[General] Is Linksys following Dell in customer service Hello Linksys users
The article this week in Business Week about Dell's troubles with poor customer service: Dell in the Bloghouse (»www.businessweek.com/technology/···2021.htm) highlights an ongoing issue in the industry.
Is Linksys any better? Not in my experience.
Here is my recent experience as shown in this discussion thread with Linksys support beginning with my latest response.
Does telling me nothing and not providing any help mean you are being paid by Linksys for doing nothing?
I think our correspondence will make a good web site, dont you?.
I remain DISSATISFIED, UPSET and CONFUSED and can only hope that Linksys understands that I am now a motivated detractor of the company. As an independent system integrator, Ive used many Linksys products.
Following what Business Week reported about Dell Computer and its customer service troubles, Im going to look for interesting places to tell the truth about Linksys.
Thanks again for nothing.
Prin t Server PSUS4 firmware
Response (Cecille M(16003))08/27/2005 12:32 AM
Thank you once again for contacting Linksys Customer Support.
I understand this after all the inconvenience you have experienced. In spite of this, I am still happy to have been of assistance to you. Rest assured that we will use this to continue to exert our best efforts in order to meet and even exceed your needs and expectations both from our products and services.
If you have further questions, please send us an E-mail at email@example.com so that we may further assist you.
Badge ID 16003
Linksys A Division of Cisco Systems, Inc.
Product Support Specialist
Customer (Dan Farrell Davis)08/26/2005 09:44 AM
On 8/26/05 12:06 AM, "Linksys Support" wrote:
> Thanks for your reply which tells me no more than I could assume.
> Your support web site has already failed me since it allowed me to downgrade
> my firmware. The firmware currently offered is NOT IDENTIFIED AS TO VERSION.
> Thus I wonder how I will know any subsequent updates are which you are doing
> wont entrap me.
> And its simply preposterous that you can manufacture and ship a product with
> firmware version 6033 and you claim to still be updating your web site for
> this version
> Please count me as DISSATISFIED, UPSET and CONFUSED. This is poor customer
> Thank you.
> Prin t Server PSUS4 firmware
> Discussion Thread
> Response (Cecille M(16003))08/26/2005 12:06 AM
> Dear Dan,
> Thank you for contacting Linksys Customer Support.
> I do apologize for this inconvenience. We are still on the process of updating
> our website. You can check our old link for downloads. Go to
> www1.linksys.com/download and select PSUS4 from the list.
> If you have further questions, please send us an E-mail at firstname.lastname@example.org
> so that we may further assist you.
> Cecille Manzano
> Badge ID 16003
> Linksys A Division of Cisco Systems, Inc.
> Product Support Specialist
> Customer (Dan Farrell)08/25/2005 01:53 PM
> The download page for this product allows a firmware download, but the
> firmware version is not identified. Thus I downgraded the firmware on this
> brand new print server from version 6033 which came on it to 6032.
> How can I get the firmware version 6033?
Dan Farrell Davis
While I do agree that the Linksys support is not the best in the industry, you do need to know that they have been outsourcing their support for years. Its not going to get any better now that Cisco has taken them over.
I work for a software company and one of my responsibilities is to do email support. Let me say, its not easy or fun. Its WAY more difficult to do then phone support.
I don't think threatening them by saying that you are going to look for interesting places to post your conversation will really scare Linksys/Cisco into doing much. Yeah, I know, you say, "if enough people do it...blah blah blah."
It won't do jack for you in the end...sorry...but thats just the plain hard truth.
Until companies realize that outsourcing their support is a bad idea, you will continue to see piss poor support from a 3rd party that has no real stake in how the host company is doing. The tech you are emailing is most likely in India and if not there, then she is in the US working for $9 an hour for some company who won the lowest bid to do Linksys' support.
One other thing, if you are doing system integration, why in the hell are you using Linksys stuff in the first place. You should be using more robust product lines like the Cisco Airnet family of products.
Linksys has no place in the business environment just like though has no place in organized religeon.
My 2 cents worth.
oh great. wish I had found this thread before. I've just managed to downgrade my psus4 firmware from 6034 (shipped version) to 6032 from the website.!!!!!
No mention of version number on the site.. I guessed it would be the newest available.. but .. no!!
I've emailed linksys. no doubt I will get a reply such as yours ....
reply to Radardan
Re: [General] Is Linksys following Dell in custome I was upgrading the software on one of my son's computers for a usb wireless device and had a question for Linksys's uh, uh, uh, Tech Support. Hard for me to say tech support when Linksys is concerned. Linksys and tech support is like saying army intelligence. It is an oxymoron. Thier tech support used to be pretty good.
NyQuil Kid8f The Nyquil Kid
reply to Radardan
I have been getting the same impression regarding Linksys....website is terrible, even when it is up and responsive, and support is tepid at best.
[8F] The NyQuil Kid
reply to Radardan
Re: [General] Is Linksys following Dell in customer service I've jsut had a reply back from linksys. Unbelievable.. read on..
I just purchased a PSUS4 USB Print Server. It came with firmware 6034. To make sure I had the latest version I downloaded the version from the support pages. The filename did not reflect any details of the version number. I used the devices web interface to perform the upgrade, and it rebooted, to show me that it had been flashed to version 6032!
