Complain about a product or service

Linksys

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

Min-Ju of Sault Ste. Marie ON (03/04/09)
I bought a Linksys WRT54GL router in the middle of January from Dell. I call the customer service at Linksys twice to help me set up the router first with cable to my Mac and later wirelessly to my new PC. The customer service people were not very friendly but at least they helped me to set up the router to both systems. Now, early March, the cable I used to connect the modem to the router was not working well. Sometime I lost the wireless signal. So I replaced the cable and the router stopped working afterward. I called the customer service again. The customer service guy I talked to told me to reset the router and then unplugged and plugged the router and modem. It worked. Then he told me in order for my wireless connection to work for my PC, I need to pay him 10 dollars so he can set it up remotely for me. I was not happy because the modem was brand new, I just bought it not even tow month ago and now I need to pay extra? I wanted him to explain why and he just hung up on me. I called again, of course. This time another guy answer the phone, he explained to me that there was some troubles with windows vista connecting to their router and I would not be able to set up my computer myself, he need to do it for me remotely. I was not happy but I needed my internet connection to my PC and I was afraid that he was going to hang up on me.

I paid the fee, I gave him the access to my computer and I watched what he did. He did exactly the same things I did last time when I set up the computer following the oral instructions of the other customer support people. why did I need them to do things that I already knew? And why did they lie to me that there is something special they need to do to set up the machine remotely?

I am just very mad because I am losing my job in a month and I spent a fortune to buy a router and a computer so I can work at home after I am laid off. Isn't there a warrantee come with the new router? Why do I need to pay extra for customer support that is supposed to be free? I think linksys owe my an explanation and I want my money back.

Eoin of Somerville, MA December 29, 2008

Eoin of Somerville MA (12/29/08)
I purchased a Linksys wireless router to accompany the XO laptop that I bought for my parents for Christmas. I was able to get the wireless router to work, but then the PC couldn't connect to the Internet. Once I got the PC's Internet connection working again, the wireless stopped working. After about an hour and a half of trying to get it to work, I called Linksys customer support. And after about 45 minutes on hold, I spoke with a tech support person who had me fiddle with the connections and configurations for another 45 minutes or so to no avail until my cell phone battery died.

The next day, I called customer support again, waited for 30 minutes on hold, and then fiddled with the connections and configurations with another tech support person for another 30 minutes. After trying a bunch of different things, the support person asked me to hold. He came back after a few minutes, and informed me that the router I purchased cannot be used with a USB modem. Had they shared this tidbit with me in the first place or better still, included it in the documentation that came with the router I would have simply given up and returned the router to the store and would have continued buying Cisco's products with no hard feelings.

But because they wasted several hours of my time through their sheer incompetence, not only has Cisco Systems lost a customer, they have gained a lifelong enemy.
Approximately four hours of wasted time on a holiday weekend, three of which were spent on the phone either on hold or speaking with tech support, all for no good reason. I'd be surprised if any of this has legal merit. If individuals could successfully sue to collect damages for having their time wasted by customer service representatives, the world would be a noticeably different place.

James of Shrewsbury, OTHER December 9, 2008

James of Shrewsbury OTHER (12/09/08)
Recently purchased from ebay a Linksys DMA2100 wireless media extender. Prices in the US were more favourable than over here even with transport and Duty on top so ordered. Unit came without the adaptors for the UK so asked Distributor to source and send on. Linksys have responded with the following reply, this still amazes me As commented before Linksys Warranty does not cover missing parts but is responsible for replacing defective units to whitch our customers send the devices to us in order to get get them replaced. If a part is missing the products do not get replaced. Therefore although we understand your situation we will not be able to send a Power adapter ????

It does beg the question that if there was no product in the box, what you can do about it. For the record the guy Dennis did say the item was on the shelf but the policy stated he was unable to send it ? For the record I'm guessing manufacturing cost on this would be about 20pence or 30-40 cents. Oh I offered to pay aswell. I've given assurances that I'd never buy a Linksys product again and communicate my problems with online forums I'm members of. They did not appear to care.

James of Harris, NY November 23, 2008

James of Harris NY (11/23/08)
I experienced problems with my Linksys Wirless G router. I was unable to connect to the internet. As I work from home, this is a major concern for me.

My original call which was based on a referral from Verizon online was on Wednesday night (GMT -5) 11/19/08. I identified my modem, router and my problem, was informed that the problem was likely to be a conflicting IP address with Verizon but was informed that my router was out of warranty and would be charged 29.95 for performing, and I quote, a simple procedure. I was reluctant to pay the charge as there was no guarantee that the router was not faulty.

I spoke to Jeet Kincade, had to demand and I mean demand to be transferred to his supervisor, neither of whom would assist me. I was transferred to a technician who refused to help. His name was Nirad? and he told me to pay or buy a new one. When I requested that I be sent to a higher ranking official, I was provided an 800 number to call (1-800-546-5497). This is a number for Optic 1050 Binoculars. I asked the technician to stay on the line while I dialed the number which he had provided. When the automated attendant for the binocular company came on the line, he hung up. I called back and filed a complaint with a supervisor who promised me a call back. Not surprising, the call never came.

The next day I was forced to buy another router. Unfortunately, I needed the router on short notice and was forced to buy a Linksys as this was the only brand available at Wal-Mart.

I had problems setting it up and called tech support. I spoke with Therese. Therese was pleasant and competent and took the time to address my needs. It is unfortunate that the only way I could get good service was to pay money. Had I received tech support on the night before and been told that my router was faulty, I would have become a loyal Linksys customer. However, now I am a reluctant customer.

I spend thousands of U.S. dollars annually on electronics. I will not be spending that money on Linksys products and will be retelling my experiences to my colleagues unless you can do something to demonstrate that your company does not tolerate abuse of your customers such as demonstrated during this series of events.

Gina of Mount Vernon, NY September 28, 2008

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