ACCC Says Netgear ‘Likely Mislead Customers’ Over Warranties From June 2016

ACCC Says Netgear ‘Likely Mislead Customers’ Over Warranties From June 2016

Router and networking group Netgear will begin offering refunds and support to customers who were told from June 2016 that they were not entitled to remedies for faulty products, according to the Australian consumer watchdog.

In a post on the Australian Competition and Consumer Commission’s website, the statutory body says that Netgear “incorrectly told customers” from June 2016 that they were not entitled to remedies for faulty products unless they bought a technical support contract, or the item was covered by Netgear’s manufacturer warranty.

The Australian Consumer Law offers rights and remedies that are often extra to what is covered by a manufacturer’s warranty, and the ACCC has pulled companies up in the past for refusing to honour rights granted under the ACL.

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As a result of an action by the ACCC, Netgear has agreed to the following:

Review all technical support contracts purchased between 1 July 2016 and the date of the undertaking and, where the Netgear product has had a failure and the consumer would have been entitled to an Australian Consumer Law (ACL) remedy for free, to provide that remedy as well as a full refund of the price of the technical support contract;
Establish an Australian Consumer Rights webpage on its website within one month; and
Establish a Consumer Hotline for Australian consumers who contacted Netgear technical support from 1 July 2016 in relation to a product which may have had an ACL failure that the consumer believes Netgear did not sufficiently address, and to review each complaint to determine whether the consumer is entitled to an ACL remedy and/or compensation.

Some Netgear products will also have their packaging altered to comply with section 102 of the ACL, which specifies precise wording for warranties with products.

The action against Netgear comes after an ACCC investigation found that Belkin had supplied some products with lifetime warranties, only to offer a warranty lasting five years. Belkin has since agreed to honour lifetime warranties for products affected.


  • Hah this actually happened to me! I had a modem issue and called ISP, they redirected me to netgear, who said that because I had been on my internet plan for 2.5 years they were not going to provide me support unless I paid something crazy like 100 bucks for an extended warranty. Told em to stuff off and got tech support from the awesome whirlpool community.

  • Most people don’t realise the ACL was changed and it essentially invalidates any term manufacturers set as a warranty. The new warranty definition is essentially that consumers are entitled to a repair or refund etc for any product that suffers a fault within a reasonable amount of time from purchase.

    That length of time varies based on products, but a handy hint is that if a store offers an “extended 5 year warranty” then it’s pretty reasonable to expect the product to last that long. Anyone who pays for an extended warranty is literally paying for nothing.

    • Exactly, warranties don’t mean squat anymore, other than how much of a battle you are going to get with the manufacturer in acknowledging ACL.

      I had my PS4 replaced out of warranty for the thing randomly ejecting discs during play. They were surprisingly compliant with the law! Was a little surprising after the shit fight I had with Sony over a Bravia TV that kept on failing.

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