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Netgear

Customer Service Ratings and Comments

Netgear is ranked #115 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 38.29 out of a possible 200. This score rates Netgear customer service and customer support as Disappointing.

NEGATIVE Comments

41 Negative Comments out of 45 Total Comments is 91.11%.

POSITIVE Comments

4 Positive Comments out of 45 Total Comments is 8.89%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • Well I did get a human. They wanted a charter rep on the phone (of which you cant find one) to discuss wireless modem interferance issue. Charter couldnt figure it out with the cheapo box they install andall I wanted to know was what the next highest level of modem is out there. I'll buy it, just tell me. anyway, she releanted and told me about wndr3700. whew

    rpittsburgh 3/9/10 2:05PM

  • I absolutely loved my FVS318, but it was a 10/100 and I wanted to upgrade to faster throughput, so I got a WNR3500. Problems right from the start. It kept resetting ports and dropping connections. I called customer service and was put into a queue for 30 minutes. Once connected to someone, after about a minute, the call disconnected. I called them back and the same thing happened. I was laughing to myself, thinking "I wonder if they use THEIR OWN EQUIPMENT?"...

    After the third time, I finally got to someone. He spent about 15 minutes gathering personal info from me. Luckily he hinted at a firmware upgrade just before the call cut off again. I was able to get the firmware updated. Hopefully, this is resolved. I'll keep my fingers crossed!

    Dorcus 3/8/10 7:49AM

  • After over 2+ hours of being on hold for service, being bounced around, coerced into a contract that sounded good and a tech I spoke to refused to let me speak to his supervisor (somehow I just got disconnected?) Again, again and again, ticket # after ticket# was an experience with in itself! Netgear took my money in a second and completely disabled me from using my computer. The only reason I ever called them was AT&T highly referred me to them. Now they want me to wait for a refund? I think not! I have every intention of letting AT&T know your practices and fight NETGEARS shady business practices for consumers who were referred to them. I could have gone down the street and purchased another router and installed it myself or a friend that is a computer tech! No one should have to jump through hoops or go through this experience.

    NPorterinct@aol.com 3/5/10 5:10PM

  • The worst ever offshore tech service ever; over 57 min the issue was not solved and was no callle dback within an hour as promised; i will be returing thir product and NEVER BUT ANOTHER NETGEAR PRODUCT! They should issues warning as on cigarette packs "Warnings this product support is offshore use at your own risk"

    CycleJim 3/2/10 9:06PM

  • Netgear Cutomer Service is terrible! No resolution other than talking to me like I am an idiot and blaming someone else....
    Will not purchase from again....

    Anonymous 2/25/10 7:03PM

  • the tech support agent put me on hold after asking if this is the first time I am calling. repeated back wrong serial number and he was hard to understand because of accent. He was rude when trying to explain the issue with which we are having and that I do not know what is plugged in to it and whether it is a router from netgear or not. Windstream told me that it was a router ( the netgear).

    Anonymous 2/5/10 1:35PM

  • Spent a total of 90 minutes on the phone trying to resolve connection probles for my Netgear Wireless N Modem and Router. Ended up worse off and had to get my friend around to get it fixed. He did it in 5 minutes. The service was total "pants" ended with the customer service guy, shouting down the phone to me. The guy, quite obviously had a problem understanding the english language, which only added to the problem.

    Chas 1/29/10 12:52AM

  • Not much I can say that hasn't already been said. I've called twice and I got so frustrated answering countless questions, I just gave up and hung up the phone. They repeat everything you say back to you endlessly without ever getting to the problem. Netgear is an expensive product and I guess I expected more than what I had gotten for the past ten years with Linksys. Big mistake. I'll never purchase another Netgear product.

    Anonymous 1/25/10 2:32PM

  • purchased a netgear wireless router model wnb2100,I purchased this because I though this would be an improvement from my 3 year old d-link router,how wrong was I,Ive had nothing but problems with my broadband speed which is not even a fifth of the speed it should be,so I sent numerous e mails and phone calls to after sales customer service with no reply and no answer to any of my questions,on one of the calls I was put on hold for 20 minutes and ended up hanging up because my blood was boiling,I'm taking the router back first thing tommorrow and wont be using netgear products ever again that for sure

