D-Link offers very bad customer service.. my experience

I have to say that D-Link the makers of routers and other network hardware
offers one of the worst tech support a company offers.
Yesterday I wasted two hours trying to get some help. I spoke with 4
different "tech" people who were totally useless, 3 of whom disconnected me
on purpose!!
Everytime I call in, I had to wait for at least 20 minutes before someone
answered. Their system can't tell you how long you'll be waiting.
You keep getting a message about their heavy volume of calls and yak yak
yak about their products nonstop ntil you're fed up with their pitches.
They need to improve thier phone system.

The first person took some information from me, I explained my problem..
tech person told me to hold .. ok.. then I was disconntected. I guess he
can't help!

Second support person told me that my D-Link DCS-900W wireless camera is
not a webcam and it's a security camera which can't be used over the web.
WHAT!!?? So I asked him what webcam camera can I use. He told me he doesn't
know and gave me a presales phone number. This is one clueless person that
D-Link hired. What kind of a tech person who doesn't know what his company
offers and his job is to support the products!!? I mean at least he should
know the wireless category of products because that's what I chose on the
phone system.

The third person was a female tech support. She took some info and when I
tried to explain my problem.. she rudely says WHAT!. Puts me on hold.. Then
I find out I am back in the waiting queue, WTF!!!!! Waited for another 20
minutes.. the fourth guy comes up.. here we go again.. the same
routine...asked me if I called before. These guys might have tagged me or
something in their database or something, so I said no I didn't call
before, they guys asks for my phone number so I give them my cell number
just to start fresh and the guy puts me on hold and I get disconnected. I
couldn't believe it. They did it again. At this point I AM FURIOUS. What's
going on is no coincedence.

These people lack the basic communications and technical skills to offer
proper help.

To D-LINK: You're an aweful company. I hope you go out of business due to
very poor customer support skills. I am going to return your products to
the store... and hopefully this will increase your costs and I hope many
people do the same. I will never buy anything from you again and we'll
shop for Linksys even if they are more expensive.

D-Link.. I hope people do not buy your products and I truely hope that you
lose some potential customers due to my posting of this bad experience on
the web. I wasted hours and you caused me stress and frustration and this
is my payback to you.

You need to put more resources on customer support. Your big volume of
phone calls must be due to bad products and support.
Hanging up on people like this is rude. You probably hire low paid tech
people who have no interest in providing any support and they are going
through the phone calls by disconnecting people.

John Dalberg

"John Dalberg" <(E-Mail Removed)> wrote in message
news:17ny3qh3u6qiz.6r42fq6f2idr$.(E-Mail Removed)...
>
> I have to say that D-Link the makers of routers and other network hardware
> offers one of the worst tech support a company offers.
> Yesterday I wasted two hours trying to get some help. I spoke with 4
> different "tech" people who were totally useless, 3 of whom disconnected
me
> on purpose!!
> Everytime I call in, I had to wait for at least 20 minutes before someone
> answered. Their system can't tell you how long you'll be waiting.
> You keep getting a message about their heavy volume of calls and yak yak
> yak about their products nonstop ntil you're fed up with their pitches.
> They need to improve thier phone system.
>
> The first person took some information from me, I explained my problem..
> tech person told me to hold .. ok.. then I was disconntected. I guess he
> can't help!
>
> Second support person told me that my D-Link DCS-900W wireless camera is
> not a webcam and it's a security camera which can't be used over the web.
> WHAT!!?? So I asked him what webcam camera can I use. He told me he
doesn't
> know and gave me a presales phone number. This is one clueless person that
> D-Link hired. What kind of a tech person who doesn't know what his company
> offers and his job is to support the products!!? I mean at least he should
> know the wireless category of products because that's what I chose on the
> phone system.
>
> The third person was a female tech support. She took some info and when I
> tried to explain my problem.. she rudely says WHAT!. Puts me on hold..
Then
> I find out I am back in the waiting queue, WTF!!!!! Waited for another 20
> minutes.. the fourth guy comes up.. here we go again.. the same
> routine...asked me if I called before. These guys might have tagged me or
> something in their database or something, so I said no I didn't call
> before, they guys asks for my phone number so I give them my cell number
> just to start fresh and the guy puts me on hold and I get disconnected. I
> couldn't believe it. They did it again. At this point I AM FURIOUS.
What's
> going on is no coincedence.
>
> These people lack the basic communications and technical skills to offer
> proper help.
>
> To D-LINK: You're an aweful company. I hope you go out of business due to
> very poor customer support skills. I am going to return your products to
> the store... and hopefully this will increase your costs and I hope many
> people do the same. I will never buy anything from you again and we'll
> shop for Linksys even if they are more expensive.
>
> D-Link.. I hope people do not buy your products and I truely hope that you
> lose some potential customers due to my posting of this bad experience on
> the web. I wasted hours and you caused me stress and frustration and this
> is my payback to you.
>
> You need to put more resources on customer support. Your big volume of
> phone calls must be due to bad products and support.
> Hanging up on people like this is rude. You probably hire low paid tech
> people who have no interest in providing any support and they are going
> through the phone calls by disconnecting people.
>
> John Dalberg


Gee, my experience with them was just the opposite. I had an RMA in moments,
and shipped my NIC in, had it back in about 2 weeks. Fixed. Still using it.

