Thursday, July 31, 2014

Linksys could be hiring Comcast Customer Service people

Why does Customer Service have to start sucking everywhere? I  have enough issues with those you cannot connect but when you are paying for support it damn well ought to be the best.

From the title this is obviously linked to Linksys. I have been Linksys router user for years, I have owned a number of routers and  have always been pleased with their router’s and their life span. Today my love affair with Linksys has gone away.

A little history: In September of 2013 I purchased a Linksys EA2700 WiFi Wireless N600 router. It fit my needs and yet may have been a little overkill for practical purposes. In April of this year (2014), while having some issues with the router I called Linksys Support. I purchased a phone support package for 6 months @ $39.99. I did not think that was too bad. .I had some issues in June of 2014 and I called and got great service and actually learned some things to keep from calling again. That was until July.

Now the issue: Out great cable company, TWC, went down for about 2 days (may have been longer, we were out of town). When the system came back up I could not get the router to see the modem. I spent some time rebooting modems and routers. I could access the router via a web browser however just could not get it to connect to (or talk to) the cable modem. So I called Linksys.

A nice gentleman connected with me and although the connection wasn’t the best (sounded like a radio phone of days gone by) we were able to communicate and he verified who I was and then started into a spiel about since I was having so much trouble with this router they would be inclined to give me a $15 rebate on my contract toward the purchase of a new router. I said I did not want to purchase a new router however he persisted. Finally he gets to a  point of saying he would be glad to suggest a better router for me and again they would provide a $15 rebate. He inferred that I had an old router – hmm – by about 10 months.

I said something to the effect that I will be looking at new routers however Linksys may not be on the list and at that point I thanked him and hung up. I didn’t wait, I had reached my limit. What a waste of time.

The take away from this was that Linksys router’s may only be good for 6 to 10 months – even if you purchase the service contract. I would hope that is not true however it’s the best I know.

Just a note: I downloaded and re-installed the software (using the Linksys site) and the router is working fine. Something my friend at Linksys could have fixed much faster if he wasn’t hell-bent on scoring a new router sale. Hmm…..I wonder if sales is not in charge of Customer Support? I think that is what happened someplace else.