D-Link Forums
The Graveyard - Products No Longer Supported => Routers / COVR => DIR-655 => Topic started by: FearlessG1 on April 01, 2008, 09:50:46 PM
-
Is it normal to RMA an A3 router, and to receive a used, cosmetically damaged A2 in return?
-
........ the 2nd Ethernet port on the router I just received back from Dlink does NOT work...................
-
I'm not surprised you received a refurbished unit. That being said, it should still (obviously) work. Call then back. I'm sure they'll send you another. Express your disappointment that it was also cosmetically damaged.
-
Call 800-326-1688 and request customer service. Let them know that you have recieved a damaged RMA replacment unit. We will handle that post haste.
-
OK, i am absolutely appalled by dlink. Thank you for providing that phone number lycan, i just received my RMA for the RMA today. HOWEVER, THE DAM THING DOESN'T WORK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! HERE ARE THE PROBLEMS.
1. banged the hell up, deep scratches everywhere
2. metallic vibrating sound when its moved at all
3. metal on Ethernet port 1 is bent outward, like someone pulled an Ethernet cable out without pushing down retaining clip, now nothing is holding the Ethernet cable in place in port 1
4. THE WIRELESS CRASHES AND DOES NOT WORK AFTER 3 MINUTES OR LESS!!!
not only that but a tech support test report was included with this replacement. It says TS tech Derek Fontenot tested this router for 1 hour
test results: successfully logged into the router. Was able to connect to the web successfully. Router has the latest firmware update.
Lab tech observations and comments:
devices used to test: DIR-655, Windows XP Pro
Workstation details: Windows XP test machine.
DID HE BOTHER TO TEST THE WIRELESS PART OF THIS WIRELESS ROUTER!?!?! I haven't had this dam thing for more than 4 hours and its BROKE. if i restart it, my wireless systems can connect for a couple minutes, then they no longer see the network, i did a hard reset and left everything default, didn't change a thing, and same thing happens. the wired computers are fine, internet works and all, but none of the wireless machines can even see this router!!, looking at the logs i see:
Wireless system with MAC address 00195B5FA3D3 disconnected for reason: AP maybe crash...
Wireless system with MAC address 00184DFAFB63 disconnected for reason: Timeout, station left.
I cannot put into words how upset I am, this is the third D-Link DIR-655 I am on, and I am 0 for 3......... NOW WHAT!?!?!
(Lycan, I do not mean to take this out on you, but wtf is going on over at D-Link???) Oh and by the way, I just received Hardware Version: A1/A2 , so I boughts a A3, it was broke, got a damaged used RMA A2, it was broke, got an even more damaged used RMA A1/A2 . I Think my odds are better at winning the lottery than getting one of these that actually works....
-
after emailing everyone, I received a reply 10 minutes later offering 3 options. I chose the third. Here's to hoping the next brand serves me better. It has been a very long and bumpy road but thank you for making good in the end dlink.
-
I apologize for this oversight.
We are working to correct mistakes of this nature and because of this incident, we have revised our testing procedure to make our very best effort to ensure that these types of accidents never happen again.
Again, we are sorry.
-Lycan
-
and I'm back........ still not happy though. Firstly, I am glad to see that the testing procedure is being revised as there were obviously issues. However, I was told by Van (customer service manager) that I would be receiving a call tag within 24 hours on 4/16/08 and here we are on 5/2/08 and I still haven't received a call tag..... I have emailed and called Van a few times and have received no response....again, I have to ask, whats going on over at D-Link these days???
on a side note, my different brand router is working exactly as it should be, I couldn't be happier with it...
-
Van just contacted me with the return label. Thanks!
-
Lycan, I have tried contacting Van but haven't received a response, I am still waiting for my refund check to arrive in the mail. He told me 7-10 days, we blew through that already. Can you help me get a track on my refund check. Thanks!
-
Fearless I wish I could help, my powers hold no sway in that realm.
I'll ask around however. See what I can find. PM your information one more time.
-
Thanks for any help you can give me on this Lycan, I pm'ed my info over.
-
Yes that is one thing with D-link. The CS has to be rated at the very bottom of the pole. You got to love the product when it is working and hate it when something breaks down because the CS is horrid.
What I don't get is normally when you send in an RMA wouldn't they want you to be happy as a customer? like send you another NEW unit not some refurb piece of c#$%^.
Like I said I love the d-link line as long as nothing goes wrong along the way.
just my two cents since i had to make a phone call or two to CS with someone in i know probably living in India or somewhere that spoke broken English and knew nothing about how to fix the simple problem i had.
