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Netgear / terrible customer support

1 United States Review updated:
Contact information:

This company customer support is terrible!! I sent over 2 hours on the phone with them and they told me to goto email support. It took a week to get a response via email and none of the links they gave me to fix the problem worked. I called again and told them they had a problem on their end of customer support. They said they could only help me if i purchased support - even after saying my problem could be fixed for free via email. And they hung up on me!!!

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  • Aj
      1st of Aug, 2008
    +1 Votes

    This is ultimate:

    Case # 7381334
    Problem Functionality
    Cause Need new category
    Status Open
    Notes
    6/28/2008 7:36:00 PM
    Hello,

    With this router we are sharing Internet connection with 2 PCs. Our ISP is Reliance Broadnet.

    if we are directly connecting the PC to our Internet service we do not have any issues with downloading updates or accessing any goddman site on Internet.

    However when we connect through router we receive error message while downloading updates or validating windows and thge major problem is that we are unable to access some sites. We receive error that page can not be displayed or server not found (in firefox).

    Just to cross check if it is issue with the site we tried connecting directly without this ### router and yes the sites works perfectly. The site I m bothered about is http://blog.techiezone.in and it is my personal blog so I need to access the site by any means. I never had any problem as long as I was using a D-Link router but this ###in netgear thing has screwed my happiness.

    I want a resolution to this as early as possible.
    6/28/2008 7:53:00 PM
    Agent ID: 1360

    Dear Ajay,

    Thank you for choosing NETGEAR. My name is Rajkumar and I will be assisting you in this case to resolve the issue

    I understand that you are unable to access some website through the router. We will be working to assist you in resolving the issue you described. Because we are doing this online it may require a few mail exchanges before we can resolve the issue. We will do our best to help resolve your case at the least possible time.

    This issue can be best solved over voice so that we can try a few settings with you to fix this issue.

    Please contact our voice support at the number given below and we are operational 24x7.That would be the better choice for you to get the appropriate answers for your questions.

    Toll free: 1800-425-4327 (BSNL & MTNL)

    Chennai: 044-42087477, 044-24986032, 044-24986107

    Delhi: 011-41678904

    Please feel free to contact us again if you will require further assistance.

    Please feel free to contact us again if you will require further assistance.

    A system generated e-mail will be sent to your e-mail address to inform you that we have responded to your inquiry. Please DO NOT REPLY to the e-mail sent to your e-mail address. Instead, If you want to reply to the message above and have additional query, please click "no" when the system ask you "Was your problem resolved with the information provided by the NETGEAR representative above?"

    When you select YES, your case will be closed and a separate e-mail containing a survey link will be sent to you to measure your customer support experience.

    Thanks again for choosing NETGEAR. Have a great day!

    Sincerely,

    Rajkumar
    Technical Support
    NETGEAR, Inc.
    http://my.netgear.com


    ***Please be aware that your case will auto-close after 7 days of inactivity***

    Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click on this link:http://kbserver.netgear.com/kb_web_files/gearhead/GearHeadSupport.html
    6/29/2008 1:58:00 AM
    Just to tell me to contact ur support via phone it took me so much time. U could better provide all phn numbers on the contcat page.
    6/29/2008 2:40:00 AM
    Agent Id: 1436

    Dear Ajay,

    Thank you for writing back. My name is Lavanya and I am following up on your support case.

    After reviewing the information that you provided, I think I have a better understanding of your issue. Here are some troubleshooting steps that I suggest you try:

    Based on the complexity of this case, it may be appropriate for me to seek additional resources. I recommend escalating your case to the next level for further review and response. We will get back to you as soon as possible.

    This message is for your information only. There is no additional action needed from you at this time. The next level support engineer will update the case and you will be notified.

    We have forwarded this issue to the concerned department, please allow them 24 to 48 hours to respond to you.

    Thanks again for choosing NETGEAR. Have a great day!

    Sincerely,

    Lavanya
    Technical Support
    NETGEAR, Inc.
    http://my.netgear.com


    ***Please be aware that your case will auto-close after 7 days of inactivity***

    Did you know that NETGEAR provides support for your home networking devices and PCs? One-stop solution! No need to call multiple vendors* for support. If you would like to learn more about the NETGEAR GearHead services please click here - http://kbserver.netgear.com/kb_web_files/gearhead/GearHeadSupport.html
    8/1/2008 7:56:00 PM
    What the HELL???????????
    I HV NOT BEEN CONTACTED BY L@ SUPPORT EVEN IF IT HAS BEEN ESCALATED 40-45 days back.

