Netgear Customer Service Complaints - page 3

Netgear customer service is the definition of "run-around." They never actually solve your issue, rather offer stall tactics and non-solutions in an effort to get through your complementary service period. They then basically shut down communications with you unless you buy an extended service package, with no real hope that they'll ever solve your issue.
The extended service contacts are only there to fleece the consumer.
Even complaints to the Better Business Bureau result in more stall tactics in the hope that the complaintant will neglect to reply to their responses (never actually offering a resolution), resulting in a closing of the case. I am currently on non-reply number 4 from them on my case.
Their customer support is the worst I have ever experienced (and I was a customer of Comcast/Xfinity, so that says a lot).

i had problems with modem called to get replaced and wanted me to buy phone service just to talk to someone

I have never had an issue w my Internet connection. I called Net Gear to ask a password question and there was such a huge language barrier!!! After I talked to him I was no longer able to get Internet and now they want me to pay for tech help! Heck no!! They screwed it up!!! This company is the worst!!!!

When calling nether customer service, the recording says "High Call Volume" and then says "You are caller number (Blank) and your Rep will be with you in (Blank) minutes .. What a bunch of crap .. Dishonest and when you finally get a support tech, he/she is hard to understand. Need another make that is honorable at Costco

Day 4 of trying to get my RAX45 to work. Still being told to turn off and turn back on so they can check the system. Asked for a supervisor, but one not available and "it would be a waste of my time and theirs" to wait for a supervisor. My router is less than 100 days old, so missed the 90 days and had to purchase tech support. So far, there has been no one able to help.
#19862536
#127933
These are two of the numbers given by the techs who were unable to help. Couldn't catch their names.

What a waste of $$ if you can't get help.

I will paste the important information from two of the three emails that I have sent. Sent these to Patrick Lo, Bryan Murray, Mark Merrill, Michael Falcon, Martin Westhead, Andrew Kim, Tamesa Rogers, David Henry, Vikram Mehta, Michael Werdann, Heidi Cormack, Steve Gielty, and Phillip Pyo. I used the format [first name].[last name]@netgear.com. Upon sending the second email, I received an automated response from Ms. Tamesa suggesting I contact another person by email, which I did.

Pulled from email #1:

"I'm sharing one of the worst customer service experiences I have had. I invested more energy, patience, and time than should have been necessary in an attempt to exchange a defective wifi satellite for one that functions. The unit is still under warranty. Instead of receiving assistance, I was treated rudely, I was lied to, and attempts were made to manipulate me into paying for a service that I didn't request or require.

I purchased a Netgear Wifi Router (MR60) in mid-October 2021 from Best Buy in Salem, Oregon. The box included the router and two satellites (MS60). Upon connecting the devices, the router and one satellite worked properly. The other satellite would not connect. I moved this satellite to several locations with direct line of sight to the router, but it would not connect.

Netgear's website had a firmware version newer than what came with the devices. I installed the new firmware per the instructions on the website. The router and one satellite continued to operate normally. This did not fix the defective satellite. While reviewing your website, I located a blog or community area where customers communicate. I read possibly forty submissions of customers complaining about the same issue that I was experiencing. A common theme appeared that this issue began for many customers after updating to the newest firmware version, which is what I had just installed.

Generally, my experience has been if an update causes problems, a solution is offered soon after. Since I could work with one satellite temporarily, I checked back on your website somewhat frequently for the update, understanding I had twelve months to replace the item if it could not be fixed. Upon checking your site this morning, I located a firmware fix update. I installed it per the instructions on your site and confirmed all three of the devices were updated to the new firmware version. The satellite still did not work. Sometimes it is recognized in routerlogin and sometimes it isn't. Regardless, it never provides wifi coverage. Installing this latest update confirmed that the device is defective. I assume it came with an internal antenna issue.

After navigating your website for a customer service phone number, I was forced set up an account and provide all my contact information before I could get to the phone number. This is not something I like to do, and I feel it is in poor taste force customers to provide information in this way to receive assistance. I completed the profile and was given access to (408) 638-4327. I called the number as instructed.