"John Dalberg" <(E-Mail Removed)> wrote in message
news:17ny3qh3u6qiz.6r42fq6f2idr$.(E-Mail Removed)...
>
> I have to say that D-Link the makers of routers and other network hardware
> offers one of the worst tech support a company offers.
> Yesterday I wasted two hours trying to get some help. I spoke with 4
> different "tech" people who were totally useless, 3 of whom disconnected
me
> on purpose!!
> Everytime I call in, I had to wait for at least 20 minutes before someone
> answered. Their system can't tell you how long you'll be waiting.
> You keep getting a message about their heavy volume of calls and yak yak
> yak about their products nonstop ntil you're fed up with their pitches.
> They need to improve thier phone system.
>
> The first person took some information from me, I explained my problem..
> tech person told me to hold .. ok.. then I was disconntected. I guess he
> can't help!
>
> Second support person told me that my D-Link DCS-900W wireless camera is
> not a webcam and it's a security camera which can't be used over the web.
> WHAT!!?? So I asked him what webcam camera can I use. He told me he
doesn't
> know and gave me a presales phone number. This is one clueless person that
> D-Link hired. What kind of a tech person who doesn't know what his company
> offers and his job is to support the products!!? I mean at least he should
> know the wireless category of products because that's what I chose on the
> phone system.
>
> The third person was a female tech support. She took some info and when I
> tried to explain my problem.. she rudely says WHAT!. Puts me on hold..
Then
> I find out I am back in the waiting queue, WTF!!!!! Waited for another 20
> minutes.. the fourth guy comes up.. here we go again.. the same
> routine...asked me if I called before. These guys might have tagged me or
> something in their database or something, so I said no I didn't call
> before, they guys asks for my phone number so I give them my cell number
> just to start fresh and the guy puts me on hold and I get disconnected. I
> couldn't believe it. They did it again. At this point I AM FURIOUS.
What's
> going on is no coincedence.
>
> These people lack the basic communications and technical skills to offer
> proper help.
>
> To D-LINK: You're an aweful company. I hope you go out of business due to
> very poor customer support skills. I am going to return your products to
> the store... and hopefully this will increase your costs and I hope many
> people do the same. I will never buy anything from you again and we'll
> shop for Linksys even if they are more expensive.
>
> D-Link.. I hope people do not buy your products and I truely hope that you
> lose some potential customers due to my posting of this bad experience on
> the web. I wasted hours and you caused me stress and frustration and this
> is my payback to you.
>
> You need to put more resources on customer support. Your big volume of
> phone calls must be due to bad products and support.
> Hanging up on people like this is rude. You probably hire low paid tech
> people who have no interest in providing any support and they are going
> through the phone calls by disconnecting people.
>
> John Dalberg

LOL!

Did these people have an accent strangely resembling the clerk's at your
local 7-11? Or was there a nice quite hum of the sitar for their on hold
music? Welcome to outsourced, over sees, good for nothing, pay them 1/8 of
what it should cost, Welcome to India leave our cows alone tech support

On Sat, 24 Apr 2004 12:39:44 -0700, John Dalberg wrote:
> I have to say that D-Link the makers of routers and other network
> hardware offers one of the worst tech support a company offers.

IME, most companies selling computer-related products and services
offer terrible technical support. Few support personnel in ANY
company have much if any understanding of their products and of the
underlying technology.

It's all about cutting costs. To hire someone who knows something might
cost money.

FWIW when I bought a Linksys WNIC and a D-Link WAP router, and they
did not communicate, I called both companies' tech support. Neither
telephone monkey knew *anything* about networking, but in fact the
D-Link monkey had a much better script. She came to the correct
determination, that one or both radios was nonfunctional.

The Linksys monkey, in contrast, was useless. I told him what the LED's
were doing, and this significant fact was missed. He told me to try a
different Windows driver. Harrumph, I wasn't even using Windows. I took
it in for an exchange; indeed, it was a broken NIC.

