Read the reviews below to see the experience other people have had when dealing with customer service from Netgear.
Experienced the same as others. Would not help me set up my router I was having problems with unless I paid for 1 of two plans. Told him that was not going to happen so then he offered a quick solution fix for a price. That slso wasnt going to happen. Was told I could return it. I feel people need to report this to the BBB there are many of us they try to do this to.
I have spent over 6 hours on the phone trying to get ports opened for my security cameras. Netgear router is less than year old and was told Netgear needed to open these ports but it is going to cost me $139. This is a rip off I will switch my $300 router before I will give them anymore money.
Our Netgear wireless modem worked fine for 2 years, then we ended up with very spotty connectivity. After an hour + on the phone with Cable provider tech support, they said it was the router and I needed to call them to get it switched to a different channel. I spent 45 minutes on the phone with Netgear tech support, after being on hold for quite some time. I was hard to understand the woman, and when she told me that she needed to take control of my computer to update the settings but it would cost $199, I said no way and hung up.
We purchased a number of Netgear ProSafe GS108Tv2 8 port switches. One of them failed recently. I removed the cover to find out why there was a mechanical metal rattling sound on the inside to find the cooling heatsink floating around inside the case.. These devices come with a supposed lifetime hardware warranty. The aluminum heatsink that cools the main Broadcom network engine is secured only by glue. This means over time as it is heated eventually the heatsink will fall off and the device will fail. Heatsinks MUST be secured by metal clips that are attached to the PCB. Netgear support gives you the run around about having to have your orig sales receipt or they will not provide an RMA. Needless to say this is very poor customer support.
All of these complaints about Netgear actually made me feel better, because I thought that I had really screwed up and gave access to some scammers posing as Netgear support. All of the stories reflect what I experienced. I can get the internet without the router, but not with the router. I never had any issues before, but they insisted that the issue was my stupidity in not paying for a good network security program. They said that I was spending too much on computer security programs like Norton, which they claim did little to protect me. However, for $119, they could rescue me. I said that I wanted to shop around, so could they tell me the name of their product and the refused. They told me that for just talking to them, I should pay them $145, but I never say any billing information nor agreed to pay for any support. This is why I thought that it was a scam artist trying to look like Netgear support. But, based on these stories. I was probably just dealing with typical Netgear.
Never again. If you have a NETGEAR product and something goes wrong with it, better you should just throw it out and buy another manufacturer's product. NETGEAR customer service - even for products still under warranty - is virtually non-existent. Oh - and if you call them on the phone, chances are very good that you will not be able to understand the tech. And he/she will be rude to you when you tell him/her that you cannot understand his/her language. Better yet...just don't buy NETGEAR in the first place.
The Netgear AP I purchased was/is defective out of the box. Netgear refused to provide any support so I purchased a Dlink part and got it to work. Now before I return the item I want to delete the private information it has stored such as the SSID and pass phrase for my network. Again Netgear refuses to provide any support saying that I should post my phone number and when I am home on the public network so they can try and fix the issue.
I am 10 hours into dealing with Netgear over a simple defective product out of the box modem. I have been taken advantage of a every turn.
Tech support is impossible to deal with and extremely hard to understand as it seems that everyone that I speak to, has English as a second or third language.
If you could please direct me to someone in support that works in the United States and not overseas.
I should not have to give my credit card information to Netgear to provide me with a replacement unit. They have the modem history and when the date I purchased it and they know if was defective out of the box.
They are more concerned with getting the defective unit back than taking care of the customer. They will under no circumstances replace my defective unit until I give them my credit card number as collateral for their defective unit or I send them the defective unit first. Then they say they will send me a replacement unit. The gentleman that I spoke to give me his word.
I told them that I give them my word that if they send me the replacement unit that I give them my word that I will ship the defective unit back to them in the prepaid box and envelope that they provide.
They told me that they can't accept my word for it, but I am supposed to take theirs.
I just got off the phone with NetGear support, I tried to get help installing my brand new Wireless extendermodel AC1200. After about an hour she concluded that I needed to pay them a minimum of $199 in order to change some setting on my computer, clean up my registry and Temp files, indicated that no one else could do it for me properly and that it was a one time offer, if I called back another rep would not offer me as low of price. It smelled like a scam and didn't make much sense to me. I'm not overly technical but to try and use scare tactics and insist the only way I can use their product is to spend more money? I also found them to be frustrating, she made comments about how slow my computer was, which I think was a setup to get me to think their was something wrong. If it wasn't a scam it sure smelled bad enough to make me cut the call off and worry that they messed with my computer while "fixing it. Be aware is my last comment.
