A couple of weeks ago, I bought a Cisco Linksys EA3500 (N750) smart wireless router (read my review). Obviously if I am calling Cisco technical support, there is a problem with the device. The problem is that I can not log into the router admin system to make changes to the network config!
So I call up Cisco customer support and talk with Connie, probably a false name given the Indian accent. Immediately she starts data mining, name, phone number, email address, serial number etc, without thinking I volunteer this information, heaven knows how they will use that information? Then asks a few brief questions about my issues; spouting a load of rubbish, I inform her that I am a former network administrator and have done all the usual troubleshooting. I’m not the sort of person who immediately calls tech support! I have the knowledge to fix most network issues myself!
After getting some additional information such as purchase location etc, she tells me she is having a hard time hearing me and that she would call me back; thinking about this now; this is more than likely a way to check that you have given a real phone number. Anyway, she called back and immediately attempts to sell me a support package for $19, I inform ‘Connie’ that I have no interest in buying more support, I just want my two week old product to work as anyone would expect.
I reiterate my technical abilities as we go through unplugging the router and modem, reconnecting both, still no access. the rep asked me to try another machine, so I boot up my laptop and attempt to login, same result, nothing after clicking “Login”. ‘Connie’ then asked me to unplug the WAN Ethernet cable from the router and it allows me to login, but everyone on my network has been disconnected from the web; which is unacceptable, why should users have to stop what their doing?
I make my feelings clear that booting everyone off the Internet to make changes to network configuration is totally unacceptable; then ‘Connie’ becomes very condescending saying “it’s only disconnecting one cable for 30 seconds” like this is an acceptable solution to the issue. Suffice to say I told her that I will simply box up he router and take it back to the store where I bought it and hung up on her. I will not be talked to like that when it’s their product at fault! Damn unacceptable!
Suffice to say, I will not be buying another Cisco product ever again, I have never experienced customer service this bad before; and trust me I have experienced a lot of bad customer service since arriving in the States! Bottom line, Cisco are more concerned with relieving you of more of your hard earned cash than actually providing support, I truly am flabbergasted by this experience!
Further to what I have written above; have a read of this customer service review website, lots of others massively dissatisfied Cisco customers, also check out this article about how Cisco can take control of your bought and paid for router at their whim, surely that has to be borderline illegal?!?!
Update [Mar, 31 2013, 11:02]: I made good on my word and returned the EA3500 to the store and exchanged it for a Western Digital MyNet N900 wireless N router (450+450) and thusfar I am very happy. I can log in and out of the router admin system without a problem, it’s a shame that the biggest name in networking, Cisco Linksys can’t create an admin login with the same ability!