Cisco Customer Service Complaints - page 3

Despite their site quite clearly reporting our product is under warranty until Nov 30, 2016 they are refusing to honour it or explain why they will not honour it aside from our computer says so. Support would not answer any questions and when asked to escalate the call they did so and the first person immediately closed the ticket.

After having a severity one case open for a couple of days to allow for diagnosis of a network outage we keep having due to traffic storms on our Cisco 2960 stack switches, they lowered it to a sev 3. I have given them tons of good information in this case; even came late to the office just so I can work with the assigned engineer who initially took my case and have stopped hearing from them completely. It's not that they're engineers aren't qualified, it's just that Cisco's SLA's now don't mean a thing to Cisco's customers. FAIL Support CISCO!!!

I just bought the Linksys E2500 wireless router two weeks ago at walmart. It works with wired computer and does connect to my wireless devices and smart phones with guest key. However, none of the wireless device can access the internet.

I called customer service was connected to two customer service people(one named Janis the other Aldy. Aldy was second call after Janis hung up because I could not understand her very broken English. After 25 minutes on my cell phone, this after Aldy collected the same information Janis did, she connected me to Tech named April who also spoke badly broken English. I waited 15 minutes more to speak with April who tried to take me though set. I told her I had set Router correctly because I can get signal and internet using wire(RJ45) but all wireless device cannot access internet even though signal shows connected.
I told her it was a filtering problem.

I ask to speak to 2nd level tech she refused. I ask to speak with American tech, again refused.

God Bless America, to bad our companies are selling out our citizens for a cheaper less efficient customer service provider.

Need

Probably the worst customer support EVER!
To be sworn at by their employee is probably the worst part through our conversation.
Not to mention his manner and how unprofessional skills.

Got a support contract for an enterprise firewall, but the license would not apply. Cisco support would not talk to me about resolving since I did not have a support contract established.

Can't wait till something better comes along to dump them (out of spite)

I spoke to a customer service representative today and I had a very hard time understanding him. His english was broken. After spending 15 minutes with him on the phone, he told me to have a nice day and hung up on me. I called back and asked who I was speaking with. He said a support engineer. I asked for his name and he said "support engineer" After the third time I asked him his name, he told me it was Kevin. I asked Kevin to please allow me to speak with management and he told me that he could help me. I told him that he could not because this is not a technical issue. After going back and forth a few times, Kevin then told me that he was the supervisor of support engineer. (his title changed suddenly) I told him the problem and he asked for a name. I did not get a name. He kept playing cat and mouse with me because he was unwilling to connect me to his superiors. He told me that he knew what went on in my first call, when I was hung up on. I asked for the mans name and he would not tell me. After asking several times he said that all he knew was the extension I spoke to was "306" He told me that he had to end the call because it was not a technical issue AND that it was being recorded. He hung up. All that I wanted was to speak to someone at a senior level and I get lied to and jerked around. Who do I file a complaint to??

Cisco service is terrible, no one speaks English fluently nor will they return calls as promised. I purchased a new router Model EA3500 only to have it become impossible to use with a new modem. No amount of assistance was sufficient to make it function. This is the second and last problem ridden Cisco product that I will ever buy. I only hope that I am able to get a refund for this poorly supported product.

Telepresence support was fantastic under tandberg. I could talk to somebody who knew what I was asking about. Now if it is more than the ON/OFF switch tech support doesn't even know what the product is let alone how to help. I can type info in on line and read answers I need someone who knows what I am talking about. The new licensing is ridiculous to get through heaven forbid I am trying to fix a codec that is not licensed to me........

On 1-13-13 I purchased a E2500 cisco router from Sams Club Greenville N C it was 79.87 plus tax, I took it back to Sams today Sept 21 as I has quit working. they told me to call Cisco which I have but can not get to talk to a real live person, and as I read other people comments on this page I dought that any body at Cisco cares about customer service. I need my router as this is the second one that has gone bad let me here from you.

Have a Cisco Spam Blocker - lets just say they really don't care for their customers any longer. I remember when this product was with IronPort and it rocked, support rocked - everything rocked. Sucks that Cisco is making me no longer want it.

Bought new Cisco Router and unable to connect as like other routers. So the customer service person is rude and trying to get all my personal information. Why should they need all these things for just fixing the router. Later he did navigate to different screens and showing as my computer is in critical and need to take a setup it takes 45 minutes. I was using DLink for seven years and never had any issues on my computer. This is really worst. Not sure how does Cisco is supporting this environment. I recorded the entire conversation and it was rude.

I am happy to read I am not the only one. Called support line and waited about 20 minutes. Every 2 minutes automated woman kept apologizing for wait. Finally she sai I could press a key and leave a message. When I pressed it, the line was disconnected. Si, I called back. This time chose not to press it, 60 minutes later I gave up and chose to press any key and it hung up. Now I go online for customer support and even the web page needs updating. No information here either. I wish I did some research before purchasing this router. Cisco Sucks!!

I am not very satisfied with the customer service, I got just recently. I purchased a E1000 wireless router and lost the password. My call to the CS agent seem to me to be more about getting addition income for the company rather than providing a service. Please be aware that Excellent CS will always provide you with return customers and those customers will always bring you new ones...I am a dissatisfied customer

We purchased license to upgrade router. We put in a typo on the serial number. We asked for the serial number to be corrected. They said they cannot do it. Asked to speak to supervisor - 3 to 5 DAYS for a response. None of this is acceptable. Bad Cisco, BAD!