After waiting on hold for ten to possibly fifteen minutes, a representative responded. I felt that she was curt with me from the beginning of the conversation. She asked me for the serial number of the satellite. As I searched through sticky notes and browser tabs, I told her your website had me type it in at least twice and I asked her if she happened to have it available. She told me that I needed to provide the number. I left my desk and went to the satellite and began reading the serial number when our call was disconnected. The call quality had been strong, and my first impression was that she became impatient with me and ended the call. In hopes I was mistaken, I waited for her to call back, but she didn't.

I called the number again and was placed back on hold. After five to ten minutes, a representative greeted me politely. I broadly described the previous phone call and that I believed she hung up on me. I asked to have my defective satellite that was still under warranty replaced and to speak with a supervisor. The gentleman told me a supervisor would call me back. Confirming that I could not stay on the line to speak to one, I was afraid I may not get a call back or get the satellite replaced. I asked the gentleman instead to help me replace my defective satellite.

He had me recount the history of trying to get the satellite to function and had me perform troubleshooting tasks while reporting the LED color on the satellite to him. I felt like he made me recount the story several times. Once we tried everything that he asked, I asked him to help me replace it. He told me that I needed to speak to higher level tech support person with more experience. I told him that I only wanted a replacement, and he told me to ask the next representative for that. He placed me on hold for possibly ten minutes. He came back on the line and told me a supervisor would call me back. When I asked again about replacing the defective satellite, he told me to ask the supervisor when they called me. I asked when the supervisor would call me back and he told me within two hours. He also provided me with event number [redacted]. We concluded this call at approximately 11:25 am PST.

Of note, during my call with this gentleman and after I told him that I believe the other representative hung up on me, I received three phone calls with the ID Netgear. I checked two of the messages after concluding our call. They were two minutes fifty-six seconds of open air. The third call was transcribed. She identified herself as Cassandra and told me she thought our phone call might have disconnected earlier. I assumed she worked in the same area as the gentleman I spoke with and called long after our call had ended in an attempt to cover herself in the event that I complained. I did not call her back. I have retained the three messages.

At approximately 3:35 pm PST after not receiving a call from a supervisor, I called (408) 638-4327 for a third time. After waiting on hold for five to ten minutes, a representative took my call. When she asked how I was doing, I told her I was a bit frustrated, but doing well and asked how she was doing. I provided her with the event number and explained in detail my history with the satellite and my experience with the last two representatives.

She informed me that I was outside of the ninety-day free tech support period and said either I would, or I may be charged for tech support. I don't recall which statement she made. I explained that I did not require tech support and I was only calling to have the defective satellite replaced as it was still under warranty. She made a statement that I did not fully hear or understand. She then prompted me to give her authorization. I asked her to repeat what she had said. She told me that I needed to speak to tech support before Netgear will replace the defective satellite. Because I am outside of the ninety-day purchase window, she needed to charge me for tech support and again prompted me to give her consent to charge me.

I asked her if I understood correctly that she told me in order for Netgear to honor the warranty on defective equipment, that I had to pay for tech support even though I had already spent more time with one than should have been necessary to confirm my device was defective? She told me I needed a paid tech support representative to confirm my device wasn't working before Netgear would replace it. I told her that I did not give consent for her to charge me. Once again I recounted everything that I had done myself and with the representative and the outcome was the device still did not function. I asked her to help me replace the device. After a brief pause, she ended the call.

While searching for a corporate contact, I located your San Jose office. I called (408) 907-8000. A recording told me to leave a voicemail. I provided my name, phone number, and a request to speak with a manager. I made this call at approximately 3:45 pm PST. I did not receive a call back and assumed the office closed at 5:00 pm PST.

I empathize with employees who provide customer service to customers. They often suffer the most toxic attitudes for the lowest salaries. I can understand terminating a call if I was loud, offensive, or unable to control my emotions. I used a calm voice and spoke professionally, though I was persistent in asking for the satellite replacement. I did nothing to justify being hung up on by two representatives. I hope the calls were recorded so that you can confirm what I write."

I concluded by asking for acknowledgement of the email and a replacement satellite and provided my name, address, and phone number.

