NetGear

Netgear claims to have a one year warranty on this product which I purchased on 10/3/19. It has failed and just quit working on july 22, 2020. I called the netgear support number and was told that the only way to have the warranty in play was to purchase a plan so that they could check it out. The plan costs more than the router! What sense does that make. They should be held liable for making false warranty claims. The serial number is 5jb28a7ka0306

I created a account Saturday July 18 using my yahoo email and selected a password. I then Ordered the router and paid for it with my card. Then I logged off. I got a email Saturday July 18 offering my a 10% discount on my next order with a code. See below.
Thank you for connecting!
Enjoy 10% off + Free 2-Day Shipping
on your next NETGEAR.com order.
Enter code PCY2-UU4V-53N4-DIP3 during checkout to receive your discount.
I decided to check my bank account Monday Morning and saw a pending charge for the order I made Saturday July 18. Then Monday afternoon starting at 430 pm to log in to check on the order. Netgear could not find my account using the login and password which Netgear said it could not be found. I did a lost password and Netgear sent a message that there was no account with my email that they had no problem with sending me the above email. I spent 1 and 1/2 total hours waiting for someone to help with this which the first person said there was an account from 2018 with my email that she found. I asked why she could find it but the your computer could not for me as a potential customer. She then sent me to technical help which told me he was sending me back to customer help. After waiting an additional 15 minutes on hold I hung up.
I have used your products in the past but your customer service SUCKS AND IS UNACCEPTABLE I will disputing this charge on my account and start looking for another company's product. I will be writing the CEO PATRICK LO in the morning.
Thanks for NOTHING

NETGEAR Nighthawk AX11000 WiFi 6 Router (RAX200) Ordered on 5/17/20 - Arrived on 5/22/20. Paid $489.93 after using a 10% discount they send me by email. I tried for hours to make it work. Tried looking for in-person support but nowhere in the site to find the number, I had to Google it. After hours of searching for solutions and going into their community, I found nothing but being directed to something else...A waste of time, 5 hours. Today, I called the support number 888-638-4327 and after 2 hours of being on hold a person/technician with limited English tried to help me for almost 2 hours and I was patient until he told me that the router was defective since he was not able to make it work. Then he gave me another number for refunds 866-202-8242 stating that he was not able to transfer me. I called that number and after being on hold for 3 hours and 26 minutes a lady took my information and told me that she was going to email the warehouse for them to issue the RMA and they will respond after the holiday due to Memorial Day. I just can believe that after losing 2 days of work because I was not able to install the router they did not even offer me a fast refund. The lady said they will only give me the money back after they get the item, even though she was able to see the notes from the technician stating that it was a defective router. They think we are stilling, in the same way, they were stilling from me by sending me a bad router that was not checked by their Quality and Control people. Do not buy from NETGEAR.com and if you want to buy a Netgear product buy it in a store where you can go back and return it directly to them.

after speaking with three tecs internet service still has not been resolved and having to buy an extended warranty to find this out. horrible way for anyone and myself being an ex navy vet to be treated. 0 star rating [censored] like this keeps up im moving to south america

First bought a NetGear cable modem (CM500) on 5/12/19 and a router (R6080-100NA) on 5/13/19 from best Buy. The router turned out to be a defective one which cost me 10 hours to figure out since it was hard to believe that my luck was so bad to receive a brand new defective product from Best Buy. I returned it immediately and purchased a different model from Amazon. Then modem broke down on 5/23/19 and I had to go to Best Buy again to get a replacement on 5/25/19. Within a week, there was no internet again in the house. I called Xfinity to do the troubleshooting and was told that it was due to the modem was unable to complete updating. The problem was solved temporarily until two weeks later - no internet again and this caused the security alarm system was not able to be controlled from the phone app while I was travelling. I returned home and did troubleshooting with Xfinity again and turned out this time the modem was not working anymore. I had to call NetGear tech support to do the routine trouble shooting before they could authorize a warranty replacement. My problem is that I don't want a NetGear modem any more because I lost my confidence in it and it has wasted to much of my time plus frustration. I want a refund. 3 NetGear products bought, 1 was defective, 2 broke within 2 weeks. It is indeed a scary experience.

