NETGEAR NETGEAR GEARHEAD HOME SUPPORT Made my computer worse during IT support San Jose CA

I contacted Netgear because I had purchased their product and was having an issue with the start-up going excessively slow.  They told me they couldn't do anything even though I had their product unless I paid to have someone try to fix it. I paid the $139.99 fee for an annual subscription for GearHead Support.

They then went in to try to fix the problem and wound up making it worse.  The whole system moved slower, there was a notification popping up saying that the site I was trying to go into could not be reached (not just one site - almost all of the ones I tried to go in) and a few other problems that were minor. 

I then requested verbally that I would like a pro-rated refund for the subscription. They responded with an email dated January 29, 2022 at 2:36 p.m. saying that I received numerous troubleshooting steps and that they can't guarantee they will resolve any issue in accordance with their refund policy  The email also stated to send any follow up responses, replay to that specific email address.

I read over the service agreement and refund policy and there was no clause indicating the outcome if their troubleshooting made the system worse.  On the same date approximately two hours later, I sent a response to their email asking where it states in the terms and conditions that they are not responsible for providing services that would make my system worse.  I never received a response to that. 

I waited approximately 30 days to give them time to answer and nothing.  I sent an email asking for a response.  That email bounced back to me saying they could not link the message to an open support case and the mailbox is unmonitored and I might need to open a new case.  I then went online and it turned out my case was closed the same date they emailed me saying I could email them back. Needless to say, I never got any pro-rated refund.