Re: Linksys Tech Support (was: Linksys BEFVP41 and SNMP)

From: MyndPhlyp (nobody@home.com)
Date: 06/21/02 

From: "MyndPhlyp" <nobody@home.com>
Date: Fri, 21 Jun 2002 09:05:57 -0400

"John Oliver" <joliver@john-oliver.net> wrote in message
news:slrnah4rmr.g97.joliver@ns.mrtg-monitoring.net...
> Their tech support is worse than useless... not only do they have no
> idea what SNMP is and not even basic troubleshooting ability (I'm
> positive Linksys tech support is outsourced to a boiler-room where
> everyone just looks things up online), but they won't even try to
> help... when I asked the dumbfounded tech to transfer me to another
> level of support or a manager, I was told "We don't transfer calls".

John:

I can't help you with the SNMP problem. I've tried getting SNMP operational
on my BEFVP41, but to no avail.

I can, however, sympathize very much with your frustration towards their
so-called tech support. I (very recently) called and emailed them with two
straightforward problems, one of which had been outstanding from three weeks
ago. (They dropped the ball on the old issue.)

So how about this seemingly very simple problem ...

I have firmware version v1.40.2 and noticed there was a v1.40.3 available.
Downloaded it, unZIP'ed it and tried to TFTP it to the BEFVP41. I get an
error message saying "Invalid Image". I email their support and get a
cookbook reply that didn't address the problem one bit. (Reset the unit back
to factory defaults and try it again.) I wrote back informing the tech that
his suggestion didn't solve the problem and haven't heard back.

At the foot of the tech's email it says (boilerplate signature) "email ...
or contact us at 800.326.7114 so that we may further assist you." Okay,
let's try telephone support ...

On "ignore" for over 20 minutes listening to the most wretched
music-on-ignore coupled with incessant voice-over advertisements. Good thing
it's an 800 number. Finally a real live human voice rescues me from my
private hell.

I go through the cookbook greeting (name, phone number, operating system,
model LinkSys unit, blah, blah, blah) and we finally get to the question.

The tech walked me through the cookbook again ... and I obliged since I knew
there was no way I was going to get any progress unless I "played the game"
... and ended up with the same error. "Invalid Image"

The tech replied, "I don't know what the problem is."

When pressed to see if perhaps second level support might be helpful or if
he would like more contact information should development need additional
information, there was an obvious disinterest. The first level tech wasn't
going to do anything to troubleshoot the problem or develop a solution. Even
those silent voices sitting behind him (whom he consulted from time to time)
would not consider escalating the call. It went nowhere and the call ended
right there.

Oh ... he did offer an alternative solution path ... I should try email
support because they have better resources and easier access to development.

HA! I just love it when the right hand points left at the same time the left
hand is pointing right.

So I tried contacting Customer Service (a.k.a., the RMA Department).
SURPRISE! It's not an 800 number this time. 949.271.5461 and just try to
guess the right path down the voice carrousel.

After sitting on "ignore" for another 20 minutes ON MY NICKEL, I finally
hung up.

So pleased was I with the level of professional support and deep concern I
experienced with LinkSys that I am now in the process of packaging up this
LinkSys BEFVP41 and sending it back to my vendor for a refund. Hey, I'm a
very patient person and have used LinkSys products for many, many years. No
longer. I now consider any vendor EXCEPT LinkSys ... even Cisco would be a
better choice.

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