D-Link Forums
The Graveyard - Products No Longer Supported => D-Link Storage => DNS-320 => Topic started by: larsif on December 18, 2012, 04:23:37 PM
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So after 6 months of perfect operation (backing up and sharing files) from the DNS 320 I am no longer able to see this drive on my network. I have pinged the IP address of the DNS 320 and receive failure messages. I can't see the DNS 320 using the Setup Wizard. I can not connect to the device when I connect a network cable into the device itself and set my IP address to the proper group. The D-Link Storage Utility is not able to see the device. I think the Ethernet Port has failed as when I plug into the device with a known good network cable the lights on the ethernet port (DNS 320) do not light up. I have been on hold with D Link tech support for 20+ minutes to speak to a tech and get an RMA to send this back as it is still under warranty. Bummer as it was working just fine. I hope they pick up soon.
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My first call I stay on hold for 25 minutes, get an operator and then get hung up on by the operator. Sweet. I calm down and try again and after staying on hold for 40 plus minutes a person barely able to speak english and with an inaudible voice comes on and asks me if I have called before. I let them know that I did call in but was hung up on. They then ask if I can hear them. They don't disconnect but they stop talking. I say hello over and over again and they don't respond. I am so frustrated with customer support with this DLink company.
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So I have sent an email to Dlink Customer Service letting them know that I will be tracking their response to my issue and lack of customer support on this forum. I hope they respond quickly.
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So I have sent an email to Dlink Customer Service letting them know that I will be tracking their response to my issue and lack of customer support on this forum. I hope they respond quickly.
I would not rely strictly on email for a resolution. Try calling D-Link technical support (again). For the purposes of discussion, I'll assume you are a U.S. customer. Try calling (1-888-851-6464) in the morning or during the day. If you avoid peak call times, such as the evening when everyone is finishing dinner and in the afternoon (lunchtime), you should be in good shape.
Please post back and let us know how things pan out.
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What I find interesting is that the entire time I am on hold the "hold" message is a guy talking about how great Dlink is for businesses. I got to hear this for 40 plus minutes. I would not consider Dlink for an IT business application because of their poor consumer customer service. If email is an unreliable communication method for a customer service issue for a IT company something is wrong with their customer service department and operating procedures.
I work for an $80B multinational technology company and we handle technical support the same way for all products that we sell. A customer calls in and speaks with a live person. They are asked for their name, call back number, email address and product they are having an issue on. They are guaranteed a call back from the proper application engineer or customer service agent (depending on the issue) within 2 hours during regular business hours. We do not make the customer wait on hold indefinitely. This also eliminates the issue of a lost call, hang up, etc. causing the customer to drop out of the que and have to start the process all over again. Additionally, we send an email with a case number in the subject line that they can reply to if unavailable via phone to work on a resolution.
I will call Dlink tomorrow in the morning and hope for a better result.
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I can only speak to my personal experiences calling the D-Link support desk, and the connection to a live person usually takes seconds to a few minutes at most. There have been a few times when I had to wait for 5-10 minutes, that that was during a peak call time.
It could be the time of day you were calling or perhaps the time of year. In either case, I recommend calling during a time when most consumers are at work.