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Steve of Aloha OR (06/18/08)
While installing a new Linksys Wireless-G Printer Server (WPSM5G), I ran into some trouble and needed tech support. I had two experiences, one good, and the other unbelievably bad.
With a printer server, in addition to setting up the server device, I needed to set up each PC and Mac to access the printer through the server. My first effort was with my Windows Vista PC. I needed tech support, and Linksys came through for me. With some direction, I was able to get the PC to print across my wireless network to the printer attached to the Linksys server.
The Mac was another matter. The installation CD that came with the WPSM54G works only on PCs. I poked around on my Mac and tried the Printer SEtup Utility. It offered me a variety of protocols to use. I called Linksys tech support again, and asked which protocol to use. I was told the product wasn't compatible with the Mac. I asked what protocol the WPSM54G used, and the tech put me on hold to consult with a higher power. When he came back he said that since the product was incompatible with Mac, he could answer none of my questions. I was stunned. I ended up experimenting for an hour and was able to get the server working with the mac. Linksys, if you read this, I'll sell you the solution for $50K.
Linksys WPSM54G costs only $100, so the economic damages would have been minimal for me. I'm concerned that Mac users wanting a print server might choose Linksys thinking that it might work with a Mac. The box is not clear about this. The software and, evidently, the customer support, is focused strictly on PCs. This could affect thousands of Mac users.
Derek of Frederick MD (02/27/08)
The technical support process of Linksys is horrible, terrible, frustrating, and absolutely unacceptable in every way. I use, and have provided my clients with, Linksys devices for years, having better than average success with their products. With technology, I understand and respect issues with hardware and software, etc. However, the Linksys technology support is, did I state, poor! Lucky for them they use VoIP, because their phone charges would create a business change otherwise. Each call is not simply a long wait, but includes an initial technician who creates the case, adding additional time, who eventually is only able to transfer ('route') your call to the proper technician. For my problems, I find there is a 'special' VPN router level, off site, who handles those calls. Bottom line: If you have 45 minutes, the ability to share your information, and the patience at being put back on hold (for another 5-10 minutes) in order to get you to the correct technician, you're hired. With all of the voice prompts, the correct technician should be waiting to take the call. Business 101: Customer Satisfaction - without a customer, you have no business.
I have spent hours (days) of work time on hold... opportunity cost. I have spent hours (days) of time on reconfiguring products to their specs, only to find the device STILL does not function properly. I have carried countless days of anxiety, frustration, and anger, at a QuickVPN being anything but quick. I have lost clients due to Linksys products.
Ian of Toronto OTHER (12/04/07)
I was connected to the Linksys customer support line by my ISP, Bell Sypatico to get the passcode/key for my Linksys router (14 digit code). My internet is through Bell DSL modem and Linksys wifi router. I provided them with personal details to confirm the account. The call representative then asked for the model number and serial number. I confirmed the router and switch port model information. He put me on hold to look up the information. I was told hat model is no longer under warranty and that it would be $29 for this information.
On principal I couldn't pay this tax. I was asking for a code which I owned because I bought the router and this was the original code they set up. This was not a technical support issue. It was a 14 digit code that they have on file. Our copy of the ISP Manual was misplaced. Without this code two of our home computers cannot get on line. I refused to pay. I asked to speak to his manager and twice he cited me company policy.
Cannot access broadband connection which costs $50 per month.
Keith of Covington LA (12/04/07)
I purchased a Linksys router WRT350N from Best Buy and have had nothing but trouble. After 6 calls to Linksys and over three hours on the phone trying the same tired set of procedures to fix the situation, I was finally told I had a defective product and that I would have to call customer service (not open at night) to receive a replacement....IN ABOUT A WEEK.... I waited an excessive amount of time just to talk to the technician and was guided by what seemed to be guide book procedures without an understanding of the issue at hand. I will take this loss and don't plan on purchasing any Lynksys products in the future.