From email #2:

"I just left my third voicemail message in as many days at (408) 907-8000 requesting to speak with a manager about a terrible customer service experience that included two customer service representatives hanging up on me when I had not been disrespectful, rude, or loud, and one of them telling me she would not replace the defective MS60 satellite still under your warranty until I paid for tech support. This was after I had already spent time with a tech support representative at length, who confirmed the satellite did not function, waited for a call back from a supervisor that I did not receive, waiting on hold several times throughout the day, and specific requests to replace the satellite.

On August 9, 2021, I sent all of you an email outlining that experience and I requested acknowledgement of the email and a replacement MS60 satellite for the malfunctioning unit. In this email, I explained the processes that I went through to try to get it to work, and my patience in doing so. In part I also told you that the device was still within the twelve month warranty period. I concluded by requesting acknowledgement of my email and a replacement satellite and provided my address and phone number.

I request one more time that a manager, outside of your customer service department with contact number (408)638-4327, contact me to acknowledge receipt of these emails and to confirm your company is in the process of replacing the defective unit.

For your convenience, I am pasting the initial email here: [Redacted]"

I sent the third email at the end of the business day, so I will give them time to respond tomorrow. If they don't, I am going to share my experience on every possible platform I can find. Normally customer service and tech support for devices and tech companies are not impressive and I just go on my way, but to actually hang up on me instead of replacing my satellite and trying to force me to pay them more money when I didn't need tech support takes bad customer service to a new level and I have no intention of being quiet about this one.

to whom it may concern, i engaged netgear for a prestigious project. i created the network design as a subcontractor. i had the support letters and etc. i brought them into my project supply 70 m4300 switches. the main contractor when directly to netgear singapore to purchase the switches even though i had a agreement. i contacted singaport netgear and they replied that they will support him not as much as they will support me. i was thinking what the hecj does that mean. i have emails and proof going back months. they stole my network designs and decided to bypass me. contacted them and multiple times ignored me. do not deal with project with Singapore Netgear as they are money motivated and unprincipled and zero ethics. i further contacted Netgear USA and seems as same as singapore. i hav been purchasing netgear switches for many years and for that project for the POC i purchased directly from them.. they away from Singapore Netgear i rather buy TPLINK or PLanet switches as least they have principles.

Netgear sales products with advertised functionality that are not true or work substandard. In my case, My RAX120 router could not handle the most basic Layer 2 QoS. the router became unusable when this was turn on.

Their technical service is the worst I've seen in the industry. After three calls, having worked with them for long periods of time, A was told to wait for the second tier tech, the call never came and in the fourth call I found out that the ticket had been closed. Work with them until they said they would replace the unit, again to wait for the call. After waiting for it, I called back, the ticket was flagged awaiting user action.

I invested +$400 in this piece of garbage, they sent me a faulty one, then asked me to pay more for them to send the replacement before I return the faulty one. Checked their community site, I am not the only one, I hope I'd done htat before buying.

Netgear is running the clock for the equipment to to reach the end of warranty period.

Ticket #44259218, 44285883 and another that I didn't get.
Replacement #3632655

This is still on going. I am currently on hold. waiting for the shift supervisor, if he ever comes on the phone.

Last NetGear I ever buy.

Netgear nighthawk router terrible have had the same problem since I bought it now they want me to pay for support for the same issue this is terrible service and the product sucks !!

Horrible. Press one for technical service. Then you get a customer service rep that has zero technical training and has to connect you to tech support. By the time you get through to tech support and answer security questions for each person you talk to...you find they don't have any training either. They are horrible. The worst company. You will not get resolution not an answer. Just canned statements from a script to put you in the runaround and possibly break some personal items for the rage they'll make you feel.

I have never seen so bad customer service.
Actually no Customer Service.

Netgear product and support sucks.
It doesn't do what it says it does. False claims on the box.

I called Netgear customer service. they said I could have customer service but it would cost me 142.00/yr. to fix my simple problem. this is not customer service. I will replace my equipment with another product. Don't do business with these guys. fool me once shame on you. fool me twice shame on me for ever doing business with you. I only do business with companies who support their products.