    Now the issue is worse...I can noit access half of the site iunless and until I add the site name with IP address in my host.txt file.

    I WOULD LIKE TO GET A REFUND FOR THIS ### ROUTER U HV GIVEN TO ME.

    AND DONT U PPL FIND IT FUNNY THT WITHOUT BOTHERING TO REPLY TO ME ABOUT THE ISSUE I WAS SENT A SURVEY FORM. AND IF U GUYS HV REALLY GONE THROUGH THE SURVEY FORM STILL U COULD HV BOTHERED TO REPLY TO ME.

    NOW MY FINAL STEP IS TO ESCALATE THIS ISSUE FORM YOUR STUPID CALL CENTER TO ALL AND EVERYONE IN NETGEAR HIREARCHY.

  • Cc
      8th of Aug, 2008
    +1 Votes

    Warranty sucks. Wireless Adapter seperated by itself. They tell me warranty does not cover this because it is physical damage.!!! It was cheapely made. It should not have seperated itself. They should really make a sturdy wireless adapter.

  • Og
      30th of Aug, 2008
    +1 Votes

    Netgear are a waste of life, I spent an hour on the phone trying to change my LAN setting and when they couldnt do it they hung up on me, when I phoned back some other idoit told me to down load new firmware for my roter then hung up, when i checked out the download it was the wrong type so I was back to square one after calling idia off my mobile phone??????nice one diK heads!

  • Ma
      13th of Oct, 2008
    +1 Votes

    I had a problem and after much frustration and inability to understand the tech support person he did appear to fix the problem. Asked that I fill out an email that would help him. I did this but the next day the wireless was again unavailable. This time the tech said to fix it right I would have to pay. I asked to talk with a supervisor. He said that he was in a meeting but would call. The next day I called again and asked to speak with a supervisor and was told that someone would call me soon. I said if it was after 24 hours that I was going to buy another brand if I had to pay for support for a product that was less than 4 months old. The reply..."have a good day!" I am going to purchase the Linksys which is supposed to be better. It's a little more costly but I have an addition 2 more of the Netgear wireless products to return that I had bought for 2 of my sons for Chistmas presents.

    I am sorry I didn't read some of the blogs out there before purchasing the first time. Will do so in the future.

  • Ge
      23rd of Nov, 2008
    +1 Votes

    Thanks USA for again sending out your services to another country of TECH's that barely speak english. Trying to understand what they are talking about is a nightmare in itself.
    Like other posters, I started out with a Linksys...hooked it up and it worked perfect. The netcrap can't seem to get a signal at all. Of course the tech support, with the communication problem has no fricking idea how to fix it. Well, she did say I could "probably route it through the linksys system and make it owrk". Great...so actually, i'm still using the linksys anyway.

    I have an AT&T router on the first floor of the house where service enters. It sends out the wireless service to the rest of the house. This computer and router are on the 3rd story of the house. Again, as I post this, I'm connected via wireless with the linksys. So it works fine. How do I make my computer recognize the other unit for it to connect?

    Any ideas?

    I am not a computer tech..so I definitely need basic laymans terms. Even in saying that, in hooking up the linksys, I had no problem, nothing like I'm encountering with this brand.

    Thanks

  • Ni
      20th of Feb, 2009
    +1 Votes

    I just want to let whom ever handles the complaint's that I am very dissatisfied with The Netgear company. I purchased a wireless router at the end of 2007, I just purchased a new lap top and when I tried to set it up with the router it was asking me for my passwork. I put in what I remebered (which was correct) and it was telling me it was incorrect. I placed a call to tech support for them to tell me that my warrenty was up and they could not give me my password only if I paid $38.00. That is absolutly absurd! I already paid for the product and all I need it my password and they want to charge me for it. After being on Customer service for tech support I asked to speak to a supervisor "BOB" and not only did he not assist me he was completly rude to me. After dealing with him for about 10 minutes I asked to speak to his supervisor and to get me off the phone he told me to call the number I just dialed to get to him. "Bob" then put me on mute for about 5 minutes without saying a word, then after all that he trasfered me back to the main number without letting me know. I am going to look up all the reasearch I can on your company until I find out who I can speak to to get my issue resolved.

  • To
      13th of Jun, 2009
    +1 Votes

    I argreed, yep support go to india after hours, and to show how incompetence these guys are, could not understand what they are saying.

    disappointing really

  • Gi
      15th of Jun, 2009
    0 Votes

    I agree with all above. Netgear has some serious issues with it's support...I was told wrong information, hung up on (when I asked if they were from India)...spent several hundred $$ on their equipment but will never buy from them ever again... Their equipment might be good but that is certainly overshadowed by their 24/7 non support center. IT is a JOKE. I hope that others read this and then go somewhere else for their purchases!!!

