Linksys, A Division Of Cisco Systems Complaint - Buy Your Wireless Products From A More Honest Company
SAN JOSE, CALIFORNIA -- In December 2007, a Linksys wireless router and wireless USB card were purchased for me as a Christmas gift. I finally had the opportunity to hook up the products for use in February 2008. From the month of February to December 2008, I have had to make at least one phone call each month because my router arbitrarily boots me off the Internet. I have case ID numbers and can pull phone records to prove this. By the month of May, I realized that my router must be defective, as my father owns a router by Linksys and he had not experienced these same issues. Also, not one representative at Linksys could give me an explanation as to why I was having repeat issues retaining my connection.
I was never able to log back on without going through a long list of steps with the help of technical support. The duration of each telephone call was a minimum of 45 minutes. Each time I have requested a defective exchange, since May I was told, "you have to call technical support." Then technical support would refer me back to customer service. I wrote an email to the escalated issues customer service department (because they provide you no other options for escalated cases) and received no response to this email. A perfect example of this company “passing the buck” occurred this week-which was the final straw, and only a taste of the run around that I had been given. After another stint of monthly phone calls and no results, I wrote another email in late Nov/early Dec to which I actually received a response- stating to call them! I was provided with the same customer service number that goes to India that I had been calling all along!
I have asked for a local contact or to speak with somebody who is truly in a position of authority several times and to date, not one of my requests have been accommodated. Why is the leadership within this organization hiding from the consumer? I replied and the email was returned stating that I did not reply within the specified lines on the form!!! In response to the second email to Linksys in late November/early December with regard to the poor service, I finally received a reply back stating to call the customer service number! I replied back and received an auto response stating that they could not process my request for assistance because my response was not written within the specified space (which was inaccurate as I was sure to copy and paste my information in the area specified).
Several weeks later (now December 30th) I received a call from Mark who gave the usual empathy statements and said that he would be glad to help me with my exchange and then said "I see that you are just a little outside your warranty but since you have been calling in, we will assist you with an exchange. It should be no problem." I was excited because I thought that I was finally going to get help! M--- BADGE# 24697 gave me yet another case ID number and told me to call customer service (passing the buck once again!!!!!!!) because he was " just tech support" and cannot process any exchanges on his end! When I arrived home on the evening of December 30th, I realized that I left the number in my office on a notepad. I figured it was no big deal, and planned to call the next day once I had the final case number in my possession. Unfortunately, my computer booted me off again that same night- forcing me to call Linksys once again! After waiting on hold, an excessive amount of time as usual, I was connected with a representative named K-----, who provided a badge number 40713.
After I explained my problem to him, he said that since he was just a customer service representative, he could not assist me because I was "outside my warranty" and that a manager would have to assist. I was promised a connection with a supervisor/manager and placed on hold for a period of approximately (perhaps longer) 15 minutes. The first time, a manager named S--, who provided no badge number, "assisted" me by saying that he can extend my warranty by six months. I told him that this was unacceptable because I have had to call every month since owning the product and the problem only repeats itself. I repeatedly explained to him that I want my product exchanged for one that actually works. Finally, he disconnected the call after a long silence and no warning. When I called back, I waited on hold again and spoke with a gentleman named R-- BADGE# 7137 (by the way, it is amazing how quickly these representative speed through their names and badge numbers and are often reluctant to repeat the information- once again why does Linksys hide from the consumer) who claimed that there "was no S-- there" and went as far as to mock me by saying," We are in India there is no S- - here", and he did not even have a record of the phone call.
The last record that he has was from a call that I received from M----, the technical support representative from earlier that evening! R-- promised to connect me to a manager. I waited on hold for 35 minutes! The call was then disconnected. I could tell that the phone was picked up twice and put back on hold because every now and then I would hear people speaking in the background the way you typically do when contacting a call center, then the phone was placed back on hold. After the phone was disconnected, I called back and after waiting on hold, I was connected to a man named R--- BADGE #7228. He told me that they could not help me (he would not even help me get back online) because I was outside of my warranty (no kidding how many times did I have to repeat my story and whose fault is that, it's not like I just started calling yesterday)- unless I either paid a one time fee of 29.95 or for a 6 month warranty!!!!!!!! So how did I go from being promised assistance with my exchange (after almost a year of phone calls) to an offer of a 6-month extended warranty to no help at all unless I paid for the warranty!!!! After R--- continued to try to extort money out of me by saying "I will connect you to technical support but only after you pay", I finally got fed up and disconnected the call, as it was now 1:05am EST and I had made no progress.
After repeatedly passing the buck and sending me on wild goose chase, I was told that my "warranty is up" and now they cannot help me unless I pay for an extended warranty!!! I truly believe that LINKSYS/CISCO SYSTEM's practices are dishonest! When you contact the customer service line, they have a recording that states, "If you believe that your product is defective and you need an exchange, you must first speak to technical support..." But even after speaking with technical support, you are told that you must go back to customer service and then customer service passes you back to technical support. Not one representative actually walks you through the exchange process. The only thing that is ever accomplished in these calls is a representative walks you through the process of getting back online after being booted off! They totally ignored my request for an exchange, purposely brushed me off until the warranty was up just to tell me that they couldn’t help me "because the warranty is expired!" I was intentionally brushed off until my warranty expired, just so Linksys could avoid having to exchange my router.