Complain about a product or service

Linksys

Rebecca of Woonsocket, RI October 22, 2009

We purchased a Linksys router and could not get connected to the internet. Customer service told me they could remotely access my computer for 10, which would be fully refunded if they could not get me online. They failed to do so and told me it was a faulty router. I exchanged the router for a new one and had the same issue.

Upon calling customer service they told me I would have to pay an additional 10 for them to access my computer again. They refused to waive the 10, so we returned the router for a different brand. We never received a refund for the 10 that we were charged on the original call. We've made four attempts over a 6 week period to get this resolved and each time we call we are promised a refund, given a different number of days to expect it, and have yet to see a penny.

Given the fact that we know two other people who had to pay 10 in order to get their 90 routers to work, I feel that Linksys is running a scam to extort additional money out of their customers by making it impossible to connect without paying and having them remotely access the computer. Even after they are unable to get the router connected, they do not refund the money they charged.

At this point we have been charged 10 for a service we did not receive, which is theft. Not only do I want my 10 back, but I want others to know what a scam Linksys is running and hopefully avoid the hassle we are now going through.

Shawna of Encinitas, CA July 30, 2009

This story tops alot of these Linksys complaints, its absurd, rad how they ripped me off! I Paid 29.99 to a technical support phone rep to update my firmware on my wireless router, which was out of warranty. They explained this would take away the slow connection times I was recently having, but in all other ways the router was working perfectly before my call to them. Hey I get this, a faster newer router for 29.99 did not seem bad, they can not continue updated all their products for free for life. However, the firmware upgrade failed, (after two hours of other troubleshooting and phone disconnections).

The tech had gained remote access to my computer and was attempting to do this firmware upgrade remotely through his remote access, but again I was left with a message saying "firmware update failed". The failure of this firmware upgrade left my router totally dead, the software was completely broken and non-repairable according to the second rep. (by the way, the first rep. responsible for attempting the failed ugrade had to "call me back" and did not, go figure!). They finally said there was nothing that could be done but to buy a new router, my 29.99 was non refundable of course, but that they were happy to sell me a new router!

What a FRAUD and ILLEGAL activity, they break the router remotely and then sell you a new one! There was no disclaimer explaining they may render my device completely inoperable if this 'update' failed. I spoke to many other customer service representatives after and tried speaking with supervisors about them replacing my router which they were solely responsible for destroying but of course was turned down on all attempts. This was an absurd mis-treatment of a customer not to mention seems illegal and fraudulent. I have read alot of complaints about LINKSYS blatantly ripping customers off and this is simply another very obvious example of this. I truely can not believe anyone can get away with this!

eric of alpharetta, GA July 21, 2009

The compant is denying my 3 year product warranty that is specified in the software disc and also on the products package. They want me to prove to them that such is true. products user guide appendix expresses the product warranty in print. The product box also has the warranty period in writing. despite they put the burden of proof on my shoulder and deny me customer support by phone and want me to pay them 50 dollars for such service. this is fraud and deception, they think they can get away with it

Dan of Minneapolis, MN June 17, 2009

This is not a complaint, but rather a comment. I have read the complaints about Linksys and my heart goes out to those complaining. But I am compelled to comment on a couple of things. One person who filed a report claimed, "The only way you can reprogram your router is to go to their (lynksus) WEB site by connecting to 192.168.1.1 and then after you get a sucssefull confirmation from them your router is not actualy reprogramed." 192.168.1.1 is not a website. It is your router's default IP address and by connecting to that through a web browser, you are not connecting to the internet, but are instead directly connected to your router. The page displayed is the utility page.

Another complaint was an issue regarding power. I sympathize truly with those who have little or no computing or networking experience. The help one expects to find from any customer support should take this into consideration. Evidently this didn't happen with the complaints listed here.

I build systems and networks (among other things) and I always use Linksys because they offer the highest quality product on the market today. I have tried/used many but Linksys is the one that impresses me.

I see a pattern in complaints listed in that most of the problems described are known to me, and they are not problems with the router. Perhaps there was an issue with Linksys support not taking the time to clearly convey the most basic instructions for setting up and repairing a network. In that case, an email to their website would have cleared up the issue.

