Yiying Liu

Review of Netgear

Netgear customer service is the worst ever. I boug...

Netgear customer service is the worst ever. I bought a "NETGEAR - Orbi AC3000 Tri-Band Mesh Wi-Fi System (2-pack)" from Apple retail store. However Orbi stopped work at all after 3 months. I spent about a week to debug the issue with posts online. Issue is not solved. I called customer service, I spent more than 1 hour with the customer support. And they didn't solve the issue at all. Eventually they mentioned I can replace the device with case number at Apple Store. However, when I get the apple store, they are not responsible for 3rd party products replacement. I called NETGEAR again. This time, customer support said "Apple is not authorized retailer", so the manufacture cannot do the replacement at all. I talked to customer support manager, and got same result. Then I spoke to Apple retail's manager, and he also questioned NETGEAR customer service that "As you can see, Apple website lists your Orbi product, are you saying all customer who bought this will not have the 1 year warranty?" The answer we got from NETGEAR customer support is "YES. You can email customer service to request Authorized retailer".

Eventually I cannot get any replacement with NETGEAR, I'm going to escalate this issue with more and more social platform, and let people aware of this issue. In addition, it's interesting to know that ANYONE can email to NETGEAR customer support to add yourself as an Authorized Retailer!!!!

The more important thing is that NETGEAR products are not reliable at all, both software and hardware. Please do research before any purchase. That's the lesson I got from NETGEAR. Thanks for asking me stay away from NETGEAR! Remember, you may not get any replacement/refund for manufacture responsible broken NETGEAR devices!