Read the reviews below to see the experience other people have had when dealing with customer service from D-Link.
I sat on the phone over 25 min and then got some message that I need my credit card, I said I didn't want that feature and ect, I am send back to square one.
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I bought a Movienite and cant' seem to get it to set up and I wanted help.
What do I do now
So I bought a Toshiba laptop at a major store then i was having trouble w/ the hookup and getting reception in my house. went back to the store to complain they sold me an extended box that wasn't any help at all took it back they told me to follow the instructions did and that didn't help. Took it back again to have get money back now they say it's been over a year had the receipt and warranty in same box with papers nothing was missing and still they refused to return monies so who do you deal with when they sell you something you can't use and have tried to return in that year. So now I'm out of that money as well. When you say you'll return or honor the customers wishes for an exchange or refund now I know they just out and out lied and some people cannot afford luxury items to update their pc. You need a better policy on your returns.
Hey D-Link social media management, this may be the wrong place to post something like this, and I understand if youâ??d like to delete it to maintain company image, but at least read and forward it to the appropriate department before doing so.
So Iâ??ve been having a major issue with a router I bought a few months ago in Canada (DIR-835) and brought with me to Sweden for use during my exchange program. Up until a few days ago, it was a fantastic router, with a wide range and excellent signal strength, but suddenly it became a plastic brick. It broadcasts its network, but doesnâ??t obtain an internet connection from the internet-in ethernet port, so the network is offline. This problem is not the main reason I am writing on your page today.
The phone number listed for technical support (1-800-361-5265) for Canada in both your phone trees and current warranty booklets (from your website) doesnâ??t actually work. Iâ??m aware that during economic downturns companies restructure and in the process, certain things fall through the cracks, but to have this number disconnected yet not updated elsewhere is pretty bad. Instead of simply redirecting people to call your U.S. technical support number, and instructing employees at the call center to accept Canadian calls, this is what happened: I dialed the U.S. number explaining that I purchased a router in Canada, and they gave me the aforementioned number repeatedly in between me trying to explain that the number was out of service, before simply hanging up on me. Like, what the hell is that? So I try another tactic, and call back telling the next person I bought it in the U.S. This time they listen to my problem, establish a case number for me (C6069243) and over the course of 5 or so phone calls, some lasting over an hour and testing my patience to its limits, I am given tech support that ultimately determined that the router was defective.
The RMA (return merchandise authorization) information the last tech support agent emails me tells me all about shipping to your U.S. address, even though I explained that I was in Sweden and this wasnâ??t possible for me. I call a customer service number and speak with an agent who tells me that she wouldnâ??t be able to do anything for me besides giving me a phone number for the Swedish customer support, even though I asked her to speak to a manager or contact the Swedish office herself explaining my situation. She repeatedly said that she was only following company policy and even stated that she â??needed to take more callsâ??. The number she gave me is actually for Austrian customer support and, like the Canadian number, also out of service.
Iâ??m normally not the kind of person to get upset over things like this, but as someone who has worked in customer service for the entirety of my working career (Iâ??m 22), this bothered me a lot. In countless internal company publications you read about how some employee went above and beyond their job duty to make a customer happy and how the rest of the company workforce should emulate them, but I feel as though D-Link might not have such employees.
Iâ??m aware that my situation is a very marginal case and shouldnâ??t be the basis for customer support policies, as it would cost huge amounts of money to support things like this. But by leaving phone lines outdated and instructing call center agents to focus on getting calls answered rapidly rather than finding ways to solve issues, you leave the impression with customers that D-Link doesnâ??t put much effort into supporting them, and this is what disappoints me.
I hope that I can get at least one small bit of help: What do you recommend for my next router, Linksys or Netgear?
DLink has THE WORST technical support by far!! It took 1 hour to fix my internet connection and I still ended up having to call them two days later to help me with network settings because all my other wireless devices could not connect properly on the network. Then the call kept getting disconnected (it was on their end because I used three different phone lines), they called back once but nobody was there when I picked up. my sister and I ended up fixing the problem with the laptops ourselves, but our smartphones still need to be connected!!
I recently had a boxee box go bad after 6 months with a screeching internal fan. I initially contacted Boxee who are great folks.
When I contacted d-link the nightmare started. The first call to the non-english speakers had me turn it off and on to fix it which it didn't. They had me wait an hour & try it again. Since it didn't immediately make noise because the temperature hadn't gone up they called it fixed .. call us back if it does it again. I re-contacted Boxee & they went out of their way to contact d-link & make them rma it. I called d-link back & they issued an rma, but with all kinds of intimidation about what they were going to charge me if I didnt include everything like the quick guide. I still have all of the items, but then I saw where they were going to test it & if it wasn't broke to their satisfaction they were going to charge me a restocking fee & return the defective boxee to me.. what a sorry company. Up until now I have bought d-link routers & other equipment...now I will never buy another item made by them. Forget about customer support with d-link, you probably won't be able to communicate with them in English anyway. I will fix the item myself with another fan then buy something else when the boxee finally dies. I will say that the folks at Boxee are great to deal with...it's just too bad they partnered with such a sorry bunch as d-link.
D-Link has the worst customer sevice I have ever come accross, calling from UK call costs 10p/minute and they keep you waiting forever.
I have been waiting for 20 minutes as I type this.
My problem is with a faulty DIR-655 wireless router that I bought for £55 less than a year ago.
I will cut my losses and hang up but this is the last D-Link product I will ever buy and anyone I ever talk about technology will be warned about their poor quality of both their products and customer service.
