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Reviewed Sept. 15, 2023
I purchased a Night Hawk router from Walmart, but it stopped connecting to the internet within three weeks. When I contacted customer support, they claimed the router's software was damaged due to missing security software, which wasn't mentioned in the manual. They offered a $129.9 USD service for three years. When I asked for time to consider, the representative became angry, saying "You wasting my time" and hung up. After contacting another agent, I paid but the technician couldn't resolve the issue. He promised to call back but didn't. This experience, along with the rude agent (the word "You wasting my time" pained me greatly, do they think I'm happy calling them too), led me to return the router. Netgear's customer care was unprofessional and disappointing.
Reviewed Sept. 3, 2023
Another Corporation with the policy instructing its Customer Service and Tech People to explain how the company works and what the policies are and how they can click and self help or click and read endless misinformation by other customers they've treated this way. Customer Service/Tech Support is not Explaining How The Company Works! Customer Service is providing a solution to the problem.
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Reviewed Aug. 30, 2023
I purchased a nighthawk router in February of this year. Whenever we have a power outage at our house the router locks out and you have to call tech support and they will unlock the router over the phone. Mind you fees are involved with this every time you call. They told if I purchased a $400 plan this would cover any future technical calls. He also told me if I sign up that day I could get the plan for $199. I purchased the plan and had to call them again. This time they tell me that it’s locked out due to me not having a network security plan which keep hackers from accessing my network and the fee for that was $199.
He also tells me that I didn’t pay for the plan that covers any future technical calls and issues. He told me that I paid for antivirus protection. Netgear has one of the scams and rip-offs I’ve ever seen. I would not recommend any of Netgear routers. I returned the router back to the store, got a refund for my purchase. I purchased a Linksys router like I had before getting the Netgear router and life is so much better now.
Reviewed Aug. 22, 2023
Netgear has some of the worst support I have encountered. It was very frustrating trying to get answers to my questions and reset a new wifi range extender and the icing on the cake was being hung up on when it still did not set up. Very, very poor support service.
Reviewed Aug. 19, 2023
Some years ago, I purchased Netgear modem. I figured I would upgrade the product, so I purchased an upgrade late 2021 (?). Due to transitional issues, I was unable to use immediately. I was eventually stabled. Began using it this year. I had issues and they got worse, so I called Netgear customer service. Warranty was expired and so I had to purchase a 6 months service support. I called Netgear on 5/13/23 and spoke with Shabaz who tried to assist with troubleshooting. In the midst of this, the router stopped working. It was working BEFORE I called netgear, albeit not that great. Eventually he said he was taking a break and will call me back. In the interim, I called Xfinity to make sure the problem was not on their end. It was not. He did not call me back within the time he said he would call me, so I called back and spoke with Shabarish who tried to assist. This took another several hours. He finally declared my equipment was dead.
We discussed purchasing another modem, naturally I asked how will netgear compensate for the inconvenience, because it was working BEFORE I called. He said he would place a refund request. We discussed discounts I would receive if I purchased another equipment from the netgear store. He even gave me the PROMO CODE: SAVE 50 so I can use. On 6/21/23 I called again, and 'Haggai' had me call the Care Team to speak with them because the case was escalated to that dept. I spoke with Ed from the Care Team, who reviewed and told me they could not give me the full refund but can give partial of $76.00. I disagreed with amt., but said ok.
I received an email 8/17/23 that the partial request was denied. I was very upset. I called and spoke with Keerthana, who could not help. I called the Care Team and spoke with Ray. Ray told me that it was two separate issues, which is why they denied. I explained this was ONE issue with two different case #'s. He grudgingly sent another request, and I learnt today it was DENIED again. ZERO stars for NETGEAR. They have no honor and does not care about their customers, except to take your money! Stay away from Netgear!
Reviewed Aug. 15, 2023
I bought a newly released R6850 in February 2023. It malfunctioned, so I got it replaced under warranty with the same malfunctioning model. This reduced my modem's efficiency by 50-75%. My ISP verified that the R6850's poorly engineered design caused this error. This error caused me to rubberband and freeze in the middle of Competitive Overwatch 2 games. I can't even play Overwatch 2 anymore because my character keeps freezing in the middle of matches. I just uninstalled Overwatch 2, and I will never buy another Netgear product again.
Reviewed Aug. 15, 2023
I have a Netgear router that is a little over two years old. For a little over a year, I was unable to perform a firmware update. I kept thinking that Netgear was going to fix the issue, yet they have not. I was told that Netgear products only had a three-month warranty. I was asked to pay what I call protection money to update the firmware on my router. Not being able to update my router would be similar to owning an iPhone that would no longer update. There is a widespread issue with certain Netgear routers not being able to receive a firmware update. Essentially, my router can no longer be used and it's only a couple of years old. My Netgear router will now be thrown in the garbage can, and I will never purchase another Netgear product again. This is the kind of situation that deserves a class action suit.
Reviewed Aug. 15, 2023
I have been a Netgear user for many years. Unfortunately, there's support is beyond ridiculous. They offer 3 months of support. Their router stopped being able to update and is now useless. This is the last Netgear product that I will ever purchase. Instead of purchasing a contract, I will throw it in the garbage. Can and purchase a competitive brand with better service.
Reviewed Aug. 11, 2023
Netgear should be ashamed of having Gearhead Support. I have been a victim of their horrible and laughable support. I asked for a supervisor to call me and have still not heard anything from them and that was a week ago. I was assured that I would receive a call within 2 hours and I still haven't received a call. If you can avoid paying their exorbitant costs for support, don't sign up for their service. I was scared by the engineer saying that I was at risk for being hacked because I had several bots running on my network. The engineer lied to me also and said that they would install a firewall to protect my Network & ensure I have network security. It turns out I was lied to because the engineer or rep said it would be a lifetime deal. I found out that we did have network security but it expired after 90 days and it's called armor. I was never informed of this. I feel absolutely victimized by Netgear Gearhead Support and will try to get my money back.
Reviewed July 26, 2023
These products do not work, they have awful firmware that is impossible to update, they brick themselves after a few years, and even the brand-new one that I just bought will not work right out of the box. These products are a nightmare in every way imaginable. Their customer service is a joke, they do not take you seriously, are very unhelpful, have very little knowledge about their products, and will claim they will call you back and then never do so. The warranties are awful when compared to other products and you can not even get chat support after 90 days of owning one. I don't understand how this company is even considered a legitimate business. Put your money elsewhere, as these products are a joke, my 10-year-old d-link adapter that plugs into a USB port still outperforms their brand new 150+ dollar products. Not sure Netgear has any actual software engineers working at their company.
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