Reviews

Review Details

• Review fromThomas S

  Date: 04/16/2023

  1 star
  Junk failed at 7 months their customer service is a nightmare. Sent three days trying to make switching to another brand. It was a cascade of problems. Do not buy from tplink

  TP-Link Systems, Inc

  Date: 04/19/2023

  Hello ******************,I went and reviewed your email case and i don't see that we were slow to respond. In several instaced in the case we responded on the same day. The only time there was a delay was when your case was escalated to our engineering team. That delay was less than one business day. Just so you are aware, email support is not immediate. Emails are handled in the order they are received and answers can be delayed. We commit to a 1 bussiness day for responses. In my review and since another Deco model you had was not working with your ISP either it could be something called MAC Binding. If you ISP is cable then it could be that the modem was still bound to the previous router. That would effectivly mean the modem ignores any divice other than the Previous router. What you can do to clear this is to disconnect the router from the mode and power off the modem. Then diconnect the coaxial cable and power the modem back up. Wait 5 to 10 minutes and reconnect the coaxial cable. Once service is restored to the modem connect the main Deco to the modem. This should clear any binding and allow the modem to see the Deco.

• Review fromTodd C

  Date: 03/23/2023

  1 star
  Warranty process is an absolute scam. Wants me to pay 400 dollars for a router while they send me a new one, then once they get my old router back theyll take up to 25 days to refund my 400 dollars. Ridiculous. I will make sure to NEVER use a TP link product again. I will make sure it to name brand and a company that backs up their products and has good customer service.

  TP-Link Systems, Inc

  Date: 03/24/2023

  Hello ****, That is not how our warranty policy works at all. Your comment is in reference to 3 of our 4 RMA options related to Advanced shipment. This is where a customer pays a convenience fee to have the replacement shipped to them before we receive the defective unit. The convenience fee covers the cost of shipping the unit to the customer. TP-link provides a return label so the customer is only paying for shipping 1 way, just like with standard ****. With Advanced **** there is a holding fee, which is used as collateral to ensure the return of the defective unit. This hold amount is the value of the replacement, so depending on which router you have it can be a couple of hundred dollars. This hold also shows as a pending charge on your account but is not charged. Most banks deduct this from available credit so it can look like you have been charged but you haven't. That is the bank's way of ensuring a charge has funds to pay it, should it get processed. The 25 days are the length of time we are allowed to keep a charge pending before it has to be processed or dropped. This is the amount of time you have to 1. receive your replacement and 2. return the defective unit to us. If you do not want to deal with such a process you have the option of doing a standard RMA and sending the defective product to us before the replacement is being sent. In this type of RMA nothing is charged to you.

• Review fromLISA H

  Date: 11/11/2022

  1 star
  MISERABLE PRODUCT, NOTHING WORKS AND NO CUSTOMER SERVICE, SHOULD NOT BE IN BUSINESS

  TP-Link Systems, Inc

  Date: 11/11/2022

  Hello ****, We would like to be able to help and address your concerns but right now there is nothing in this review we can use to do that. What product do you have? What concerns are you having with it? What have you done to troubleshoot the concern? Did you contact our support team? If so, how? Were you given a Case or Ticket number? If so, what is that? If you can answer these questions then we can 100% help address your concern. Best Regards

• Review fromKevin K

  Date: 10/15/2022

  1 star
  TP-Link TL-SG105 5 Port Switch - purchased from Amazon in 2019 Was working fine until one day a large chunk of my network went down. Investigated and found this switch so hot that I was expecting it to glow. LEDs were all acting crazy.Was in the network closest with 5 other switches of other brands.Disconnected it and replaced with a new switch and everything is back to 100%. Tried this switch the next day and it was dead as a rock.Contacted TP-Link support with my Amazon receipt (the only one of these I have ever bought) from 2019 and the serial #.They claimed the serial # was for a unit that was 10 years old and refused to replace it.In 2018 I bought my first TP-Link products (smart switches) and sadly have purchased a bunch of their products since.I have dozens of switches/hubs (SMC, Netgear, ************* etc) that are probably 20+ years old and each one still worked work the last time I tried them.Unit is a significant fire hazard and the company wont honor the warranty.A $15 switch and they've lost my business forever.

  TP-Link Systems, Inc

  Date: 10/17/2022

  Hello *****, This is an unfortunate situation of assuming and as the old saying goes may ******* look bad. The crux of this concern is that your product had a serial number showing manufactured in 2013. Your proof of purchase showed a purchase in 2019, indicating that the product sat on Amazon's warehouse shelf for 7 years before being purchased. Logically, the support agent and their supervisor assumed this did not make logistical sense and felt the P.O.P was not for the product in question, hence denying the *** service. This was in part because prior to 2016 this switch would have carried a 5-year warranty. Assuming the P.O.P was for a different product this switch would have been out of warranty in 2018. While I understand the reasoning they used, we cannot always assume a proof of purchase (******) is invalid, especially if we do not have control of said inventory. At the very least if they were concerned they should have checked with Amazon first before denying the ***. As such what I can do is offer a replacement should you like one. Please email me at ************************* to proceed.