Update: hung up after 30 minutes waiting to speak to someone.
This company is garbage and their support is even worse. They kept saying my usb hub was not compatible even though i ahd just installed the device fine on an identical machine. The support agent didn't provide a remote session to examine potential causes, he pretty much said I am s.o.l. I will never be purchasing a Dlink product again, and I will reccomend the same to anyone I know. Thanks for your poorly supported hardware and the waste of time it was to speak with tech support, who kept telling me what I already know "the device cannot be recognized by the computer" well no kidding! that is why I am speaking with you, what a mess this company is!
I also bought a Dlink DCS-932L camera. It is a great piece of hardware. Dlink should have never attempted to also market this as having the ability to enter a Dlink portal for viewing remotely through the internet. I have been on the dlink customer service line for over 6 1/2 hours. First with level 1 techs that barely know the product then switched to a 2nd level tech that knew a bit more... Then to a level 3 tech that I allowed to remote into my computer. Needlessly to say They could never get me to be able to have a my-dlink account. The level 3 tech told me that I would have to use another computer to load the software with. I only have access to one 30 mile away. So today I drove there and tried to load a downloaded wizard version of the software that I would finally allow me a Dlink portal for this camera. This was 30 miles away and a totally different computer. It allowed me to go to the 3rd step in the wizard and then stopped. I called Dlink customer service and then after another round of techs... 1st level .. 2nd level and then 3rd level... The same song and dance. I ask the tech if his corp. was attempting to destroy this great product DCS-932L. I told him that I really liked this camera. I just did not understand why Dlink as a corp. would allow one of their finest products reputation to be damaged by something as little as not finding a quick fix to allowing at least their level 3 tech the ability to set up a My-dlink account. I was really fit to be tied when I ask why a level 3 tech at Dlink could not set up a my-dlink account for me. He said something in the nature of... The company does not allow us access to that computer to be able to do that. Then I was ask if he could remote into the computer that is 30 miles away at my brother’s house. I told him... A level 3 tech had done that on my computer and when he was finished he left a bunch of software he used and did not clean up after himself before he left. I ask this level 3 tech if he would follow this up. This is the type of corp issues that need to be championed by customers that believe in the product... I do, but I am not sure Dlink does. here I am telling a level 3 tech to be concerned and step out of line and get this corrected if he has to piss off a corp divisional vice president. I am always blown away by how corp spend money pretending to help the customer on help lines. A product like the DCS-932L is really the best on the market with exception of the promise of clean and simple installation. Today I was promised that a product engineer will be calling me tomorrow. I truly believe I should be on Dlinks payroll. After all this is said and done, why does this company advertise the VIP program - value in partnership that offer account to partner portals when there is probably more than a few cases like mine that wonder where is dlinks value in our partnership... I am a dlink guy... somebody piss off a Dlink vice president and get something done about this. Stop seating on your hands and delivery what you promised this product would do. You got our money now it time that you fix this... NO MORE QUALITY TIME WITH YOUR TECHS>>> Get this fixed... please.
D-Link customer service is just plain awful.
I purchased a network camera and installed it into my home network and it works locally. The web app is intended to access the camera when away from home and this requires a mydlink.com account to be set up. I set up the account and verified all of the data and tried to access the camera. The message that appeared was that I needed to verify my email account. I agreed an 2 days and countless retries and I still haven't been sent the link to verify my account.
I tried tech support and after 5 hours of being switched from one rep to another they told me the hardware worked and there was nothing they could do.
I then tried D-link's email sytem and received a prompt email that gave me a csse number. A day latter and no resolution or direct response.
I did get a survey request regarding their support site which I was eager to fill out but when I entered the case numbers assigned there was no record of either in their system!
Good bye forever D-Link, I will never buy anything from you ever again.
I have purchased a Boxee Box around June or July of 2011. I called the included technical service line 1-877-453-5465 Recently it locks up when being turned on they had me try and reset the factory settings by removing the power cable for 10-20 seconds then plug back in, then hold the power button for seven seconds to get to the menu to restore factory settings. No luck just goes to a red screen. They had me do this 5-7 times with the same result. Then they had me do the same thing for this time when I held the power button I did so for 20 seconds. No luck again. Then they had me try and reset the factory settings by removing the power cable for 10-20 seconds plug it back in, then hold the power button for seven seconds to get to the menu to restore factory settings. They said they would mark it defective and send me an E-mail about how to go about getting it replaced... they said it would take up to 24 hours for me to receive the email....24 has come and gone... so I called and had them verify my email address and they had it right. But this time they said it would take 48 hours to receive the email. I will respond to this note in 24 hours and let you know if I receive the email.
I wasted over five hours on the phone with D-link tech support following their useless requests to repeatedly update firmware and adjust settings on a $75 DIR-655 wireless router only half-way through the 1 year warranty period. I still was refused an RMA because I refused to wast another half-hour updating the same firmware for the third time.
I've cut my losses and tossed the dead router in the trash. I am a 30-year veteran I.T. professional and D-link has lost a customer forever by avoiding honoring the warranty on a $75 product. I will never purchase another D-link product for myself or on behalf of a customer again.
I just spent two hours with customer support and talked to almost 10 different people. The support is absolutely terrible unless you talk to the right person. The best thing to do is dial 0 for the operator and then ask for a supervisor. The supervisor was the only person that was able to help me. All I needed was an A/C adapter. The other nine people told me they could not send me the adapter and the supervisor was able to do it in less than 5 minutes.