Where can I find the 6034 firmware the device came loaded with. Surely the website should have the latest version and not an old version!
It seems that the firmware version 6034 is pre-loaded on the PSUS4. We currently don't have a copy for that firmware and it was not yet been posted on the website. There is no way for us to re-flash it back to 6034. What I can suggest now is to have it exchange to the retailer to get the new firmware for the unit again.
linksys support wrote:
> It seems that the firmware version 6034 is pre-loaded on the PSUS4.
I know that. I said that in my original email.
> currently don't have a copy for that firmware and it was not yet been
> posted on the website. There is no way for us to re-flash it back to 6034.
I don't want you to reflash it. I want to reflash it myself..
> What I can suggest now is to have it exchange to the retailer to get the
> new firmware for the unit again.
You don't have a copy of the firmware for your own product? How is that?
Perhaps you can ask someone at product development to give the website team a
copy of the latest firmware..
Since writing my initial email I have searched the internet and Have found
about 10 forum posts from various people in regards to old firmware for this
device. This is extremely bad product support.
The retailer will not replace the unit just because I have downgraded the
firmware. Your site should be more clear and display the firmware version on
it and at least say that it is an odler version that the product probably
reply to Radardan
My 2 month struggle with new Linksys WUSB11v4's on 2 different computers disconnecting and hanging (a 3rd computer with an ambicom adaptor on the network does not have any problems)...
Thank you for contacting Linksys Customer Support once again.
I apologize but I was not saying we do not support Windows 98 SE. I did suggest trying it on a different operating system to isolate the problem. If that is not an option, there is nothing else we can try to make the adapters work with your computers as the installation should just be plain and simple.
I am not sure if you can get a refund. What I can tell you is that we replace devices that are proven to be faulty. You can verify if the retailer can give you a refund. But I understand if they will refuse to since the adapters were bought over a month ago already.
If you have further questions, please send us an E-mail at (snip) so that we may further assist you.
So 2 new WUSB11's going in the trash because linksys cust support sucks.
Re: [General] Is Linksys following Dell in custome I had contacted Linksys for this pb, the answer :
Thank you for contacting Linksys Customer Support.
We apologize for the inconvenience this may have caused you. Ill forward this concern to our Beta team so they could send you another copy of the firmware.
I receive the 6034 version with mail, i'd put the file on FTP :
reply to Radardan
Re: [General] Is Linksys following Dell in customer service Today I received a new PSUS4 unit with 6034 firmware on it.
About a month ago, I downgraded my PSUS4 with then 6033 firmware on it to version 6032, rendering the unit useless as it no longer worked with my setup of an Apple Macintosh G5 and a Brother HL-1430 laserprinter.
I spoke to Ray from customer support (tech ID #11755) who lead me through the usual stuff (swap USB cable, swap UTP cable, reset unit) only to conclude that yes, I was right and since my unit still had warranty I could go to my reseller and ask for a new unit. Of course, I'd need to do the story again and mention his tech ID.
The swap took a month only because stock over at Linksys was low. But now, after a long wait, my shiny new PSUS4 works like a charm.
So, this taught me: "If it ain't broke, DON'T fix it!" Otherwise no complaints on Linksys tech support.
reply to Radardan
You got what you paid for. If you wanted support you shouldn't have bought a $50 item. Support costs.
reply to dsless
Re: [General] Is Linksys following Dell in custome
said by dsless:Depends which tech support you're talking about. Like most of the IT industry, you'll often find more than 1 level of product...and support is the same thing.
Hard for me to say tech support when Linksys is concerned. Linksys and tech support is like saying army intelligence. It is an oxymoron. Thier tech support used to be pretty good.
1) Support for the general public, the radio shack/comp usa buyers.
2) Support for VARs/IT consultants...this is something you sign up for, and hopefully anyone who is in IT on these boards has done so, because support through this channel is quite good, far above support for the general consumer public.
reply to Radardan
I'm curious why all of you used email support? I have had very good PHONE support for my Linksy BEFSR41 ver.3. I haven't called very recently though so did you avoid phone support because it has become bad in the last six months? Even if that is true still phone support, by the very nature of the medium, could not be as bad as most email support from most any company. So, I still do not understand why all of you used email.
edit: BTW, I am toward the end of an almost two month horror story with Dell support that makes the Business Week example look like a piece of cake. Dell also had the gall to tell me that the Business Week article is "not true". I never attempted email support with Dell and never would. At least I am dealing with the Resolution Center in Texas and with USA workers and not someone in India with an accent I cannot understand who is so poorly trained that they have no idea how to do troubleshooting.
Around 2005 a sudden spark will catalyze a Crisis mood. The very survival of the nation will seem to be at stake.Sometime before 2025, America will pass through a great gate in history. The risk and promise will be very high. The Fourth Turning Wm. Straus
reply to landaro
Many thanks landaro,
I've downloaded 6034 for the PSUS4 from your ftp site. Like others I had unwittingly downgraded via the Linksys website from 6033 to 6032 and failed to get any joy from linksys support.
The only obvious change is the number on the screen though - but has been working fine without lockups for several days now!