I had the worst customer service and sales manipulation experience. Never buy another product from this company.
****Details:
So I called asking to fix the Netgear router and the customer service representative was polite at first and appropriate. He asked if I wanted to buy 1 year or 2 year purchase for unlimited tech support for that duration of time. I told him I did not manage my finances and I would need to discuss it with my significant other. He provided me the help anyway without any discussion about purchases/charges, fixed my router and internet, and then asked "Do you want the 1 year or 2 year plan?"
I was confused and asked if I was getting the 90 day free tech support after my registration date (today). He said that the date is based on my purchase of the item, NOT the registration date. I explained that I was confused and misunderstood and even apologized cause he did a great job with his troubleshooting, but started to pressure me into this sale. I started to become upset and so I handed the phone to my significant other.
My boyfriend asked the Netgear representative to speak to a supervisor. He would not transfer the call and kept asking "Why do you want to speak to a supervisor?" My boyfriend asked "Did my girlfriend give you authorization to charge her for the services today?" He would NOT provide a direct answer even when asking multiple times and kept interrupting my boyfriend. My boyfriend eventually had to say "This is a 'yes' or 'no' question. Stop interrupting me and answer me directly." The representative would not do so. He even complained stating "I took a whole hour of my time to help you with this" as leverage.
After about 10 minutes of arguing, the representative said that instead, he would reverse the help he provided (meaning negating the troubleshoot) and not charge us. He attempted, and it would not negate. He then said he would transfer the call to the supervisor, placed us on hold, and hung up.
Terrible. So awful. I felt so manipulated and emotionally upset from the situation. It was so negative I can't believe this happened.
