
  
  Good day!
  
  My name is ******** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence you have submitted a complaint regarding the missing item on your 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 will review and complete the investigation about your concern so we could provide a resolution about this.
  
  
  We appreciate your time and patience.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Business Response /* (-10, 7, 2022/11/03) */
  Dear Mr. ******,
  
  
  Good day!
  
  
  I have checked your account and found out that you have already talked to one of our Customer Care Advocate. I understand that you would like to get a refund for your device however, a refund is not possible since that the tracking number shows delivered.
  
  We have processed a refund for the 10% off discount as of 11/1/2022. The refund may takes 24 to 48 hours and it may take up to 7-10 business days for you to see the funds credited back to you from your credit card company.
  
  Please be advised that this case will automatically close within 2 days of inactivity.
  
  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.
  
  
  
  Thank you for choosing NETGEAR.
  
  
  
  Sincerely,
  
  
  ******** **
  Customer Care Advocate
  NETGEAR, Inc.
  
  
  Consumer Response /* (3000, 8, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have yet to receive a phone call from anyone. An executive needs to contact me.
  
  
  Business Response /* (4000, 10, 2022/11/11) */
  Dear Mr. ******,
  
  
  Good day!
  
  We apologize for the inconvenience. Please be advised that our executives will not be able to contact you. However, you may file a formal complaint regarding with what you have experienced to ***************************** Our higher management will surely see your complaint from the email address I provided.
  
  Please be informed also that your concern has been reviewed carefully by our higher management.
  
  
  We appreciate your time and patience.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/26/2022

  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 ***** from ******** in April 2021. The unit bricked after 6 months of use, and after a difficult and exhausting process of getting a RMA, paying for expedited shipping (which was never fulfilled), my replacement unit died 12 months later with the same issue. Netgears site wont accept an RMA request nor am I able to get support. Netgear suggested to read their support forum which show dozens of people with the same issue. This is clearly an issue with design or manufacturing that the conpany will not acknowledge. Since I cannot open a case, netgear has left me with a $500 modem/router that significantly outweighs the cost of competitors and ISP and has a known quality issue. I am requesting that Netgear refund my money or approve and in store exchange.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Dear Mr. ******
  
  Good day!
  
  My name is ******** and I am a Customer Care Advocate for NETGEAR, Inc. I understand that from your recent correspondence you have submitted a complaint regarding the product refund/ replacement request for the 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 will review and complete the investigation about your concern so we could provide a resolution about this.
  
  
  We appreciate your time and patience.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ***********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Business Response /* (-10, 7, 2022/11/04) */
  Dear Mr. ******
  
  Good day!
  
  I am contacting you today in regards to your ***** replacement request.
  
  We will need the proof of purchase for validation and the photo of the device showing the serial number.
  
  
  Thank you for contacting NETGEAR.
  
  
  Regards,
  
  ******** **
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Business Response /* (-10, 8, 2022/11/07) */
  Dear Mr. ******,
  
  
  We are writing you today to inquire about your open support case. Our records show that this has been inactive for a few days.
  
  
  Please be advised that this case will automatically close after 5 days of inactivity. However, if you still need our help, kindly update your case online at ******************************
  
  
  Additional support information can also be found on our Knowledge Base located at ***************************
  
  
  Thank you for choosing NETGEAR.
  
  
  
  Sincerely,
  
  
  
  ***********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/24/2022

  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 an Netgear AX8 AX6000 Rax80 router on Walmart last December around Last week. I paid almost like $440 for it and I never registered the product. this product i dont know everyday it drops internet 2 to 3 times randomly and I had to reset the router and continuous on. I contacted support that now I am not able to register the product and need some help with troubleshoot and its still under warranty and they never responded and told me to go to local Walmart store and get the bill. I moved from CA to KS recently in august. How Can I go to same store where I bought the router. I don't understand which generation we are in its an router not an chocolate they should be able to trace Where I bought and When.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/02) */
  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.
  
