Complaints

This profile includes complaints for Linksys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Linksys

  121 Theory Dr Irvine, CA 92617

• 

  Linksys

  17401 Armstrong Ave. Irvine, CA 92614

• 

  Linksys

  121 Theory Irvine, CA 92617-3045

• 

  Linksys

  Linksys 120 Theory Dr Irvine, CA 92617

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Linksys Velop Mesh system in Oct 2020. This was a very expensive system and I purchased it so that I would have access through out my new home to watch TV and to monitor my property via my security cameras. The system is horrible and their customer service is even worse. You can not set it up without using the phone at the beginning. Now you can use the computer but inevitably it locks you out before your able to accomplish what needs to be done. I have spent no less then **** hours troubleshooting and trying to get all nodes to work. I have had over 185K in tools and work stolen as a result of not having access to my computer or security cameras and an additional 7 million due to not being able to have conversations with my attorney regarding my Trust that was stolen. Just a few of the incident numbers from the times they actually emailed regarding them. ******** ******** ********.160106536 ******** ******** ******** ******** ref:_00D306e4T._5002T1PCOKt:ref ******** ******** ******** ******** ********

  Business Response

  Date: 09/21/2023

  
  BBB,

  We are attempting to reach out to the customer. Case #******** has been created internally with the  technical team that they're trying to reach out the customer. We will attempt a follow up with technical team.

  Sincerely, 

  Office of the President

   

   

  Customer Answer

  Date: 09/23/2023

  They have not reached out to me. That's not good enough. No resolution. No phone call. They don't care about their customers.

  Business Response

  Date: 09/27/2023

  BBB,

   

  We have attempted to reach out to the customer on 9/26/23, customer routed the call to voice mail. We would like to know what time's and a # the customer would like a call back on. Likewise, we would need to speak to the customer personally to resolve any concerns.
  

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Linksys wifi afapter from Best Buy not even two years ago and the wifi adapter is not working. I tried to contact Linksys support to see what can we do to get the wifi adapter working again and they arent able to assist me. I paid almost $100 for this item and its stopped working within a year of me buying it from BestBuy. I need to speak to a management team member to get a resolution on this and see why is the wifi adapter not working and it was barely ever used because i dont use my desktop computer that often. My contact number is ************

  Business Response

  Date: 08/24/2023

  BBB,

  We will reach out to the customer to gather additional information regarding his concern.

  Sincerely,

  Office of the President
  

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a MR9610 about five months ago. Devices that connect on the 2.4Ghz stopped being able to connect. After troubleshooting the connection on my own without success, I contacted Linksys technical support. They determined that the device was not broadcasting on 2.4 and said it would be replaced under warranty. The tech said they can do an "advanced replacement" where they take my credit card to secure the replacement and give ****************************************** so far so good.However, the same unit was no longer available. Thus, after some waiting, they offered an inferior model as a replacement, which I declined. After several contact, they agreed to a true comparable replacement. However, this is where things got really bad.They insisted I first send the defective unit to them (despite the fact that the 5 Ghz works, and it is in use in my home). When I told them, I needed the advanced replacement, they said it was not available since the replacement unit was not the same. Then they suggested I simply plug in my device to my modem. This is obviously not a safe practice, and also assumed I only had one device. At this point, they have escalated the concern, whatever that means, but have clearly stated they are under no obligation to provide this resolution. Apparently, being reasonable is not part of Linksys standard procedures.I have told them multiple times that I would give them my credit card number to secure the advanced replacement. But they have been obstinate in denying this clearly straightforward approach.

  Business Response

  Date: 08/23/2023

  BBB,

  We have contacted customer through email. Providing the tracking number of the replacement unit and reminding about the *** prepaid label that customer needs to use once he received the replacement unit. The customer can contact us via email by replying to the emails sent.

  Sincerely,

  Office of the president.
  

  Customer Answer

  Date: 08/25/2023

   The response demonstrated a complete lack of awareness and was the laziest and most inconsiderate response. Linksys was fully responsible delivering a defective unit and then dragging their heels to provide a reasonable approach to fulfill their obligations under both express and implied warranties. They should not get a pass for the conduct on the part on their customer service organization. Truly a failure of this department. 

