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Customer Service Ratings and Comments

Cisco is ranked #55 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 62.40 out of a possible 200. This score rates Cisco customer service and customer support as Disappointing.

NEGATIVE Comments

4 Negative Comments out of 5 Total Comments is 80.00%.

POSITIVE Comments

1 Positive Comment out of 5 Total Comments is 20.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • Awful customer service.

    needed assistance to reset my router pw. My router was out of warranty. The tech guy said if I buy a new router, I will have warranty service. He would assist with my current and then when the new on arrives help me with that one. I place the order and when I'm reconnected with him to then get his help with my current router, we are disconnected. I call back, and the next tech refused to help me with my out of warranty router. So I told her to cancel my order for new router. She said not possible to cancel, that I'll have to refuse to accept it when UPS delivers it. UPS dropped it at my door w/o me knowing. I took it to a UPS drop off, they refused to take it since it didn't have a routing number. I called cisco; for a full refund they told me I needed a Return Authorization number. The next day I received an email from them with the RA number. I went through the directions with customer service 4 times. She insisted all I needed to do is tape the label they emailed to me with the RA number and drop it off at the UPS. I specifically asked whether this takes care of shipping -- she said yes that's all you need. UPS drop center told me I needed to pay for shipping. I was livid! Called Cisco customer service, they agreed to pay for the shipping, the label will arrive via email within 48 hours. So now I wait for the label. I'll have UPS pick up at my house. In the meantime I had a local tech come to my house to attend to our current router. And get this: our computer would not have been compatible with the router they sent me! Awful service!

    dissatisified customer 9/2/10 10:34AM

  • I've been struggling with Cisco (Linksys) support for weeks now. The bumbling support rep has done nothing to fix my issue, and I've asked numerous times to speak with a manager.

    My first contact was with someone who obviously had no clue what he was talking about and copped out when I asked tough questions. I asked to speak to a supervisor and the next thing I knew, I was told I needed a higher level of support, but, they weren't available.

    So, now I'm using email with some bonehead supposedly in their Irvine, CA office. My last email to him was twenty days ago and he's just now answered.

    I'm sorry, but, the kind of support I'm getting sucks. There's no excuse for this kind of slow, unhelpful support.

    Someone from the Cisco corporate office ought to kick some serious butt in their support area. I realize their "corporate support" (if you're a big company and have a huge data center full of Cisco crap) is probably okay - but, the support for single users, residential users and small customers is horrible.

    Shame, Shame, Shame.

    SuperTech 8/17/10 11:52AM

  • After waiting 15 minutes in line and another 10 giving information to the tech, I was told that my product was out of warranty and then the conversation went similar to the one posted by another customer. And, was given the verbatim responses. So, I also told them that they would not be receiving any fees from me...not to "address" my issue and certainly not in the form of any more purchases.

    jeliz 8/5/10 8:10PM

  • CISCO DOESN'T HONOR ITS WARRANTIES.

    The below online chat with Cisco-Linksys says everything:

