J W.

Purchased a Netgear mesh wi-fi extender in October 2022 at Best Buy. The device failed in April of 2023 as verified by onsite visit from AT&T tech. Due to needing an extender in my residence, I replaced it immediately with another model extender and contacted Best Buy for refund and they said I had to call Netgear for a refund or replacement. When I called Netgear customer support number, at first they said I had to contact the "3rd party seller". When I said Best Buy said I had to contact them, I was then transferred two times to 3 different "support personnel", placed on hold multiple times for extended periods, given 2 different case numbers, and had to explain repeatedly what the program was (the device failed, how hard is that to understand). I am not racist, but just trying to understand the persons I talked to because they are in India and it was difficult due to "accent differences". I am still on hold... Now they want me to do "testing" on the device - which is in the box because I have already replaced it and I refuse to disconnect that, reconnect theirs, do any testing.I actually believe now that this is a deliberate attempt on Netgear's part to dissuade people from returning devices for replacement (because they don't refund the purchase price, only replace or "fix and return". Absolutely the worst tech support I have ever dealt with in 40 years. The last person who they transferred me to (the 3rd transfer) was supposedly a Supervisor (which I doubt) which didn't yield any better result. I have now given up. Never Again Netgear (NAN) is now the motto of the day!