YMMV ... YMWV! But never EVER expect to find anyone who knows anything
at the other end of a tech support telephone number.
--
/dev/rob0 - preferred_email=i$((28*28+28))@softhome.net
or put "not-spam" or "/dev/rob0" in Subject header to reply

You'd be suprised, I once hit upon a guy who knew what a static IP was.
Mind you this was at my ISP but...

Jerry Polyak wrote:
> "John Dalberg" <(E-Mail Removed)> wrote in message
> news:17ny3qh3u6qiz.6r42fq6f2idr$.(E-Mail Removed)...
>
>>I have to say that D-Link the makers of routers and other network hardware
>>offers one of the worst tech support a company offers.
>>Yesterday I wasted two hours trying to get some help. I spoke with 4
>>different "tech" people who were totally useless, 3 of whom disconnected
>
snip...

> Did these people have an accent strangely resembling the clerk's at your
> local 7-11? Or was there a nice quite hum of the sitar for their on
hold
> music? Welcome to outsourced, over sees, good for nothing, pay them
1/8 of
> what it should cost, Welcome to India leave our cows alone tech support
>
> You mean Welcome to India, the Al Quaeda alternative to Tech
support-and we will kill all Westerners through there Registry entries...

"TT" <(E-Mail Removed)> wrote in message
newso2dncdCN5d8TRfdRVn-(E-Mail Removed)...
> Jerry Polyak wrote:
> > "John Dalberg" <(E-Mail Removed)> wrote in message
> > news:17ny3qh3u6qiz.6r42fq6f2idr$.(E-Mail Removed)...
> >
> >>I have to say that D-Link the makers of routers and other network
hardware
> >>offers one of the worst tech support a company offers.
> >>Yesterday I wasted two hours trying to get some help. I spoke with 4
> >>different "tech" people who were totally useless, 3 of whom disconnected
> >
> snip...
>
> > Did these people have an accent strangely resembling the clerk's at
your
> > local 7-11? Or was there a nice quite hum of the sitar for their on
> hold
> > music? Welcome to outsourced, over sees, good for nothing, pay them
> 1/8 of
> > what it should cost, Welcome to India leave our cows alone tech support
> >
> > You mean Welcome to India, the Al Quaeda alternative to Tech
> support-and we will kill all Westerners through there Registry entries...

ROTFLMAO!!! Yep, that is exactly what I meant.....

"John Dalberg" <(E-Mail Removed)> wrote in message
news:17ny3qh3u6qiz.6r42fq6f2idr$.(E-Mail Removed)...
>
> I have to say that D-Link the makers of routers and other network hardware
> offers one of the worst tech support a company offers.
> Yesterday I wasted two hours trying to get some help. I spoke with 4
> different "tech" people who were totally useless, 3 of whom disconnected
me
> on purpose!!
> Everytime I call in, I had to wait for at least 20 minutes before someone
> answered. Their system can't tell you how long you'll be waiting.
> You keep getting a message about their heavy volume of calls and yak yak
> yak about their products nonstop ntil you're fed up with their pitches.
> They need to improve thier phone system.
>
> The first person took some information from me, I explained my problem..
> tech person told me to hold .. ok.. then I was disconntected. I guess he
> can't help!
>
> Second support person told me that my D-Link DCS-900W wireless camera is
> not a webcam and it's a security camera which can't be used over the web.
> WHAT!!?? So I asked him what webcam camera can I use. He told me he
doesn't
> know and gave me a presales phone number. This is one clueless person that
> D-Link hired. What kind of a tech person who doesn't know what his company
> offers and his job is to support the products!!? I mean at least he should
> know the wireless category of products because that's what I chose on the
> phone system.
>
> The third person was a female tech support. She took some info and when I
> tried to explain my problem.. she rudely says WHAT!. Puts me on hold..
Then
> I find out I am back in the waiting queue, WTF!!!!! Waited for another 20
> minutes.. the fourth guy comes up.. here we go again.. the same
> routine...asked me if I called before. These guys might have tagged me or
> something in their database or something, so I said no I didn't call
> before, they guys asks for my phone number so I give them my cell number
> just to start fresh and the guy puts me on hold and I get disconnected. I
> couldn't believe it. They did it again. At this point I AM FURIOUS.
What's
> going on is no coincedence.
>
> These people lack the basic communications and technical skills to offer
> proper help.
>
> To D-LINK: You're an aweful company. I hope you go out of business due to
> very poor customer support skills. I am going to return your products to
> the store... and hopefully this will increase your costs and I hope many
> people do the same. I will never buy anything from you again and we'll
> shop for Linksys even if they are more expensive.
>
> D-Link.. I hope people do not buy your products and I truely hope that you
> lose some potential customers due to my posting of this bad experience on
> the web. I wasted hours and you caused me stress and frustration and this
> is my payback to you.
>
> You need to put more resources on customer support. Your big volume of
> phone calls must be due to bad products and support.
> Hanging up on people like this is rude. You probably hire low paid tech
> people who have no interest in providing any support and they are going
> through the phone calls by disconnecting people.
>
> John Dalberg

Netgear comes highly recomended.

