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1.7 122 Reviews

NetGear Complaints Summary

19 Resolved
93 Unresolved
Our verdict: With NetGear's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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NetGear reviews & complaints 122

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4:28 am EDT
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NetGear netgear router

Tried to install Apple TV on the wireless network. Customer service rep from India was virtually unintelligible and untrained. He insisted atthe beginning of the call that I either pay for one year service $129 or two years for $199. After an hour and a half and inability to help me he turned me over to a more expert person who was able to fix the problem in about 10 minutes. There was no option for a single call. I have since found out that there are single call charges.

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7:00 pm EDT
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NetGear unecessary charged

My son and I just got off the phone with Netgear customer service. What a joke. The tech demanded that we part away with $129 for a year of technical service of $199 for two years. I was appalled and asked the tech what criteria he was using to charge me this astronomical amount. He stated that the IP address was not working. I told him to repeat what he told me so that I could explain to my lawyer about their scam. He insisted that whatever we did, buy a new router, new computer, etc... this would not work. What a joke! I asked him if he could justify his demand of my handing him over my hard earned money. I told him I would just go ahead and buy a new router and let my lawyer know. Lo and behold, my Internet came on. I think Netgear is randomly switching off devices so that they can lure in the less suspecting folk to dish out their hard earned money!

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Humboldt7
Juneau, US
Aug 27, 2014 5:08 pm EDT

Please read this if you are planning on purchasing a Netgear modem and router. I had the same problem as the previous post and in my research this is what I found. We purchased both a router and modem because Best Buy claimed that we would have much better connectivity and higher speeds within a larger range of distance. We spent more money than what we normally would have because of this. To make a long story short, on their box they claim to be compatible with our service provider. We purchased item and they only offer 90 days "support" after purchase. This is what you need to know. Netgear has their own associated IP address with your service provider it is not your service providers specific IP. So essentially what happens is if your service provider changes their IP address, your router and modem will not work. When you call into your service provider they cannot give you support because NetGear has their own IP. I called Netgear to get support, and just so you know I have had the items only 150 days they told me that I had to pay either 120 to 170 to get any kind of assistance. I felt like I was on the phone with a sales person instead of a tech support person. I recomend that you purchase your modem and router through your internet provider because you get free support for items that you purchased through them. I did not purchase the tech/hardware support/assurance through NetGear and ordered a new one through my internet provider and all is working great and it was sooo mucher cheaper! Monopoly on either side? Provider or Netgear? Who is to say. Hope this helps!

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2:24 pm EDT
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NetGear defective product and customer service

I bought a Netgear router that was defective. I called Netgear twice and left them an email. You can not understand the techs. They said to return the router to Staples but Staples will not take it back. Now I'm stuck with a $70 router that doesn't work. I filed complaints with the BBB to no avail. Don't buy Netgear and don't shop at Staples!

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sevenstorms
Scottsboro, US
Aug 02, 2012 4:11 pm EDT

First of all let me say, that you couldn't pay me $70 to use a Netgear router. I would call it a lesson learned and move on to bigger and better things. Perhaps Cisco Systems.

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7:10 pm EST
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NetGear coustomer service

I will add my story to those of others who have encountered Netgear's technical support with bad results. I called tec. support to help get my n600 router up and was directed to a company called Yogi. This called produced good results and the router was up. The problems began when I tried to use the WPS to set-up a wireless extender and the wireless dropped out and I was only able to hookup to the Internet over an Ethernet cable. I call tec. support again, gave the the case number i was given and was told I would have to call a second 877 number. After I called and told them about the problem I was old I would have to pay for the service call to the tune of 178 dollars for a years service or 99 dollars for one session, now I am on my own trying to get my wireless printer up. I wish I had checked this site before I bought anything from Netgear.

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12:33 am EDT
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NetGear useless product and appauling customer service

i bought a netgear dng2200m router which reported to have a 3g option. went to the site to see which 3g dongles it supported. bought the router, then bought a compatible 3g dongle. did not work, router says not supported. rang customer services, and got through to India, after an hour of trying stuff i had already tried, he cut me off. so rang again and after 15 mins he said i needed level 2 support but no one was available and they would ring back, that was 2 days ago and guess what, yup no one rang. have returned the router and based on customer support and misleading information on the web site i will never deal with netgear again.I am contract purchaser for it companies and buy approx £8, 000 of kit a month, never used netgear befor and based on this episode, wont waste my time again.

