D-Link Systems Incorporated

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 informing D-Link of the customer's complaint.
 Upon further review, D-Link will provide a reimbursement for the $10
which D-Link charged for the purchased.  D-Link mailed out the spare part
order to the customer on 1/30/15.  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 revenues. The $10 reimbursement to the customer’s credit card was applied on
2/25/15.  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 Manager1-800-326-1688 x[redacted]

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.

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 (DCS6513 for DCS6818) using [redacted] for price comparison. But DCS6818 was found less elsewhere. So I wrote back to Mr. [redacted]--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 DCS6513. But a NY retailer rejected this (my tech verified too), and Dlink has skirted the unresolved compatibility issue--evading support of POE-mic as advertized. The "full warranty" promise made after a year of back-and-forth over this remains. Dlink has yet to return, reply, exchange, or repair my unit since 3/2015.Dlink's "providing warranty" was ill-conceived. Its 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 now. Mr. [redacted] made no reply to my 21APR15 snail mail for relief, either. I 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 DCS6513 (for one supporting a POE-mic as advertized) will close this. My product has remained unsupported.  If you can secure a name/title in management for response that would help me out. Thank you.
Regards,
[redacted]

Thank you for bringing this matter
to our attention.  Since receiving the complaint file, D-Link has reached
out to the customer requesting additional case reference and documentations
supporting the mentioned claim.  From the contact information Mr. [redacted] provided,
we were only able to...

pull one (1) email submission inquiring for support in
6//16/2013.   
--------------------------------------------------------------------------------...⇄ /> Mr. [redacted]'s email submission on
6/16/13:
Description of Issue:
My router keeps dropping out. Recently, I changed my modem to one that can
accept speeds from Comcast, 30 mb\s. And I used to have a phone box connected
in between the modem and the router, which I took away. Now, my router can only
hold a connection for around 5 minutes before bringing speed down to like 3
kb/s or disconnect. Please help fix the problem.
D-Link's response date
of Reply: 6/16/2013 9:39:03 PM:
Products: DIR-615
It would be best if you speak with a live
technician to resolve the issue. Please call technical support at 877-45D-Link
(877-453-5465). Technical support is available 24/7 to serve your needs. 
If you have already called technical support and
have a case ID, please reply with the following information:
*Case ID-
Name-
Phone Number-
Model Number-
Operating System-
Brief Description of Problem-
Should you require further assistance with your
D-Link products, please reply to this message, or call toll free at
877-453-5465.
Thank you for networking with D-Link.
--------------------------------------------------------------------------------...⇄ /> Since the above email
correspondence and our offering for technical support, we have not heard from
Mr. [redacted].  Attempts to gather additional information from Mr. [redacted] has not
been successful since receiving the Revdex.com complaint.  Nonetheless, although
Mr. [redacted]'s warranty has exceeded the 1-year warranty, D-Link will offer a one-time
as-is replacement for the mentioned products in good faith.  Mr. [redacted] can
contact [redacted] to further this option.  We thank you
in advance for your mediation on this matter and trust that you will close the
file out accordingly.

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 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-234677.   We trust that the Revdex.com will review and close out this complaint case accordingly.  Thank you!

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 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]

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 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].[redacted] for any further concerns regarding this matter.  D-Link would like to thank the Revdex.com for your mediation on this matter and trust that the case will be closed accordingly.   Thank you.

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-2208.  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.  Upon further review, we have confirmed that the refund was
settled for the amount of $322.08 on 5/13/15.   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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'd accept an exchange for the 6818 he mentioned; a discount can be "discussed," I think he wrote.  If you'd please confirm my end for a "reconditioned" one (shipping costs only), then I'll gladly accept.  My original set up was wired once for a "POE" camera, but in this case D-link's version required electrical rewiring (to drive mic). My solution was to purchase a fully compatible POE cam as Dlink described it.  Dlink did not only leave me unsupported, but it encouraged me in writing to buy another incompatible mic-product from [redacted]. We have this much writing. Dlink-support has driven me to buy extra mic set up in order to discover its product's incompatibility issue. I hope that they will trade their so called upgrade for a 6818 becausethat unit will not be mounted in a location requiring a mic. Thank you for sharing my solution for an even trade (given redundant extra-costs encountered along this long and winding road...)
Regards,
[redacted]