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Updated by user Aug 19, 2020

No Response

Updated by user Aug 19, 2020

No Response from Netgear through email or phone support. I'm at a standstill for possibly up to 90 days

Original review posted by user Aug 19, 2020

I purchased a NETGEAR Nighthawk ac1500 model 5000 wifi booster.once it came in it asked me to go to the room where the router is and plug the booster into an electrical outlet. The booster found the router, device, and connection.

Great. Then it says to walk away from the router and go where you need a signal strength and upload/download speed booster. Mine was about 25 feet away on the second floor and the router is on the first.

NETGEAR makes claims of 300 Mbps signal speed, and no " dark spots" meaning it will work anywhere. In the router room I achieved about 150 Mbps and nearly 100% signal strength.

The strenght stayed about the same in my room. The signal speed however dropped way down to an unusable 2mbps download and zero upload signal speed. Totally useless junk. It only works well in the same room as the router.

What good is that? I called NETGEAR support and waited almost an hour before a woman picked up.

She said she can't help me but she would switch me over to tech support. An hour goes by. Nothing except lousy distorted " on hold" music.

I hung up out of sheer frustration.

The next day I resumed my search for support. The phone that day rang 11 times with nothing but a request that they are experiencing heavy demand and it would take another hour and to hold on they'll be with me soon.

Finally I get a technician who explained to me to do things I had already tried. I said ok and tried it all over again. Same results.

The booster is too weak and worthless to me.

Next day I called and emailed them several times. Phones put me on hold and email responses said a ticket had been issued and they would email me back. Never happened. Now I have a bunch of these tickets saved.

Another day goes by and I actually got a technician again. At this point it was determined that the booster wasn't going to work. He PDF. me a FedEx self addressed, postage free label with an RMA number on it used for returns.

I packed it in its own box inside a bigger box, stuffed it tight and sent it back to them in a " like new" condition.

A week goes by and there's no refund on my credit card. Never was refunded any money. Calling them back was fruitless. Emails were issued " ticket numbers" but no other response.

I figured they're not going to refund my card.

I called my CC company and started a dispute. Money was put back on my card ". temporarily" until the matter got resolved and if they don't respond my credit becomes permanent and the case is closed. But that could take up to 90 days!

A few days later I get a phone call from Utah ( They're located in California) to tell me that because I filed a dispute they would not refund me my money and instead use the dispute process and I could lose my $50.00 if the bank rules in their favor.

So now I'm in limbo waiting for Netgear to make a move. I'm still waiting a month after I filed a dispute. They refuse to work with me which is what my CC said I should try to work it out with the merchant first.

I'm not. getting any response other than more email " tickets" which is never responded to.

User's recommendation: Do not buy NETGEAR wifi equipment. No customer support and " blazing" fast speeds are false advertising as well as "no dead spots. Product too weak.

Monetary Loss: $50.

Preferred solution: Full refund.

Netgear Pros: Excellent when near router, Product when it worked, When working it did well.

Netgear Cons: Worthless customer service, Tech support, False online claims.

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Andre L Pvo

I forgot to mention. They said I needed a computer to finish setting it up!

They wanted me to connect to it using supplied cable. (Missing from box) nothing in their website did they ever mention a computer.

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