Complain about a product or service

D-Link

Nancy of Jacksonville FL (04/06/08)
I called because a wireless adapter was not functioning which had a 3 year limited warranty. I was told they had to troubleshoot the item with them before I could get the RMA. So I did.

45 minutes later the lady apparently in another country told me it was not the adapter but my computer network. I explained to her that I had 2 other dlink adapters that worked fine on the computer so it could not be That the adapter was completely dead and wouldnt even light up to bad it is my problem.

SO... I thought I would try another operator to get a RMA same deal on the phone 40 minutes troubleshooting Same story anyway this went on 3 times total

Moral to the story dlink sucks and the 3 year warranty is a sham, they will never give you a return merchandise authorization!!! So that the warranty can be honored. Needless to say I have never purchased another dlink product ever again and never will. I was on the phone doing the troubling shooting they require 3 times and could never gat that elusive RMA.

My office computer was out of service until I could get to the store to purchase another adapter and used up almost 3 hours of cell phone time for nothing and work time to talk with an idiot

Kiva of Portland OR (02/22/08)
I purchased a D-Link N series Router in July of 07. It came with a 1 year warranty- After 7 months, the router malfunctioned and quit working. I spent 4 hours on the phone with technical support trying to explain to them that the router died and needed to be replaced. At first, they refused to honor the warranty, and told me I would have to pay for it to be replaced.

If it was truly covered by a warranty, there should be no charge except for perhaps shipping. The people I spoke with were not helpful, and often transfered me back and forth between departments. Finally, after talking with several employees over a period of several days, they agreed to replace the broken router, provided we pay for shipping. This problem could have been avoided by simply listening to my original phone call placed to technical support.

I operate a website design company from my home. I am a very small business and this problem cost me several hundred dollars in lost time, and purchasing a new router. I dont have the money to spare, and the time wasted by shipping and talking on the phone has now made the replacement router ours permanently, as we had only 10 days to return it. When I get the replacement router, I will have to sell it myself in order to recoup some of the amount Ive lost now.

Richard of Las Vegas NV (10/30/07)
I have been using D-Link products for years, primarily because of their high-quality products and outstanding technical support. I maintain two networks that employ D-Link routers and switches. Imagine my surprise when I recently attempted to receive some support while trying to add a new computer with the Vista Operating System to one of my networks.

When calling D-Link for technical support, I was first switched to a 900 number that had nothing whatsoever to do with technical support. Minimum charge: $9.95. Then, I was connected to a third-party support service that has apparently been contracted by D-Link to provide outsourced technical support. The cost is $29.95 for a maximum of 30 minutes on the telephone. A timer automatically breaks the telephone connection at exactly 30 minutes. The support technician steadfastly refused to listen to me at all, and wasted all 30 minutes of the time(and the $29.95).

With a system that had now been totally disabled from following the instructions of the arrogant, non-listening support technician, I had no recourse but to call back and ask to speak to a manager or supervisor. I was told that they had all left for the day, and nobody was in charge. Grudgingly, I was forced to gamble by agreeing to pay another $29.95 fee for additionasl support. The different technician who was now handling the case was a little better at listening, and we were able to get the router partially working again in less than 30 minutes. It galls me that I had to part with almost $70 to get a router working with MS Vista when a new router would have been hardly more expensive. To top it all off, the router will not retain its settings between sessions, and if the computers are disconnected from the network, the router must be powered down and restarted before any computers will reconnect to it. What a pain!

Bottom line: I no longer will purchase D-Link products, and I will make sure that the technical people with whom I deal are aware of this company's extremely poor attitude and service to its customers. I have already purchased replacement routers since this incident, and I purchases LinkSys products. If we're going to get lousy support, we might as well but whatever is cheapest or on-sale.

Router still not working properly, but they have kept my money.

Ashley of Little Rock AR (9/21/04):
I have had to make NUMEROUS phone and have spent countless hours calling for various issues with both the d-link wireless card and router. I get disconnected 3 or 4 times before the initial problem is solved. No one calls you back, you have to call back and tell your story again to a different service rep and hope that you don't get disconnected again.

I have had to send back both products at my shipping expense. It takes 2 to 4 weeks to get your product back after being sent it for repair/replacement.

I have wasted a lot of my time on the phone with d-link because of the disconnections and I have had to go without internet access for several weeks at a time waiting for replacements. I have spent about $20 on shipping fees to send defective hardware back to them.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.