Linksys

I bought a Linksys EA7200 router from Best Buy (the only place with worst customer service than Linksys) this was to replace a router that was damaged by lightning. This lightning strike all so damaged some of our internet providers equipment, which they replaced the next day. We have had continual interruptions of our internet connection ever since. After unhooking 1 device after another we finally determined that the router was causing the problem. The default IP address for the router is the same as our modem. I called Linksucks customer disservice number and after pushing this button and then that button several times and being on hold Louie finally answered, after nearly 2 hours of trying 2 or 3 different ways to get into the router over and over again we finally did get in. We then spent the next half hour trying to change the IP address, Louie finally gave up and told me that a senior tech would call me "about the same time tomorrow". After waiting 2 days I called again and went through the same BS of pushing buttons and waiting on hold when the operator finally answered she looked up my case number and told Me that yes a senior tech was supposed to call be, but they were all busy. She assured Me that someone would call the next day (another lie) After waiting 2 more days I called again and told the operator that I was extremely upset with the service or lack thereof I had received and wanted to talk to some one that knew what they were doing immediately. Guess what they were all busy, but She again assured Me that someone would call Me within the hour. Finally, 25 minutes later they did. After more than 30 minutes of doing the same things that Louie had done d*** near a week ago this so-called senior tech finally decided the router must be defective! I could have told him this about 10 minutes into my conversation with Louie. He then told Me that I would have to call customer service to get a replacement. I told him that did not want a replacement I wanted My money back, but he told Me that because I bought it from Best(Worst) Buy they couldn't do that. At that I lost My temper and told him I was going to crush it and box it up with 5 pounds of chicken s*** and mail it cooperate headquarters.

Here is what you'll get from support actual CHAT!

Hello Welcome to Linksys Chat! My name is Jennifer A., how may I help you today?"
Me: Hi, I'M having a issue with my router Broadcasting my Secure SSID
Jennifer A. P: i am sorry to hear that, Glenn.
Me: Basically I've reset the router several times
Jennifer A. P: But don't worry, let's see what we can do to get this fixed.
Me: after reset, only Guest SSID appears in choices
Jennifer A. P: So let me verify that you want to set up a password to make your WiFi network secured. Is that correct, Glenn?
Jennifer A. P: Oh, does that mean that you can no longer see the name of your router's WiFi?
Me: No, I have a password set up, already
Me: What is happening is that it's not showing up on our phones
Jennifer A. P: Do you need a password to access the set up page of the EA8500 router?
Me: I have two secure bands and one guest
Me: I need to know proper re-setting procedure
Jennifer A. P: Thank you for confirming.
Jennifer A. P: (LEADS TO SALES PITCH)
Before we proceed to the troubleshooting, let me inform you that your free technical support and the product's warranty was valid until Sept. 30,2016.
Jennifer A. P: To proceed with the troubleshooting, I'll discuss the Premium Service options. These are offered to you because we believe that you deserve quality service from us.
Jennifer A. P: We have 3 options available for you.
Me: I'm not asking for tech support intervention
Jennifer A. P: (HERE GOES THE SALES PITCH)
1.1st option is a single-incident plan with a 14-day grace period to monitor resolution after troubleshooting. This goes for $29.99
2. The 2nd option is a better deal because you get unlimited support related to the Linksys device and a longer service coverage up to 6 months, all for only $39.99.
3. The third option is a model upgrade. For this, I can give you a 10-15% discount, Free ground shipping and 90-day money back guarantee.
Me: I am asking what is the proper reset procedure, this information should be available
Me: in owners manual
Jennifer A. P: I do respect your decision, but are you sure you don't want to avail of the offerings above mentioned? You may not want to miss those offerings. (BACK TO SALES PITCH)
Jennifer A. P: We just want to make sure that your device is set up correctly.
Me: I know how to set up,, it was working fine up until today
Me: I had a tech on the phone, and i couldn't understand him
Jennifer A. P: I apologize for the inconvenience this has caused you.
Me: here is what I did, I hit reset button, then I accessed my router via computer
Me: set all my passwords, and band ID
Jennifer A. P: Alright.
Me: After everything was in order, I went to my Iphone and could only see guest band available
Me: which is unsecure
Jennifer A. P: I see.
Me: Basically I'm allowing my secure SSID to be broadcasted but it's not doing it
Jennifer A. P: This can be a possible firmware glitch.
Jennifer A. P: Or can also be a configuration issue on the router's settings.
Me: I am unable to access my secure wifi
Me: Everything set on auto, Mixed Personal
Me: It worked before?
Me: possible firmware glitch?
Me: when I tried to update, it said no update
Jennifer A. P: I offered the services because there are troubleshooting options to resolve your concern. (BACK TO SALES PITCH)

Me: I'm a self- employed person for 41 years, I can follow instruction if it is provided
Me: I purchased this product, expecting it to function
Jennifer A. P: By the way, have you press the WiFi button at the back of the router?
Me: How is it that I need tech to troubleshoot?
Me: Yes I have
Me: It"s activated
Me: and as I explained,,,,, the guest WIFI shows up
Jennifer A. P: Have tried turning it off to isolate the issue?
Me: if wifi wasn't active we wouldn't have guest show on phones
Me: Yes, to your question
Me: actually held to reset according to Kris the other tech
Jennifer A. P: I see.
Jennifer A. P: So which option would you choose? (BACK TO SALES PITCH)
Me: I need my secure bands to be broadcasted,
Me: If there is a fimware glitch, then it's on Linksys to rectify it
Jennifer A. P: (BACK TO SALES PITCH)
We can begin once you invest for any of the service plans I shared earlier.
Me: No thank you,,, I will be contacting the Better Business Bureau,, regarding this practice.
Me: I am copying our chat and forwarding it to them.
Jennifer A. P: It's sad to hear that. I understand how you feel.
Jennifer A. P: However, we have policy and process that we are following for out of warranty devices.
Me: No you don't I'm being extorted,
Jennifer A. P: I see that you are quite surprised.
Jennifer A. P: Are you aware of the warranty and service coverage of your Linksys device?
Me: So what you are saying is that your equipment fails
Me: How do I know if the updates sabotaged the life of my unit?
Me: It is not inconceivable!
Jennifer A. P: Glenn, we provided 1 year of free technical support from the time the device was purchased.
Jennifer A. P: We are committed to deliver service beyond the free period.
Jennifer A. P: This is exactly the reason I shared the premium options so we can address your concern today. (BACK TO SALES PITCH)
Me: By law,,, I too have to provide one year,,
Me: in my business, but my work last for 20 years or more
Jennifer A. P: I understand how that is frustrating and I'd like to apologize for the inconvenience.
Me: Like I said,, its extortion,,, Consumers should be given the option to handle issues on their own, not buy extended warranty
Me: I'm going back to Netgear,,,
Jennifer A. P: I feel you, Glenn. I am a consumer as well.
Me: And I am going on Facebook and bringing this conversation
Jennifer A. P: I do respect your decision, Glenn.
Me: Made in China,,, designed in California,,,, designed to break down
Jennifer A. P: For more information about the Router, please visit www.linksys.com/support
Jennifer A. P: Will that be all for now?
Me: that site offers no help
Me: just MORE sales talk
Jennifer A. P: It's sad to hear that. I understand how you feel.
Me: I am also on site jabber,,,, look for Linksys in the next day or so,, I have 120,000 followers
You've ended the chat.

Old wireless router quit, replacement Trendnet router (and their tech support) was a disaster. Linksys solved problem with windows 10 connectivity in about 5 minutes, and were kind and friendly about it!.