Linksys

Revdex.com: The business has agreed to accept the return and reimburse me for the full price of the productI 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 Offices,Linksys Customer Service contacted [redacted] to discuss the complaint he submitted regarding his Linksys productCustomer is asking for discount so that he can buy another Linksys product in the futureCustomer originally purchased the Linksys EAfrom Linksys [redacted] As a resolution, we gave an an upgraded product to the customer ( [redacted] )We also provided an exemption for prepaid packing label so that the customer can return the defective unit to Linksys for freeCustomer is satisfied with the resolution givenIf Mr*** requires further assistance, he may contact the [redacted] Customer Service Executive Response Team at (714) 768-***.Customer was pleased with the resolution and we have closed the case in Sales Force.Thank you, [redacted] ***Office Of The President

Revdex.com Offices,We will reach out to Mr [redacted] today in regards to his Linksys EArouterWe will provide updates once a resolution has been reachedThank you, [redacted] ***Office of the President

Revdex.com Offices, We were able to speak with MrGreg KGoad todayWe assisted MrGoad with replacing his WRT1900AC router and provided the customer with a prepaid packing label to return his defective unitThe customer was pleased with the call back and resolution.Sales Force Case : [redacted] Prepaid Packing Label: [redacted] Thank you, [redacted] ***Office of the President

To Whom It May Concern, We left voice messages and sent emails to Mr [redacted] * [redacted] The customer called back and our agent [redacted] provided the customer with the proper steps regarding a replacement.As a courtesy gesture our tech support team is going to reach out to the customer and provide free assistanceIf the tech support agent deems the router defective we will replace the unit as a one time courtesy gesture.Our CSS agent [redacted] will reach out to the customer today 11:AM Central Standard TimeWe will either get the router up and running or replace the unit.Sales Force Case: [redacted] Sincerely, [redacted] ***Office Of The President

BBB Offices, We spoke to the customer today and he confirmed he still has issues with the parental controls for his Linksys VELOP device. Customer has been speaking with our 2nd tier support. He mentioned they fixed they issue temporarily and now he is experiencing the same issue... again. We offered a call back from our SET team and the customer agreed. We asked the customer for a preferred time for a call back. The customer is available Monday-Friday after 5:00 PM EST. We informed the customer someone from our SET team will be calling him within 24-48 hours after 5:00 PM EST. The customer agreed and will be awaiting a call back. Sales Force Case: [redacted] ***Office of the President

Revdex.com Offices,We reached out to Mr*** *** this morning regarding his issues with our Linksys EArouterWe are currently in the process of setting up a check request for Mr*** in the amount of $214.99.The customer was able to provide his home addressThe customer should receive his
check within 10-business daysThe customer was pleased with the call back and resolution.Order #***Sales Force Case: *** Thank you,*** ***Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com Offices,We spoke with the customer and he was not interested in trouble shooting or an upgraded replacementWe are currently in the process of setting up a refund once the customer returns his defective Linksys routerSales Force Case:***Respectfully,*** ***Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have only recently resumed contact with me but the original issue of my defective product is still unresolvedThey are currently attempting to contact me by phone, but with my work schedule, there is a very high chance that I will be unable to pick upThe number they have provided is outside of ***, and I cannot call outside of the country with my current serviceI have requested that they contact me by email like they have been in the pastPrior to November of last year, all communications have been over email, so I do not understand why they cannot contact me that way againIt would be significantly faster and easier for me instead of trying to make myself available at a certain time of day for them to call me
Regards,
*** ***

Revdex.com Offices,We were able to speak with the customer today and came to the conclusion his Linksys routers were defectiveWe assisted the customer with replacing both routers and provided a prepaid packing label to return his defective routers.Sales Force Case: ***The customer was pleased with
the call back and resolution. Thank you,*** ***Office of the President

Revdex.com Offices, We were able to talk to the customerHe was not happy with our level 2 tech support team for not calling him back which was promised to himAmazon has taken care his refund for the unitPer customer, he will go back to Revdex.com to update his
complain as officially taken care off. We apologized for the circumstances and will do an analysis on the agents that spoke with the customer.Thank you, *** *** Office of the President