  Business Response

  Date: 08/28/2023

  BBB,

  An email was sent to the customer with the *** tracking number 1ZA3E2530300238027 with SO: 18728689 under case 16014773.

  Delivered On
  Thursday, August 24 at 3:44 P.M. at Front Door
  
  Delivered To
  ******, ** **
  Proof of Delivery (picture available via tracking)
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Linksys router from Amazon, which didnt function. I returned it and got a refund. I ordered the another, of the same model, from Linksys, and it didnt work, either. I just called Linksys and they cant even tell me whether theyve received the router, after spending 28 minutes on the phone. I spent hours-at-a-time, on the phone trying to get both routers to work.

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Linksys node Wi-Fi system from Best Buy. After installing system it worked great. About 3 days ago the Wi-Fi system stopped working. I had my internet checked and it works fine. I called Linksys support they attempted to help problem solve for about 2 hours no luck. That person stated they can get a free replacement system. I called back the next day to give it one more shot no luck. On again for a hour or two. That person stated I need to get a computer so I can plug the Ethernet cord in and test my internet. I dont have a computer that plugs in so he suggested I borrow one or buy one. I explained my house cameras are working and they are connected to the internet. I ask him to send a replacement, but he declined. Beware of this company.. all talk and dont back up their promises.

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blatant false advertising/fraud.The company does not indicate on their packaging that this product will NOT work will newer versions of MacOS. The box states that it is compatible with versions ***** and above implying it supports all never versions. However, upon contacting their support team due to the product not working, they informed me that the product was not supported for the more recent versions of MacOS and in fact only supports ***** to ***** (4 minor versions of MacOS from 2019). This product has been incompatible with MacOS for almost 4 years now but theres 0 indication of this on their product packaging.

  Business Response

  Date: 03/29/2023

  BBB,

   

  In order to better assist the customer, we would need the model number indicated in the customer's purchase receipt.

   

  Thank you,

   

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a week ago, Linksys performed a firmware update that resulted in non-operation of my product (Linksys Velop Intelligent Mesh Wi-Fi System 3-pack). They have tried multiple times to fix the issue, and have wasted at least 15 hours of my time. They continually promise calls back, yet it takes several phone calls and several days of waiting for a technician to call back. All attempts to fix the problem (which they have "escalated" to *************** support multiple times) have been unsuccessful. At this point, I have no additional time to waste on a product that will not be fixed. This is an expensive system (for which I paid ~$500), and Linksys obviously cannot fix the problem and provide a viable service. With that, I now demand reimbursement for this product due to its inoperability, as I will now have to purchase another system (which will not be Linksys). Customers need to be aware of Linksys' incompetent support and lack of ability to provide a working product/service. Thank you.

  Business Response

  Date: 01/25/2023

  BBB,

   

  The customer's case has been escalated to our technical support team for further review. Once completed, the team will reach out to the customer.

   

  Thank you

   

  Office of the president
  

  Customer Answer

  Date: 01/25/2023

  Linksys has already made several attempts at escalating to the technical support team.  As their product remains inoperable, I am sticking to my demand for a refund. 

  Business Response

  Date: 02/10/2023

  BBB,

   

  We have reached out to the customer to provide support with in the terms of warranty.

  The customer no longer wants to troubleshoot, as advised, we can offer technical support to determine a defective product.  A replacement of the same model if proven defective.

   

  Sincerely,

  Office of the President
  
  

  Customer Answer

  Date: 02/10/2023

  They have troubleshooted several times and product does not work.  Im done wasting my time troubleshooting with them.  I expect partial reimbursement for defective product. 

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/20/2023 we were trying to get help with our Linksys system as our wifi wasn't working and the linksysvelopapp.com (Velop is one of their products) and someone called us from a random support number (which Linksys direct support has confirmed is not their number) called us, gained remote control of my computer and told us we have to pay $299 for a one year support help to fix our problem when the entire system only costs $219 currently or we could pay $699 for 3-year support subscription (which comes free if you purchase a new set of nodes anyway.... then he said we could pay $199 to get a one time fix. We couldn't find any supporting evidence online of what he was asking us to pay since it seemed weird he opened a Note Text Box on my computer to "prove" what he was charging us for, versus normal companies being able to pull up a legitimate webpage. We asked to speak to a manager and he said we couldn't. It seems like a total scam and now they have had complete access to my computer. BEWARE OF LINKSYS SCAMS.

