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Don’t pay for any service contract. I’ve wasted 5 hours and my WiFi is messed up worse than when I started. They leave me and promise to call back but don’t! A supervisor was supposed to call me 45 minutes ago and I’m still waiting. Do NOT buy a service contract. Who knows how long I’ll have to wait!
My Nighthawk Router Modem Combo stopped working, so I called Netgear Support. The agent told me that if she was able to successfully get the unit working, I would be charged for a service plan ($139.99) but that I would NOT be charged if it was not operational while on the call. She charged my credit card before hanging up, saying it was going to work as soon as it finished re-booting. It did not. The unit was dead after less than two years. I called back and requested a refund. The associate said he would process it but it might take several days to appear on my credit card statement. After two weeks, I called back and explained the situation. Netgear is refusing the refund. They lied and defrauded me out of $139.99. Please don't support this company!
Purchased Netgear Orbi 3 pack of wifi mesh routers (from Costco thank goodness) and they worked at a 4 star level for nearly a year, pretty good but not great. Troubles started about 1 year in. For months I tried to resolve without resolution, issues were sporadic but had dozens of outages daily. In desperation I signed up for Gearhead support. DO NOT UNDER ANY CIRCUMSTANCES DO THIS. These are horrible people, some don't speak understandable English and in my opinion are miserable in their jobs and don't care about anything you (other than locking you in to the terms of their contract). Weeks and weeks went by with no return calls, you always have to go through Level 1 tech support - useless as always but wastes so much time!
Kept trying to reprogram Orbi settings with no success then blaming my internet service provider (had Xfinity Ultrafast switched to AT&T fiber - no help!). After 6 hours of AT&T install tech booting and rebooting Orbi routers, he gave up and hooked up the basic AT&T 3 router mesh system that cost $7/mo. That's the equivalent of 7+ years for what I purchased Orbi for and AT&T then provides free support whereas Gearhead support will stick you with a contract closer and if you don't cancel within 10 days you are truly stuck (hundreds extra dollars over 7 years). Don't use them...stay away...bad people....worst ever. I've never written a negative review before, I'm going across all channels to warn people - so bad!!!
My wifi extender had got unplugged and I had a hard time getting it to work again so I called customer service. The woman told me I had to pay $99 in order to get it to work and she didn’t know that at the time I was talking to her it started working on everything except one tv in my house. So she decided to hang up on me. Of course I call back and get a man and he tells me everything is excellent before I say anything. They have the customer service set up as a scam and I will never call again.
After purchasing the MR80 WIFI Tri Band System that was supposedly a good purchase for our needs the equipment failed after 30 days of use. Spent numerous hours with support jumping through hoops to have them send a replacement unit as the original but they had to have me send back the failed piece before they would send the replacement which was not a part of the original agreement that they changed in the middle of the support handling. Now 37 days later the equipment failed again for the exact same reason as the original one, Exactly. I performed ALL the same tests that we did for the first receiving the same results. Called Netgear support as I am a Pro Customer and have several pieces of equipment with them and have NOT had the problems or the support issues that I am having with this.
Now after 1 hour on the call with 2 CSR jumping through hoops to get this handled I was informed by the CSR that it would be 2 business days before I would hear from 2nd Level Support on my issue, Pathetic. The CSR also informed me that because I/we purchased the device from Amazon which we did but from a 3rd Party that Sells Netgear they would only replace it with the same junk that I am having problems with. CSR also stated that because we did not purchase from Netgear they would not refund our purchase price. Again Pathetic, why would I want the same problem equipment so I can potentially go through the same situation with poor results? I informed the CSR that I would like to speak a Supervisor to which they gave me a whole lot of responses to avoid the escalation, again. Pathetic!
Now I am waiting on a call back from them and will it really be 2 days. I had to return to my Netgear equipment I was using in order to do my job as I work from home and need to be up and running and not waiting for Maybe's! As stated I have been using Netgear equipment for sometime but up until now my choices are turning to other options due to the Pathetical Treatment I have received from Netgear on this issue. Thank you ConsumerAffairs for getting this out to the user community. I do appreciate it.