  For Replacement request, please contact technical experts are available 24/7, and reachable at the following numbers:****************************
  
  For more warranty information, please click the link below:
  
  ***************************************************
  Please visit my.netgear.com account, under the support tab then click on cases for any further inquiries.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/24/2022

  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 the Netgear Router less than a year ago (6 months) and it's already not working. Spent over $200 for a piece of junk. I called in to Netgear and spent 30+ minutes on hold with a rep who tried to make me pay additional money for support on a $200 Router that stopped working in less than a year! I refused and told the rep to send me out a warranty replacement. The rep then created a case and had me submit proof of purchase which I did on the 19th of October. Today is now the 24th and I heard nothing back from this company so I called in again and waited another 30+ minutes just to speak with someone. The new lady I spoke to was incredibly rude and condescending. She tells me that they can not warranty my router without first doing troubleshooting that I REFUSE to pay additional for.
  Either give me the money I paid for your piece of junk Router or send me out a replacement immediately!!!!
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 9, 2022/11/02) */
  Dear Mr. *****,
  
  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 see that you spoke with our technical support team on 10/24/2022. Please understand that you must work with our technical support team to determine whether the unit is defective.
  
  For more warranty, Please click the below:
  
  **************************************************
  
  Please visit ************** account, under the support tab then click on cases for any further inquiries.
  
  Thank you for your patience and understanding.
  
  Regards,
  
  **************
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 11, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not about to pay additional money to work with a technical support team.
  
  I paid $200+ for this modem less than 6 months ago! Why on earth would I spend even more money to get technical support?
  
  You sold me a defective Modem / Router and now trying to make me pay more money for technical support.
  
  
  Business Response /* (4000, 13, 2022/11/06) */
  Dear Mr. *****,
  
  Thank you for your email. Based on my assessment of case number ********. You refuse to cooperate with any troubleshooting steps to determine whether or not the unit is defective.
  
  We respect your decision, and NETGEAR is always available to assist.
  
  Thank you.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/23/2022

  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.

  On March 21, 2022 I bought through Amazon with the Order#******************** a brand new NETGEAR Nighthawk Cable Modem WiFi Router Combo with Voice C7100V. I paid $ 213.99 for it.
  This device was defective and after many phone calls, Netgear replaced this one with a refurbished one on August 6, 2022.
  This Second device was defective also. I talked with Netgear and they recognized that problem and sent me a brand new Netgear device, which is not working again.
  My internet cable (Xfinity) rented me its own modem-router and now my internet is working correctly.
  It has been VERY difficult to deal with Netgear so I am asking you to help me.
  I asked Negear to please give me my money back and they refused to do that. So, what I am asking Netgear is to give me my money back because all its devices are defective. I am going to return to Netgear the last device they sent me, and I am asking them to send me my money back so that I can buy another Modem-router different from Netgear.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Dear*************,
  
  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.
  
  As NETGEAR does not sell products directly, returns/refunds are handled directly through the reseller where the product was purchased based on their own store policy.
  
  For more information about NETGEAR warranty policy, please visit link below:
  http://kb.netgear.com/app/answers/detail/a_id/1113/kw/Refunds/r_id/166
  
  While NETGEAR is unable to provide a refund, we are happy to help troubleshoot the product so that we can work out a way that it will meet your needs.
  
  Technical experts are available 24/7, and reachable at the following numbers: 888-NETGEAR (888-638-4327).
  
  I apologize again for the inconvenience that you have experienced, but we are happy to work with you to find a resolution.
  
  Yours in Service,
  
  **** *********
  Customer Care Advocate
  NETGEAR Inc.
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Netgear has done enough troubleshoot on this product and nothing works. I cannot continue wasting my time. You can check all the troubleshoots you have done. I have been dealing with this for months and nothing works. So, please give me the refund.
  
  
  Business Response /* (4000, 9, 2022/11/06) */
  Dear*************,
  
  We sincerely apologize for any inconvenience this has caused you.
  
  If you want to process a product refund, please return to the store where you bought your device.
  
  Thank you for your patience and understanding.
  
  Regards,
  
  **** *********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/23/2022

  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.

  My Netgear CAX80 modem router got bricked overnight. As can be found in Netgear's own community forums this is a common issue with these modems. Whatever I did, I wasn't able to talk to a human from this company. It is impossible to reach a human from their customer support - either by calling them or using their website. As suggested in their community forums I sent a message to 2 of their admins. A while ago, I received an email from a customer support agent from Netgear. They asked me to respond to them with my contact information but I never heard back from them. This company is doing whatever it can to slow down the process and almost ignores its customers by not letting them reach out to their customer support. I am trying to contact them since October 6th without any luck. I am requesting my modem to be fixed or replaced by them for free (because it is their product that is defective) or a full refund for my product.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/02) */
  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.
  
