Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I followed the instruction on Netgear's help site to cancel my parental control subscription. ****************************************************************************************************************************** I went to the Netgear website and signed into my account and there was no cancelation method. I then used the chat box and attempted to get a customer service *** several times, but the ** chat box wouldn't send me to one or tell me how to get ahold of one.. It only directed me to that site.I even hooked up the router I used to purchase the subscription in hopes to find a way to cancel it.Nov 19, 2024, 10:58 AM I emailed ******************************************* and provided my serial numbers and asked them to cancel the recurring membership.Nov 21, 2024, 4:40AM I emailed ******************************************* and provided my serial numbers and asked them to cancel the recurring membership.Nov 28, 2024, 4:37 PM I emailed ******************************************* and provided my serial numbers and asked them to cancel the recurring membership.Sun, Dec 15 at 8:51 AM I emailed them once again at ***************************************** in hopes to get a resolution from a different email of theirs. Received no ***lies and on 12/18/24 my card was charged for $69.99

  Business response

  12/23/2024

  Hi ***** ****,
  
  Good day!
  
  We would like to sincerely apologize as we fail to address your request to stop the renewal of your Smart Parental Control in time which resulted to the service being renewed. We would like to sincerely apologize for the delay in working on your case.
  
  As the subscription is no longer beneficial to you, we have now processed a refund amounting to $69.99 and this will reflect in your account in 3-7 business days. We have also cancelled the contract so you will no longer be charged moving forward.
  
  How to log a support case.
  
  ??Visit the MyNETGEAR Contact Us page.
  ??Select CONTACT SUPPORT > OPEN A SUPPORT CASE.
  ??Select I have a Subscription Service.
  ??Select the service that you need help with from the drop-down menu and click NEXT.
  ??Select CHAT WITH US or CALL SUPPORT.
  
  For future reference you may call **************** at ************ or ************.
  *********************************************
  
  Thank you for your understanding.
  
  
  Best regards,
  
  
  ******
  Customer Care Advocate
  **********************
  
  

  Customer response

  12/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It was a large task to cancel but I'm grateful for the resolution.
  

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Purchased Netgear Orbi hardware on 20 December 2024 - Without my knowledge, I was auto enrolled in Netgears Armor subscription of $99 per year (there wasnt even an opt-in/opt-out)- To cancel this service that youre auto-enrolled in without your knowledge, you have to login to their website and complete a form

  Business response

  12/21/2024

  Hi ******* Hose,
  
  I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee Or Warranty Issues. I would first like to thank you for your feedback. 
  
  After reviewing your account, we found that you have taken advantage of the complimentary 1-year Armor Security that comes with the Orbi AX4200 Wi-Fi 6 High-Performance Router (RBR750).
  
  To highlight the benefits of the service, NETGEAR Armor keeps your connected devices safe with an automatic shield of protection for your network to stop hackers, password thieves, ransomware, and brute-force attacks.
  
  The contract started on 12/20/2024 when you installed your Orbi, and it will end on 12/20/2025, which will not automatically renew unless you accept the email promotion and fill in your payment method that will be sent before the contract ends.
  
  Please let me know if you want to cancel this free contract.
  
  Thank you for choosing NETGEAR.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************
  
  

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I bought a Netgear Nighthawk RAX43v2 router back in April of 2023. Less than 2 years later the router has lost the 5 Ghz channel. After paying another $100 to contact support, they told me that I would need to buy a new router. This was a $200 router that didn't even last 2 years. Unacceptable.

  Business response

  12/20/2024

  Hi **** ******,
  
  I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Repair Issues and the service you received when you contacted NETGEAR as you asked for help with your device. I would first like to thank you for your feedback. 
  
  NETGEAR Inc. can 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 to a 90-day Service warranty from the date of purchase for any technical assistance.
  
  We also would like to inform you that if the service warranty has expired, we are offering a technical expertise contract to service the faulty unit. We confirmed your purchase of ProSupport Premium when you seek assistance from our support on 12/20/2024.
  
  As you're now requesting a product refund. we would like to request a copy of your proof of purchase or receipt from the reseller to validate. 
  
  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After buying the Nighthawk WiFi 7 Tri-Band Router Model RS600, that provides a QOS option in the product. Specified in the manual how to use this feature. The feature is not available. It is required for my home office to prioritize work computers internet. I have contacted the company and was told that the option should be there but is not. There was no resolution just a confirmation of fault.