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2222222
Tempe, US
Dec 20, 2013 12:37 am EST
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I bought a new Net gear router and phoned for help to set up router, In order to have the router installed on my computer I would have to pay 120.00 to 179.00 dollars, The support people kept repeating that in order for me to get the router installed I have to pay.

I am taking the router back and I will tell everyone I meet not to buy Netgear equipment.

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RichardoliveratStIves
St. Ives, GB
May 19, 2010 6:16 am EDT

I telephoned the technical support on the advice of the firm I bought the router from as I was having problems with the installation.
The man who answered was utterly useless as he barely spoke or understood English.
In the end after having to repeat myself several times over the simplest things I gave up in disgust.
I would be very reluctant to buytheir stuff again.

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12:50 am EDT
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NetGear customer service call hangup

Case #: [protected]

Dear Netgear,

The second person that "helped" me on my netgear router was terrible. The person was clearly not knowledgeable, and the person laughs at a customer's question because they were "confused". And keep repeating the same information over and over, then hung up on me.

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10:02 pm EDT
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NetGear bad support

New high speed router kept dropping connection to my laptop using the 5Ghz channel. I called tech support on Saturday, May 14, 2011 and spoke at length about the problem to a tech. They start every call giving their ID number very quickly, then confirm your callback number and email. I had this info in a previous "case" from installation problems. After about 15 minutes, the phone went dead. When I didn't get a call back or an email, I concluded the tech hung up on me, presumably because he didn't know how to solve the problem. On May 15, 2011 I called again and explained to the tech that answered what had happened the day before. There was no record of the previous call, confirming what I had suspected. The tech on May 15th said I could call Customer Service (same 888 number and select option 3) to make a complaint. They would be able to trace my earlier call to see who I had spoken with. But when I selected the customer service option, there was no voice mail option for complaints, or for any general purpose (just RMAs, pending sales, and for-fee tech support). What a piece of [censored] company!

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3:22 pm EST
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NetGear - customer service

We had a netgear wireless router for several years and it worked great. Then we started having problems getting bounced off. Son called for techical support. We were told that our warranty wore off, and after getting the model number, the advocate said that he knew what the problem was- we needed an upgrade. For $69 we would get the upgrade to fix the...

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11:07 pm EST
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NetGear gearheads service is abysmal

Netgear pitched the Gearheads service as the one-stop-shopping for getting any of my computer related problems resolved, to act as my IT department. I had two issues, one with a wireless HP printer, one with a Netgear router, and the Gearheads failed miserably at both. here's the most graphic example: my Netgear router loses the ability for WiFi devices to connect after running for a day or two, and has to be re-powered to correct the problem. The Gearheads told me that it was because of channel congestion, that channel 11 was a "bad" channel and I should switch to channel 5. That didn't solve the problem so I called back, and these "technicians" again told me it was because of channel congestion, that channel 5 was a "bad" channel and I should switch to channel 11. Wonderful, insightful, and proves they can't even read their own case histories. So I called back after discovering that the problem happened with a "v7" version of the router but not with the "v9" version. They told me, after asking a bunch of other irrelevant questions, that the problem was known, and that I should change the router's power adapter. Of course they won't supply a replacement power adapter because the V7 router is now out of warranty, nor would they offer any guidelines about what power adapter to get. Ultimately I have zero confidence that a power adapter change would make any difference anyway, so I've given up on Gearheads. Oh, and even though they assured me that they would be able to get my wireless HP printer working, when they sold me the Gearhead service, they also failed at that one and the printer is still connected only buy USB. They are awful.

