D-Link

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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.

Anonymous 4/10/13 11:14AM

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?

MKP 10/30/12 12:38AM

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!!

DB 10/23/12 12:14AM

After 2days and 4 phone calls I still have not been able to download the CD that, comes with the camera so I am taking it back Try something else my 2 year old speeds better

Frasiolas 9/12/12 2:18PM

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.

Snuffy 7/6/12 11:33AM

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.

Anonymous 7/4/12 2:59AM

D-Link..D-Link..D-Link..D-Link..wow D-Link
I never saw such a bad experience..No on call support, No email support and No chat support(which we will get continously busy all the time)..Please help me, what to do...

Mahesh 6/13/12 12:29AM

They say that their office hours are until 6pm Pacific Time, but it is 5:20 and I'm getting the answering machine telling me their offices are closed.
That is POOR POOR customer service.

spokane 4/30/12 5:21PM

Terrible phone support. Took over an hr to find out my device was defective. Then I find out I have to pay for shipping for their broken product.

Cool013 4/3/12 6:08PM

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!

Staric 2/16/12 9:30AM