  Business response

  12/09/2024

  Hi ****** *******,
  
  Good day!
  
  We are sorry to know that your issue was not resolved despite contacting our support technicians. Please note that this is certainly not the service we would like our valued customers like you to experience. I have thoroughly checked the elated case for your concern and have seen the issue was noted *** ot resolved. I can arrange a callback for you with our next level of support if you will provide a schedule for a callback. 
  
  In case you'll have to claim a warranty for the product we need a copy of your proof of purchase and a device photo that shows your RS600's serial number.
  
  A valid proof of purchase should contain, the NAME and PRICE of the device, the STORE where you purchase the device, the *** number, and the DATE of purchase. As stated in our Terms and Conditions we require proof of purchase/ receipt for your hardware warranty which can be found at ******************************************************. If you no longer have your proof of purchase we highly suggest that you reach out to the store where you purchased the device to request a copy
  
  NOTE: If you purchase the device from ******, you can print an invoice for your order in Your Account as soon as your order is shipped. 
  
  To print an invoice:
  1. Go to Your Orders.
  2. Select Invoice underneath the order number.
  3. Select Print this page for your records on the top of 
  the order summary.
  4. Select your browser's print button.
  
  I look forward to hearing from you.
  
  
  Thank you for your cooperation.
  
  
  Best regards,
  
  
  Gilles 
  Customer Care Advocate
  **********************
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unjust hidden start up fees are unethical and Netgear is a repeat offender.Purchased a Netgear router ($150+/-) that advertised free setup and support. Website advertises free setup and support. Two separate support employees tell me that the reason I can't start up my router (for the first time) is because I haven't paid my security fee for security technical support which they say is a great deal at $250 for 5 years or $300+ for lifetime support.**It can not be legal for them to advertise free setup and support on devices- only to charge you a hidden fee (2x the cost of the initial router)I feel like I've been extorted. I don't want my money back- I want them to change their practices.I have multiple screenshots of their website saying in no less than 5 places that the offer "free setup and technical support"

  Business response

  12/05/2024

  Hi ***** *******,
  
  I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Contract Disputes. I would first like to thank you for your feedback. 
  
  NETGEAR Inc. offers a one-year hardware warranty and is also entitled to a 90-day service warranty from the date of purchase for any technical assistance. To receive warranty entitlement for your NETGEAR product, you must have purchased it from an authorized NETGEAR reseller.
  
  *********************************************************
  
  We reviewed the screenshot submitted, and it is about the RouterForU website, which is not affiliated with NETGEAR. Please know that NETGEAR is aware of a growing number of phone and online scams, and we are aware of those third-party support groups from the background. NETGEAR will never call you and ask you to install an application on your device or ask you to make a financial payment on the spot in return for support. 
  
  We referred your concern and requested assistance from the higher-level tier of our support team. They will reach out to you with the case number 48711386.
  
  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Netgear is refusing to honor warranty unless I pay them a premium subscription to troubleshoot the problem. Netgear offers a one year warranty for hardware related issues however will not offer it unless they can troubleshoot. They will not troubleshoot the issue unless you pay them. I have the ability to troubleshoot my own network and have found the problem to be the router yet Netgear refuses to honor the warranty and have closed my methods of contact.

  Business response

  11/29/2024

  Hi ****** *****,
  
  Good day!
  
  We have personally taken the time to review your concern and checked the related case ********. The email that the support sent to you only contains information about your warranty entitlement for the hardware which is still active and your technical support which has expired. It was stated in the email that "we don't charge you right away for it. Actual billing will take place only after the issue is resolved. If the issue is not resolved, no contract will be sold, and you will not be charged." In addition to that NETGEAR services can be refunded in 30 days. They also offered a one-time courtesy of support you just need to call the technical support number. 
  
  To further assist please kindly give us your preferred call back time so we can endorse you to our technical support team to finish the troubleshooting and possible replacement, or we can move forward with the replacement right away but since it was not yet recommended by our tech support we can not guarantee that replacing the device will resolve the issue. Let me also set your expectation that replacement is free however, if you choose advance replacement you'll have to shoulder its shipping fee with FedEx.
  
  I look forward to your response.
  
