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[armyb77]

At this point my router is basically useless.  I have constant freezes with Wifi, DNS issues, and Shareport is horrible with 1.31.   I had none of these issues with v1.21.  Of course they didn't give the bug listing when they posted the firmware just the changelog, which showed a lot of great new features and minimal loss (802.11b). 

At this point they should either remove the firmware from download, or post a known bug list.  They should also repackage firmware 1.21 so we can downgrade from the 1.31 version.  Even if we need to TFTP to downgrade atleast my router would work again. 

If they can't do anything else they should offer to send us new routers to replace the ones they basically broke with this firmware.

I have redownloaded and reflashed the Firmware 4 times to see if it was a bad flash.  Nothing helps.

DLINK FIX THIS PROBLEM!  I know i'm not the only one as the board is full of bug reports all with these issues.

I have an DIR-6555 A3 router

Armyb77

[cmrivera]

First, you'd have to find someone who cares at D-Link.  If it were my company, I would have people working overtime to issue a new firmware and fix this issue since there are a lot of DIR-655 users out there.  I guess this is what they call customer service. They should send out a blanket email or post a proclamation on their website. (i.e. "We are working diligently to remedy this issue for our valued customers".)  I'm ready to take my router back to the store and beg for store credit.  And in these harsh times, I can't believe a company like D-Link exhibits no loyalty to their customers.

[jdrom]

First, you'd have to find someone who cares at D-Link.  If it were my company, I would have people working overtime to issue a new firmware and fix this issue since there are a lot of DIR-655 users out there.  I guess this is what they call customer service. They should send out a blanket email or post a proclamation on their website. (i.e. "We are working diligently to remedy this issue for our valued customers".)  I'm ready to take my router back to the store and beg for store credit.  And in these harsh times, I can't believe a company like D-Link exhibits no loyalty to their customers.

Yeah I'm considering the same thing, especially since I've only had mine for 7 days and stupid me upgraded to 1.31 right away before looking around. I got one more week to decide until it'll be really difficult to return it.

[mackworth]

First, you'd have to find someone who cares at D-Link.  If it were my company, I would have people working overtime to issue a new firmware and fix this issue since there are a lot of DIR-655 users out there.  I guess this is what they call customer service. They should send out a blanket email or post a proclamation on their website. (i.e. "We are working diligently to remedy this issue for our valued customers".)  I'm ready to take my router back to the store and beg for store credit.  And in these harsh times, I can't believe a company like D-Link exhibits no loyalty to their customers.

I work in software and a lot of what I do is creating patches and hotfixes for our software.  However our customers are giant companies who spent millions of dollars on our software, not regular joe public.

So coming from that perspective, I would say that d-link isn't doing a very good job handling these firmware problems, however I think you are being a little harsh.  They aren't communicating well, but my guess is that their development isn't in the same place as their support.  I may be wrong but our support is about 4 feet from my desk, meaning when they issues they come right up to me.  I am guessing that the dlink mods probably don't have that luxury, in fact they might not even be on the same continent.  And if they do, then they need to tare down the barriers preventing them for getting direct access to someone.

One could argue that its impossible to figure out whats wrong since no one had repeatable steps for the freezing issue that many people have.  But thats not exactly how it works.  If you get a spike of people running into an issue, the first thing you look at is what has changed.  So the first thing they could have done is start looking at all the changes they made from 1.21 to 1.31.  Besides the SDK, it didn't look like things were that major, assuming the SDK change isn't part of the problem.  So the investigation should have started there.  Then dlink should have said devs are looking at the differences and they should have recommended certain areas that changes for users to test.  Then we probably could have gotten it down to DNS Relay and progress from there.

So lets not say that they don't care, it may just be their environment isn't conducive to openness and getting problems fixed quickly.

[EddieZ]

Perhaps they also do other things besides selling/producing a DIR655. Wherever you go, Joe Average won't get premium support for a dime (or even a quarter). 

