The Tech Support Session from HELL

[crobusa]

I have a Linksys router/switch I bought, to connect 4 computers together. (It's switch functionallity is boasted on side of box/product.) It has 4 ports, an Uplink and a Internet port.

Somehow the internal wiring got messed up at the factory.. When you plug a cable into port 3, the lights for 1 light up. When you plug a cable into port one, IT TAKES DOWN THE NETWORK.

So we have 4 computers in the server room, and a switch in the closet/break room, right? I get an RMA, and they send me a new and improved version 3, with "smart uplink" capacity.. no more uplink port, just port 4. Therefore only 3 computers can be conected.

Tech support says it's customer service issue.
Customer service says it's possible to hijack the internet port, call TS.
TS says not possible, call CS.
CS says I didn't read the RMA agreement that gives them permission to send a equivelent product, and goes to send the call to a "senior tech". (I hang up after 2 hours on hold.)
I call TS and beg to be escelated. TS will agree 4 computers/uplink isn't possible, but refuses to call this reduced functionallity.
Another TS says keep both defective and replacement switches, so I can go port crazy, as they charge my credit card $70.

 

[cavemanmoron]

mine works

one input,
one uplink to go to another hub,
the other outlets go to seperate computers.

maybe you should have bought an "8" hub?

or buy a cheap hub,thats not a router?
i have used as many as 14 computers at once via other hubs,all thru the Linksys router hub,
for a "seti" farm.

 

[vshah]

yikes tough luck. where did you buy it from?

 

[DaFinn]

I voted "Negitave" cause you spelled it funny...

 

[crobusa]

Originally posted by: vshah
yikes tough luck. where did you buy it from?

Don't know it's the company's. We've used it for 3 machines.. but I need a 4th for a new server I desperatly need to set up.

This is the second product I've had to RMA this week, the first was a 802.11b game console adapter.
At least they don't ask for faxed reciepts and other authenication garbage..

Does this rise to the level of a complaint letter?

Edit.. I realize I used "bought" in a misleading sense. sorry. We bought it as a company a couple months ago, from a vendor that has left us.

 

[natto fire]

Did the other switch work? I'm not sure I understand your complaint. You realize that even with the old switch you would not have been able to use the uplink and all 4 ports at once correct? The switch they sent you is functionally the same as the last one. The only difference is the auto-detect uplink port.

 

[Turkish]

i have a Linksys Wireless Router that Linksys never accepted as faulty. There's a thread about it with thousands of replies in BroadbandReports.com. Thousands of people have the same problem yet Linksys won't refund / exchange for a working model.

 

[Kremlar]

Did the other switch work? I'm not sure I understand your complaint. You realize that even with the old switch you would not have been able to use the uplink and all 4 ports at once correct? The switch they sent you is functionally the same as the last one. The only difference is the auto-detect uplink port.

We have a winner!

The reason plugging the last port in takes the network down is because that port is shared with the uplink port on your original switch. You must choose either to use that port or the uplink.

 

[crobusa]

Did the other switch work?

It worked for 3 computers and uplink... It has a bizarre wiring/lights issue where the light for 3 would start flashing if you plugged in something for 1, light 3 would go on for 2, etc, etc. So the answer is kinda, if you don't plug anything in port 1.

have a Linksys Wireless Router that Linksys never accepted as faulty.

I'm on with an esclated tech as we speak, and they've hinted at the issue I think you and Howdy speak of.

(tech manager) Sir, the documentation says it's a shared port for uplink and port 4.
(me) I don't see that anywhere on the box/advertising.
(me) Not only that but it's port 1 that is the issue.
(me) Listen, I'll pay you $10 and both switches, and you can send me a 8 port switch, that will resolve the issue.
(manager) Please hold while I talk to CS.

Call time 01:14:29 (h)m)s)

 

[natto fire]

Just to make sure, you have checked to make sure you are using correct cables? They ports are soldered to a PCB so a wiring problem seems unlikely. Don't get me wrong I hate linksys junk as much as the next guy, but 2 switches with internal problems seems unlikely.

 

[crobusa]

Looking in BR's Linksys forum.. any chance you could link the thread?
tks.

 

[crobusa]

Sorry... the light problem is the defective v2 and is confirmed.. The "new" v3 has only the missing port gripe.
From the last few posts, I assume you're correct that this is intended and the past 5 techs/customer reps knew noting of.. and this is not the product I need (4 machines+uplink).

My only hope is to parlay this into a 8 port switch. At least 6 hours at work after hours invested so far.
01:24:51

 

[Kremlar]

Should have just kept the other unit and bought a new 8-port switch and saved a lot of time!

 

[crobusa]

The old phone call lasted exactly 1:45:00.

It ended with: "I just talked to CS about the extenuating cirumstances, and I plead your case, but they refused, citing policy.

The next phone call, at 1:19:23 said they will replace with a 5 port for $40 more.. but when I mentioned I don't need router functions she'll give it to me for about $10 more..

3 hours so far tonight.. I hope it ends soon.