Got my refund finally! Had to fight them for it. Still not happy with the response that I got from their employees. Got treated very poorly. I will not buy another Netgear product, I suspect products are cheaply made, and/or a lot of refurbished items are being sold as new products. - Ex-loyal customer
Netgear is an absolute SCAM of a company! I buy a $500 Nighthawk Router that quits after 2 weeks. Bought in July, and quit before August 15. Returned multiple times to their warehouse. Instead of a new router as promised, they send me a refurbished router twice in the mail and neither would not work. Finally, they decide last of September they will offer a refund. Well, I send back the router for the 3rd time. They wanted it back and offered a refund finally. Promised I would get my refund sent by October 10 and the Netgear office in San Jose, CA has processed my refund. I get told to wait, wait, wait for 15 days to get the check.
I have waited now 17 days. No check yet! It does not take 15+ days to write a refund check and to get it into the customer's hands. Told I would receive it by October 25 (15 Days). Still have not got it as of October 27. Now I get told to wait another week, until November 4. I was told not to contact them and complain again on October 27, 2022. Very sad customer service to deal with. Not truthful with customers. Ok, I won't call their company again. I better have my refund by November 4 as Netgear reps now tell me.
So, I will be contacting my state's attorney general's office or proceeding to file a lawsuit. $500 is a lot of money to lose. That's money that means a lot to me and my family. They have their Nighthawk back. Refund my money. Don't steal it. Their care team does not care at all, dealt with 3 agents in the last month. You have your modem back. No way am I giving Netgear my routing and bank account information as they wanted me to. Not that dumb! Offered a refund, Well I still have not seen it my refund check. You have your product back as of the 3rd of October 2022. Still, NO refund as you told me.
We buy these cameras every year and for no reason at all they stop working. There’s nothing you can do to fix it. We’re tired of buying these and spending over $300 on each camera and it lasts 1-2 years max. Horrible quality.
90 days post purchase even if you have the simplest technical problem Netgear is looking to charge you $139 for a year of tech support and $229 for 2 years, trying to pitch it like a good deal too.. I am never buying another netgear product.
Had some work done in local area which screwed up internet for everyone. Something happened to my router which required a reset. Something wasn't right so I called Netgear. Since I didn't buy the router in last 90 days they charged me 89.99 for a 6-month tech support membership so they could do a factory reset which took 5 minutes. Work from home so I didn't have a choice.
Could not log onto my router's admin settings with the ** IP address so I called them to see if the router was faulty. A guy named James “helped” me and you could tell on the phone he didn't care about me or his job. Since it was past warranty they going to set up a payment plan to fix their product that has stopped working which is ridiculous. Wanted my personal details as well for creating an account with them which made no sense (guess they wanted to spam my inbox with useless promos).
I've never dealt with such an atrocious customer service dept before and such a greedy company that they wanted $100 from me for them to help me. The router is also $400 and not what I expected from such a big company. Seems like nobody is buying their defective products so they want to milk out as much as they can with customer care. Everyone should avoid this garbage company and look into better alternatives. Don't give them your hard-earned money because they don't care about you at all and to them you are just a walking pile of money for them to capitalize on.
I own NETGEAR Nighthawk Smart Router, R6700. I experienced connectivity issues. Called their support team for help. Had to buy a service contract to get help. Router still doesn’t not work. Netgear won’t return my money for the service contract.
Bought a Wifi Range Extender that broke on Day 3 of owning it! When I tried to get ahold of the company, I was left on hold for hours or just hung-up on. Never got in contact with customer service, so I was forced to return and take business elsewhere. Waste of a week!