Paul of Swainsboro GA (10/18/07)
Today I finally was able to afford to completely afford to purchase the complete package to make my home computers wirelessly routed well apon contacting linksys to help with the install I was told that there would be an additional $29.95 for Tech support as the products were out of warrenty with them I explained that the units were not broken and not in need of repair but a simple bit of help to install them and was told that my creditcard number was needed well lets just say after being on line with this person who could barely speak or understand english I was getting red hot under the collar so I explained that I had only purchased this particular part about 3 months ago and wanted help but he insisted that he needed me too pay more money ???? I cant understand how a company expects to stay in business very long when their customer service is based on if they can get another couple bucks out of each customer who needs a little help with their products.
I now have in my possession a wireless router , A Pc Card And the other little box to connect the computer in my brothers room Im out about $250.00 to $300.00 but will soon be trying to return them to walmart and purchase the products of Lincsys's compatition.
Kathy of Akron OH (05/21/07)
The Government should have a massive recall on this Linksys Router. What rip off. Keeps cutting out, having to reinstall constantly...spend $50 service call. No help from the guy on the phone.
College kid having a fit cause he can't access the web on his laptop, me with a headache listening to him whine...
Lauren of Lake Oswego OR (05/03/07)
I was referred by ComCast to contact Linksys to access my network key so I could add another laptop to the wireless connection we purchased through Comcast. This process took 4 hours - at no point did I get access tothis information. Also during this process I spoke with 5 employees of Linksys in the Phillipines, 2 of which were supervisors. In an attempt to gain access to my network key, Linksys shut down my wireless connection completly as a result of incompetent network configuring. No one from Linksys would take responsibility for this, even though it happened during the 4 hour process while I was on the phone with them. I was repeatedly lied to and insulted. I was refused the right to speak to a manager and also was lied to about the location of the office of the people I was speaking with. Eventually a contracted employee of ComCast was able to fix the problem.
As a result of being on the phone with Linksys for nearly 4 hours and subsequently not being able to access the internet as a result of their troubleshooting, I was unable to work and access company websites. I was also mocked and spoken down to repeatedly. By one supervisor in particular, Elaina Deralta, I was asked in vain if I understood the english language. This was of particular interest as I was calling from the United States and was speaking with someone in the Phillipines.
Georgette of Warren OH (04/16/07)
I bought this product, it is a WIRELESS SYSTEM, I HAD IT INSTALED BY ONE OF THEIR REPRESENTITIVES WHO THEY SENT, ....they are called the GEEK SQUAD....HE CAME AND INSTALLED IT, charged me $160.00 and it only worked for 3 weeks.This has been going on for a year to date...I have contacted them at least 10 or 12 times, and they will not rectify the problem. They also have reps...that speak broken english, that you can not understand, but, somehow, I make it through the conversation and try to get their names..they keep passing the buck, and nothing has been done about my problem. It quit working under WARRANTY and they won't stand behind their word, i am so sick of this.
Since their product doesnt work any more, and THEY took my money,I have no WIRELESS NETWORK SYSTEM, THAT I PAID FOR. IT has ruined my new computer, and I JUST HAD PURCHASED THIS NEW LAPTOP FROM BEST BUY.
G. of Ottawa, Canada (03/13/07)
In the last month of its 1 year warranty, our WPS54G print server failed. After working with a technician through their live chat site who determined that the unit was toast, we were given an RMA number and instructed to send it to Linksys Canada for replacement. It was FedEx'd to them immediately. Now, eight weeks later after bi-weekly phone calls into Linksys Customer Service to find the status of the replacement, we still don't have a replacement nor any status on when they will send us a replacement. Their call centre reps, who seem to be located in Thailand, have no clue as to how to obtain any status or to effect any service whatsoever. They will not tell me to whom they are allegedly escalating my inquiries to. No one has ever called me back, and the more I call, the longer I get put on hold. Every time I attempt to get the status of the RMA from the linksys.com website, I get a message that the website is down. I don't believe that this site has ever worked. I cannot get a refund and cannot even get my original dead unit back. We have been very patient, but after two months, enough is enough. Aside from suing Cisco, what else have consumers been able to get from Linksys?
Without this print server device, we have had to run a cable across the office to a computer that has to be left on all the time so that people in the office can print their documents. It is a waste of electricity and a waste of our time to have to keep pursuing a customer service organization that doesn't have a clue how to do their job.
