Read the reviews below to see the experience other people have had when dealing with customer service from Netgear.
I have purchased a Netgear DVG1000 when I connected to a ISP provider. There are features on the router that I was interested in including a media server function. When having issuing getting this particular function to work. I contacted netgear customer service and was informed that even though they manufacturer the product they do not support it, and I had to call my ISP. After speaking to my ISP I discovered that they have no knowledge of the functions available in this product and to o back to netgear as it is a feature not relating to internet service.
Netgear will not support they own products. do not buy netgear as they are a waste of time.
i use netgear but i have one problem i did not understand where i go thats why i am writing this i have netgear router but main problem i lost his antina now it is not worked so i want to know how i will get that antina
shall i change complitely or its availabel some whever
Message to all Customers
************************
*First stop blaming the technicians of any support regard to Netgear ,Belkin ,Apple or Microsoft.
Once you purchase any product first read the terms and condition of the company policies(As process) then read the manual for product knowledge.
*Please stop blaming the techs,actually their trying to help but all the customers Post ,"i couldn't understand what the tech is saying" its not agents or techs failure its customers failure,Reason:Customer always speaks to agent through speaker phone not through receiver,this is main reason ,they say i could understand .
Avoid talking to agents through speaker phone
somewhat you can understand.
*More over have basic knowledge about the computers, Best example one of the customer said “i am using the computer for 5+ years still don't know what is the OS version of their computer whether its win 8 or win 7 in worst case some customer says their OS is win 6 instead win vista.
*Customer has to remember Technical Support Executive are actually Technicians not Magicians .
They can't fix the issue instantly without probing questions related to customers issue.
*Avoid using S/F words ,since its professional call. More over agents are not Bond Labors.
*Understand the difference between modem and router and Many customers thinks techs from router support can control or disable the internet from their office ,so customer will pay for premium support.
To reactivate the internet. ,only the Provider ie Comcast or Verizon can control and block the internet.
I HOPE THIS MESSAGE WILL BE USEFUL FOR FEW CUSTOMERS.
VOICE OF ALL SUPPORT...........
You stay on hold for at least 20 minutes before anyone answers. After I get a "tech support" person, they are in THE PHILLIPINES and after 3 hours of reading out of a manual, have no idea how to help me. Your CUSTOMER SUPPORT IS THE WORST I HAVE EVER DEALT WITH!!
All I wanted was to set up a new wireless modem/router.
They kept telling me I need my user name and password from my internet account provider.....AND I DO NOT!!!!!! My connection type is DHCP and does NOT HAVE A USER NAME AND PASSWORD!!!!!!!!!!!
I kept telling the "support" person that and they IGNORED ME!!!!!!
I returned the product for a different brand.
I WILL NEVER, EVER, EVER!!! BUY A NETGEAR PRODUCT AGAIN!!!!!
I don't know about others, but we used the customer support number listed on the purchases. They answered immediately, they were knowledgeable, they were patient and completed the process even when part of the problem we were experiencing was partly due to our cable company. I was extremely please.... so to those who have a hard time ... sorry ... and our support person was of Indian descent yet spoke perfect english. Thumbs up to them for hiring the person we received help from!
Once and FOR ALL, I am responding to the "pro-Netgear" comments on this live website, which (they) kind of all sound the same...hmmmm (?). Alright, we all know how to read a warrantee, we get it. You obviously have not read and or understood the detailed descriptions that these folks have taken time out of their productive lives to explain what is wrong and downright crooked with the Netgear support system, which happens to be located in India, your homeland I presume. Yes, we know by the broken English of your content on these pages that you are defending "yourselves". Yes, we know it's y'all! This is going to go over your head, but I'll give it a shot: Nobody on this live website is complaining that they didn't understand the warrantee, or the warrantee isn't good enough, or the "premium", ahm, (ripoff) warrantee isn't what they expected. Listen carefully: WE ARE COMPLAINING ABOUT YOU, THE LEVEL OF CUSTOMER SERVICE WE RECEIVED FROM YOU, THE ABSOLUTE REFUSAL TO USE CRITICAL THINKING TO RESOLVE OUR PROBLEMS, (which many times, funnny enough are quite simple fixes, such as resetting a passphrase). So, no my dearest Netgear support team friends, you are the dummies because you clearly cannot even resolve a passphrase issue. So don't post further comments regarding the warrantee and how we need to learn to read them before we purchase Netgear, and how stupid we are, etc., etc., etc., you are not adressing the problem even a little bit because the problem is YOU AND NETGEAR. Netgear's headquarters are in San Hose, California. Their local phone number is 1 (408) 907-8000
San Jose, CA. Please, let's all call them, heehee. I've already left 2 voicemails since 8/12/13 during working hours and no return call yet. Why would Customer Care go straight to voicemail anyway?