Good Luck to ya
DP
-
As I have yet to hear anything from anyone regarding this, I went ahead and filed a BBB complaint.
-
Wow--you think D-link would stand behind their product and help you out. Again--CS seems to be their least of concerns when it should be one of their top selling points.
Why come out with a great product and then only give you minimal support. I just don't understand it. ???
hmmm--makes you wonder ???--is this just another company with a slack economic package(for CS) that can't withstand the cost of doing business??
come on D-link---Its time to man up to what you believe in and help this guy out.
DP
-
I've again forwarded your information to my supervisor. I've also requested an update as to the status of this.
I appologize that you were forced to contact the BBB, I hope we can get this fixed for you asap. I'm trying to get this corrected for you asap.
-
Thanks once again for your assistance Lycan. I just received the following email from Van:
"Have you forwarded a copy of your receipt? It was not included in the previous shipment. We need it for accounting purposes."
Pretty pathetic, my response was:
"Van, I am very frustrated at this point. The last time we talked you said I could expect my rebate check in 7-10 business days (that was on 5/22/08). That has come and gone and you have been unresponsive to status requests. Had you asked me for the receipt previously I could have easily provided it to avoid all this. Your customer service just plain sucks. I am faxing over the receipt right now. Anyway you can at least pretend you care about my customer satisfaction for a bit?? "
-
2 days after requesting a confirmation that my fax was received, I still have yet to receive a response from Van, and so I assume my check still isn't in the mail. Guess I will email maximumpc and the consumerist to let them know what great customer service Dlink has.
-
Lycan, think you can put some pressure on customer service for me? Haven't heard a thing from Van yet. Thanks Lycan!
-
UPDATE
After filing a BBB complaint, Van again promised a refund check in 2-3 weeks. Guess what, its now week 4 and I still have not received a refund check. The first time he promised a refund he said 7-10 days, second time he promised 2-3 weeks (through the BBB) and 4 weeks later and I still have nothing. I was 0 for 3 on the router its self, looks like the promised refund is headed in the same direction.
-
wow... thats crazy dude.... i am shocked that they would let it go this far.... screw Van and send an email to the HR dept saying that your not pleased with his performance.... its to bad that it has come to this but i think the DIR-655 is the last Dlink thing i buy.... thats to bad...
-
Wow...After reading this thread it has me wondering about d-link. Is this an isolated incident that slipped through the cracks or is this typical from customer service?
Many people who have issues are not vocal about it in the public community like these forums. So I appreciate FearlessG1 for being vocal and keeping the thread updated with the status.
There are times where personal attention to matters and handholding is the only way to make things right again. It appears that no-one has yet to do this for FearlessG1. Someone at d-link should take responsibility for making sure everything is taken care of and keep FearlessG1 updated of each step along the way.
Van is clearly supporting customer dis-service rather than customer service. This should be reviewed by management and appropriate actions taken. After all, if this (and other incidents) indicate a trend and gets out to the public, the damage that could be done to d-link would be much worse financially than the inconvenience of spending time to educate an emplyee on how to do thier job better (or worse case replacing an employee).
Good luck FearlessG1....let us know what happens.
-
**UPDATE**
Firstly, thanks to everyone for their well wishes, I truly hope this whole thing isn't the norm for Dlink, but I can honestly say that I will not be purchasing any more wireless, or managed products from them. I do have a 5 port gigabit switch i am perfectly happy with. Also note that the forum techs have been great and responsive for the most part and have helped give Van a jump start a couple times for me to the best of their ability.
The most recent status of this whole thing is this. Van said he mailed the check on 8/6/08, then later says 8/9/08, but per the usps track and confirm it was mailed out 8/11/08 so.... take what you will from that. Now some more fun, I asked Van for the track and confirm number since he said it was sent out certified. He could have checked the number earlier instead of asking me today if I had received my check yet since I contacted the BBB again. I ask him to check and to provide the tracking number, he does. According to the tracking number the check was mailed on 8/11/08 and it has been missent. I called my local post office and they said it was lost in Michigan somewhere and they have no other status to provide. I asked about how long these things take to get sorted out if they ever do and they said a couple of weeks... Van, seeing that tracking shows missent tells me that if I don't have the check by Monday, he will cancel it and resend. The end is finally in sight, here's to hoping the post office can find it and get it delivered before I have to rely on Van to cancel it and resend a new one...
-
FearlessG1-
I'm going to lock this topic. You have contact information of people that can help you resolve this issue.
I'm not locking it because I want to cover it up or keep you from talking about it, I'm locking it because it's no longer become productive to the site as a whole.
Please do not take this personally. If you have any questions PM me.
-Lycan.
P.S. I am sorry dude.