Darin Dias

Review of Netgear

I had a Nighthawk AC1900 Smart WiFi Router(R7000)....

I had a Nighthawk AC1900 Smart WiFi Router(R7000). The product itself got a great rating on Amazon. Unfortunately bought the router at Target and lost reciet. Wish I had bought it on Amazon since it's easy to return with them. The router worked at first fine. Then started to have intermittent issues. I bought a new Comcast modem, called Comcast thinking it was a Comcast issue. No issue with them they said. I bought a new power adapter thinking might be a bad power adapter. That didn't do it. Had an old router. The old router worked fine so that verifies it's a bad router. Called their customer support. They won't help you without charging you if your purchase is older than 3 months. I at last got to a human. They guy said since it was intermittent he said to call back if it stopped working. He had to follow procedure. Next day same issues and had to call again. A lady realized it's a bad router and agreed to replace it. I wait a month no router. Called a third time. They say you have to send the defective router first then they will send a new one. Plus they wanted me to pay for shipping to send their defective router back to them. I said I'm not going to pay shipping. Im going to buy the same router on Amazon then send this one back. The guy "puts me on hold to talk to manager". Then says he will replace the router without charging shipping. Netgear I think you should.

1. Change your return policy. If your products are defective it should be as easy as possible for customers to return them.

2. Customers should not have to pay to ship your defective products back to you. They should NOT have to pay to get help on defective products less than a year.

You might have good engineers that make good products but your customer service department is terrible. I had a Google Nest that had a problem not long ago. Google compared to your guys they are SO much better. If you want your company to be successful you need to IMPROVE otherwise Google WiFi or other competitors will take customers away. What a waste of time I have spent on this with all the calls and time all for a 150 dollar router and I'm still having issues until the new one gets here. I'm not very happy with you guys. I think I'm going to think twice about all Netgear products in the future. Also I'm a computer IT tech and will always tell customers my experience if people ask me me which companies are good. I think I'm just going to recommend Google WiFi instead to customers. Alright my rant is over. Take my thoughts or not. I remember 15 years ago getting my first Netgear router. I would just say try to improve as a company. Good luck, take care.