  Best regards,
  
  ******
  Customer Care Advocate
  **********************

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction took place April 24, 2024. I purchased a Netgear cable modem, model number CM1200, which is now failing. The purchase was made through ******, but the issue started outside of Amazon's return period so I've tried for days to get a *** through Netgear. We work from home and are completely dependent on a stable internet connection. Netgear initially refused to honor the *** because the chat support / phone support representative insisted that Netgear warranty policy states that they have the final say in determining if the product is defective, yet the representative had no training or understanding of the product functionality. The representative told me that the modem doesn't transmit a signal to the internet service provider, and therefore would not initiate ***. This demonstrated the complete incompetence of the representative. After several hours of escalation and pleading my case, the *** was initiated, but Netgear said I have to pay for expedited shipping costs to get the replacement modem any sooner than 8-10 business days. The modem was $200, brand new, and is failing, but they expect me to pay $60 to get a replacement sent to me within one business day. This is unacceptable. The customer support has been contentious at best and I feel completely helpless to remedy the situation without being taken advantage of.

  Business response

  11/17/2024

  Hi ***** *******,

  I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Guarantee or Warranty Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. 
  
  NETGEAR Inc. can 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. 
  
  We apologize for the inconvenience you have experienced with our support, if they were not able to diagnose your device sooner, as they are only complying with the policy.
  
  If NETGEAR approves the replacement, we are offering shipment options according to the customer's preference. In your case, you have selected the advanced next business day shipment amounting to $29.90. We can see that the *** ******* has been approved, and the warehouse will fulfill your request on Monday as we do not have weekend processing. You may check your email for a follow-up along with the tracking number of the released CM1200.
  
  We will be monitoring its progress, and please let us know if we need to arrange a callback from our support to help you with the setup.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************
  
  
  
  

  Customer response

  11/17/2024

   
  Complaint: 22565309
  
  I am rejecting this response because:

  Forcing a customer to pay for expedited shipping is a predatory business practice. I didn't make a shoddy product; why should I have to pay extra shipping costs to get it replaced? I completed my portion of the consumer / business transaction while Netgear failed to complete theirs. The burden of expedited and return shipping is solely their responsibility, not mine. 

  Also of note: it is now halfway through Sunday. I made every attempt to get a working modem shipped beginning Thursday, and it still hasn't happened even though I was forced to pay for expedited shipping. Two adults in my household are work-from-home and completely dependent on a stable internet connection. Netgear clearly doesn't care about the customer; only the money they can take from us.

  I expect a replacement modem as soon as possible and I expect the predatory shipping charges to be refunded by Netgear.

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

  Business response

  11/23/2024

  Hi ***** *******,
  
  We acknowledge your comment. We reviewed your RMA *******, and the new CM1200 with SN: 5W340B7KA5BA4 was delivered on 11/19/24. The prepaid return label for returning the faulty device is inside the box you received. 
  
  Please let us know if you need assistance from our support team, as they provided complimentary services until 12/18/2024 as a courtesy. You may also respond to your open case 48665880.
  
  We would like to set your expectations that in a replacement process, the customers are responsible for the freight charges to NETGEAR while we will be handling the cost of sending the unit to you. You may check this link for reference: *****************************************************************
  
  Thank you for choosing NETGEAR.
  
  Kind Regards,
  
  ******* *.
  Customer Care Advocate
  **********************
  
  

  Customer response

  11/26/2024

   
  Complaint: 22565309
  
  I am rejecting this response because:

  As previously stated, and ignored by Netgear, it is completely unacceptable that they try to offload the cost of shipping a defective product onto the customer. Linking to a webpage on your site does not justify it. I paid full price and the cost of shipping a new Netgear modem which was defective. To force a customer to pay for the shipping of a replacement unit is a predatory business practice and I will not accept it. I expect full reimbursement of the predatory shipping charges I was forced to pay in order to avoid multiple weeks of waiting for a working product. The entire experience with Netgear customer service and the *** have been a nightmare and customers should be able to expect better.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Netgear refuses to process my warranty claim because they require over-the-phone troubleshooting first. In order to use over-the-phone troubleshooting I must purchase a contract with Netgear. Essentially, they are stating that I must purchase a troubleshooting contract in order to make use of the product warranty that I already purchased at the point of sale.

  Business response

  11/15/2024

  Dear ************************** hope you are well. My name is Jinky from the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding Guarantee or Warranty Issues and devices won't reconnect/wireless disconnection issue. In order to use over-the-phone troubleshooting, you are asked to purchase a contract in order to make use of the product warranty that you already purchased at the point of sale. 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 we currently working with case ********, and with the relevant team for the replacement of your device. 
  
  Thank you for your understanding and have a great day!
  
