DLink customer service sucks ...

[Good Companion]

Avoid them like the plague unless you're dealing with a good vendor who will back you up. My experience:

In April I signed up for cable internet service and bought a wireless router and wireless nic made by DLink from Amazon. I also bought a DLink cable modem from BestBuy. (Normally, I'd avoid BestBuy like the plague, but I had a $50 gift card from a credit card point redemption.)

Anyway, in mid-June my internet service quits on me. I get the tech out, and he confirms there is a good signal and that my modem is bad. (He put a different modem on and it worked like a charm - I'm using it now.) He also tells me that this is only the second time he has seen a cable modem die.

Anyway, I call BestBuy, who promptly tells me that they will do nothing for me is it is outside of the 30 day return policy (even for an exchange). I then call DLink, who quickly gives me an RMA number. I ask them to also pay for the shipping, because the modem died 2 months after I bought it. The rep says she can't because of policy. I ask to speak to a supervisor. The supervisor is nasty and says that he could give me a call ticket (pay for shipping) but he won't because "I don't meet the criteria".

I ask him what the big deal is. He says its policy and that these modems rarely fail. I respond by saying that if it is so rare, it wouldn't be a big deal to pay for the shipping. He continues to refuse.

Anyway, I sent the modem back and will never buy one of their products again ...

Dana

[Emc2]

Hmm...if it's policy, most companies won't break it. By buying one of their products, you have to agree to certain terms. It sounds like their c/s department is pretty standard. At least you got a quick RMA number...that is more than I can say about some other companies, who you have to hassle to even get them to admit a part under their warranty is bad...

I think all customer service sucks.. althought AMD and Att has been pretty good.. Heck Att was so good they were calling me a couple times a week tryin to sell me stuff...


Oh yeah Dana know the feeling well... I call it givin' them the kiss of death.. And when I do, I'm done.. Well, OK most times..

[Good Companion]

Surrreal: You're right; it seems nearly impossible to get good customer service today.

Emc2: I see what you're saying, but I think such a rigid policy stinks. Especially with a product less than three months old ...

Dana

[FreakyOCR]

Hey.. try dealing with Sony. (for computer monitors) If they replace it, it's with a refurbished, scratched up piece. If they try adn fix it.. YOU have to find the nearest service center or YOU have to ship it away. And let me tell you shipping a 50lb monitor woulnd't be cheap. You'd think spending $550 on a computer monitor would grant you better service. Now I just live with my blurry sided monitor.... what else can I do?

[Good Companion]

Oh, by the way ... I still haven't gotten rebate on the piece of [poop] yet ...

Dana

[geneluster]

NEVER BUY ANYTHING DLINK!
My experience with them is that they put products on the market that don’t work and you have to apply endless firmware updates and even then, you never get things working as advertised.

Case in point - Dlink entertainment system for the TV. Bought one of the first generations, networking didn’t work, would not stream video without locking up, had to constantly be restarted. After 3+ firmware updates, I threw it in the trash.

DIR-451 Mobile Broadband router. I am returning it to dlink because it doesn’t work with AT&T. After spending 4+ hours with tech support and going through a replacement unit, the problem is according to DLINK is with AT&T and they will address it in a firmware upgrade at some point in time in the future. When I told the tech that the product didn’t work, he replied “It does work, it just needs an update” (That they don’t have). I replied, I plug it in and I can’t access the internet, how is that working?

I now have been holding for 1 hour + to get a refund and the tech said that this manager approved it, but he would have to "convince" customer service to give it to me.

I then recieved an email telling me to send it back to the place of purchase for a refund, and it was after the period in which they would accept, go through the website RMA process which only gives you options for replacement, not a refund. After all this, they still can't have a human being call me to process the refund, they just dumped me back into their endless and pointless automated processes. These people just seem incapable of thinking on their own.

[Trauma_Hound]

So my router died after less than 6 months of use, the radio died previously 3 months after I bought, it was RMA'd and they sent me a new one after I gave them my credit card to do cross shipping. Well this time, I was politely livid, and told them I don't think I should have to pay for cross shipping, and shipping charges. RMA CSR was no use, asked to talk to a supervisor, still no use. Got their main number, convinced operator to connect me to the head of the RMA department, once again I'm blocked. I ask him to connect me to his boss, he tells me he has no boss. I tell him I know he has someone he reports to, and I would like to talk to him. He still refuses and swears he has no boss. Once again I call back, talk my way around the operator, get Chenda's boss. Now I'm getting somewhere, he looks at it, and now they are cross shipping at no charge, and sending me a UPS label to ship the dead one back.

Customer 1, Dlink 0.

Ugg, customer service shouldn't be this hard. It's like companies don't want you to ever come back and buy other products by them.

These things shouldn't die like this, considering what I paid for the DGL-4300.