Linksys,

One of my client’s neighbors recently called your company for support because she didn’t know how to get her WPA key after her computer was wiped clear because of viruses. You told her to reset the router back to factory settings but then wouldn’t tell her how to set it up again! “Your router is out of warranty” is your reply. So now her entire company is in worse shape because she didn’t have the authority to spend $40.00 of her boss’s money.

That is just bad business.

1. You find out her problem.
2. know her router is out of warranty
3. You have her reset her router.
4. You can’t help her to restore it back to working order because it is out of warranty.
5. You offer to charge her to do it.

Shouldn’t you mention these facts before you have her reset her router and knock the entire company off the Internet?

It is such reasons that I refuse to sell Linksys products. I truly hope that you will change your way of business but I doubt it. You’re owned by Cisco and you are the industry’s 800 lb. gorilla so you don’t have to worry about the little guy.

Well, I hope that you are happy with the fact that you wanted to charge them $40.00 to set up a router. As soon as I can, I am going to move them to a Netgear router.

Sincerely NOT a Linksys reseller,
Tim Biden

Biden PC is a Computer Network Consulting Company.

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1. Chad D Says:
   March 2nd, 2009 at 10:53 am

   I agree, Linksys tech support is by far one of the worst in the industry. We recently had a print server go bad, it took one of our techs 4 hours in phone calls for them to finally admit the part was bad and send us a replacement. That was almost $400 in time spent to replace a $99 part. As a VAR who resells *a lot* of Linksys products(not my decision), we shouldn’t have to go through that.

   Chad D’s last blog post..All these damn layoffs