I had nothing but good experience with Linksys wired products. My Linksys BEFSR41 EtherFast Cable/DSL Router was a faithful and bulletproof device. Early this year I decided to install a wireless network powered by a Linksys WRT54G Wireless-G Router along with several Linksys wireless access points. My (version 4) Linksys WRT54G Router intermittingly dropped connections and a rather unstable network resulted. After six months of usage the power light started flashing continuously and it no longer functioned.
I contacted Linksys and followed their RMA process. I elected for the replacement to be shipped UPS Ground since this option was free. Linksys’ representative estimated that a replacement would ship in 1-3 days and take 7-10 days to arrive at my work address. I took a week off work and went to waterski school in North Carolina.
I never received any notice from Linksys that my replacement router had shipped, so I decided to contact them today. First I tried their technical support number and they verified my case number, RMA number, and all my normal profile information. However, they could not tell me if my replacement router had shipped yet since they didn’t have access to warehouse information. They supplied customer service’s phone number and I called them. Customer service verified my case number, RMA number, all my normal profile information. However, they could only tell me that they received my broken router and were unable to check the warehouse system to see if my replacement router had shipped yet. They supplied the RMA department’s phone number which was the same number that I had dialed to get them.
They then clarified that I needed to dial that phone number, hit 3, hit 3 again, and then hit 6. I followed their directions except I listened to the voice menus and discovered that I really needed to hit 3, hit 3 again, and then hit 4 to be connected to the RMA department. After a long wait they told me my router was delivered on July 5th, only 5 days after my original request. They provided the UPS tracking number confirming that it was delivered and signed for in the company mailroom. I checked with the mail room and their delivery manifest showed it delivered while I was on vacation. However, I never saw the package.
Linksys should have e-mailed me the tracking information so I could have made proper arrangements after it was delivered. I even wrote this request on the RMA printout included with the returned router. I guess I am out a Linksys router and the shipping costs. Anyone have any non-Linksys router recommendations? I see that NetGear routers are pretty popular.
It is also important to note that Linksys’ Online RMA Status Lookup Tool was able to find any information on my RMA:
We apologize for the inconvenience but we are currently experiencing technical difficulties for the following reasons:
1. The web site is currently experiencing connection problems.
Please contact the Customer Service Department at (949) 271-5461 for RMA Status between the hours of 6:00 AM and 5:00 PM Pacific Standard Time (PST).