  • Ap
      23rd of Jun, 2009
    -2 Votes

    All people who have posted comments here are only 0.0001 percent of total customers... Others are happy because they have positive attitude towards INDIANS... Grow up ...

  • Sh
      25th of Jun, 2009
    -1 Votes

    my name is Jamal from Netgear technical team. Most of the complaints here came from the people who doesn't understand networking, computers and some technicalities. they really need to be spoon feed! Cant your read any instructions or manuals? pathetic! :P

  • To
      28th of Jun, 2009
    0 Votes

    "Shanikaya" Calling customer Pathetic i hope you get fire !

    This is my scenario:
    I use a lot of netgear products for me and my Customer.
    and most of my customer have ADSL with fix IP.
    so this is the gear i am using most of the time, speedstream "siemens" modem(optus supply) and the fvs318 or fvs338 sit behind it for routing and VPN.
    i do lot of Point to point VPN. (one office to another using two netgear)
    one customer of my have a DG834GUV5 with Optus supply, all i wanted to know was can the DG834GUV5 put into full bridge mode ?.
    and each time i call, i got diverted to India most time.
    the answer i got from the Indian support team was, Sir you really need someone, who know what they are doing ... at this point i got a bit upset, not that i have not have my answer but i felt this guy calling me stupid, and trying to tell me what i need to create a VPN, and he go on and and on. and yet most of the time i could not understand what he trying to get across.
    not until my fourth call, i got answer saying " no Sir you can not, because that particular model belong to Optus, and you can not put it into Full Bridge mode". fair enough i said "that is all i wanted to know, Thank you, and Good bye" .
    My point i am trying to get across to you "India Netgear'S team is DO NOT assumed every customer is Stupid, Listen to what your customer saying?????.
    I bet most of you guys never actually been out in the field and have hand on experiences to set up these thing, all you had was just a few months of theories and yeah here is the headset "Jamal" sit here and try to support neatgear products.

    Very Funny

  • To
      28th of Jun, 2009
    +1 Votes

    Nicole Clancy,

    Mr Google is your friend.
    Netgear could of tell you to connect to hard-wire connected to your router and log in as, admin is the a user name and password is a a password.(if you are asking how to log into the router). that if you have not changed the login password at the beginning. or the last resources
    reset the bloody router.
    How is netgear going to give you a login password if you already changed it.
    and trying charge you $38 dollars is PATHETIC !

  • Te
      30th of Jun, 2009
    0 Votes

    Exactly! ^_^

  • Te
      30th of Jun, 2009
    0 Votes

    you really don't need to call for support if you know what you are doing.. ^_^ google is your friend? Right Tom?? :P

  • To
      1st of Jul, 2009
    0 Votes

    Tech guy, did you read my scenario? Mr google won't help me in this case, as the router netgear made for OPtus, so there won't be any firmware or nothing be available on their website to support it. I thought
    Netgear would help or know thing about it, that i don't, but no..
    That was a total waste of time calling netgear and found they are very rude with the customer.. my mistake that i called :)

  • To
      1st of Jul, 2009
    0 Votes

    and you are %100 right "tech Guy" you don't need to call them :)

  • Qu
      1st of Jul, 2009
    -1 Votes

    I'm a network admin and your all ###s... All the information you need is on the net but your too stupid to find it your selves. I have several netgears that work perfectly (because I'm not stupid). But your ignorance fules our econmy, so, rather than call netgear, pay Best Buy 200 bucks to come to your house and explain to you what cable goes where, what a DNS server is and how to set the session timeouts (first posters problem) before they leave twenty minutes later...

  • To
      1st of Jul, 2009
    0 Votes

    Now now easy Bob!, Not everybody smart as you are :) . Netgear should expected that :) .

  • Te
      5th of Jul, 2009
    0 Votes

    hahaha! nice BOb!

  • Mb
      1st of Oct, 2009
    0 Votes

    I wish I could get back the 2 1/2 hours of my life back I spent on the phone with these idiots.

    After they could not fix the problem with their router they had me check to see if I could access a neighbors wireless router. I was able to and then the girl said "Well now that you are connected, please give us a call if you have any other issues.

    What a load of crap. Then I asked for a supervisor and after asking for 15 minutes the same girl came back a tried to change her voice to sould like someone else. Dot-Heads have a hard time changing their voices.

    Now I have a brand new Linksys and hope it works better.

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