Bought new WiFi extender from Amazon. It would not connect. Called tech he could not get it connected also. After 2.5 hours still not working. Said would have to download some software to make it work and if it didn't work I would not have to pay for it. Well it didn't work and after 2.5 hours tech said he had to get off work and would call me the next day. Set appointment for 2 the next day. I called back and said just forget it I was just exhausted with the whole process. Michael still called back the next day at 3 and I told him the same thing just forget it. He had started a download the previous day but when he said he had to get off work and after 2.5 hours I turned off the live feed and canceled the download. At that point he threatened me and I don't appreciate the fact that I bought a new product and it doesn't work and then he is going to threaten me to pay for something I did not receive. I hope this does not reflect the business practices of Netgear attacking your customers. I have bought several Netgear products over the year and currently use them now. If you have any questions you have my contact information.
[protected]

On May 23, 2019, I just called to tell them that I believed that their website had been hijacked. In setting up a Netgear extender that I purchased, the instruction booklet stated that if there was some difficulty in setting it up, to contact www.mywifiext.net. Which I did. I granted this person's request to access my computer to set my extender, thinking I was talking with Netgear support, only to find out later that it was a scam and cost me $399.99 for "lifetime firewall support." Which, I found later I didn't not need. When I called Netgear to inform them of what happened, sort of a FYI that their site had been hijacked, the lady would not even listen to what I had to say. I mean she actually refused to listen. I returned the extender and will not replace it with another Netgear. I never expected Netgear to refund the $399.99, as it was my stupid error. Just wanted to let them know what had happened to me so no one else would get caught.

Dear Sirs,
I have just phoned support with my mum. I am trying to get a RMA number so I can return a product which is faulty and I have had only 2 months. When we made the phone call we were transferred to 4 different people, we were on the phone for near 40 minuets even though having a case number says you should receive a higher priority and faster routing to a support expert. When we got through to the third person and they said they were going to transfer us, my mum complained we had been transferred to often and on that phone for so long. When they did transfer again to the 4th person they said the could not hear us and cancelled the call. We are no nearer getting a result of receiving a RMA number and are left wondering what we should do now as it costs to much to phone and be left hanging on for so long. We are not very happy about this situation.

Incident: 12 October 2018
Case # [protected]
Re: EX7000 wifi extender

Background:
On 10 Oct 2018, I received an email to update my Extender with a firmware update to help with speed & security fixes. I went ahead with the update because security is an issue these days. After the update, the Extender didn't work very well, the speeds were not good. So I did a factory reset. Then the Extender failed altogether & I couldn't get it to the router's home page anymore no matter what I did. I called Netgear Support & the rep endorsed a free follow-up for an engineer to call me between 12-24 hours & gave me the case number above. I was happy with the service up to that point.

Issue:
Fri 3pm, Netgear has not called. So before the weekend came I decided to call Support again & was greeted by a man with an Indian accent. He didn't want to know of the case # I had & just asked me what was wrong, then kept telling me the engineer could help for $75. I told him the earlier rep had endorsed the case as a free call to have an engineer go through the issue with me "step by step". He kept insisting there would be no free call & that the other rep was wrong. When I then questioned him more forcefully he mumbled something to someone else, I think in Indian, & hung up on me. I only asked a question, I did raise my voice only because he was not listening to what I was saying. The brevity by which he hung up & the rudeness he displayed made me think he was used to dealing in this way with customers.

I then rang a different support phone number & after waiting some time in a phone queue, another recorded voice told me to leave a message describing the issue & someone would get back to me asap. I left a message but inevitably no-one rang.

