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Wet_Baloney
December 0, 0000 12:00 AM
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The BBB is useless, the other avenues of protest you mention will take forever to accomplish anything useful (in the remote chance that they take an interest in your case). The only way to get anything done is to go to someplace like Hoovers.com, find the name of the CEO of DLINK, and send him a letter. Better yet, call their corporate headquaters and ask to speak to his executive assistant. When you get connected to someone, explain the problem and ask for the name, phone number, and address of the person in their company who manages customer service and/or tech support.

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tinfoil
December 0, 0000 12:00 AM
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Computer technician or not, they still need to verify the unit is bad using their own methods. Don't expect an RMA until then. It's a pain in the arse, but it is a necessary evil.

D-Link may have a less than intuitive RMA system in place, but you need to jump through their hoops to get the RMA. Walking through some steps on the phone is not at all unusual and I've had to do this on many things from consumer to enterprise level products.

Complain about the system, but don't complain about not getting an RMA until you have gone through their not at all unusual sounding system.

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cudthecrud
December 0, 0000 12:00 AM
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This is super simple. You call them up with the router unplugged next to you. You let them \"troubleshoot.\" They ask you to plug it in, you \"plug it in.\" Mind you, you don't have to actually plug it in. Make believe. You should know what the router should actually be doing, and if you've already done the troubleshooting, you can supply the appropriate answer to get an RMA number super quick. Super easy.

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El Diablo De Verde
December 0, 0000 12:00 AM
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this doesn't sound good - i just purchased a d-link usb wireless adapter. oh well.



@ wet_baloney, the BBB has actually helped me successfully settle a number of disputes i've had with various companies over the course of time, such as at&t, hewlett packard, etc.. often it helps when you copy the ceo of the company on your complaint to the BBB.

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iankasley
December 0, 0000 12:00 AM
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I used to have to do the sort of thing cudthecrud suggests all the time when dealing with Apple's brain-dead support a couple of years back when I was working as in technology at a public school district. One of the recurring issues we had was that kids would break (completely off, in some cases) the CD-ROM trays on the earlier iMacs.

I'd call up their support line and after navigating their voice prompt Hell and being asked for my home address (despite telling them the machine belonged to a public school, apparently I now own hundreds of iMacs according to their database) they'd finally ask me what the problem I seemed to be having was and I'd say, \"Someone broke off the CD-ROM tray, this is under AppleCare and our rep says replacement is covered for education customers...\" and they'd then go \"Hmm, I want you to insert the System Restore disc that came with your computer\".

I did try to explain the ridiculousness of my following their lobotomized support script when there WAS NO CD DRIVE anymore, but they didn't get it and rather than run around in cirlces with them or be told that student-inflicted failures weren't covered under AppleCare (our rep said stuff like that WAS under the education level coverage, but he had a tendency to be completely full of shit) I quickly learned to just bullshit them and would often not even have the downed machines in my office, but rather just kept a double-clickable sound file of the Macintosh statup chime on my own computer to make them think I was rebooting repeatedly per their instructions.

Only way to get anything done was to game the system to the point where they'd have to send out a 3rd party contracted tech who (hopefully) would take one look at it and say, \"You need a new CD drive\" and swap out the part.

Inexplicably and inexcusably, our Apple rep never revealed that there even was a seperate education support number to call until just before he quit. (Not that they were much more helpful, but the missing hundreds of thousands of dollars of AppleCare extended warranty coverage policies are a story for some other day.)

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Anonymous
February 13, 2009 3:10 PM
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I went thru hrs of troubleshooting. Finally get a case# and phone # for RMA. I call, placed on hold for 19 minutes, the person answers and says I need to go to a website. I ask why they can not provide an RMa Not my job. I get on the site. Step 3 proof of purchase- gives you the choice to upload or browse. I have an Office Depot receipt. cannot do either. Type in Office Depot. Will not accept it. Call RMA and get voice mail. Someone will call you. This is the worst circle jerk in the business. Strongly suggest you avoid doing business with this company! Glenn

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