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9:40 pm EST
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NetGear lousy tech support

Horrible Customer Service. This California company hides behind outsourced front people. Cheap Products! Wireless Router would not work and I could not connect to my internet wirelessly. Called Tech Support (Case Number [protected]). On hold for 14 minutes. Representative was rude and it took over two (2) hours. By the end of it all I still could not connect wirelessly and the Tech Support representative had managed to guide me through a process that managed to disable my Comcast Internet service coming into the house. So I was left without any internet service (not just wireless) and a rude Indian guys accusing that I never had Internet service to begin with despite having me visit NETGEAR.com with him on the phone about 1 hours earlier. I now have to schedule an appointment to have a cable service Tech come back out to my house because of NETGEAR. By the way, this was my 5th call to NETGEAR in the last 4 days. They were supposed to have someone call me back on 2 different occasions but it has never happened.

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sista mythili
, US
Nov 26, 2015 11:33 pm EST
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I had purchased netgear N150 router, which started working slow on first few days and then stopped working later.When i asked my service provider;he said me to troubleshoot the problem.Finally i have no idea, everything turned out into chinese language on my laptop screen.Which i have no clue about chinese language.I found out it to be a defective piece.netgear should not be in top 3 best product.It's just wasting your money by purchasing this product.

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lldanj
Bay Area, US
Jan 07, 2011 7:06 pm EST
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I had similar terrible customer support from Netgear. I did get a San Jose area customer support number. You might try calling it: [protected].

Good luck!

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ScienceGuy
, US
Jan 05, 2011 11:15 pm EST

They build crap equipment. Looks flashy, but they burn out fast. I went through 2 different wireless routers before I switched to a Cisco product that works fine.

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7:17 pm EST
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NetGear pathetic product, pathetic support

Received a Netgear router to replace my (working) LinkSys router - from Dell, to try to determine why my new Dell, when started up, drops my other 5 computers off my wireless network. Prior to testing with the new Dell, I configured all my other computers on the wireless network, to make sure everything worked. One of my Macs, and older one, doesn't work with the Netgear router, with WPA enabled, although it does just fine with the LinkSys router.
I had to call Netgear "support" 4 times in all, each time going through the same newbie questions - who's your ISP, who made the cable modem, etc. etc., and describing the problem in detail, only to be asked the same questions repeatedly - even with the same support rep! Quick question - who makes Mac computers? anyone? 2 of the 4 Netgear asked me this. The most recent one asked me to connect via ethernet, which I did. Then, he asked, is there anything else I can help you with? I politely informed him that that was *not* the problem - I want to use it wirelessly. He then informed me that I should contact Apple support, and stuck with that, even though I told him several times this exact same computer works fine with the LinkSys router. I finally asked for a supervisor, was told he was busy on another call, I told him I'd hold, and was told again that the supervisor was busy.
I told him this is completely unacceptable support, at which point I was placed on indefinite hold.

This router is going to be donated to someone who either has a heterogeneous Windows network, or who doesn't care about securing their network. I'm going back to my old LinkSys router, or possibly a new SMC (which I used successfully for years until it finally died).

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12:28 pm EDT
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NetGear bad customer support

I bought a netgear wireless router dsl modem combo and had to call tech support. The support was so bad I wasted hours and they did not help me. They told me a one point my ethernet card was bad and my problem was unusual (right). I got it to connect to the internet myself and called back to get help seeing other computers through the router on the network. They told me to call microsoft and they could not help me with that problem. (The reason for buying is to share resources on the network). What a bunch of clowns.

I took it back and got a ehome router that worked without me having to call anyone.

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1:48 am EDT
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NetGear netgear

Truely terrible non-responsive customer service - don't waste your time - buy another brand.

I spent, just today, 7 hours I'll never get back, trying their (NETGEAR) suggestions including calling the other company who's equipment had to work w/NETGEARs router, and that company's tests stating NETGEAR actions hadn't gone through and having to call NETGEAR back ea time - always, it being insisted we start again at the very beginning and repeat everything already tried - again. When I asked for a NETGEAR supervisor some 6+ hours into this, I was told there were none available and they wouldn't be able to reach any at all "now". Thirty minutes later with the same latest rep, I was told all efforts at trouble-shooting had been attempted on their end and could I just call back another time. This time when I requested a supervisor and mentioned the complaints I was then reading online, I was asked to hold and another man came on the line admitting he wasn't actually a supervisor just another technician - he ultimately also asked me to try something requiring contacting another company altogether and call NETGEAR back only if that company couldn't fix the problem for me. This is after they (NETGEAR tech) tested the other product theirself and verified it was networked and communicating just fine - but it still couldn't be their router - also, the question was never addressed as to why the outside test sites not releated to any specific company or product showed NETGEARs router to be the problem regardless of what NETGEARs site configs said.
Terrible!