    Please wait... Your number in the queue: 1
    A representative will be joining you shortly.
    Maurice (46258E) has joined this session.
    from V A to All Participants:
    Hello, I have two Cisco (WRT54G2) / Linksys (WAG54GS) routers which I want to use one of them to replace my BT Home Hub router.
    from Maurice (46258E) to All Participants:
    Hello V A! Welcome to Linksys Live Chat. How may I help you?
    from Maurice (46258E) to All Participants:
    Before we begin i need to ask you a couple of questions that will help me assist you better.
    from V A to All Participants:
    Yes
    from V A to All Participants:
    Your questions?
    from Maurice (46258E) to All Participants:
    May I know which country are you based in?
    from V A to All Participants:
    UK
    from Maurice (46258E) to All Participants:
    Can you please confirm the serial number of your linksys product?
    from V A to All Participants:
    I have two Cisco (WRT54G2) / Linksys (WAG54GS) routers which I want to use one of them to replace my BT Home Hub ADSL router.
    from V A to All Participants:
    Which router serial number do you want?
    from Maurice (46258E) to All Participants:
    Both please?
    from V A to All Participants:
    WAG54GS--[serial number 1]
    from Maurice (46258E) to All Participants:
    It is a 12-13 digit number.
    from V A to All Participants:
    [serial number]
    from V A to All Participants:
    Hello?
    from Maurice (46258E) to All Participants:
    This product is listed as being out of warranty and is no longer eligible for chat support.
    from Maurice (46258E) to All Participants:
    However, I do have a couple of support options that may be of assistance to you.
    from V A to All Participants:
    I have a another router as well.
    from Maurice (46258E) to All Participants:
    First, we have our complimentary award-winning online support tools OR I can give you the 800 number to connect with our phone support staff where they can offer you technical assistance through various fee-based support options.
    from Maurice (46258E) to All Participants:
    Which option would you prefer ?
    from V A to All Participants:
    I have another router
    from V A to All Participants:
    [serial number 2]
    from Maurice (46258E) to All Participants:
    Which option would you prefer ?
    from V A to All Participants:
    I also have a Cisco router--[serial number 2]
    from V A to All Participants:
    Hello?
    from V A to All Participants:
    Are you still helping me?
    from Maurice (46258E) to All Participants:
    We now have fee-based support programs for Out-of-Warranty products.
    from Maurice (46258E) to All Participants:
    Being a part of these new programs, Chat support is no longer available for Out of Warranty products.
    from Maurice (46258E) to All Participants:
    However, our complimentary award-winning online support tools are still available to you anytime day and night.
    from V A to All Participants:
    WILL YOU READ MY MESSAGES--I SAID I HAVE A NEW CISCO ROUTER!!!!!
    from V A to All Participants:
    PLEASE STOP THE AUTO-RESPONSE AND READ THE MESSAGES...
    from V A to All Participants:
    ARE YOU GOING TO HELP OR KEEP TRYING TO GET RID OF A CUSTOMER?
    from Maurice (46258E) to All Participants:
    I am sorry that you are not happy with this change in policy; however, we still offer a number of online support options for you.
    from V A to All Participants:
    WHO SHOULD I CONTACT TO COMPLAIN ABOUT THIS SERVICE?
    from Maurice (46258E) to All Participants:
    Please refer to our Terms and Conditions and FAQs on our website if you have any further questions about this policy change
    from V A to All Participants:
    I'VE BEEN WAITING FOR 30 MINUTES FOR HELP AND AM ONLY GETTING SOMEONE TRYING TO DODGE ANY SERVICE
    from V A to All Participants:
    WHO DO I CONTACT?
    from V A to All Participants:
    WHO DO I CONTACT TO MAKE A COMPLAINT. I DON'T NEED TO PAY FOR SERVICE FOR A PRODUCT UNDER WARRANTY.
    from Maurice (46258E) to All Participants:
    Alright! The online support tools are located at: http://www.linksysbycisco.com/UK/en/support?newsid=1224638410122
    from Maurice (46258E) to All Participants:
    The UK phone support number is 0871 200 0498. Please be aware that his number is a pay-line with a 10ppm charge.
    from V A to All Participants:
    ARE YOU TRYING TO GET RID OF A CUSTOMER?
    from V A to All Participants:
    AGAIN, ARE YOU TRYING TO GET RID OF A CUSTOMER; NOW BY NOT RESPONDING AFTER 5 MINUTES?
    from Maurice (46258E) to All Participants:
    Please choose any 2 options from above.
    from V A to All Participants:
    I'M IN THE PROCESS OF POSTING THIS EXCHANGE ON A BLOG.
    from V A to All Participants:
    PLEASE TELL ME AGAIN WHETHER YOU WANT TO GET RID OF A CUSTOMER.
    from Maurice (46258E) to All Participants:
    I am sorry i cannot help you.
    from V A to All Participants:
    CISCO WILL NOW KNOW WHAT OUTSOURCING MEANS!
    from V A to All Participants:
    SHOULD I REMIND YOU I HAVE A PRODUCT UNDER WARRANTY?
    from Maurice (46258E) to All Participants:
    I am sorry but please choose between the 2 options above.
    from V A to All Participants:
    I CHOOSE SERVICE. ARE YOU GOING TO PROVIDE IT?
    from Maurice (46258E) to All Participants:
    As mentioned before We now have fee-based support programs for Out-of-Warranty products.
    from Maurice (46258E) to All Participants:
    Being a part of these new programs, Chat support is no longer available for Out of Warranty products.
    from V A to All Participants:
    OR KEEP TRYING TO GET RID OF A CUSTOMER TO A FEE SERVICE?
    from Maurice (46258E) to All Participants:
    I am sorry that you are not happy with this change in policy; however, we still offer a number of online support options for you. Please refer to our Terms and Conditions and FAQs on our website if you have any further questions about this policy change”
    from V A to All Participants:
    I BOUGHT MY SECOND ROUTER NEW FROM A SHOP TWO MONTHS AGO. IT'S STILL UNDER WARRANTY.
    from V A to All Participants:
    ARE YOU GOING TO HELP OR KEEP TRYING TO GET RID OF A PAYING CUSTOMER?
    from V A to All Participants:
    iT'S BEEN 5 MINUTES. ARE YOU GOING TO HELP?
    from Maurice (46258E) to All Participants:
    I am sorry no.
    from V A to All Participants:
    WHAT ELSE WOULD YOU LIKE TO POST ON THE BLOG?
    from V A to All Participants:
    YOU ARE NOW ADDRESSING THE READERS.
    from V A to All Participants:
    AND CISCO'S MANAGEMENT.
    from V A to All Participants:
    IT'S BEEN 5 MORE MINUTES SINCE MY LAST MESSAGE. WHAT ELSE WOULD YOU LIKE TO TELL OTHER PROSPECTIVE CISCO PRODUCTS BUYERS OTHER THAN THAT YOU WON'T HELP THEM?
    from V A to All Participants:
    HELLO "MAURICE", DO YOU HAVE ANY MORE COMMENTS YOU WOULD LIKE TO CONVEY? MAY I HELP YOU?

    Anonymous 5/29/10 1:48PM

  • Submit your comment >>
  • actually all like all our other electronic devices, these linksys routers too has it's own warranty period. So if your device is already outside of it, that's the time they will ask for a fee based support. But as far as the product wise linksys routers are more reliable compare to other networking gadgets out there. For customer service, i don't think all the tech's or service reps are like that. they're just humans too.. So if you think at first call that the person you're talking with is an idiot, then just hang up the phone and then call again. It is very impossible to be connected to 1 tech or customer service rep every time you call.. :) i love my linksys by cisco E3000 by the way...the best router i ever had!

    mike18421 8/17/10 8:39PM



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