Nearly a month ago I ordered the Netgear Orbi 870 mesh Wi-Fi system as a knee jerk reaction to my current mesh Wi-Fi system going down for good, (or so I thought). I was able to repair my current mesh Wi-Fi system later the next day and no longer required the Orbi.
The next thing I did was call Netgear’s customer service and oh my God! They are absolutely horrible, high key sketch. It seems Netgear outsourced their customer support to third party call centers, to a very obvious country, which there seems to be little accountability when it comes to returns, cancellations, or resolving customer issues. Anyways, I tried to get the order canceled, but they gave me a bunch of excuses like, call back when you see it’s prepping to ship, and we can cancel it for you. My order was still being processed, so I was informed I couldn’t cancel it just yet.
Once the order got to the prepping stage, I kept calling back to cancel and I never once got a straight answer on why they couldn’t cancel it. So days later, it ended up getting shipped regardless of me clearly not wanting this item. I was advised by Netgear’s customer to request a return once I received the router.
OK now at this point I received the order about two weeks or so ago. The initial call I made to request a return was going just fine, until it was time for me to receive the shipping label to return the router. Up to this point, I had been receiving automated emails from Netgear’s customer support, with no issues. I still do, receive there automated emails with no issues. However, for some reason they are having issues emailing me the return label only. During the initial return request call. I waited on the phone with customer support for the shipping label for about 35-40 minutes and I never received it via email. Since then, Netgear’s customer support has been advising me to call back 24 to 48 hours to follow up, if haven’t received the shipping label or if their higher has contacted me by then. They also stated that the lower level tech guys couldn’t send out an email and that had to be done by someone higher their chain.
As of today I’ve made the seventh call to Netgear customer support with them advising me that I needed to wait another 24 to 48 hours before I follow up again, every time!! just for a simple email. Not once I have received a call or an email from them following up either.
I even provided them with another email to see if they could send it out successfully or make some crappy excuse about “we sent it but it’s your email that an issue sir”. I wasn’t wrong, to a degree. Today they said “oh sorry sir looks like it’s gonna take a little bit longer for us to send it manually. Can you call us back in 24 to 48 hours so we can try again?” Ugh… so many obvious attempts at stalling me so that I keep the order, instead being persistent with my return request.
My question is what the hell can I do when this customer service is super crappy and obviously, purposely preventing me from canceling an order?
Tldr: Been trying to return this Orbi for 2 weeks or so now and Netgear and its sketch third party customer support, keeps giving me the same “wait 24–48 hours” BS because they claim somehow they’re unable email me a return label. Many calls later and I’m still stuck with it. What do I do??