I own a Netgear Nighthawk XR500 and it has been a nightmare to have the router work without dropping the internet. I have tried the troubleshooting. Doesn't work. I have tried the support team. Doesn't work. Every thing in the book doesn't seem to work so I replaced it 3 times and the problem persist. The modem is from Netgear (CM1000) high end which works perfectly but for some odd reason Netgear and Duma OS are pointing fingers at each other for a simple mistake. DO NOT purchase these gaming products that is associated with NetDuma. I will be investing into Asus Rog gaming router and keep the Netgear Nighthawk modem for now. Hopefully you will find this review as a headache savior particular the gaming community.
Bought a C6220 in November of 2021. It died in July of 2022. Tried to make use of the 1 year hardware warranty. I've never seen a company work harder to keep people from making warranty claims. Avoid.
Two years ago 2020, I purchased Netgear Mesh 3 unit kit from Amazon. From first day I had issues with installation etc. It came with 90 Day access to tech support which I used. After only a year of intermittently working, I encountered frequent service interruptions and in 4/2022 I had no choice but to pay another 120 for tech support with a promise that after three calls for Same problem they will replace unit. After 3 months of calling almost every other day, they gave every story on their book which also included blaming Amazon seller to sell 3 unit kit which was supposedly separate units! And what they call RMA (replacement) never happened. Despite multiple requests to talk to a supervisor, no one called back. They all seem to be working from out of country in India somewhere.
Bottom line there is no customer service (check!) and the number online for Netgear connects you to tech support same people. All I can say NETGEAR IS A SCAM. Finally I called Amazon and gave them the story really just to tell express my agony. With ONE call after 2 years of purchase, they realized my frustration of paying over $500 for piece of junk.. They escalated the problem and that same day I got email getting full refund plus protection plan of $76 Unbelievable…. Today I called Netgear to at least get remainder of 10 Months I didn’t use the service contract and got the same runaround. I’m buying Eero since it’s endorsed by Amazon and throwing away every Netgear item I have purchased. Buyer beware !!! If you want your sanity DO NOT BUY Netgear products. They are nothing but fraud… especially if you encounter issues with their products.
My gateway purchased May, 2021 worked seamlessly for 10 months and then just went into freefall. The device, a c7000v2, began dropping the internet service randomly, 4 or 5 times a day. This happened for a month, and after calling my ISP, I called Netgear. Their customer service is a joke. I spoke to a total of 6 techs on 4 service cases over the course of 5 weeks. I gave them $90 the second time I called for some kind of express service (??), and I have never seen any benefit for that expense. Do not purchase Netgear products unless you want to replace them every 10 to 12 months.
They have very hidden policies regarding subscription policies and give little to no customer service. They are particularly deceitful on the Arlo product subscriptions. It appears for a while that it is not necessary, and then the products stops working correctly. I won't fall into their trap again.
I bought a Nighthawk router ($500). Little did I know they only offer free customer support for the first 90 days, of course sometime around month two it stops working out of the blue, they had me change an IP address and they had no clue why it went wrong and waived the $90 fee. I recently moved and now it’s not working again, support says it’s because I moved and IP address needs to be fixed again, but they won’t tell me what to change it to until I pay the $90 fee for 6 months of support. I have never heard of a coming making customers pay a minimum of $90 to fix their own products. The customer service rep was so combative and basically told me if I don’t want to pay $90 then I should remember what the IP address is. This company is a scam, I paid $500 for a product that has stopped working twice and need to pay a fee for help to get it working again, if that’s not a scam I don’t know what is.
Desperate to manage virtual Teams calls with low-connection, NetFlix movies with delays, and a toddler with malfunctioning apps ....our household could not bear it any longer! Spectrum ran diagnostics and found our router to be faulty, unable to transmit our wifi signal. Upon calling Netgear, I was immediately given a hard sell to sign a warranty pre-approval prior even listening to my concerns with their products. Where there was a potential of being charged for another 90/60/365 day warranty if "determined with my tech specialist" the router was "working fine". It should be a crime!