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2:37 pm EDT
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NetGear terrible customer service

I purchased a Netgear RangeMax Wireless-N-Router, model #WNR834B from WalMart April, '09. I also purchased 1 yr. replacement plan. In May, '10, the wireless stopped working properly. I called and emailed and called and FINALLY 10 days later received a call back. The tech told me that he had no idea what the 1 yr. replacement plan meant, it must be a WalMart thing. (I took it back to WalMart who told me it was a Netgear thing) If I had contacted them before the 1 yr warranty ran out, they would have dealt with it but the replacement plan was not THEIRS, This particular Netgear product is NOT quality.

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NetGear fraud?

Bought Netgear router about 1 year ago. My internet service was suddenly not available. Called Netgear and was told to call Gearhead with problem. Gearhead very rudely informed me that there was a fee of $99 to continue service and warranty had expired. This is the first time I had heard of service fees for this product. He insisted on a credit card number at that time. I said that I wanted to discuss with my husband first. He informed me that if I called back there would be a $39.99 fee for them just to talk to me! I bought a new router--obviously a different brand, and now have even faster internet.
Kay

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monica2
West Orange, US
Jun 13, 2013 11:55 am EDT

I went through the same thing but I cant seem to get the Internet to work with other wireless. Can you tell me what you did?

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TTom
, US
Apr 02, 2011 5:49 pm EDT

I had this exact same experience... Seems like the router purposefully goes offline forcing you to call and then pay for extended technical support. I paid for the support but like clock work every 2-3 months the exact same issue happens all over again! This must be fraud!

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2:28 pm EST
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NetGear rip off

I had a NetGear router and wanted to set up a home wireless network. NetGear talked me into paying for a one-year service contract for $99.95, which would cover complete technical support via phone for all my electronic devices. After paying, their technician was unable to help me and told me I'd have to buy a new router. I then asked for a refund and was told not only would it take 21 days, but also that I could only get a partial refund because they were deducting a service fee for my having talked briefly with the technician. I want a full, immediate refund. There's no justification for holding my money for 21 days, nor for charging me for non-existent service.

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Rob Day
, US
Feb 28, 2017 7:06 pm EST

I am a reasonable consumer who almost never complains about any product no matter how awful it is, I typically just decide not to buy from that manufacturer again, but I have become so livid with netgear, their useless products and terrible service that I am now absolutely ready to make it my life's work to cost them as much money as possibe at any cost of time or legal expenses to me personally.

The N450 cable modem and combined wireless router (for example) is defective, Netgear knows it, and they are still selling it. That's reprehensible. 10 minutes of searches on the internet finds HUNDREDS of complaints from owners of various netgear devices that have stopped working. If netgear thinks that there will be no legal consequences to that, they are living in la-la land. I'm looking for a good class action lawyer now so that I can cause some pain for netgear just as they have caused pain for their customers.

In the unlikely event that readers of this forum ever hear back from netgear in response to a complaint, do not listen to any of their "support" team's excuses or attempts to fob you off with a replacement unit of the same model, becasue the replacement will certainly be just as crap as the one you have now. The problems with this router are not limited to a few isolated machines, it's a systemic issue that probably affects 100% of units used with most cable internet providers. The Magnuson–Moss Warranty Act specifies that you can opt for a refund instead of a replacement. Feel free to look up the relevant US laws: 16 C.F.R. Part 700.

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parry
Lisbon Falls, US
Mar 24, 2010 9:11 pm EDT

i have 2 netgear routers one for wireless service the other for printer services after less than a year they just stop working. won't reload with there software. I've tried all there simple tricks and then I went to there web site and was told they would answer each email question for $16.00 per question where they would help or not. I guess not to buy any netgear for they do not support there customers only big fish and no support for little guy.

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sickofoutsourcing
Vancouver, US
Jan 07, 2013 5:38 pm EST
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Good grief! I wish I would have never purchased this router. Customer Service is overseas and you can hardly understand them and the connection is terrible. It's bad enough you can't understand them, but not to hear them!@#$%^&* I am contemplating returning this item back to Amazon...WHAT A JOKE!

