A reader reports that 15 months ago, he purchased two Linksys products, an instant wireless access point (BEFW11S4) and a notebook wireless adapter (WPC11). Unable to get help from Linksys as he struggled to set up his wireless network, he finally managed it on his own. When his laptop connection recently failed, he had no choice but to try Linksys support again. This time he was at least successful in getting through a Linksys technician who went through a series of diagnostics.
“Finally, she concluded that the router was simply ‘broken.’ No explanation as to how it broke, no offer to replace the product (it is, after all, THREE months past the warranty), no offer to escalate the issue to senior support staff. She simply said it was broken and there was nothing else she could do. I tried unsuccessfully to work through the problem on my own, and finally called the Linksys support line again in the hopes of getting a more experienced support rep. I spoke with another tech, who, though she seemed to be slightly (emphasis on slightly) more knowledgeable, still had the same irritated tone and came to the same blank conclusion: it's simply broken. Again, no further explanation as to how a $200 piece of equipment would suddenly break after only 15 months of use."
The reader then tried to use Linksys’ RMA department, only to be told that was impossible if the product was out of warranty. With no support available for a “broken” router that’s out of warranty, the reader has no choice but to buy a new one. You can bet, he says, it won’t be a Linksys.
12:29:41 PM 
|
|