Linksys Customer Service contacted Mr. *** ***?? to
discuss the issues he is having with his Linksys router. After further
discussion, we agreed to have his case escalated to our Corporate Technician
for resolutionHowever, when his call was escalated to our
Corporate
Technician, he requested a refund as the only resolution. Mr
*** was granted an exemption to refund his product for amount of
$249.99. The Return Merchandise Authorization is ***?In
addition, he was also provided with a free UPS prepaid label to return the
defective unit to usHis expectations were set that he will be getting a
check refund and it will be processed once the product is delivered to
us. If Mr***? ?requires
further assistance, he may contact the Linksys ?Customer
Service Executive Response Team at ###-###-####.
v

Revdex.com Offices, We were able to contact the customer and we reset the parent node and unplugged the other (3) child nodesThe reinstallation was a successWe did a speed test on his devicesWe reset and reinstalled all of them and it was successfulWe then proceeded to power cycle all the nodesTurned on the Parent Node and waited for the LED to become solid blueMoved it to a desired location and waited for the LED to become a solid blueDid the same with the other two child nodesThe customer was pleased the assistance from our lead technician Jeffrey ***We always leave an open line of communication between the customer and our techniciansSales Force Case: 0*** Respectfully, *** *** Office of the President

To Whom It May Concern,We were able to speak with *** *** today and assisted her with connecting her PC with our router(***)The customer was very pleased with the call back and resolution.We have set the Sales Force Case: *** to resolve.Thank you,*** ***Office Of The
President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com Offices,We spoke to Mr*** *** and the customer was upset because he got a replacement from ***, but unfortunately, he is still experiencing the same issues. We offered a SrTechnician to assist him but the customer declined. We did ask the customer if he will be
returning the unit to *** for a refund, customer said, most probably, and he will open another Revdex.com case against *** for providing a defective unit,and against Linksys for making a defective unit and that what we would do to resolve his issueWe explained to the customer that we are offering a SrTechnician so that we can isolate the issue and assist him accordinglyCustomer mentioned that its 4:30PM and wants to be called back a better time. We did ask what would be the best time to call him, the customer just said goodbye and disconnected the call.Sales Force Case: *** Thank you,*** ***Office of the President

To Whom It May Concern, On January 6th, we reached out to the customer, *** ***, and set up an advance replacement for his defective router(WRT1900AC)We also included a prepaid packing label to return his defective router.Mr*** new router was shipped out on 1-7-2016.We are
still awaiting the return of his defectiver router.Order#***Sales Force Case #***Thank you for your patience,
***
***
Office of the President
Escalation Representative
*** ***
*** *** *** ***
*** *** *** ***

Revdex.com Offices, We spoke with the customer and provided an exemption to release the credit card hold for the Advanced RMA#*** (PO#***) even if we have not yet received the defective device. I explained to customer that the warranty of the Linskys device only covers free
regular ground shipping of the replacement unit and that we provided her with a Prepaid shipping label to return the defective device as part of the exemption given to herCustomer complained of the call back time frame as her husband was told by the Linksys technician that the case will be escalated to a higher level technician and they never received a call back not until her husband had another chat session with our technician and it was after days that they received the call backI apologized to the customer and informed her that the call back time frame is to business hoursCustomer understood and that she wanted us to review our Customer Service policies and that we should be able to provide good customer service not as an exemption givenTold customer that I have taken note of what she said and appreciate it. Thank you, *** ***Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. See below for the details. Apparently, the company does not have all of its facts straight. I did speak with a Linksys representative, who informed me there's no problem deleting my account. She asked me if my router was connected, and I told her that I had disconnected it because -- not being able to access my router settings -- the router is basically useless. I told her that I would be reconnecting the Linksys router, and asked her if my account (the source of the problem, due to a glitch on their end) could be DELETED via live chat. She responded in the affirmative. I informed her that I would be reconnecting the router as soon as possible, to get the account deletion done and start over with a new account, which should solve the problem. Regarding the return of the router for replacement, the company has not issued an RMA number, and my guess is that a return of merchandise is not authorized at this time. I am willing to troubleshoot the problem further, which, at this juncture, can only occur if Linksys will DELETE my existing and nonfunction** account, which would then enable me to create a new account and allow me to access my router settings. Frankly, without the ability to access my router settings, I am stuck with a piece of junk. I kindly request the company to confirm, in writing, that it will honor its promise to delete my problematic account, so that I may set up a new account and thereby be able to have control over my router settings
Regards,
** ***