Re: D-Link offers very bad customer service.. my experience
From: Anon (anon_at_anon.com)
Date: Sat, 24 Apr 2004 18:03:35 -0700
I have had occasion to call D-Link support 3 times. Each time, the problem
was caused by my own ignorance, and each time I was impressed with their
patience and knowledge.
"John Dalberg" <firstname.lastname@example.org> wrote in message
> I have to say that D-Link the makers of routers and other network hardware
> offers one of the worst tech support a company offers.
> Yesterday I wasted two hours trying to get some help. I spoke with 4
> different "tech" people who were totally useless, 3 of whom disconnected
> on purpose!!
> Everytime I call in, I had to wait for at least 20 minutes before someone
> answered. Their system can't tell you how long you'll be waiting.
> You keep getting a message about their heavy volume of calls and yak yak
> yak about their products nonstop ntil you're fed up with their pitches.
> They need to improve thier phone system.
> The first person took some information from me, I explained my problem..
> tech person told me to hold .. ok.. then I was disconntected. I guess he
> can't help!
> Second support person told me that my D-Link DCS-900W wireless camera is
> not a webcam and it's a security camera which can't be used over the web.
> WHAT!!?? So I asked him what webcam camera can I use. He told me he
> know and gave me a presales phone number. This is one clueless person that
> D-Link hired. What kind of a tech person who doesn't know what his company
> offers and his job is to support the products!!? I mean at least he should
> know the wireless category of products because that's what I chose on the
> phone system.
> The third person was a female tech support. She took some info and when I
> tried to explain my problem.. she rudely says WHAT!. Puts me on hold..
> I find out I am back in the waiting queue, WTF!!!!! Waited for another 20
> minutes.. the fourth guy comes up.. here we go again.. the same
> routine...asked me if I called before. These guys might have tagged me or
> something in their database or something, so I said no I didn't call
> before, they guys asks for my phone number so I give them my cell number
> just to start fresh and the guy puts me on hold and I get disconnected. I
> couldn't believe it. They did it again. At this point I AM FURIOUS.
> going on is no coincedence.
> These people lack the basic communications and technical skills to offer
> proper help.
> To D-LINK: You're an aweful company. I hope you go out of business due to
> very poor customer support skills. I am going to return your products to
> the store... and hopefully this will increase your costs and I hope many
> people do the same. I will never buy anything from you again and we'll
> shop for Linksys even if they are more expensive.
> D-Link.. I hope people do not buy your products and I truely hope that you
> lose some potential customers due to my posting of this bad experience on
> the web. I wasted hours and you caused me stress and frustration and this
> is my payback to you.
> You need to put more resources on customer support. Your big volume of
> phone calls must be due to bad products and support.
> Hanging up on people like this is rude. You probably hire low paid tech
> people who have no interest in providing any support and they are going
> through the phone calls by disconnecting people.
> John Dalberg