The IT Nerd

Here’s a quick update to this post about my experiences with D-Link tech support last week. Seeing as it’s just a light that has burned out and the unit is otherwise fine,  I have decided not to replace it. Part of the reason for that is the rather negative experience that I had with D-Link tech support. In a way I shouldn’t be shocked by any of this as I’ve had negative experiences in the past with their tech support, and have stopped recommending most of their products to my customers as a result. Another reason is that I haven’t got the confidence that my issue will be sorted out properly by D-Link given the circus that I went through with them on the phone.

Having said that, the DNS-323 is a really good product. But the quality of the support leaves something to be desired. And it’s often the quality of support that makes or breaks a product. Right now, D-Link’s tech support department is not doing an otherwise excellent product any favors. I really think they need to make some wholesale changes to fix that.

The next question is, what do I replace the DNS-323 with when it does die? I’m thinking that I’ll look at something like this from Lacie as I have had very positive experiences with their tech support and their products are excellent.

This entry was posted on December 24, 2008 at 9:49 am and is filed under Commentary with tags Customer Service, D-Link. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.