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 D-LINK PRODUCT NOT DOING AS ADVERTISED AND COMPANY DOESN'T CARE
Posted Tue March 13, 2012 12:00 pm, by Elaine S. written to D-Link Systems, Inc.
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It's really quite simple. I have a D-link DIR-827 router that DOESN'T do what is advertised that it does. Instead of being able to watch TV shows from my home network over my wireless router without any lags, I get TV shows stopping and starting and even more infuriating and often, I get an error that the show is not found. I rarely get to watch a TV show without issues. Again, this is contrary to ALL the advertising on D-link's site.
I explained my setup to D-link BEFORE getting the router. I gave them the info about what is where and the setup in my house. They knew the distance between the router and laptops I would be watching from. I have more than 1 laptop but only would be using 1 at any given time. They were also told that I recorded TV shows from my PC's Windows Media Center onto external hard drives, connected to my PC. Also, I would be doing normal surfing. In other words, they knew EXACTLY how I would be using the router and where. They said the DIR-827 would be perfect for me.
I have had nothing but problems with the DIR-827 despite their advertising. First, I had to plug and unplug the connection to it and power it on and off. This happened DAILY as I couldn't logon to the internet without doing so and that never happened before with any of my previous routers. They FINALLY troubleshooted and solved that problem.
What wasn't solved was the bigger problem. I STILL couldn't have seamless video streaming, far from it. Van Ngo, your customer service manager, said they were researching the issue and would get back to me. That was Jan 20, 2012. Since then he has ignored my e-mails completely. Today I called him and he basically said that despite the 1 year warranty I have on the DIR-827, they don't know how to fix it. I said I only spoke to 1 engineer about the problem and I came up with other possible causes and testing. He said that D-link WON'T do any of that despite agreeing that my ideas might be correct. He said I was free to seek legal counsel.
What type of company IGNORES a customer for almost 2 months (it would have been longer but I called him)and then doesn't want to solve the fact that they have misleading advertising in that the product isn't doing what is advertised???
I want them to FIX the problem. I want the seamless video streaming that is advertised. I am not looking to make money or get refunds. I want the product to work properly and to be able to watch my TV shows without lags or video files not found in the middle of watching them. I also want and expect them to HONOR my warranty. It is disgusting that I have to add the latter. It should be a given.
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