  Business Response

  Date: 01/25/2023

  BBB,

   

  The Customer has been escalated to our Level 2 support. We are currently reaching out to the customer to assist with the concern.

   

  Thank you

   

  Office of the president
  

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with this company for several weeks now. I have spent at least 10 hours on a chat line and phone with them. After much conversation with a number of their agents, it was agreed that I have a defective router, which is still under warranty, and should be replaced by them at no cost to me. They sent me a link to order the replacement . When I tried to order, the link said out of stock. There were no options to continue. I called them back twice . The first time they said that upper management was going to call to complete my order for the new router. No call. The second was the very same conversation. No call and no option to continue the process to replace the warranty item. It seems to me that they try to stonewall at every opportunity. Making me repeat endless tasks to try to correct the problem with the router. Once they can't deny that the warateed item should be replaced by them, they have one rabbit hole after another with no solution, and no end in sight. They would not send me a copy of the chat transcripts for all the conversations that I had with their agents . They said that they had them if needed. I did screen shot a few. I also have a recorded conversation with the last agent (with her approval) which she is telling my that the phone call to resolve the issue is forthcoming. No phone call. .BTW my warranty is up on January 20 2023. A large company like this should not be allowed to treat the public this way. After looking at reviews I realize that this is their pattern. I hope that you can help with this issue, not just for me but also for the general population. Thanks

  Business Response

  Date: 01/25/2023

  BBB,

  The Customer was able to process advance replacement online with RMA # LAR00087375 (Tracking #1Z0174E69093510960) Case is now resolved. Please refer to case # ********.

  Thank you.
  

  Office of the President
  

  Customer Answer

  Date: 01/25/2023

  Yes, It is true that Linksys has sent, and I have received, the replacement in question. After many many hours on the phone with a Linksys representative, Linksys finally conceded that my router was defective and should be replaced under warranty. Because of all the back and forth,unnecessary phone calls, many road blocks and time wasted. I am reluctant to say that this situation has been resolved. I am waiting to see the conclusion as I received the replacement yesterday at 11:00 am. The defective router was checked in at the ********** by 4pm. Linksys stated on their return form that they would put a hold on my charge account for 30 or until they received the defective unit. Upon checking my credit card they have charged me for the replacement unit. Until that charge has been removed, I am not willing to say that this dispute has ended satisfactorily. With all that said,  I am very disappointed with the customer service provided by ********************. I understand that they have to protect themselves from fraud. But they have to realize that they put loyal customers through their rigorous process. It is a shame that they feel the need for this treatment. Linksys is a good company with a good product. I will be reluctant to purchase their products in the future because to their customer service. 

  Business Response

  Date: 01/27/2023

  BBB,

   

  We understand the customer's frustration. CS will further investigate the rebundle of the customer and assure that they are contacted directly.

   

  Sincerely,

  Office of the president. ********

  Customer Answer

  Date: 01/31/2023

  Still waiting for a refund to my credit card for the warranty replacement unit that they charged me for. When that happens, the matter will be closed. Thank you

  Business Response

  Date: 02/14/2023

  BBB,

  A full authorization reversal was already processed for this customer under PO: ***********. 

  Sincerely,

  Office of the president
  

  Customer Answer

  Date: 02/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:11/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was calling to retrieve the password to my router. They told me I had a compromised ip address at my house and they were going to have to charge me $120 to fix it. Said I downloaded some **** ware and all I have is my phone I downloaded no such thing and when I said that they hung up on me SEVEN TIMES! Said if I wasnt going to pay the 120 they would keep hanging ip on me

  Business Response

  Date: 11/28/2022

  BBB,

  BBB Complaint ID#: ********, case ********. ********'s complaint is about resetting the password on her router. Already spoke with the
  customer and said that she contacted the ******************** support and everything was taken care of and also, the router's password was reset. Per customer, okay to close case.

   

  Sincerely, Office of the President.