  Kevin K

  Date: 10/17/2022

  Oh, so now that I've made it public, you want to do what should have been done in the first place - instead of suggesting that I was lying? Thanks but no thanks. I dont want any more TP-Link products. It was never about the money and all about the principle.The switch that died was the one and only TP-Link switch I have ever ordered. And I seriously doubt it sat on Amazon's shelf for 7 years as you say.Sadly, I do have two TP-Link routers, and probably 15 - 20 Kasa switches/receptacles. I'm done with TP-Link and will never recommend TP-Link again as I've done many times over the past few years.Maybe this will help you provide better service to your other customers while you still have them. Good day!

• Review fromSarah D

  Date: 10/07/2022

  1 star
  I wish I could give zero stars. I had signed up for kasa care for the camera I bought. Because their app is not the best I ended up registering the same device twice because I never got confirmation that it went through the first time. When I noticed that I had been charged twice the following month I contacted them and was told that they would refund me for one of the subscriptions (which they did) and that I would only be charged once going forward. In August I was charge twice again and again I reached out and was able to cancel what I thought was the active subscription only to find out in September that I was still being charged. Both in August and September after contacting them I was told that the subscription had been canceled and I would no longer be charged. And what happens this month, I get charged AGAIN for a service I am no longer using. Their customer service is a joke and I'll be sure to avoid this company in future and have let friends and family know that they are not a trustworthy company.

  TP-Link Systems, Inc

  Date: 10/10/2022

  Hello *********. I regret this unfortunate situation you are dealing with. I have emailed the team responsible for ********** and their manager. I have requested that he reviews this and addresses the situation and that they provide proof that you are only paying for one subscription. I asked that this be sent directly to you but if I receive it I will forward that confirmation to you as soon as I get it. Additionally, since the records, show you have the EC70 I did want to let you know you can avoid a subscription all together. The EC70 has a MicroSD card slot so you can record clips locally. If you would like to know more please feel free to email me at ************************* Best Regards ******************* | TP-Link Techincal Support Supervisor

• Review fromPhillip W.

  Date: 08/23/2022

  1 star
  Oh, where to begin. This all started with a three pack of mesh routers. After unplugging to move some furniture, one was stuck in the yellow light start up mode. I could not get this one router to boot up, or start up. So I begin the very long and arduous process of emailing the company to ask for some help. Long story short I fight with them to get the *** set up, after which I ship them my unit, only for them to miss handle it and not be able to give me answers for weeks. I begin emailing literally every day to find some resolution to this problem. Finally, I go on their website and start a live chat with someone who looks into the situation further. It seems that since I bought a three pack of routers, that I should not have only sent the defective one back, but I should have sent back the entire 3 pack. This was only explained to me after three weeks of incompetence by this company. Now I am currently dealing with someone else, a person named ****, who has more or less done half of his job and has not completed the most important task. I am still waiting on my resolution, but at this point I cannot recommend TP Link for anything.

  TP-Link Systems, Inc

  Date: 08/24/2022

  Regrettably, I must confirm some of this review. There are a few things that we would like to expand further on. To start, email is not going to ever be the fastest method of support. It can take up to 1 business day between responses. Emails are handled in the order received and this includes replies. Additionally, troubleshooting steps are typically given in small batches so as to not overwhelm the customer or send large and arduous emails. For this particular case, the process from start to *** authorization was 7 calendar days. It's also worth pointing out that 2 of those days were spent getting authorization to provide an *** because the product was 2 months out of warranty. TP-Link did provide an exception and authorization. The part I must acknowledge is that we marked the product received on 8/1/22 but I was not informed about the discrepancy until 8/15. The delay in processing this *** came from the that only 1 unit was received on an *** authorization for the entire kit. Typically when only 1-unit is received we can still process the replacement, but in this case, we were able to because a 1-unit pack does not exist for this product. Between 8/1 and 8/15 the warehouse team attempted to find a solution at which point no solution was found and I was asked to get involved to correct this. The solution I found was to cancel the existing and reauthorize it so I could generate a return label, free of charge, and send it to the customer. I then authorized the *** team to send the replacement ahead of receiving the rest of the original set, even though we do not have the normal pre-authorized hold amount that is used as collateral and to ensure the defective unit(s) are received. We did this to accommodate the customer and ensure they were not without internet for any length of time. I did mention that the unit should ship on Friday 8/19. This was based on the assumption that 1. I requested it and 2. That it was already in the processing. Unfortunately, the unit did not ship until yesterday 8/23. Tracking information was sent via our warranty portal but I did promise to provide it as well which of this writing I have not obtained yet so have yet to send it. When I do receive the tracking ******* will be informed.