Cisco

CISCO Linksys Their product was faulty and they new it but made me jump through a bunch of hoops and still didn't solve it San Jose, California

16th of Mar, 2011 by User436117

I bought a Linksys router in July of 2010. I was noticing problems navigating to different website but erroneously assumed it was my internet provider. I called Cisco customer service and was on the phone with them for almost 2 hours "upgrading my router." The problem continued. I called again and was kept on the phone another hour or so and still no help. I then went looking around some sites and forums to see if others have had a similar problem. Turns out they had. In fact, I found it on Cisco's very own forum! So this was a known issue - the post on the forum even mentioned that the technician they were talking to from Cisco told them is was an issue that has come up a lot but when people call they don't mention that unless they really push them. So I made a couple more calls trying to get someone there to help me. I made requests to have a replacement router upgrade which was denied. Then I called again to see if I could talk to someone higher up and that was discouraged. I was finally directed to a technician who actually admitted it was an issue. Mind you this is after SEVERAL hours of phone calls and emails and maybe 4 weeks have now gone by. He assures me that they will send out a replacement router (a different model without the same issues). A week later I receive the package. It's the same model. I call (frustrated) and once again spend two hours on the phone trying to sort it out. I am instructed to send back that router and promised that another will be sent out right away. I get a phone call the next day - they've sent another wrong router. I am instructed to send that one back as well. I'm promised that the correct one will be shipped out the very next day. The next morning - an email telling me that that model is out of stock and can I suggest a different one? So I call back and pretty much tell them to forget it. The process of sending and returning these routers literally caused 12 emails of shipping labels, instructions and another few hours of phone calls. So . . . I created a YouTube video describing my plight. I'm trying to find some humor in this situation and hope that it gets a lot of views. Then I'm going to send it to Cisco. You can check it out if you like: http://www.youtube.com/watch?v=Eu8kNeBegr0

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