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[FearlessG1]

Is it normal to RMA an A3 router, and to receive a used, cosmetically damaged A2 in return?

[FearlessG1]

........ the 2nd Ethernet port on the router I just received back from Dlink does NOT work...................

[TheExoticFishDOTcom]

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.

[Lycan]

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.

[FearlessG1]

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....

[FearlessG1]

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.

[Lycan]

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

[FearlessG1]

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...

[FearlessG1]

Van just contacted me with the return label.  Thanks!

[FearlessG1]

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!

[Lycan]

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.

[FearlessG1]

Thanks for any help you can give me on this Lycan, I pm'ed my info over.

[Discovery Pro]

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

[FearlessG1]

As I have yet to hear anything from anyone regarding this, I went ahead and filed a BBB complaint.

[Discovery Pro]

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