The second rep behaved deplorably & was a bad ambassador for an international company. Terrible PR. Not only that, he started with a $75 fee without even asking me if mine was new equipment or under warranty. This is money gouging on his part. This is old-fashioned complacency & appalling lack of human decency. I would complain to Netgear directly but their website makes it difficult to find a complaints email address. So I am complaining here. Their website too has support links that eventually forward you to a blank page - but product pages always come up OK. So it is very frustrating to try & navigate.

The whole experience with 'support' has been a disaster. In the end, feeling desperate, I got it to work by myself with much trial & error. A lot of hours lost but at least the Extender is now working. I'm tech-savvy & I had trouble. People who are not would just buy another product. All these units are not cheap & clearly for Netgear this disregard is another way they can make money because they believe themselves to be a #1 company.

Resolution: an apology, a credit or discount on any other of their products.

This is very basic: I had a power outage during a storm. After that the WIFI stopped working. Called Netgear and was told my warranty ran out 1 week prior. Needed to purchase an extended warranty before they could help. I couldn't access internet to check any Netgear help so I agreed. After paying $90 for the extended warranty I was told I needed to reset the router and they walked me through how to do it. I did the work at their direction.

Is purchasing an extended warranty necessary to tell a customer to reset the device and provide directions how to do it?

Mike Stewart

I tried calling them but they were very rude to me.
Crapy product and worst customer service.

I had the worst customer service ever with them. I talked to a guy called kumar and he was kind of yelling on me. He refused to even let me talk to his supervisor as I wanted to give my feedback as a cusomer. I feel humilated and helpless at this time.
I have been getting calls from unknown numbers after that and they leave me words that I dont understand in my voicemail. Please help

Hi. I just got off the phone with customer service. I was on the phone with them for 1hr and 16 minutes. At the beginning of the call, the automated service announced that there is free technical support from 90 days of purchase and after that there is a service charge for technical support unless Netgear was responsible for the issue. The agent and I were probably 45 minutes into the call when she realized that my router was no longer under warranty. She told me that I could purchase an extended 12 month warranty for $139. I told her that I would like to just pay for the technical support call which she stated would be $49 for 30 minutes. I assumed that the time would start at that point. I was under the impression that prior to that point all the test she was running was to determine if it was Netgear or me that were responsible for the technical support fee for the fix. At the end of our conversation, she indicated that we were already at 50 minutes. It was at this time that she transferred me to her supervisor to finish up the call. He told me that the charge for today was going to be $98 for an hour of service. It was at this time that I decided to upgrade to the 12 month warranty package for the additional $41. I am writing you today to let you know that I feel deceived. I feel that the agent should have let me know immediately when she did all the test to determine who was responsible for the repair. It was definitely not clear. I would like a $89 refund as I feel I was mislead. I will pay the $49 for the technical support call seeing as my warranty had expired but would like to be refunded for the rest. Thanks. Sincerely- Veronica Voloka

Case number [protected]: i'm still waiting for a replacement for several days. According to support they don't have them in stock and no definite day when will be available. They wont provide me an upgrade until now. The unit keeps on dropping and i have it for over 6 months. It started dropping around march but support always did a factory reset several times with no solution. I have lost my receipt but i was able to register the unit the day i bought it. Your response is highly appreciated!

thanks

We purchased the base station along with three cameras back in 2016. Since then we have purchased another couple of cameras. We have had problems with a few of them in the past, and have always managed to get the cameras changed and matter resolved.

Our most recent camera purchased earlier this year had to be changed and since then we have not been able to attatch it to the base station. We ended up removing said camera, with a view to re-attatching it but have had a constant problem with the base station showing a flashing Amber light, so we now have a problem with the base station. We have tried to escalate this problem via the normal channels, but we cannot get into the site to send the problem through.

We have tried to switch the box off and on, unplug it from the wall, re-boot it, changed the ether net cable which runs to the router. We have also contacted our internet provider to ask if they had blocked the signal to the base station, but they said it was all fine from their end.

