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Review 12/15/2008
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D Link technical support is so bad – I can’t even find words to describe it.
First, if you have to contact them – take a vacation. You’ll spend hours on hold. Not at once – the will disconnect you unanswered call in 15 or 20 minutes, so you need to dial again and listen to the same “menu options” that “have recently changed”.
Of course, it’s because they “experience unusually high volume of calls”. If it goes on for months – it can’t be “unusual”, right?
My D Link router stopped working after 6 or 7 months, and it took me four months to actually have them replace it. According to their rules, I had to pay for shipment of my old unit to them.
That’s not the end of the story.
The replacement unit was bad on arrival. It took me a month to get to a technical support person, only to hear that “my” firmware (the unit I just got from them!) is not the latest version, and I need to update it and call back. More fun! Please note that their “24 hours” tech support only works during your business hours, so in order for them to make sure that the non-working router doesn’t work, you need to interrupt your network, plug that dead unit in and tell them what lights are blinking (or not). They don’t care that I tested it on weekend – they got a script!
I finally got hold of them and got an authorization for replacement. And the shipping, again, is at my expense. Or I could call the RMA specialist and get it waved. Just spoke with a lovely girl – no, she can’t wave the fee (it’s more than 15 days since I received that defective unit; never mind that you need two months to get hold of them); and no, I can’t speak with her supervisor; and no, she won’t give me a contact number for my complain. She didn’t give me her name or employee number either. She did mention BBB, so here I am.
The bottom line is: when you shop for a product, you have to consider not only its performance characteristics, but a quality of tech support should you need it. And you won’t get a support from D Link, so shop around. There are other routers, you know.
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