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NetGear dropped connections

On 10-16-09 I purchased NetGear WG 111 Wireless-G USB 2.0 adapter ... from the get-go it would not maintain connections to the net. Several hair-pulling technical support calls and downloads later given by speech impaired idiots ... the problems was not resolved. I went thru months of their garbage. Every time you call ... give case # ... they say a new download will resolve. .. of coarse .. it doesn't. Today [protected]) ... was told the product is now not under warranty ... I just blew-up. Told them this has been an ongoing from day 1 .. asked what they were going to do ... got the same old download will resolve. Told them I wanted a refund .. product never worked ... They of coarse won't issue a refund. I contacted the store I purchased it at ... explained the situation ... although well past the return status, they issued me a store credit .. I purchased a Belkin wireless-G (for less money than the NetGear) Lo & behold I'm up & running ... have been on for hours with no dropped connection. The bottom line ...DO NOT BUY NETGEAR products ... their service rots ... their technicians are useless ... I'm now looking for a website to join the class action lawsuit against them.

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Capt Fritz
Worcester, US
Feb 21, 2010 1:49 am EST

I've never had a problem with netgear, from the PCI port wireless reciever to the bunch of netgear wireless and hardwired routers i've gotten from them. Sometimes its not the service or the downloads, but that some products are too old (when bought on discount/second hand/ebay), and newer products seemingly can't sync with older equipment or even newer stuff!

Belkin is a good second, however they have problems with the ac power adapter, as well as range cut outs.

Heres a tip, instead of calling customer service, try the plethora of "tech support" websites. I've not only been able to keep my 7 year old laptop from going belly up with custom driver upgrades from Omega Drivers, but found rare and exact downloads that not only fix my problems, but can improve future situations.

At least its not Linksys, their products are not worth the screws they put in their overpriced products.

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NetGear - lousy support, poor product knowledge, fraudulent sales techniques, very long wait times and dropped calls and no resolution

Called support at Netgear on 12/28/09. Was told product not under warranty. I was cut off from the conversation. I called back with a different telephone number as I tried previously on the original line and was dropped by Neatgear's telephone system. WHen I called in on my cell phone, my call was routed. Once connected again, I was instructed to call...

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NetGear faulty product

Now I have to ask you this, how does the customer know what these gudelines are unless they purchase your product and open the box? Once a consumer makes this purchase and opens the box then it can create a situation where the store will not take a return. That is their decision and not Netgear. So a consumer is now left with the option of keeping a defective product or pay to return it to Netgear. This is where I think this information is very useful. While the California Attorney General will not consider individual complaints, he may now consider this issue as it would apply to potentially thousands of unsuspecting consumers across the United States. By your statement consumers are considered to have entered into an agreement with Netgear however, only Netgear is aware of the details of that agreement when the agreement is entered into. I think the Attorney General might find this to put Netgear at an unfair advantage over the consumer. While you attempt to justify your position by stating that "Our shipping is comparable to that of other companies in the industry." only supports the position that I will presnt to the Attorney General. Not only is Netgear creating an unfair disadvantage to the consumer but other companies in the industry are doing so as well. I see a potential for class action status in this situation. With the idea that consumers have about big business in todays economy I do not see it as being difficult to prevail in any type of legal action. Now I am sure Netgear and it''s high paid attorneys will disagree, however I don''t have anything to lose and Netgear stands to possibly lose millions in class action as well as other companies that could be included. Now if Netgear does not care for their customers anymore than to continue a deceptive and unfair practice then I will certainly have no problem making the complaint with the California Attorney General as well as the California Consumer Complaint division.

I already have a complaint registered with the California Better Business Bureau and I will certainly forward the information you have given me to them. Netgear has the opportunity to step and make this right if they would only choose to do the right thing.

BTW, the dictionary definition of advocate is a person who pleads for or in behalf of another. Therefore you are not a customer care advocate, you are a Netgear company advocate.

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NetGear router dg834n

This is my letter to their Chief Executive:

Dear Sir

Formal Complaint in Respect of Netgear DG 834N and the Complaint Handling Procedure

I am writing to formally complain about the quality and reliability of the above equipment and how the complaint was handled by Amel your Customer Service Manager for the EMEA Region of your company.