--
I saw Elvis. He sat between
me and Bigfoot on the UFO.

"Toolman Tim" said in news:(E-Mail Removed):
>
> Gee, my experience with them was just the opposite. I had an RMA in
> moments, and shipped my NIC in, had it back in about 2 weeks. Fixed.
> Still using it.

RMA'ing their products isn't more difficult than anywhere else. It's
getting tech support to fix their product WITHOUT returning it that
turns into a fruitless waste of time. Anytime I have ever asked them
anything by e-mail that requires even a newbie's level of intelligence
results in a canned response of "we're too stupid to answer your
question via e-mail and you will have to call our tech support". So
just who is opening their e-mails? Obviously tech support e-mails are
not getting read by their tech support folks; otherwise, they would have
proffered a real response right in the e-mail. I mean, when I asked to
to clarify their priority of the firewall rules in their router, their
response was "call us". Like I'm going to believe that they are so
extremely stupid when reading e-mails that suddenly they will become
intelligent when wasting my time on the phone with them. I have no
complaints about the quality of their products that I have used, but
their service is so horrendously anti-productive that I won't bother
with their stuff again.


--
__________________________________________________ __________
*** Post replies to newsgroup. Share with others.
*** Email: domain = ".com" and append "=news=" to Subject.
__________________________________________________ __________

I have had occasion to call D-Link support 3 times. Each time, the problem
was caused by my own ignorance, and each time I was impressed with their
patience and knowledge.

Al

"John Dalberg" <(E-Mail Removed)> wrote in message
news:17ny3qh3u6qiz.6r42fq6f2idr$.(E-Mail Removed)...
>
> I have to say that D-Link the makers of routers and other network hardware
> offers one of the worst tech support a company offers.
> Yesterday I wasted two hours trying to get some help. I spoke with 4
> different "tech" people who were totally useless, 3 of whom disconnected
me
> on purpose!!
> Everytime I call in, I had to wait for at least 20 minutes before someone
> answered. Their system can't tell you how long you'll be waiting.
> You keep getting a message about their heavy volume of calls and yak yak
> yak about their products nonstop ntil you're fed up with their pitches.
> They need to improve thier phone system.
>
> The first person took some information from me, I explained my problem..
> tech person told me to hold .. ok.. then I was disconntected. I guess he
> can't help!
>
> Second support person told me that my D-Link DCS-900W wireless camera is
> not a webcam and it's a security camera which can't be used over the web.
> WHAT!!?? So I asked him what webcam camera can I use. He told me he
doesn't
> know and gave me a presales phone number. This is one clueless person that
> D-Link hired. What kind of a tech person who doesn't know what his company
> offers and his job is to support the products!!? I mean at least he should
> know the wireless category of products because that's what I chose on the
> phone system.
>
> The third person was a female tech support. She took some info and when I
> tried to explain my problem.. she rudely says WHAT!. Puts me on hold..
Then
> I find out I am back in the waiting queue, WTF!!!!! Waited for another 20
> minutes.. the fourth guy comes up.. here we go again.. the same
> routine...asked me if I called before. These guys might have tagged me or
> something in their database or something, so I said no I didn't call
> before, they guys asks for my phone number so I give them my cell number
> just to start fresh and the guy puts me on hold and I get disconnected. I
> couldn't believe it. They did it again. At this point I AM FURIOUS.
What's
> going on is no coincedence.
>
> These people lack the basic communications and technical skills to offer
> proper help.
>
> To D-LINK: You're an aweful company. I hope you go out of business due to
> very poor customer support skills. I am going to return your products to
> the store... and hopefully this will increase your costs and I hope many
> people do the same. I will never buy anything from you again and we'll
> shop for Linksys even if they are more expensive.
>
> D-Link.. I hope people do not buy your products and I truely hope that you
> lose some potential customers due to my posting of this bad experience on
> the web. I wasted hours and you caused me stress and frustration and this
> is my payback to you.
>
> You need to put more resources on customer support. Your big volume of
> phone calls must be due to bad products and support.
> Hanging up on people like this is rude. You probably hire low paid tech
> people who have no interest in providing any support and they are going
> through the phone calls by disconnecting people.
>
> John Dalberg