Thomas of Carbondale IL (4/29/03):
In November of 2002, we purchased a Linksys BEFSX41 router from our local Best Buy store to use with our DSL service with Neondsl.com. We paid a full price of $99.99 for the device and installed it with little difficulty. The device worked fine for a few days but was exchanged within the 30-day policy for Best Buy for a replacement unit.
FYI, we have a 4-port device and have two computers on line to it. The new device worked without difficulty until about a week ago when it started dropping the DLS service line. Since that time, we have tried a number of corrective attempts without lasting results. These included:
• Extensive discussions with the DSL provider who diagnosed the difficulty from the ISP site, concluding that the problem was in the router;
• Frequent manual resetting of both the modem procured from the ISP provider and the router (powering down for 30 seconds or so);
• Multiple attempts to use a hard reset of the router (manual reset button down for 45 seconds or so);
• Changing the ports used on the router to see if different combinations of ports would work.
Many of these would restore use of the router for periods ranging from an hour to a day. Today we took the router off line with an intention to seek another replacement from Best Buy. As you know your device is rated highly. Best Buy quoted their 30-day policy on returns and promised us that Linksys would honor the warranty on the device, a position also suggested by our ISP provider.
Knowing that any solution requiring a replacement or repair would take days and/or weeks, we purchased a different router (Netgear). It did not install quite so painlessly as the Linksys router, but it has worked successfully since installation The intention at this point was to contact Linksys to discover procedures for returning the device for either replacement or repair, obviously at the discretion and judgement of Linksys.
I have spent an hour today with one of your support personnel without a solution to my continuing problems. May I first indicate that your technical personnel are dedicated, and the lady with whom we had extended conversation did her best to represent the highest standards of support in the interest of the Linksys company. We did have considerable difficulty communicating due to a language difference and frequent misunderstanding about what was being said.
As a side observation, unless your customers speak the same native language of your support staff - not sure what it may be - there are going to be difficulties helping your customers, especially about technical matters. Neither myself or my wife are technically naive. She teaches EE at a university and I have been a computer professional at the same university for over 40 years (since about 1957).
Hence, the unsuccessful hour-long conversation - rather attempt at conversation - with the support staff. She kept insisting that we reinstall the Linksys router and verify the lack of conflict in IP addresses. We were unwilling to do this after struggling with the intermittent problem for over a week and after spending an additional $75 and an hour installing one of your competitor's products.
My recommended solution: Let me return the device. You can check it out to your heart's content. If the problem is mine, I will pay you for the inspection and repair if required. If the problem turns out to be Linksys' problem after all, you can replace the device. I will pay for any shipping and handling, of course, in either case. We will keep it for a backup to our Netgear unit.
Frankly, after over 40 years in the computing business, I have never experienced such a cavalier attitude. So be it. Be sure I will advise all with whom I come in contact to avoid your products. FYI, the Netgear router we installed to replace your second faulty router (we replaced the first one through Best Buy), has not given any trouble. Good luck with your future. If my experience is an example of the kind of support you normally give, you will not be in business long. My $100 investment with your product has been a total loss in the end, and I could have spent only $75 to have gotten my problem permanently solved at the outset.
Ron of Kennesaw GA (3/26/03):
The Linksys Wireless Router would not connect to a PC with a wireless card. The install disk cutoff the DSL Internet connectivity, but the install requires an Internet connection. If that wasn't enough I had the misfortune to speak with Reggie and Louis. In addition to speaking "not good english" and having awful listening skills they claimed that the Linksys Wireless Router does NOT support file sharing, printer sharing, and Internet connectivity.
Just what exactly is it these people think a network is?
Reggie waisted an hour of my time trying to get me to use a PPPoE connection when I told him I had a specific ISP. He never addressed my original question and finally when his own ignorance caught up to him he claimed the Linksys Wireless Router did not support networking two XP computers. A request for a supervisor got me 20 more minutes of holding and "team leader" Louis. She didn't ask about my situation but also claimed sharing files was unsupported. She went on to claim that there were no available supervisors or managers in the building. She also claimed the call center in Irvine had no direct line and the supervisor had no extension or voicemail.
Humberto of Fort Collins CO (3/7/02):
I cannot get my rebate from this company even though I have submitted a valid form and re-submitted twice more. It is a matter of principle. $10 is not a lot of money but these guys can't just stonewall me like they are doing.
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