I purchased this equipment in January 2017 from a Computer Fair in Birmingham and some 4 months later I started to have problems with it inasmuch that it would not restart if the power was interrupted. In order to establish communication with your Support Desk I had to purchase a Belkin Router which luckily I have retained because the Netgear Router failed on a number of other occasions. Your Support Desk have now confirmed that there is a “hardware problem” and I communicated this to you shortly before Christmas.

Since sending the communication for your attention I have received a reply from Amel your Customer Service Manager for the EMEA Region who has been less than helpful and has now stated that he is copying the correspondence to your Legal Department. This has happened following some research that I did that indicated that many other customers had experienced the same problem and one had been informed that there was a problem with this model.

I find it difficult to understand why a company with your reputation would market equipment with this type of problem and not be willing to do something about it, even if it was out of warranty, and I find it even more astonishing that your Customer Service Manager has acted in such an unprofessional manner. If you wish to go down the legal route I would be more than willing to meet you in the Small Claims Court and for the evidence to be considered there but I wanted to be sure that this was the course of action your company would wish to take.

I look forward to hearing from you as a matter of urgency.

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Erdinc Kaya
, TR
Jan 08, 2010 1:54 am EST

I bought a wireless modem from Netgear as a gift for my brother, who lives outside the country. I bring it to him at my first visit, and it was simply not working out of the box. Requested help from local Netgear support partner, and they tell that they are not authorized to repair a unit that is bought outside the country. I contacted Netgear support, and they simply don't understand what I wanted, no matter how many times I tried to explain that I am not asking for a replacement or refund, but a repair. They simply seem to have a policy preventing a unit that cannot be even repaired out of the country of original purchase. Now we need to bring this unit back with additional cost of shipment, since I will not be coming back soon.

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Runaaw
, US
Apr 14, 2010 3:09 pm EDT

Bought an Air Card USb G-Router from Best Buy. PAckage contained a disc to upgrade drivers for Verizon's new UM175 Air Card. Disc did not work. Customer service was a night mare. Talked to India, I think. Strong accents and could not understand each other. Techs were also poorly trained on the product and how it works. DONT BUY NETGEAR !

BUY CRADLEPOINT. IT worked without a hhitch.

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Lonewolf
, US
Oct 19, 2010 1:11 pm EDT

I bought a netgear WGR614 about 9 months ago it worked great for awhile then started lagging real bad online i called but they wanted $30 more dollars to take care of the issue for that price i could buy another...i would suggest to any 1 to buy some different router unless you want to pay them to stand behind their product...for now i can only use 1 pc a a time and kids go with out until i find a product that the supplier will stand behind...i am tired of company putting out a product that they will not stand behind because they know it is worthless.

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RRA SYSTEMS AND SERVICES
, IN
Apr 03, 2010 1:18 am EDT

S/N: *1UM8957E012BA*
MAC: 0024B27DFB3C

NetGear Customer Reviews Overview

Netgear is a well-known brand in the networking industry, offering a wide range of products such as routers, switches, and network storage solutions. Our analysis of Netgear reviews shows that the company has received positive feedback from customers for its reliable and easy-to-use products.

One of the key strengths of Netgear is its user-friendly interface, which makes it easy for customers to set up and manage their network devices. Many customers have praised the company's customer support team for their prompt and helpful responses to queries.

Netgear's products have also been commended for their high performance and stability, with many customers reporting that their devices have been running smoothly for years. The company's routers, in particular, have received positive reviews for their strong Wi-Fi signals and fast speeds.

In addition, Netgear has been praised for its innovative features, such as parental controls and guest networks, which allow users to customize their network settings to suit their needs. The company's network storage solutions have also been well-received, with customers appreciating the ability to access their files from anywhere.

Overall, Netgear is a reliable and trustworthy brand that offers high-quality networking products with excellent customer support. Its user-friendly interface, high performance, and innovative features make it a popular choice among customers.
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Phone numbers

+1 (888) 638-4327 +1 (866) 480-2112 More phone numbers

Website

www.netgear.com

Most discussed NetGear complaints

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