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

Discussion in 'Wireless Internet' started by John Dalberg, Apr 24, 2004.

  1. John Dalberg

    John Dalberg Guest

    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, Apr 24, 2004
    #1
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  2. John Dalberg

    Toolman Tim Guest


    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.
     
    Toolman Tim, Apr 24, 2004
    #2
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  3. John Dalberg

    Jerry Polyak Guest

    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
     
    Jerry Polyak, Apr 24, 2004
    #3
  4. Well I will have to tell my experiences with D-Link and my 524g wireless
    router.
    First time I called and after waiting for sometime, the tech asked me for
    all my personal info, then as we started to discuss my inability to
    surf......we got disconnected!
    I kinda waited a little while to see if he would call me back..........I
    would probably still be waiting. lol
    So I called a second time and got a different tech (Yes I had to wait for
    sometime again). Again personal info was discussed, but I was in their
    computer now. :)
    The tech told me to check a few things and then told me to change 1 thing
    (10 instead of 100) and then I could surf wirelessly. :)
    He was able to help me and this took less time that gathering my personal
    info. 8^)

    Of course I had to modify a few things in there for security and also had to
    reduce the MTU a bit. I did this without their help. So far all has been
    working well with their products.
    Personally I am not fond of calling tech support. I only call if absolutely
    necessary like when the documentation is very very weak.

    later,
    dave
     
    dave AKA vwdoc1, Apr 24, 2004
    #4
  5. John Dalberg

    TT Guest

    support-and we will kill all Westerners through there Registry entries...
     
    TT, Apr 24, 2004
    #5
  6. John Dalberg

    Jerry Polyak Guest

    ROTFLMAO!!! Yep, that is exactly what I meant.....
     
    Jerry Polyak, Apr 24, 2004
    #6
  7. John Dalberg

    one_red_eye Guest

    Netgear comes highly recomended.
     
    one_red_eye, Apr 25, 2004
    #7
  8. John Dalberg

    *Vanguard* Guest

    "Toolman Tim" said in news::
    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.
     
    *Vanguard*, Apr 25, 2004
    #8
  9. John Dalberg

    Anon Guest

    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
     
    Anon, Apr 25, 2004
    #9
  10. :> 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.

    :Netgear comes highly recomended.

    Netgear has multiple product lines, some using newer technologies
    than others, and some pretty much OEM'd instead of being developed
    in-house. It seems to me that for the very new products using
    OEM'd technologies, that one's support experience might end up
    completely different than if one had been asking about one of
    their older lines that they have more familiarity with.

    I would suggest that anyone who is considering a Netgear product
    that might be considered "expensive", that before ordering,
    one ask careful questions of the potential vendor as to what
    the return policies are, If those return policies involve
    an RMA number to get a refund, then I would suggest that one further
    ask where, hypothetically, the RMA number would have to come from
    in order to get the refund, and I would suggest that one continue
    up any chain of command until one finally reaches an organization
    that is willing to say "Yes, we do issue RMA's for refunds on
    that product, and here are the conditions under which we will do so."
    You may perhaps find the conditions for a refund.... uh, "interesting".
     
    Walter Roberson, Apr 27, 2004
    #10
  11. John Dalberg

    Alan White Guest

    I think DLink provides good support.
    It sounds to me as though you were cut off because of your own rudeness.
    The racist comments about foreign workers is outrageous by those responding.
    What a way to get the world to love us here in North America!!!
    Take it easy, talk pleasantly and slowly and DLink will provide as good tech
    support as any out there.

    I think you complain too much.
     
    Alan White, May 1, 2004
    #11
  12. John Dalberg

    Toolman Tim Guest

    Alan, thank you for your kind, rational comments...I too believe that North
    America is a great place to live, but it is only one place in the world. And
    this world we live in is filled with *people* - all kinds - all of which
    deserve our respect.

    Okay...I'm off my soapbox now <g>
     
    Toolman Tim, May 1, 2004
    #12
  13. John Dalberg

    Michael Guest

    Linksys also has a very fragile support structure.
    I called them about my Linksys firmware and after three
    days I am still left without it.

    They have a multi level support system where the 1st level
    who you originally talks to only seems to be a receptionist.

    I would NOT call their 1st level, Technical Support.
    It irks me to see such a large subsidery company have a lanky
    technical support.

    Linksys Technical Support doesn't seem to have a decent database
    either that or the tech support reps were too lazy to put my cases
    into the database.

    I am amazed at how critical intervewiers are when applying for Tech jobs,
    yet to find people like this on the other end.

    This was just my experience., sheesh

    Michael
     
    Michael, May 6, 2004
    #13
  14. When specifying what hardware you were going to buy, were you considering
    support, or did you simply find everything that matched the minimum level of
    features that you could get away with, and was the cheapest price?

    In many ways, you get what you pay for. D-Link and Linksys provide pretty
    close to the cheapest products out there. How do they achieve that?

    Alun.
    ~~~~

    [Please don't email posters, if a Usenet response is appropriate.]
     
    Alun Jones [MS MVP - Security], May 10, 2004
    #14
  15. I have just binned a week old Netgear DSL router because I found no way to
    get it working and neither could their Indian support centre. They blamed my
    ISP for the setup Wizard failing, but it's been (and is) OK with Draytec and
    Siemens routers.

    Only difference to Dl-Lnk is that they answered the phone immediately the
    two times I called.
    -
    Malcolm
     
    Malcolm Knight, Aug 1, 2004
    #15
  16. Not sure if you can do this, but have you tried reflashing the
    firmware? Several months ago, I had a Linksys BEFSR41 go nutty on me
    and Linksys tech support basically told me to go buy a new one. For
    giggles, I "upgraded" the firmware and it's been working ever since.
    Might be worth a shot.
     
    The OTHER Kevin in San Diego, Aug 1, 2004
    #16
  17. John Dalberg

    mcnewsxp Guest

    i have bad experience with their tech support.
    quick, but bad.
     
    mcnewsxp, Aug 2, 2004
    #17
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