We have been trying to sort this out for over a week. I have even managed to find a telephone number for Netgear, who said they would pass it on and that someone would call me back later that day. Three days later, no phone call.

We are at our wits end and need this system up and running ASAP. Please could you help us as we do not know how to get this issue resolved.

Many thanks,

Julie and Mike Galloway

I purchased the Arlo Security Cameras in November 2017. They worked okay until May 2018 when Netgear released an update. It has been a total nightmare since then. Customer Service has been the worse. I was routed to agent in Philippines and India that I could not understand anything they were saying. Recommend to anyone thinking about purchasing this product. DONT, RUN. DO not purchase this product. Awful!

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!

-----Original Message-----
From: NETGEAR Support [mailto:[protected]@netgear.com]

Thank you for choosing NETGEAR. It was a pleasure talking to you.

As discussed, all NETGEAR products come with 90 day complimentary phone, chat and email support from the date of purchase.

You selected to go with one of our self-help options and based on the symptoms that you are experiencing. Here’s what I understand your issue to be:

******TODO - UPDATE WITH SUMMARY OF CASE******

I would like to share an article that can potentially resolve your issue.

Title: How do I configure my Nighthawk router as a wireless repeater?
Knowledgebase URL: http://kb.netgear.com/en_us/24108 YouTube Video Link: ***TODO: Enter any available youtube link ***

In case you change your mind and would like to purchase one of our GearHead support contracts, please visit: http://gearhead.netgear.com/

Here are your additional self-help options:
1) Visit our website at https://support.netgear.com
2) Join our community at https://community.netgear.com

Regards,
Vincent Esplana
NETGEAR Support

Dear Netgear,

I need to get this off my chest because it is eating at me after receiving the above email. I have a huge problem with a company that only stands by its product for 90 days after the purchase, then wants to charge $45 for technical support or have their customers solve my problem in a forum. This will be my last piece of overpriced equipment that I, my family, friends or any one I see looking to purchase one of your products (If I can help it!). I am going to every site that sells this piece of equipment and give my honest review of this garbage product and customer service.

Warmest Regards,
Ex-Loyal Costumer

I went online to find setup instructions as my extender wasn't working. The pop up chat person said she would have tech support call me to help me with the instructions. Tech support took control of my PC and then proceeded to quickly show me various "diagnostic reports" indicating that I had fallen for phishing scams, clicked on bad links, went to bad sites, etc. and that these bad things were the reason my extender would not work. It didn't make sense what he was describing and I questioned him. He evaded my questions and showed me a slick graphic and told me for $99 he could fix it. I told him I wasn't prepared to have them fix it and he started berating me telling me I could not fix it, I needed them, nothing I did would make it work, etc. I had to spend some time researching it, but I did fix it. This scam that Netgear is perpetrating is shameless. STAY AWAY FROM NETGEAR.

On Thursday Feb. 23 my Vizio smart tv had a line through the middle of my pic. I got talked into resetting my tv back to factory settings w/o any knowledge that my smart tv would no longer accept my password on my Netgear router, which meant no matter how many times i tried it was useless. I was informed I had to call Netgear and again I was informed in order to fix the problem I had to buy a policy with your comp. in order to connect to the internet. I paid $130.99. I already paid for the router and felt as if I bought another 1. I feel as though I was scammed. But when I bought the Netgear policy amazingly "Rivi" put the same password in that was on my router it worked. I kept asking why? If it took the same password that was on my router for him, it should have worked for me. I am only a layman when it comes to computers but next time I'll think twice before I ever do this again, due to this unsatisfactory performance. Maybe Netgear should offer a one time deal in a case like this not $130.99. All I needed was a reconection nothing more.

I called for customer support. They orally gave me directions that contradicted they emailed for my return on a product. I called to speak to a manager and was on hold for over an hour and called back an was on hold for 2 hours and still was not connected.