Don't let the India support team access your computer. They tell you to enter URL www.support.me. Mdon't do it!! I watched my mouse (curser) zip around pages that had nothing to do with ROKU or my laptop, which is the reason I called the support 800#. I sat and watched "Rezek" from India access my Microsoft Security Essentials, (MSE), browser, turn it off, then 2 minutes later he told me I had a problem with my anti virus because it was not "corresponding" with my PC AND he acted shocked that MSE was my only protection. I said, "Look, I watched you turn it off, but I didn't protest because many times when I've installed new software, I've needed to disable MSE." That's when the lightening bolt struck me. He disabled MSE so he could install something. I accused him of this and he asked me to hold the line for 2 minutes, not one or three: two. As I was holding I shut down my PC, (the one he accessed thru www.support.me) and guess what happened when I booted up?....I went to START, clicked MSE from the menu and MSE had all large red XXX's in every field. MSE was completely disabled and there were only 2 people on the planet that had access to my computer: myself and "Rezek". When R came back on the line, he acted like nothing had happened and suggested that after consulting with his technical team, they strongly advised that, and I quote, "your ENTIRE wireless must be reconfigured and we can take care of everything for you..." Fast forward, he tripped himself up twice because he couldn't remember if he meant "RE"-configuration or just a plain old "configuration". Then he told me he could use many, many highly technical terms but it would move the conversation forward because I would not understand. All of this double talk was going to cost me $99.99!!!!!! This is not including the cost to upgrade my anti-virus, who knows what he would have asked for that, but wait, I'm sure I would have been offered a package deal, so really he would be doing me a favor. In the end, I hung up in R, after he informed me our conversation was no longer productive, (I was wasting HIS time,...really?) and I ran a full MSE security scan which took 3 hours and guess which malicious items MSE found? AVG anti-virus software!!!! OMG Netgear's official website is directing us to a true SCAM. I've left 2 voicemails for customer service at the Netgear headquarters in CALIFORNIA, USA. Yes, it's still America. So far no call back and I WAS NICE, I swear!
After a futile attempt to get assistance on my less than 90 old router, I was was able to return it. I bought a really nice Linksys router.
I sent them an email, informing them that they had not only lost me, they lost all my customers. I am required to give my customer's service.
Then they started hammering my email, offering all kinds of help, to the point of being annoying. I logged onto my account with Netgear, and I changed my email address to. Then I reported everything they sent me as spam.
Forget it!!! Netgear has NO tech support for customers! The number I found went to a call center in India and after she took my name and number, told me should could not help me and no number for me to call. I'm simply trying to find the password to my router!! On-line instructions seemed good, until I started the process and it wouldn't take me past step 2. So here I go again!!
I am complaining here bc i could not find a way to complain on the netgear site; -- all they offered was the same phone number that led me to the technicians in Delhi who were super charming, spoke good English and promised me they would resolve my problem. The first call when i was having difficulty installing the extender was very successful, but the second time around the gentleman took a solid hour to "discover" that he could fix it but only after some big problems i have with my comp would be fixed, and for that i need the help of another technician!! -- IOW, he was plugging a service contract with AVG that was going to cost me about the the price of a new computer (which I anyways am about to buy)! Interestingly, I did not get the usual follow up call to evaluate the performance of the tech!
End of story: i just fixed the problem by following some instructions I found online. It took me all of 7 minutes.
My Rangemax wpn824v2 stopped working all of a sudden after no problems whatsoever. Called tech support to be told product was out of warranty and then took a look online at peoples reviews and complaints. Looks like i have the same problem as everyone else-netgear has reset the product so I have to pay them to "fix" it. It does sound like a scam. I was told the issue could be fixed for a fee and given a no. to call. Rather than pay it and probably still not have a fix I'm buying a new modem and not going near netgear again.
u cannot generally blame the technicians alone.. they are trying to help u over the phone and u should be having basic knowledge of computers before buying any router and u should read the label . It is clearly mentioned that they provide 90 days of free tech support from the date of purchase.. and i have seen many customer about the password issue.. if u forget ur own wireless password that is not the fault of the tech.. i have also dealt with the so called american tech and they are more pathetic .. atleast the tech support in india are willing to help u.. get a mind people and stop posting crap if u dont know the basic of computers
They haven't destroyed my computer yet however, this morning I called them for support for a brand new router that cost $150 and has yet to work so they said I needed their "Premium Service" then the guy couldn't fix my problem disconnected our phone call. I tried called them back and was on hold for one hour before I decided this wasn't going to work. They are supposed to call me back. This started at 9:30 this morning and now it's 5:00 and I haven't heard back from them. I check my bank account and they already have the money. Is this a case of fraud or what??
Had issue with netgear router extender. Less than a year old, it quits working. Contacted netgear tech. support, they obviously could not figure out the problem, so they decided to take control of our computer through their system. They crashed our computer then rudely told us when we got our computer back online call them up again,then they hung up on us! Our computer is ruined!!! What kind of company is this!!!! I will never buy any other products from netgear again!!!!! I am also publicizing my story and telling anyone and everyone who will listen to how horrible we have been treated!!!
much appreciate this online forum.
am appalled to read about this netgear horror story... but am also glad i'm not the only one who was outraged by their bogus "support" phone number! what a pile of dogdoo.
returned my netgear wireless extender (purhased at best buy; no problem with my receipt and within time limit) and will definitely not plan to buy any netgear products in the foreseeable future!
Absolutely the worst customer service on the planet. I had a software download issue. The whole time I felt I was on some sort of reality TV show, part of some sort of interactive entertainment for the support staff. I invested about 2 hours, talked to about a dozen difficult to understand people,and not a one understood their own product. This customer service group has the art of frustration down to a science. The best at being the worst. Though it works fine, I am replacing my netgear router tomorrow. Hows that for customer loyalty?
I should have read the reviews from other customers who have dealt with the same issues as I did. They sent me to 2 or 3 different operators,would not continue without my name, address and 2 methods of getting in touch with me. Then the pitch for extened warranty ( on something I purchased today) and would not go further with out payment for services. Plus it made no difference that I said forget it, I will return this product and make sure to never buy anything from Netgear again, the support tech continued to talk as I said have a great day and thanks for your effort.
Regardless that they spoke english, it was still a little hard to understand. I do not mean to shoot the messenger and blame only Netgear for not having it's suppost tech in America and not someone from India. If they knew what they were talking about would also help.
Netgear is a shadow of what it was... their hardware is among the worst sold even by the anonymous Chinese companies but their customer service sets new lows that few companies could achieve if they tried.
TS agents who can't identify one of their products from the model number and can't be understood.
Managers who really try but are language challenged along with product knowledge challenged.
Really best just to avoid Netgear altogether.