I have had many good experiences with Linksys products, their company, and their service. I would caution those wishing to complain about them to take some time and have the problem diagnosed properly and carefully. If the problem with the network is not in the router, the problem cannot be fixed through the router.

I will make sure Linksys sees this page so they are aware of what people are saying about their products and service. Unlike many other companies, they have demonstrated to me time and again that they really do care and they will make adjustments where and when they are necessary.

Vitaliy of Brooklyn, NY May 14, 2009

Resetting a wireless router has become an illegal sourse for lynksus company to get an extra money from their customers. The only way you can reprogram your router is to go to their (lynksus) WEB site by connecting to 192.168.1.1 and then after you get a sucssefull confirmation from them your router is not actualy reprogramed.

And when you call them and they find out that the router is out of warranty you can only get the router activated if you pay them 30 for reactivating the router in their own system. The point is that a fully functional router is no longer usefull unless you pay them an extra money since they contol its functionality and it is not a part of a buyers agreement. I wasted my time trying to resolve this problem and had no choice but to by another router made by Netgear

Penelope of Beaufort, SC May 5, 2009

I need to unplug my equipment frequently because of electrical storms. I have done this multiple time over the years. After purchasing a new computer, I once again unplugged my equipement because of an approaching electrical storm, afterwards my router did not function and I contacted linksys service and paid 29.99 for the problem to be fixed.

Today, I needed to unlug my equipment again for an electrical storm (the first time since the supposed repair). My router is malfunctioning. Apparently, it was not fixed properly after my paid repair. But no amount of protest to the "service representives" could I get them to understand that this was not an OPPORTUNITY to SELL an extended contract or another one time service fee.

The problem was not fixed properly the first time. Linksys is demonstrating a glaring lack of concern for its customers and reputation as well as apparent desire to make service fees without providing real service.

Rudy of Renville, MN April 24, 2009

I purchased a linksys wireless n broadband router. Model #wrt160nv2. I had trouble installing it so i called customer service.I went round n round to trouble shoot after a number of hours they decided to upgrade the firmware. Twice I got cut off while they try to transfer me to a technician. I had other buisness to attend to so i gave up for the moment. I was gone for a couple of weeks because i am a truck driver come back n tried to persue the problem. They were not able to help me after a hour on the phone with them n going over the same steps they finally decided to let me know my router is defective n that we need to get a replacement.

I went to the website because you have to do it through their customer support page.They give you a number which their system recognises then they give you instructions on your email on how to go about and finish the process except i did not get that far because the # i was given was not recognize.

To top it all off on some of the previous instructions it said i had to send in my old router in first when they receive it they will send you a new one.The other option you need to give them your credit card # they will send your new router n you send theirs back.I wouldnt be in this hassel if their product would have worked n to top it off we spend hours troubleshooting their problems. I think their return process should be simplified n as many complaints as they got on line some one should shut them down allready.It just seem the more n more we pay n the less n less customer service we get.

Nico of Las Vegas, NV April 12, 2009

Nico of Las Vegas NV (04/12/09)
The tech support given to me by Linksys on April 9 and April 11 over my Linksys WRT320N can only be describe with one word: atrocious. It started like a typical tech support call. I called the company, and was greeted with a warm? hello. I first told them that I was experiencing a great difficulty in installing and running the Linksys Easylink Advisor software.

After assuring the representative that I did install the correct software, she transferred me to a Level 2 technician. This level 2 technician was not helpful at all. She and I spent about 4 hours (dispersed into two sessions) going over my problems. In the end, she was unable to solve my problem. She told me that she would escalate my problem to case specialist.

Finally, she reassured me that I would be receiving my needed support within 24 to 48 hours. I ended the call knowing that within two days, my problem would be solved. I was wrong. It turned out that I would not be receiving the service at all. When I called back, they told me that the case specialist were unavailable due to the day being an official US holiday! Furiously, I asked to be transferred to her supervisor. I thought that this supervisor would tell me a legitimate reason why I did not receive the call back I was waiting. All she could tell me was that she was unable to call Linksys main office.

Min-Ju of Sault Ste. Marie, ON March 4, 2009

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