And if it were your business and you make them work overtime on issues like this you'd think twice after seeing the cost of that operation. Also because there is virtually no bug free or issuefree software. Except for the PONG videogame maybe 

[mackworth]

Perhaps they also do other things besides selling/producing a DIR655. Wherever you go, Joe Average won't get premium support for a dime (or even a quarter). 

And if it were your business and you make them work overtime on issues like this you'd think twice after seeing the cost of that operation. Also because there is virtually no bug free or issuefree software. Except for the PONG videogame maybe 

Right, I agree that they can't offer premium support and I am not advocating they people work count a ton of overtime, but I think the issue is that dlink sets up this board and with it comes certain expectations of increase support whether that's dlink's intention or not.

I think people are looking for more transparency instead of just "hey I sent this along to our techs".  People want information like, "hey, I discussed this with a developer and they think it might be related to such and such a feature and they plan on looking in to it".  And if that's not possible, whether its because the mods don't have that luxury or the company just doesn't want to want to be open (most don't), then they should probably rethink the idea of hosting a forum. Maybe they should just point to a site like dslreports.com or something, they have a dlink section.

[EddieZ]

The forum is intended for users to share knowledge, presence of the Dlink mods  is a courtesy, as well is the help they are offering once in a while.. I agree that this intention could be more clear for all that sign up.

[armyb77]

All I am proposing is that they do some kind of interm fix, at a minimum remove the firmware so more of thier customers don't update with this firmware.  They need to contain the damage done so no more customers end up in our boat.

I understand development takes time, but at a minimum give me some alpha firmware so we can atleast see whats working and what's not and provide feedback so the problem is fixed right, and fast.  Otherwise we will end up with moer of the same.

Armyb77

[mackworth]

The forum is intended for users to share knowledge, presence of the Dlink mods  is a courtesy, as well is the help they are offering once in a while.. I agree that this intention could be more clear for all that sign up.

Right, I am not arguing that....  I am saying that its perceived to be more than it is.

Right, I agree that they can't offer premium support and I am not advocating they people work count a ton of overtime, but I think the issue is that dlink sets up this board and with it comes certain expectations of increase support whether that's dlink's intention or not.

[cmrivera]

I know we are just little fish in a big pond, but we don't have to buy D-Link products.  I guess I expected a bit more loyalty after shelling out $129 for the DIR-655.  I also realize that the company has other clients and business partners; however, using that rationale is like saying when you call 911, the ambulance responds to a rich heart attack victim 10 miles away before it responds to a middle class heart attack victim 1 mile away.

[davevt31]

Part of the problem is that not everyone is having a problem.  I have been using the 1.31 since the first day of release and have not had any issues with it.  Granted I am using a very simple setup, as probably most home users do, but if D-Link can't duplicate the issue that some may be having its hard to create a fix for it.

[mackworth]

Part of the problem is that not everyone is having a problem.  I have been using the 1.31 since the first day of release and have not had any issues with it.  Granted I am using a very simple setup, as probably most home users do, but if D-Link can't duplicate the issue that some may be having its hard to create a fix for it.

I deal with this all the time.  Sometimes I will be even given steps to reproduce that don't even reproduce it and I can spend days going over it. 

I understand that its difficult to fix problems when you can't reproduce it.  However, I think people wouldn't be freaking out so much if dlink provided a little more information than "we can't reproduce it".

[EddieZ]

Such as? "We don't know"?

[armyb77]

That is why dlink should open up some alpha testing with logging for us so we can produce the problems and provide feedback to them so they can see what is going on.  It is impossible to have every single combination of computers out there for dlink to do proper testing so open it up to the users that have the issues.

Of course Dlink doesn't want to be flooded with loggs and data they have no time to go through, so they would have to do a restricted alpha/beta so they can isolate the problems.

Just my thoughts.

Armyb77

[EddieZ]

Alpha testing can cause serious issues on devices. And I don't think Dlink is that enthousiastic about reimbursting all sorts of devices. And I am certainly not gonna do that job for free: More profit for Dlink