I personally felt that customer support was trying to entrap me into agreeing to the pre-approval. Sadly, we have were tricked into purchasing 2 routers in 2 years out of desperation during the pandemic. A clear sign to me of faulty equipment, but even more put-off by this warranty and lack of true customer support offered with equipment purchased. A tragic and poor business decision! Please don't allow yourself to be a victim too. I tried my best not to get upset with the customer support rep, most likely in India too. They are trying to have a career, make a living, support themselves and a family; and Netgear is forcing them to sell customers into terrible plans and products.
They sold me a defective router that periodically loses internet connection. I called customer support to ask for assistance, and I was told the issue was with my ISP. I had already called my ISP first, who had told me there is nothing wrong on their end, and that it seems like I have been connected just fine. The Netgear representative then told me I needed to pay them $150 for a service subscription in order to solve my issue. Complete scam company. Sells you bad routers then charges you to fix the problem THEY created. Never buying anything from them again.
Netgear advertises that a number of their routes have parental control. It is 100% false. Not only that, they suggest multiple ways on their website that parental controls can be accessed in other ways. All false claims! Here are things they say you can do that are impossible.
2) removed the Circle on Netgear app from app store so no longer able to use Circle
3) removed parental control accessibility from using OpenDNS
4) removed parental control function from Nighthawk app
The company's recommendation is to buy a new Netgear router. However, I have talked with other people who have informed me that Netgear will soon be removing the parental control functionality from these also. The whole company is basically a scam. It's just one lie after another. After using Netgear products for over 30 years, I am now done. As soon as I get a new router from another company, I am going to take a sledge hammer to the $250 piece of ** I got from them. Is this what others have determined? They have just gutted ALL possibilities of using parental controls?
I have had my Netgear Nighthawk wifi router for just over a year now. I went on the app and it was saying I needed to do a firmware update so I pushed the button to update the firmware. During the update I didn't unplug or power off the unit, yet once it was done the power light just flashes now. I looked up what it means and found out the firmware that was a suggested update corrupted the wifi router. When I call support they say they can get it working again for around $150.. You sent the update out that ruined your product. YOU NEED TO FIX IT. How can you expect someone to pay to fix something you broke? I will NEVER purchase anything made by this company again. They have shown the type of business they run and I would recommend EVERYONE to avoid purchasing anything with their name on it.
Received an email regarding the upcoming renewal of the Armor service for our router. We don't use the router anymore as it was not able to handle our usage. So, I went online to try to cancel the auto-renewal. According to the email, it said we would be renewed "if we had chose the auto-renewal option." When I went to the website and found our subscription, it said it was not eligible for auto-renewal. Two days later, I was charged for the renewal. Returned to the website and could find no place where I could cancel the subscription. Tried the online chat with customer service but it never connected. Called twice and went through the menu options only to be disconnected. Decided to dispute the charge with my credit card company instead as they are able to get results quicker. If I could, I wouldn't even give Netgear one star...
Netgear has refused to refund my $689 after returning a wifi hotspot. The item was sealed and unopened. I returned in the same bubble mailer it came in and closely following their RMA instructions, using their contracted carrier (FedEx) and return shipping label they provided. The tracking shows it was received. They claim the package was empty when they received it and denied my refund and told me to contact Fedex. I filed a claim with Fedex and they denied the claim. I am out $689. Why should I be liable for this loss when I followed Netgear's instructions, used their contracted carrier and the return label they sent me? There was no option to return to a local store. What did I do wrong that I should be liable for the loss? It's not like I chose to use my own carrier. Do NOT buy directly from Netgear.com or this can happen to you too. If you buy from them and something goes wrong beyond your control, they will not guarantee their sales process.
Bought an AX1600 Wifi extender and could not get it setup. After following the instructions multiple times I gave up and called customer service where I was connected to someone in India. After spending over 15 minutes on the phone with them just trying to access basic info for myself and the router (not even providing tech support), I'm giving up and returning this to the store. SO FRUSTRATING.
