NetGear
Reviews and Complaints

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).

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.

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!

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.

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

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.

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.

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.

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.

After spending roughly 2 hours on the phone with Netgear's so-called "IT Customer Support, " I have come to a very negative conclusion. What is the point of having Customer Support/Service if every person there doesn't understand what you are saying and mutters comments in their language while you are trying to get help?

We purchased a router from them two years ago and it is an expensive piece of crap. They also offer no technical support for their faulty products. After wasting my time I was informed to purchase another (expensive) crappy router that they manufacture.