    bigmike25 1/25/10 1:14PM

  • Netgear is not only the biggest pile of junk I ever wasted money on, the most important aspect is that after spending close to 10 hrs on the phone with these most unknowledgeable individuals, there is no support to their product. According to the customer service management team, they do not sell products to customers. They only sell to distributors and do not consider or treat us the customer as a valuable aspect to their business. Of all the computer companies I've dealt with over the many years, NETGEAR IS BY FAR THE MOST AGGREVATING, DISRESPECTFUL COMPANY I WILL NEVER HAVE THE MISFORTUNE IN DEALING WITH AGAIN. SPEND A LITTLE MORE FOR A DEVICE THAT IS SUPPORTED BY THOSE THAT VALUE THEIR CUSTOMERS, OR YOU MAY BE DESIRING TO POST A SIMILAR PATHETIC EXPERIENCE AS WE HAVE. AS THEY SAY, LET THE BUYER BEWARE.

    YORN 1/24/10 1:19AM

  • customer support is worthless
    If you cant support your product after waranty just to answer question that is bad buisness. I wanst asking to replace anything just help with setting it back up.
    I wont buy anything associated with this company again.

    reed 1/22/10 10:55AM

  • What a joke!

    Support call went to voicemail and the mailbox is FULL!

    Real lack of respect for customers and their precious time.

    If you think you will need tech support NEVER EVER buy a NETGEAR router!



    jp 1/11/10 9:58AM

  • Preformatted answers to my support questions. They even didn't get my name right, which I entered in my questions form: Mr. Johnson once, Mr/ somethingelse another time.

    They tech support is INCREDIBLY PROBLEMATIC. It seems that support engineers DO NOT READ my emails. They merely look for some keyword and feed you with a pre-formatted answer, maybe personalizing it a bit so it does not look as one...

    All the answers start with "my name is Don and I will be your support engineer", and then they sign their answer with a different name.

    What a shame!

    I am returning my Netgear WNDR3700. My old linksys with DR-WRT had better performance, less bugs in the firmware.

    fmantovani 1/11/10 9:47AM

  • They had me on hold for so long that it went to voicemail! Seriously this is the worst service I have ever gotten, no wait I didnt even get service what a JOKE!

    But from what I understand even if I had gotten through it would have been no help anyway!

    Anonymous 1/8/10 9:36PM

  • WOW! The customer service SUCKS. I am on hold for the 9th time in a row because either I get disconnected or put on hold indefinitely. They ask endless questions and have NO solutions. Horrible. LOL ! got disconnected before anyone even answered...ok dialing for the 10th time now

    Anonymous 12/29/09 8:23PM

  • Netgear Tech Support is really ridiculous and I am considering repoting them the FCC. I was hung up on, given a voicemail of all things after a 21minute wait on the phone! and countless rundarounds all to fix an adapter problem. Haven't gotten through yet but in any case, this is very bad business. I will never again purchase Netgear especially after this incident~

    annoymous 12/29/09 2:23PM

  • Took me 12 times to get to someone for tech support and not get disconnected. They apparently lose a lot of calls transferring customers to whoever on the other side of the world, literally. What a waste of time.

    Anonymous 12/28/09 4:11PM

  • Useless. The guy told me to go online for web support. But I can't get online! Don't waste your time.

    Anonymous 12/9/09 10:48PM

  • I wished I checked out this site before I bought a Netgear product. My router has now been deemed faulty after 12 months. It's bad enough having a faulty product but having to deal with Netgear's technical call centre is so infuriating. You've got people who just don't listen or understand you. My worse experience with them today was organising a replacement unit. I spoke with Vikas who started off being polite but then end-up being extremley rude and very, very patronising. He obviously had no fear of being reprimanded for poor customer services that he felt that he could talk to me how he liked. I'm just hoping that this replacement product works and when it reaches the end of its life I will never buy a Netgear product again. Not if I have to deal with an ineffective technical support centre such as think. People think on before you buy!!!!

    Anonymous 11/27/09 6:42AM

  • I had to pay $36.50 up front before I could recieve help for my net moudom router from a support Tech.. She spent a half a minute asking me to unplug this replug this. Just 2 wires and a half a minute. When I asked about the $36.50, she put me on hold then came back and said: " They could'nt refund it. But if I get the full $69.00 package of half year help they would refund the $36.50 cents toward the cost."