A few months after I bought their extender it stopped connecting.I was well within the 90 days' free support but some idiot changed the date and made the expiry date the same as the purchase date, so the support expired as soon as I bought it. Tried community forum where I received goodwill but no practical help. Wrote to the CEO,no reply. By now I think you are getting the picture. Netgear takes you money and from then on it is your problem if something goes wrong.
I am probably lucky but I always received assistance from other technology companies Lenovo, Ring, Samsung etc not just for a miserable 90 days but in some cases even years after the purchase.

I for one shall never ever buy anything from them and would advise anybody who like me, cannot sort out a techno problem without help to follow my example and avoid them unless you like to throw you money away.

I just spent $200 on a new Netgear router. Had a basic question about registering my new router with setup and was refused help unless I paid a diagnostic fee. Worst service ever when I asked why the guy hung up on me

Experienced the same as others. Would not help me set up my router I was having problems with unless I paid for 1 of two plans. Told him that was not going to happen so then he offered a quick solution fix for a price. That slso wasnt going to happen. Was told I could return it. I feel people need to report this to the BBB there are many of us they try to do this to.

I did a lot of research on this camera and found it to be in the same class as the Nest outdoor 1080p camera but approximately $150 more in price. I bought the Arlo Pro 2 yesterday and realized from the outset that the added features of the camera such as the activity zone fencing to reduce false alarms, the 3 second pre-activity recording and the 24/7 continuous recording i was hoping to use as advertised would not be variable to my as Netgear don't actually supply the power cables to the cameras just one short single cable for charging the units. In contrast to the Nest product that not only supply the initial cables but and extended cable normally needed to reach and outdoor or attic outlet. I called customer service and they told me that you don't provide these cables even as an option to add them and this would be my responsibility. I find this absolutely appalling given the high price I paid for the cameras over $500 to not include the correct equipment to access all the premium features I thought I was paying for. I am left now trying to research if in fact I can purchase long micro USB to Standard USB cables that would be suitable for outdoor use and adapter that has the correct amp and voltage so I don't blow the camera. Customer service also told me it would be my responsibility to purchase these leads and also stated that if I add non supplied equipment it would void the warranty which is a ridiculous statement as netgear dont supply them so if i do i void the warranty. This looks like a massive oversight by netgear and very disappointing and I would have thought if you wanted to get more subscribers to your paid cloud storage service you would have provided a solution for customers to connect the cameras to an external power as advertised. This makes the cameras inferior to the Nest product not at an extra $150 premium. You have a very disappointed customer!

I have spent over 6 hours on the phone trying to get ports opened for my security cameras. Netgear router is less than year old and was told Netgear needed to open these ports but it is going to cost me $139. This is a rip off I will switch my $300 router before I will give them anymore money.

Our Netgear wireless modem worked fine for 2 years, then we ended up with very spotty connectivity. After an hour + on the phone with Cable provider tech support, they said it was the router and I needed to call them to get it switched to a different channel. I spent 45 minutes on the phone with Netgear tech support, after being on hold for quite some time. I was hard to understand the woman, and when she told me that she needed to take control of my computer to update the settings but it would cost $199, I said no way and hung up.

Bought the Netgear Arlo home security system and cameras. Terrible product. Already replaced 2 cameras now a 3rd has gone bad. Can't reach anyone in the US or a supervisor. Would never buy another Netgear product and intend to take this issue further due to the many hrs. I had to spend on chat, phone and reinstallation

So I purchased a netgear nighthawk d7000 in January. $350~

Plugged it in, plugged the phone line in, put my settings in, would not connect. Manually forced it to connect by means of pressing connect in the advanced setting over and over again.

Put up with the modem as the wifi range is good. however, as soon as the phone line had an issue I'd lose internet for several hours till it would re-connect. I gave up when it just wouldn't connect quickly. In the meantime, I had TPG out multiple times to check the line etc. Went back to the my old modem which I need to reset every other day to keep the wifi working.

