D-Link Systems Incorporated

Thank you for informing D-Link of the consumer's complaint Upon further review, we have confirmed that the refund was settled for the amount of $on 5/13/ I've attached a copy of the transaction for your records For the consumer's patience during the process, D-Link has offered fulfillment products to show our gratitude of the purchase Should there be any further questions regarding this matter, please contact [redacted] at [redacted] *** We thank you for your mediation on this matter and trust that you will close the file accordingly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Thank you for bringing the consumer's complaint to our attention Upon receiving of the complaint, we've reached out to the consumer and have negotiated a replacement swap offer for the purchased device Due to stock purpose, we have offered to the consumer a replacement swap to the GO-SW-8GE.--the customer initially purchased a DGS- We are glad to share that the consumer accepted the offer and the case is currently closed We thank you for your mediation on this matter

Thank you for informing D-Link of the consumer’s complaint Please notice that our Cross-shipment process cannot have a duplicate transaction unless the card holder initiates the order as it is a manual process Below you will see transaction ID: [redacted] and a brief reason why the transaction was declined I’ve also included a transcript of our Chat Support conversation with Authorize.net (D-Links merchant processing gateway) detailing the decline process If the consumer disputes the response from Authorize.net regarding how a decline transaction works and/or how it applies to the card holder, we request a written statement from the card holder’s bank with their response *Please note that PCI laws prohibit our merchant gateway from storing credit card numbers Our customer service manager ( [redacted] ***) suggested to the consumer that the fastest way in understanding on how a decline transaction works is to contact the card issuing bank In addition, [redacted] offered to have a conference call with the cardholder/bank in which the consumer decline Speaking to the bank to confirm transaction inquiries is standard protocol We regret that the consumer is frustrated; however, we believe that we’ve followed company guidelines and acted properly towards the presented issue The consumer has since processed RR- [redacted] which is a standard RMA A standard RMA requires that the consumer send in the defective device first to D-Link for service Once received, a replacement is then shipped out to the consumer We now wait for the defective device to fulfill the RMA replacement Transaction ID: [redacted] TransactionStatus: Declined(Authorization with the card issuer was successful but the transaction was declined due to an address or ZIP code mismatch with the address on file with the card issuing bank based on the settings in the Merchant Interface.) Chat transcript: D-Link & Authorize.net I checked the account and that transaction was approved by the bank (card issuing bank) before it was declined by us (D-Link’s merchant processing gateway) When that happens we automatically request that the bank reverse the authorization Some banks hold the funds temporarily when that happens (which can look like a charge) The customer won't end up be getting billed, but it varies per bank when the funds will be returned to them Most common is to return the funds within a few business days

Thank you for informing D-Link of the customer's complaint Upon further review, D-Link will provide a reimbursement for the $ which D-Link charged for the purchased D-Link mailed out the spare part order to the customer on 1/30/ Unfortunately, since spare orders are mailed through regular postal service, D-Link does not have a tracking number and has deemed the shipment as lost Regrettably, D-Link does not reimburse for additional purchase which the customer made and/or compensate for loss revenuesThe $reimbursement to the customer’s credit card was applied on 2/25/ Transaction statements would be posted accordingly Should the customer require further assistance with this matter, please contact D-Link customer service at [redacted] *** Thank you and we trust that the Revdex.com will review and close this file accordingly [redacted] ***Customer Service Manager1-800-326-x***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Thank you for notifying D-Link of the mentioned complaint Since receiving the complaint, D-Link has communicated with the customer and will be moving forward with a product swap as requested by the customer D-Link will consider this matter closed upon swap completion For any further questions regarding this matter, please feel free to contact [redacted] *** directly at [redacted] or [redacted] or [redacted] Thank you for attention to this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Yes, Mr [redacted] emailed an exchange price (DCSfor DCS6818) using [redacted] for price comparisonBut DCSwas found less elsewhereSo I wrote back to Mr***--asking for less due on that exchange option Dlink was asked to repair my return and send it back, or offer a reasonable exchange price for DCS6818, or refund me for the DCS6513-quoted price that Mr [redacted] referenced from [redacted] Dlink's Tech Support emailed months ago that a [redacted] mic model was tested/functional POE for my DCSBut a NY retailer rejected this (my tech verified too), and Dlink has skirted the unresolved compatibility issue--evading support of POE-mic as advertizedThe "full warranty" promise made after a year of back-and-forth over this remainsDlink has yet to return, reply, exchange, or repair my unit since 3/2015.Dlink's "providing warranty" was ill-conceivedIts CS won't transfer my calls up their chain, its Tech Support deferred redundantly to an unable Engineer, and its Warranty staff have sat on my return for weeks nowMr [redacted] made no reply to my 21APRsnail mail for relief, eitherI hope that you can manage a meaningful response from them(My emails to international headquarters got nothing either.) A refund, a reasonably priced exchange, or returning my DCS(for one supporting a POE-mic as advertized) will close thisMy product has remained unsupported If you can secure a name/title in management for response that would help me outThank you Regards, [redacted]

Thank you for informing D-Link of the consumer's complaint. Upon further review, D-Link will honor the customer's request and will provide the requested solution. D-Link will advance out 5 replacement units to the consumer in addition to a prepaid label to return the defective units.... Please feel free to contact [redacted] directly at [redacted] or ***. [redacted] for any further concerns regarding this matter. D-Link would like to thank the BBB for your mediation on this matter and trust that the case will be closed accordingly. Thank you.