  Regards,
  
  ***** *.
  ************* Advocate
  **********************
  
  

  Customer response

  11/21/2024

   
  Complaint: 22559238
  
  I am rejecting this response because it is simply a copy-pasted nonsensical response that doesn't address or even acknowledge my concerns in an appreciable manner.
  
  Sincerely,
  
  Jordan Perks

  Business response

  11/27/2024

  Dear ********************************** hope you are well. My name is Jinky from the NETGEAR ************* Team. I would like to thank you for taking the time to answer my call today. 
  
  We appreciate your patience and understanding on the matter of working on your case 48668127.
  
  We are sorry for the inconvenience and misunderstanding regarding the service contract offered by the tech support and for the inconvenience.
  
  Please be advised that we have now processed a refund for your Advance Ground - Home Products - (************* only)for $16.90 back to your credit card as of 11/27/2024. This will reflect on your account in 5-7 days. 
  
  Thank you again for your understanding and have a great day!
  
  
  Regards,
  
  ***** *.
  ************* Advocate
  **********************
  
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Jun 2023 (just over 1 year ago) I paid $1400 for an Orbi wifi net system. When I tried to log into the device, I got a password error and was asked for my security questions (and I know the correct answers). The error screen provided no backup information so I called support (using the phone number on the Netgear website).The *** told me they can only help me tech support if I pay for a service contract ranging from $300 to 800. I told them I don't want them to do anything except help me log into the device.I finally conceded and they sent me a link to a ****** account linked to someone's gmail account, so I stopped. So now I'm stuck with a device I can't log into.

  Business response

  11/12/2024

  Hi ***** ****,
  
  I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the service issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. 
  
  We would like to inform you that if the customer reached out for technical assistance and the device is out-of-warranty, we are offering our NETGEAR support contract to render our low-cost services. We apologize for the inconvenience that you have experienced and if we were unable to resolve your issue.
  
  We referred your concern to our higher-level tier of support as a courtesy, and you may check your email for an update with case ********. We also suggest keeping your phone line open for a callback from them.
  
  We appreciate your patience.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Netgear Premium Support Contract on 7-22-24 and it expires 7-22-26. Since the time that I purchased the contract, Netgear changed their operational procedures and the technicians can no longer have access to my laptop. More Specifically, Netgear requires their customers to have a Chrome Browser and I have a Safari Browser which makes me ineligible for their services. However, I received an email indicating that I am beyond the 30 day refund policy. I replied that Netgear broke our contract by changing operational systems. I want a refund because I am no longer able to use their services through no fault of my own.******* ******,If you have any questions, please do not hesitate to contact me.

  Business response

  11/06/2024

  Hi ******* ******,
  
  I hope this email finds you well. My name is *******, and I am part of the NETGEAR ************* Team. I understand from your recent correspondence that you have submitted a complaint regarding the Refund Or Exchange Issues. I would first like to thank you for your feedback. 
  
  We acknowledge your request to cancel and refund your ProSupport - Premium Support. As you have used this contract for support and your request is beyond the refund policy, we cannot offer a refund at this time. 
  
  However, we will have management review your request for a refund and I'll send you an update once I have the information.
  
  We apologize for the inconvenience that you have experienced.
  
  Yours in Service,
  
  ******* *.
  ************* Advocate
  **********************
  
  

  Customer response

  11/07/2024

   
  Complaint: 22515504
  
  I am rejecting this response because: the email reiterated that I had past the allotted time for a refund. The company did not take into consideration that I cannot utilize the assistance from the technicians because the company changed to the Chrome Browser during my contract .  Therefore, Netgear voided the contract.
  
  Sincerely,
  ******* ******
  ******* ******

  Business response

  11/09/2024

  Hi ******* ******,
  
  We apologize if we're unable to resolve the issue at this time when you contacted our support. 
  
  Premium Support is a comprehensive support plan for your home and office. Enjoy 24/7 priority access to tech support from NETGEAR experts dealing with home networking device connectivity support, which covers PCs, PC accessories, and software.
  
  We would like to be transparent about the process and regulations that we have to abide by and implement. We reviewed your account, and there are some consultation cases from our support that have been resolved. If the customer's issue was not resolved during consultation, we always refer their concern to a higher-level tier from our engineering team for further assistance.
  
  As I mentioned in my previous response, your request for a refund was forwarded to the higher management. I'll send you an email once we have the confirmation.
  
  Yours in Service,
  
  ******* *.
  Customer Care Advocate
  **********************
  

*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. ↩