Finally get onto netgear about my issues. Put onto a remote Technician that doesn't comprehend my issue. Goes through my computer and files and says because I have a registry issue, it's why the internet doesn't work. I say in many different ways, the issue happens on any of my devices after telling my they are trained technicians and do not need educating after I'd questioned why my pc has anything to do with a modem not connecting to the internet. Offers to look at the modem remotely, for the cost of $70... and it's not covered by warranty!!!!

call up the help line again and say I'm not getting a comprehensive answer. given another number, then put onto an american line with a 60 minute wait.

Will be returning the modem tommorow and getting my money back, one way or another.

I bought a NetGear N600 Wireless Dual band Router with a "Lifetime Warrenty" It broke 7 months later. I called NetGear tech Support only to find out that my LIFETIME WARRENTY has expired. What a scam. They tried to sell my a 1 yr tech support package plan for $139.00!! I said NO!!! I Paid $79 b4 taxes for a product that promised a lifetime warrenty and got scammed. I told the tech that if he couldn't help me figure out the software issue that day ( it was a software issue not a hardware) without charging me then i would NEVER buy from NetGear again. He told me smugly that no matter where I go to buy a router, that I would have to pay for extended tech support on it no matter what so it wouldnt make any difference whether I bought from them or someone else. The nerve!!! Forget you NetGear!!!

I can't believe the way they perform tech support. As others have written, they would not look at whether my router might have an issue covered by the 1 year warranty unless I gave them my credit card info. I told them in no uncertain terms that I did not want to pay for support for a router that only cost $40. Without getting further approval from me, they resolved the issue and charged my card $139 for a year of technical support. I demanded to speak to a supervisor, and after much heated back and forth, they agreed to charge just the one-time support fee, which was $49. I told them this was still excessive since all the tech appeared to have done was reset the modem, which was something they should have asked about before they did anything. (They asked initially if I had performed an update and performed a power cycle - I had - but did not ask about a reset.) Regrettably, I agreed to the lesser fee, but have been kicking myself ever since. I like their hardware, but their warranty policies and practices have soured me on Netgear.

Netgear's customer support is a pseudonym for its marketing department. When my extender needed a reset, and thereafter a complicated reconfiguration of settings, I was charged more for the required 6-month service contract (no service necessary unless their product fails, which it does with each disconnection) than the product itself cost.

I purchased a brand new Netgear Modem (Model CM600)from Best Buy on Saturday. I came home and set up with Comcast and I was all ready to go. But, I found that it needed to sync with my Wifi Router. No problem because that is also a Netgear product ( Model R6300) ! Or so I thought. When I called Netgear customer support I was told that my perfectly functioning Wifi Routers' warranty was up and that to get them to be able to sync together I would have to purchase the warranty for $80.

This is completely unfair to us consumers. I had two perfectly functioning Netgear products that would not be able to work together, as they were designed to do, unless I spent an additional and substantial amount of more money to have the "golden key" that permits them to work together.

Is this really what Netgear stands for? Is Netgear proud of this?

Well I emailed their CEO and you can read for yourself below:

"Dear Mr. Lo,

So this is the best that Netgear can do? $30? Wow. So, in summary, I own a Netgear Router and a Netgear modem but it cost me $50 to get them to sync. Apparently, the real issue here is that the router is out of "warranty". It didn't break though. It just is intended to work only with one modem, or 3 years.

So, the end result of my experience for buying from a trusted company, that I had been otherwise satisfied with and recommended to work colleagues and family alike, is that Netgear is very serious about its policies and that I should feel grateful for the $30 back.

Well congratulations. You found a way to make me unsatisfied and frankly angry. I paid $50 to speak to someone live to get them to sync. Great long-term customer service idea! Honestly now, how likely do think that I would ever seriously consider purchasing Netgear offerings again? Did your customer service team even think of this? Or rather were they more concerned about how much immediate revenue was lost?

Great long-term solution!"

And I have received no response. Apparently, no response is earned because they have no intention of refunding my money because, I guess, this is a deliberate business strategy. Netgear's business policy is apparently only transactional. It begins and ends with what you paid for. Customer loyalty is not valued. Dollars are.

You have been warned