NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

wmrichter's avatar
wmrichter
Follower
Dec 10, 2020

waiting on refund

i ordered a netgear mobile hotspot router and it arrived damaged the box itself was damaged and the charging cord is also damaged who ever handled it was careless and i asked for a full refund of $374.84 several times i never got a response.can someone give advice on what to do thanks.

2 Replies

Replies have been turned off for this discussion
  • plemans's avatar
    plemans
    Guru - Experienced User
    Dec 10, 2020

    This is the community forum where members of the public try to help out. 

    You'd need to get a hold of netgear support.

    https://www.netgear.com/support/contact.aspx

    Potentially Christian_R or ChristineT could help. but the moderators aren't on here a ton so I'd try getting a hold of support. 

    I'd even check with usps/ups/fedex whoever delivered it. If it was damaged in shipping it could be a shipper issue. 

     

    you also posted in the wrong forum. If you have issues and need help with the hotspot, this would be the forum

    https://community.netgear.com/t5/Mobile-Routers-Hotspots-Modems/bd-p/aircard

  • schumaku's avatar
    schumaku
    Guru - Experienced User
    Dec 15, 2020

    Have ordered from the Netgear Shop, or from another channel? If purchased from the Netgear Shop, the process is well documented -> https://store.netgear.com/shipping-and-returns.html?lang=en_US 

     

    We can assume that packets are leaving the Netgear warehouse in good condition. At this point the customer is becoming the owner of the goods. If a package and goods are damaged (or not delieverd - that's why Netgear does sugest using traking), the receiver should either reject the delivery due to damages, or open a complaint with the shipping company is the product damage is becoming visible after unpacking.

     

    It's your responsibility to file an insurance claim with the shipping company in charge. 

     

    In my understanding, the Netgear Shop does use USPS or FedEx for domestic shipping, so to file your insurance claim with the relevant organisation, there you go:

     

    USPS. Claims for Loss or Damage 

     

    FedEx contact - challenge the virtual assistant eg. "received damaged packet" and you get guided to file a claim.


     

    Requesting refunds from the seller or the sender does lead to no result. That's about the same in most civilized parts of the world. And making noise in the community even less. Most people here are Netgear customers - not Netgear.