Name: Allen Frank
ID no 129134MS
He said he was level 5 online, Location Essex, CT
?? This totally felt like a scam and he even hung up. This is so Crazy that they would think a customer would give credit card info to a stranger... I'm taking my unit Back. Never will I get a NetGear.
First off let me say that Netgears automated telephone service sucks, since I had to say go ahead about 40 times and then when I said (****) Crap it finally advanced me. Second off the customer service sucked, I went and bought a new internet extender and when I got back to my hotel room and try to make it work it doesn't. So then I call customer service and instead of taking care of the problem or telling me how to I have to register first, now this I partly understand but then they want me to send them a copy of the receipt for the purchase. So keep in mind I do not have internet service so can't just drop what I am doing and send it to them, second I would have to go outside and stand in the cold New York weather to try to hook up to the internet and send this to them. All I am asking for is a way to connect and I would have been more than happy to send this to them instead I get this guy who can barely speak English telling me I have to send them this before I can get service. I am now taking back this piece of crap that I bought and buying a different brand, hopefully with people that can speak English and don't give you a bunch of crap to get it working.
I called for help and got hung up on 3 times before getting a person on the line. Had a very difficult time understanding the lady. She kept asking me to unplug this and plug back up over and over then wanted me to download some program. We didn't feel safe doing this. The company that answered the phone was IYOGI. They said they do technical support for netgear. So trying to reach netgear is virtually impossible!! Their customer service definitely needs improvement!! So disappointed and will not deal with them anymore!!!!!!
My registration email confirmation says "Our trained Customer Support Team is here to assist you. Contact us via email anytime. It's unlimited and free for as long as you own your NETGEAR WNA1000." I needed support but they refused, saying support is only for 90 days. I quoted their own email but they would not help or explain. Now I have a worthless wireless adapter.
Purchased a GS748TPS switch from netgear. It was broadcasting it's MAC address as 11:22:33:44:55 and displaying it's serial as 111111111111. Tech support is slow to respond (once per day) over the course of two weeks. Then refuses to believe me that a MAC of 11:22:33:44:55 is not normal. Demands photographic proof of the sticker on the device for evidence. If he had been paying attention he would realize that every ticket he has ever worked on the MAC for netgear products begins with one of these six http://www.adminsub.net/mac-address-finder/netgear
He then proceeds to have me upgrade and downgrade the firmware over and over hoping that somehow magically after the first 4 times it will fix it. Will never buy netgear products again. The hardware is often faulty and the tech support is completely clueless.
Net Gear routers don't work, tech support was unhelpful and hard to understand, waiting time on the phone was long, I was never offered any price break for having to take the same model router back twice and the total of 3 hours on the phone and Net Gear's insistence that I make my cable company come put twice when I knew it wasn't the cable companies fault. I got a Motorola router and was up an running in 15 minutes with No being kicked off the internet.
I just got off the phone with NetGear support, I tried to get help installing my brand new Wireless extendermodel 6100. After about an hour she concluded that I needed to pay them a minimum of $179 in order to change some setting on my computer, clean up my registry and Temp files, indicated that no one else could do it for me properly and that it was a one time offer, if I called back another rep would not offer me as low of price. It smelled like a scam and didn't make much sense to me. I'm not overly technical but to try and use scare tactics and insist the only way I can use their product is to spend more money? I also found them to be frustrating, she made comments about how slow my computer was, which I think was a setup to get me to think their was something wrong. If it wasn't a scam it sure smelled bad enough to make me cut the call off and worry that they messed with my computer while "fixing it. Be aware is my last comment.
NetGear customer service provider destroyed my computer because i didn't want to fix my computer with them, they had me allow them access to my computer because they said they'd fix the issue i was having with my internet through it, and then he found some other issue and so he said either w fix the issue i didn't even ask about for$200 i didn't even have or he destroy my computer, and so i tried to get him off my computer and he destroyed it
Got a call today from a fellow, probably in India, telling me I was 3 days late in renewing my Netgear wireless service. He had all my information, including my expired credit card number. We no longer have a Netgear router and our service is through Comcast, so I didn't update my credit card information.
I work for a tech support center, about 33-50% of my calls regard a netgear router or modem. Its not uncommon for them to have problems withen the first year of purchase. Many of times when a cust has already talked to netgear they end up wanting to charge them more than its worth to fix it or they say that it has to to with the isp even when it has been rulled out. Anytime a cust asks what brand to buy i always tell them not to buy negear becuase their cust service is terrible and there products have to manny problems