    Anonymous 11/23/09 4:28PM

  • I called to say a power supply was faulty. It too 67 minutes and 3 people for me to get an RMA numbers. I constantly had to repeat myself and was put on hold for 15 minutes at a time. The staff were trying to be helpful but there process was unbearable. Now I have to send the item back at my expense before they will send a new one.

    I don't really want to complain but the service was truly shocking.

    Sad I called 10/24/09 12:21PM

  • so far my dealings with netgear have been dismal.im asking them for a replacement per warranty for a netgear router that failed within 3 months and has a 3 year warranty.this is the second one that has failed this year within 90 days.i simply gave up trying to get them to honor the warranty on router one,but im a a little wiser about netgear now and a lot more po on router two.i got netgear router two because i had a 50% off coupon and hoped the first one was just an unlikely event to repeat itself.the more i write the more i realize netgear just plain sucks lol

    Anonymous 10/21/09 8:51AM

  • Netgear has the worst tech support I have ever seen. Comcast came out and upgraded my box. My Netgear router needed to be reconfigured with the new box. I had only purchasewd it 98 days earlier. Tech support first tried to sell me new software, even though the original software did not work with my 64 bit computer. They then tried to sell me an extended warrenty and finally wanted to sell me premium tech support. They would NOT reconfigure my router for me. My Netgear Router now sits here useless. DOES ANYONE WANT TO BUY A 98 DAY OLD ROUTER???? This is a SHAME. Netgear stock needs to drop to show them what people really think of there service.

    Phil F 9/28/09 11:13AM

  • NetGear's GearIT Support is a scam and allows them to be legal thieves. I tried out a 6 month support plan with NetGear's GearIT Support. When purchasing the 6 months support plan I never received any terms of conditions, no contracts, no emails, nothing. The quality of support was so poor, none of the tickets I raised were ever worked to resolution. No support technician could help us. So, I called to cancel and they told me that since I used their service, there is no refund. It didn't matter if my issues were ever resolved, just by raising a ticket, there is no opportunity for a refund.

    gearit.trialuser 9/17/09 10:49AM

  • No assistance whatsoever. I needed help setting up my netgear router after it was disconnected (we switched internet providers), and because the router is no longer under warranty, my only technical support options are to email them or PAY for assistance.

    Anonymous 9/17/09 9:03AM

  • I just wish I had checked these sites out prior to buying the Netgear router.

    I needed a router that would work with Verizon Wireless Broadband so my selections were limited to start with. But I chose the Netgear. Am I ever sorry now. The router droppes the internet connection and makes using the internet useless. It is not the wireless modem as you can connect it straight to the computer and never drop a connection. Connect it witht he router and look out you are going to be staring at a can't pull up the requested page screen.

    I tried the telephone calls until my cellphone couldn't handle the minutes anymore so I resorted to e-mail support. I have yet to find someone to provide any solution to the problem. Technical Support person Uditi was the worse of them all. I finally told them I did not want to receive any futher response from Uditi as it wasted my time.

    I continue to have a router that cose me over a $100 and am unable to use it.

    I have vowed not to buy another Netgear product.

    Steve 9/16/09 7:12AM

  • Absolutely awful, they did not seem to understand the fact it was my router that was broken and not the power adapter, even after explaining to 3 different advisors.

    martin84 9/15/09 1:58AM

  • Their support is truly awful. If you don't have your call ended or re-transfered back into the queu, you are given an incompetent with barely enough knowledge to understand your basic question. I've ended up figuring out most of what I need through online research. Netgear should be utterly ashamed with their service!

    largos 9/11/09 6:50AM

  • Chalk up another 3 hours wasted on 4 calls to Netgear's "tech support"... All I needed was a simple RMA as my Powerline adapters clearly have a hardware issue. Needless to say I still don't have an RMA#. (the last tech I spoke to asked me to call back because there was "a problem in the phone" and couldn't transfer me to the correct department)

    Talk about a bunch of prongless forks...

    Anonymous 8/19/09 12:54PM

  • 100% completely useless. I called for a simple password reset because I forgot my old password since I haven't used my router in a while and they seriously couldn't even help me with that. Don't even waste your time trying to call them.

    sox09 8/17/09 5:44PM

  • I originally called for tech support on 7/7/09 to install my wireless router. The tech (#1855) was very helpful in resolving my problem and said that I have 90 days for free warranty support.

