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Customer Review

35 of 46 people found the following review helpful
1.0 out of 5 stars Maybe I Got a Bad One... Doesn't Explain Customer Service, Though..., November 4, 2013
This review is from: Linksys AC1900 Wi-Fi Wireless Dual-Band+ Router with Gigabit & USB 3.0 Ports, Smart Wi-Fi App Enabled to Control Your Network from Anywhere (EA6900) (Personal Computers)
Vine Customer Review of Free Product (What's this?)
Let me say first, that my review is FACT, and a detailed account of my experience with the router. I am not an employee of ANY electronics company or vendor. Thanks.

I really wanted to love this Linkys AC9100, but was never able to get the router to stay connected long enough. I called Linksys Customer Service 4 times without any resolution. I wanted this router to replace our current Netgear Centria router that works very well. I was looking for a router with blazing speed, faster connections and could stay connected at greater distances. The setup of the router was not as easy as advertised. At first, I couldn't seem to get the router and my modem to play nice, but once that hurdle was jumped, I was all set. The user interface is not as robust as Netgear's but is easy to use. I was able to see my connections and setup USB connections quickly. The rest of the day was pretty uneventful. I had 1 router crash and had to restart the modem.

Later in the evening (Friday) when the kids arrived and turned on the Nooks, PC's, etc., the router began to crash repeatedly. It crashed 4 TIMES in an hour and had to be restarted each time. I had never had any issues with the Netgear crashing with the same kind of network activity, but I decided to call Linksys on Saturday.

In the morning, the crashes were intermittent and dependent on how many connections were making demands on the router. I called Linksys, and went through the reboot process first. This process didn't work. In fact, a few minutes after rebooting and establishing a connection, the router crashed while I was on line with the customer service representative (CSR). The next trick we tried was to re-apply the firmware to the device. We reapplied Firmware Ver.1.1.42.155232. Once we completed the firmware update, we rebooted the router again. Same effect. In fact, the router crashed a total of 8 times in a 2 - 3 hour period on that Saturday. After calling the CSR again, I was told that they had done all the trouble shooting they could do with the router and she would update my file to have the router replaced. I was told to call Linksys Customer Replacement at 800-546-5797 with the reference number I was given. On Tuesday, I called the customer replacement number and was told that my file had not been updated with the replacement request. She stated she saw all the communication between myself and the other CSR's, but no one updated the file for the replacement request. I was told I would have to call the Linksys Customer Service group I talked to on Saturday, AGAIN, to attempt to resolve the issue. I explained that I was given the 800 number and a reference number, but to no avail. That was IT for me. I felt I had made enough calls to Linksys about a brand new device. I decided to try the new Netgear Nighthawk AC1900 and can HIGHLY RECOMMEND that device over this one. Maybe I received a defective device, but Linksys customer service made the experience worse.
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Showing 1-3 of 3 posts in this discussion
Initial post: Nov 5, 2013 10:08:14 PM PST
Linksys says:
(MANUFACTURER)
Hi K.C. Cole,

Thank you for providing a detailed review. Apologies for the experience you've had with support. Please send us an e-mail at BelkinCares@belkin.com and provide the case number given by support together with the link of this post.

We're looking forward to providing further assistance to you.

Regards,
Linksys Support
www.support.linksys.com

In reply to an earlier post on Nov 30, 2013 2:47:39 PM PST
Naught says:
Do you work for Linksys as an employee (NOT a contractor)? What is your rank? If you are an appeasment peon please go elsewhere.

In reply to an earlier post on Aug 3, 2014 10:08:27 PM PDT
Did you email them and if so, did they reply?
I'm curious. I got the same message.
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