  I have personally taken the time to review your account and I noticed that your 8-stream AX WiFi Gateway(CAX80) is already expired for any warranty.
  
  The following link details product warranty information:
  
  http://kb.netgear.com/app/answers/detail/a_id/5260/kw/warranty%20on%20DGN2000/r_id/166
  
  According to our warranty policy:
  
  http://kb.netgear.com/app/answers/detail/a_id/1113/kw/Refunds/r_id/166
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  John Philip S.
  Customer Care Advocate
  NETGEAR Inc.

• Initial Complaint

  Date:10/22/2022

  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.

  On 07.04.2022 I purchased Netgear's top of the line Orbi Mesh WiFi system (model *******) for $1,515.49 under order number *******. Within the first 30 days, I noticed issues with the system not functioning properly and devices were dropping off of the network. When I called in, they sold me a gearhead support agreement for $38.97. As seen in my personal notes (attachment Netgear Orbi 2 year *************), I spent hours on the line with technical support in an effort for them to get their product to function properly. Finally, after multiple times of being told that I would receive a call back and that the case was being escalated, I requested a full refund (8/27) for the full purchase amount as well as the additional gearhead support. After multiple times calling, I finally received the refund for the gearhead support on 9/18 (screen shot from credit card attached). To date, I still have not received my refund of $1,515.49 for their defective product. I have called, emailed, and requested to speak with supervisors and managers. I have been promised replies and have not heard back. I am including all documentation that I have access to, which shows a failure on this business' behalf to follow up and make good on what their technicians on the phone have said.
  
  I would greatly appreciate any assistance that you are able to provide in getting this resolved.
  
  Thank you!
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/01) */
  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.
  
  This is my assessment base on the case number and documentations.
  
  Your order number is********, and your serial number is ************** The unit was delivered to Adam Buchta on 7/7/2022, and it was then registered to a different account.
  
  Please be informed that NETGEAR.com purchases of new products, services and, memberships can be returned within 30 days.
  
  Thank you for choosing NETGEAR and have a great day!
  
  Regards,
  
  John**********
  Customer Care Advocate
  NETGEAR Support

• Initial Complaint

  Date:10/22/2022

  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 netgear router about 8months ago and almost since day 1 the router would freeze and restart daily and multiple times a day. At first I thought it internet issues but after realizing it was a router issue I started the support process with net gear. Netgear attempted to troubleshoot this device and finally sent me a replacement which had the very same issue. They told me this is a know issue which their engineers are working on a resolution but as of now there is no eta. I told them i cannot wait which could be indefinitely. After almost 3 weeks of trying to resolve this I asked to get my money back or upgrade to a different model device. They then escalated me to customer relations where they are reviewing my situation. I have repeatedly been hung up on, told they have contacted me but no answer which is false. Every time I call they say there is no getting in touch with that department and that I have to wait for their call. Yesterday on 22nd they told me after I called them that they will call me within 3 hours which did not happen. It has been another 3 weeks waiting to hear back from them. I have multiple case numbers open and closed as they keep opening and closing case numbers. I cannot function at home with not only the internet going down but also the network going down when I have 35 devices all connected to the network and when the router goes down it takes up to 10 minutes to be up and running again. This device is still under factory manufacture warranty and is unfixable. I feel that this should constitute a refund or upgrade to a device that doesn't have this issue. I also have video of if locking up and rebooting. This happens at least 4 or 5 times a day. My current case number is**********
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Dear******************
  
  I hope you are well. My name is Albert of NETGEAR Customer Care Team. We know from your recent letter that you have filed a complaint about the NETGEAR products you are having problems with and the customer service you experienced when you called NETGEAR for assistance 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.
  
  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 product that you have in possession. I have personally taken the time to review your concern and I can see that your open support case number ******** for refund has been submitted for approval. Rest assured that your request is already being reviewed, and you may expect to receive an update once we have a response from the management.
  
  You may reach out to us through the case by clicking the "Send a Follow-up" link below.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  Albert N.
  Customer Care Advocate
  NETGEAR Inc.