Have been dealing with Netgear for over a week on a modem we purchased less than 1 year ago. By far, the worst customer service experience of my life. Have complied with all their requests for proof of purchase and serial number of modem. No response from anyone. We called and called and have to start the process all over again. These people truly do not know what they are doing. I would hope the owners of Netgear would realize the path they're on for customer service is truly horrible. Will NEVER purchase a Netgear product again. The owners need to stand by their product and they don't.
We purchased a WiFi Router NETGEAR. We subsequently purchased a 2 year warranty as well. We had troubles with the device about a year later. When we contacted the company to see what they could do, we were told the warranty ONLY covered a replacement. If we wanted a rep to check the device for issues we would need to pay almost 100 dollars for them to investigate. I think that covers the problem.
I ordered an Orbi 960 router and 2 satellites overnight shipment. I ordered everything overnight as my current router failed and my wife works from home. When they arrived, I spent about 3 hours setting them up. The router could not see the satellites. So then I spent another 3 hours talking to tech support. It was determined the equipment was bad and all 3 pieces would be replaced. It was supposed to be sent overnight. It arrived 2 days later. It was the wrong color and they just sent the router, no satellites. I called the company and they refused to correct their mistake until I shipped their replacement back first, adding more time to the wait. I asked to speak to a manager/supervisor and the technician refused. As a result, I canceled my order. I will never buy a single thing from Netgear again when there is an alternative product available
I purchased the NETGEAR Nighthawk AC 1900 WiFi Cable Modem Router for my first home. The service provider in the area was Spectrum, and the NETGEAR box said Spectrum was compatible. I hooked everything up and started having slow internet to no internet within the first month. Getting 32mbps when paying for 200. I thought it was a Spectrum issue, not a NETGEAR issue, so I had Spectrum come out to my property to check the line connection (which I paid for). They told me the lines were "re-cleaned" and everything should be fine again. However, the following month, I called Spectrum back again because the issue was not resolved. They had me unplug and re-plug the cord back into the wall for a reset. This happened almost every single month for an entire year.
Finally Spectrum told me it was not a problem on their end but that they think it had something to do with my NETGEAR Nighthawk. I couldn't believe it because it was a brand new Modem Router that was top of the line at the store that advertised compatibility with Spectrum. I ended up getting an Arris to see if it was indeed an issue with my NETGEAR Nighthawk, and it was. The Arris worked getting us connect way over the 200 Mbps I am paying for. I have not had any issues with my internet since making the change. So it was NOT a Spectrum issue, it was a NETGEAR issue.
I've had the Arris now for 2 months and am loving it. I did call NETGEAR about my issue and they told me I missed the return policy by a few days and wouldn't help me after a 48 minute WASTED phone call with customer service. I had forgotten to register my NETGEAR product when I purchased it, so when I was speaking with the customer service representative, they registered it for me but wouldn't help me as a new customer. I tried explaining the situation to Best Buy - where I purchased the NETGEAR Nighthawk, but Best Buy said it was past their return policy.
Now I have wasted over $219.99 on a product that simply was not compatible with my service provider in which they advertise they work with and where the hardware may have technical issues. Not a happy customer and wanted to make everyone aware of my issue so they don't have the same. I found out a friend of mine in the area had the same issue and switched over to an Arris and haven't had any issues since as well. I will NOT purchase a NETGEAR product ever again. The product is trash and their customer service was even worse.
This is my 4th attempt calling and waiting for support generally 1 hour. Tried trouble shooting on our own after support service was not available. On the phone with customer service last night for 4 hours and person was not confident in trouble shooting. Did a reset of the router and the next day same issue. I pay for 200 mbps download connected to the ethernet with over 200 with WIFI router 7. This is absurd and frustrating as I lost valuable time studying and work. Please don't waste your time and purchase this product. You will not get the support customers deserve. I'm still waiting on the phone for assistance from 5:00pm and it's not 6:30pm. Very disappointed.
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