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The Graveyard - Products No Longer Supported => Routers => DIR-855 => Topic started by: thetoad30 on April 20, 2009, 06:10:59 AM

Title: Tech Support Not Answering
Post by: thetoad30 on April 20, 2009, 06:10:59 AM
I've sent a few e-mails to D-Link Tech Support and received a response on the initial e-mail. However, my subsequent replies have gone unanswered for a few weeks. I've sent a few e-mails even asking for a status, but no answer.

How is it that an answer comes from one e-mail but every other one gets filed away? Needless to say I'm a bit upset since I've paid such a premium for this router. Note that this is not the only tech support e-mail I've sent that has gone unanswered from D-Link.
Title: Re: Tech Support Not Answering
Post by: arod on April 20, 2009, 08:39:22 AM
What were you asking for through your emails?
Title: Re: Tech Support Not Answering
Post by: thetoad30 on April 20, 2009, 12:13:14 PM
I was trying to convey the fact that my wireless signal on the 5GHz was constantly dropping and I was experiencing wireless restarts and disassociations/associations. I was sent a response of how to configure the device in order to try to troubleshoot - none of the suggestions worked, which I e-mailed back and asked if it needed to be RMAed. Then I received no response.
Title: Re: Tech Support Not Answering
Post by: smlunatick on April 22, 2009, 07:10:21 AM
My previous experience, this year, for an RMA took me 1 week for the RMA "number" to arrive by email.
Title: Re: Tech Support Not Answering
Post by: thetoad30 on April 22, 2009, 08:13:14 AM
Well it's been over a week. And, I haven't received a response on this thread either. Is it possible that "RMA" elicits a silent treatment from D-Link on this router?

I'm getting very frustrated with this level of tech support. I've never used D-Link before, sticking with Linksys since I had never seen a D-Link product that beat the Linksys, and then the DIR-855 came out. Linksys products were being mutilated and dumbed down, cheapened, etc., so I thought I'd try the D-Link with all the great reviews of the switching and the dual-band radio. Plus I had the DGL 4500 before on 5GHz and it performed flawlessly. So I thought I'd try the DIR-855. I'm really hoping I didn't make a huge mistake with this device and supporting a company that doesn't care about it's customers.
Title: Re: Tech Support Not Answering
Post by: Lycan on April 22, 2009, 08:21:30 AM
D-Link will not issue an RMA via email. You must call our consumer class support line at 877-453-5465. As for your email not being responded to, I can check in to that if you PM me your personal information.
Title: Re: Tech Support Not Answering
Post by: smlunatick on April 22, 2009, 08:43:49 AM
I received my RMA via email but I needed to submit the request via Fax.
Title: Re: Tech Support Not Answering
Post by: Fatman on April 22, 2009, 09:00:29 AM
To be blunt, We will not provide RMAs via e-mail, that is company policy, any that have happened were exceptions for exceptional circumstances.
Title: Re: Tech Support Not Answering
Post by: thetoad30 on April 22, 2009, 10:58:28 AM
Thank you both for replying. I wish, like I stated in my other thread titled "Wireless Restarts", that tech support would have taken care of me. It's a shame that you guys take the heat when it's your tech support department that seems to be dropping the ball. Again, I realize the difference between tech engineers and tech support, so none of the aforementioned posts were directed at you personally.

I've PMed Lycan and will attempt to call the help line provided.