Thank you for informing D-Link of the consumer's complaint Upon receipt of the file, we have reached out to Mr [redacted] and have negotiated a replacement swap Although Mr [redacted] does not have a proof of purchase to show ownership of the device, D-Link will provide a courtesy replacement RMA Even though D-Link has not been able to duplicate the reported issues Mr [redacted] has mentioned, we will provide a swap per his desire settlement D-Link will swap the DIR-830L over to the DIR-850L Mr [redacted] has accepted the offer and a swap will be processed under RR- We trust that the Revdex.com will review and close out this complaint case accordingly Thank you!

Thank you for informing D-Link of the consumer's complaint Upon receiving of the complaint file, D-Link reached out to the customer and obtained the necessary information to further the warranty claim D-Link will advance a replacement unit to the customer along with a prepaid label for the return The customer has agreed to this solution and will consider this matter closed Thank you for the Revdex.com's mediation on this matter and we trust that you will close the file out accordingly For any further questions regarding this matter, please feel free to contact [redacted]

Thank you for bringing to our attention of the consumer's complaint In order for D-Link to review this complaint, please provide digital/photos, certified test analysis, documentations supporting the mentioned claim Please submit the requested information to ***
Thank you in advance for your mediation on this matter

D-Link believes that we have provided a more than fair offer on the product upgrade contrary to Mr***'s comments We provided Mr*** with several options and price comparison to choose from We also suggested the most economical upgrade which included a 10% discount; however, ultimately left the decision open for Mr*** to choose from We regret that Mr*** remains unsatisfied with the offer; however, believe that it is fair and reasonable Should Mr*** want to further the mentioned upgrade offer, please contact *** *** at ***.***@dlink.com or *** Thank you for your mediation on this matter

Thank you for informing D-Link of Mr*** complaint Upon receiving of the case, D-Link has spoken to Mr*** and has agreed to provide a FULL refund for the purchase amount along with the shipping expense Mr*** has accepted the offer and is very satisfied with the quick
response and solution Should the Revdex.com require any further details regarding this matter, please feel free to contact *** *** directly at *** ** *** We trust that the Revdex.com will review and close this case out accordingly Thank you!

Thank you for your follow up in regards to the consumer's complaint Although the purchase has surpassed the warranty for several years, D-Link will provide a one-time replacement in good faith Should you have any further questions regarding this matter, please feel free to contact *** *** ** *** ** *** Thank you for your mediation on this matter and we trust that you will close out the case accordingly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action will not resolve my complaint. For your reference, details of the offer I reviewed appear below
There was an offer of a "swap" but I have yet to find out what product they intend to swap mine for I have sent them a detailed email regarding the exact problem I have with their device and how it does not meet their specifications I have not yet received a response Until/unless the new hardware meets the specification of the equipment I paid for I do not consider this matter resolved
Regards,
*** ***

Thank you for information D-Link of the consumer’s
complaint. Upon receiving of the file, D-Link
contacted the customer and has clarified the issue. A copy of the voided transaction has been
provided to the customer and the case is considered closed. Thank you for your mediation
on this matter
and trust that the Revdex.com will close this matter accordingly. *** ***Customer Service Manager

Thank you for bringing the consumer's complaint to our attention Upon receiving of the complaint, D-Link has negotiated a refund with the consumer for the purchased amount Thank you for the Revdex.com's mediation on this matter and trust that the file will be closed accordingly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have contacted D-Link about this issue and have already filed a complaint on Revdex.com before on this. I have responded to the messages and emails, however D-Link has quietly closed the case. Once again, I had the DGL-5500 router and it is sluggish and I have now tested my internet speed with a [redacted] R8000 and have had no drops in speed and connection. It has always given me a stable ~140Mb/s download speed whilst the DGL-5500 gives me an unuseable ~3Mb/s download. And like I said before, have have owned many D-Link products, and am 100% dis satisfied, all of the D-Link products have some type of speed slowdown and or connection problem, including the D-Link modem I used to have.I would like a compensation or at least a replacement/ repair that the D-Link rep originally promised me before closing the case
Regards,
[redacted]

Thank you for informing D-Link of the consumer’s complaint.
Upon further review, D-Link will stand behind our product’s advertisement as it
does not state it will work with all 3rd party microphones.  Both mentioned model support standardize microphone
compliance which is specified by the...

attached links below.  D-Link would be happy to further work with
the customer to find a microphone that’s been tested by D-Link with the
mentioned products. 
 
The upgrade/swap model which the consumer is requesting
(recommended by their 3rd party) does not have audio/microphone
features.  Being the case, the DCS-6818
would not provide the needed features the consumer requires and would not be the
correct solution. Should the consumer still want the DCS-6818, D-Link can certainly
provide a discount which can be further discussed.
 
As mentioned, D-Link will stand behind the mentioned
products specifications.  Nonetheless,
D-Link will continue to provide the consumer with full warranty in accordance
to the advertise features.   Thank you
for your mediation on this matter and we trust that the case will be closed
accordingly. 
 
The consumer’s original purchased model: DCS-6513
http://us.dlink.com/products/business-ip-cameras/3-mp-full-hd-wdr-outdoor-dome-i...⇄ />  
The free swapped model D-Link provided on 8/21/14: DCS-7513
http://us.dlink.com/products/bullet-cameras/full-hd-wdr-outdoor-bullet-ip-camera...⇄ />  
The current upgrade the consumer is request which was
recommend by their 3rd party which does not have the
audio/microphone features: DCS-6818
http://us.dlink.com/products/business-ip-cameras/outdoor-speed-dome-ip-camera/⇄ />  
Customer Service Manager
[redacted]