    Today, 8/13/09, the tech (#2488) would not give me any support over the phone. He said I had an older product and that I got my one complimentary call on 7/7/09. I asked to speak to his manager, but he was conveniently in a meeting. I just received this product (shrink wrapped) in July. I'm very disappointed in the lack of customer service.

    customer #8922983 8/13/09 5:15PM

  • HORRIBLE CUSTOMER SERVICE COULD NOT UNDERSTAND WHAT I WAS BEING TOLD. hUNG UP ON SERVICE AGENT WAS NOT GETTING ANYWHERE. VERY STREESFULL, STILL NEED TO FIX MY SYSTEM BUT DO NOT WANT TO CALL BACK...

    wgstitely 7/29/09 10:40AM

  • I've used an excess of 350 minutes of my personal cell phone minutes attempting to resolve a (wireless router) connection issue. The help staff, in India it appears, has very little, or no inkling on how to resolve a simple problem.

    In many cases, the staff asked my opinion as to what the next step should be. Since this morning, after two case numbers, and 172 minutes, including a long conversation with an 'advanced' support member, the issue remains unresolved. One of the helpline staff put me on hold, and never returned. After 16 minutes of dead air, and numerous 'Are you there?' I hung up. Another team member put me on hold nine times while she consulted with her associates, and was still unable to come up with an answer.

    I am extremely disappointed with NetGear, and will never again purchase a NetGear item, and my humble advice is to run from their products.

    jh737 7/16/09 9:33AM

  • The earlier comments almost discouraged me from calling, but I'm glad I gave it a shot.

    The Asian Indian guy I spoke to used perfect English with hardly any accent, AND, he quickly fixed my problem (I found out I needed manual configuration of my wireless router on a Vista 64-bit PC, because the install wizard won't work.)



    Jen S 7/7/09 4:36PM

  • I am a people person. And i hit a brick wall when i called them. I felt like slamming my head into the keyboard while talking to these people. Its sad because Indians are not like this at all. But these outsource Indians are really killing their reputation. They offered to sell me a warranty so they can fix my issue for 99 dollars. My router cost 99 dollars. . . Where is the justice?

    Turbofox 6/24/09 9:24AM

  • these guys suck.
    you wait to long.
    They barely speak english.
    They cant help you
    try to sell you simple tech service that they should provide free.

    DONT BUY THEIR CRAP

    Anonymous 6/12/09 8:59PM

  • i was on hold for a half hour

    Anonymous 6/10/09 6:42AM

  • The help-line person was very polite and pleasant, but I received no substantive help at all, loading my wireless router and connecting it to my laptop. At one point, the instructions I received actually locked up my computer!
    I eventually was forced to hire someone to come to my home and sort out the problem. The router would not accept the MAC address or any registry information, and had to be loaded manually.

    Smokey 6/2/09 8:34AM

  • Yup, outsourced tech support in India. Very courteous but utterly unable to help.

    CalvusAquila 5/27/09 10:25AM

  • They are truly terrible. I will never buy another Netgear product again. I won't even support Skype. The support was scripted and they were adamant about not transferring me to a supervisor. No supervisor would be necessary if they could think beyond the script to offer assistance. Terrible!

    Anonymous 2/23/09 6:38PM

  • They can't understand english and you have to repeat yourself over and over. These guys can't do anything but read their screen and keep saying "I understand your problem" . This is a total waste of time. I will never buy another Netgear product again if this is the best service they have. No supervisor available and no call back.

    Anonymous 2/7/09 11:45AM

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  • Netgear custom service is the best. she gave me step by step procedure to ensure that i was doing the right thing.

    Jenny 2/16/10 11:06AM

  • Got lucky this time. My CSR was efficient and spoke good English (only a slight accent). I was informed that my phone support was expired but was given my "one free call". She helped me with my issue and I was on my way in about 20 minutes total including initial hold time. Not too bad at all.

    chickenman 1/25/10 11:46AM

  • Excellent Support! Very Courteous Agents! I will recommend NETGEAR Again.

    Allen 9/28/09 6:19PM


  • Hello guys

    Its not like that at all
    you be on hold because there are lot of customers calling at the same
    Indian works the whole night to help customers a lot to fix their problem
    few customers don t know what are computers
    need to educate them
    more over they will do nothing while calling the tech support and blame them

    Company polices ae only for 90 days free telephone support.it is already mentioned clearly when you buy a product

    bob 9/18/09 1:28PM



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