3 weeks later several dozen phone calls and still cannot login with my cisco id. funny part is i need this to represent cisco but now all management is wondering if it was a bad idea to work with cisco. Bunch of f-ing idiots. were going to someone else after all this. CTO just tried to get thru and said thats it with cisco...finally

Just bought our first CISCO device and probably our last, we are a 120 person Engineering firm. Our Main firewall was EOL and no longer supported so figured lets try the big boys out. Was very pleased with the third party sales place and their tech who cam eon site and setup plus did migration from old device. Then after a couple days noticed a couple issues with the VPN client and writing this now after my 5hr and 11 min tech call with Cisco. First called in with existing case (existing from night before when tech could not get their WebEx working and I was too frustrated to continue) then called in first thing this morning and asked for next available tech - told would be 60 min to re-assign the case, was not happy but said fine. About an hour later a tech picks up call I explain what is about and he says in his dept they do not handle vpn calls (it was an existing case, had what it was about on the ticket, WHY, why could not a computer company look up or properly queue a call) so then he puts me into the actual queue I needed to start with so half hour later. Tech finally picks up and almost immediately starts with the dead air without warning Then tech actually made it all worse before it got better and for no apparent reason. Went from a few issues to then client would not install, could not connect lost email, told had to use an IP range which would not even work on our network. Also the total demeanor and how the call was handled was unprofessional, the line would got totally dead with no warning, when I wanted to say something was dead air and had to repeat over and over or say Hello hello to get a response. The tech said he had to mute the call when typing. really. Cisco cannot afford headset for their techs? Also could not be true or just being mute he would at least ave heard me or maybe did and just ignored until I repeated 3 times, just for a laugh. I think the overall call should have taken no more than 45min or maybe at most an hour if that. Really bad handling, working with clients and job knowledge.
Kevin

I have a Cisco small business unmanaged gigabit switch. I spent 45 minutes on the phone with them yesterday, only to find out that the person could not help me and wanted me to call another division. So I did. My switch has a lifetime warranty, so after 20 minutes of setting up an account (so that they could help me) the tech informs me that they need to do some remote tests on my $70 switch before they can authorize a replacement. But I tell them the switch is not working properly, and it is doubtful they will even be able to connect via a remote session. So they want me to reconfigure my network and get ahold of thm in the morning for another attempt. I just get off the phone with tech support again, who informs me that there are no "engineers" available to help me get a replacement, and that they will call me back at some undetermined time in the future. Who in the hell is running this place?? Cisco is a multi-million dollar company, and I have spent over 90 minutes on the phone trying to get a $70 switch replaced. Unfriggin believable. How do companies like this ever stay in business. I have been in IT for over 20 years and this has got to be one of the poorest experiences I have ever had with a company. You guys should be ashamed of yourselves.

I bought a Cisco Linksys EA3500 (N750) about 2 weeks back, set everything up and left it alone. Today I attempted to make some minor changes and find I am unable to login to the router, I click local access, input my password, click login and nothing happens. So I call up Cisco technical support and the first thing they do is try to sell me an extended support package for $19. I inform the rep that I am a network admin and have extensive knowledge of networking, the rep continued to not listen to what I was saying, it got to the point where we discovered that the router admin is only accessible when the modem is disconnected from the WAN port, which I believe is unacceptable, having to disconnect the multiple devices that operate on my network to make minor changes. I made my feelings clear about this and the rep became very condescending saying "it's just disconnecting one cable"; I told her I didn't appreciate her tone and hung up, totally unacceptable customer service!

Cisco refuses to support it products.
Saying they consider a call a "sales opportunity" is an understatement.
I considered it an extortion attempt.

I was having trouble with a wireless router I bought from Cisco. I called customer service for help and they are so frustrating to deal with! I followed all the instructions and, at times, she talked to me like she was annoyed. She, too, gave me the silent treatment. I recorded the conversation and will upload it on youtube! At one point, she told me to focus even though I was doing everything she asked.
She eventually concluded my computer is defective...even though I could connect anywhere anytime and that I need a new computer.

I sooo badly wanted to speak to an American whose first language is English. It is so frustrating to speak to someone overseas. I know labor is cheaper but they are horrible to deal with.

cisco is terrible. I have a cisco router which wasn't working properly with my MAC, called cisco and the rep told me I would have to pay before she would give me the information to fix the problem. Bunch of idiots, now all I'm going to do is throw that router in the trash and purchase a mac router. Customer service is terrible and their customer policy sucks. I will never purchase another product from cisco. So irritating calling cisco, in this day, there are still companies that suck at customer retention and service.

I called on 2/18/13 to see if I could get some help with a router issue. The person who answered immediately started getting personal information about me- my name, address, email address, etc. I regret giving any of it to him, especially since when his AWFUL customer service behavior became apparent, he refused to give me anything besides a first name, which appeared to be invented. During the course of the phone conversation, he directed me to do many things on my computer. I followed all his instructions, but sometimes it was hard, because either his accent made it difficult to understand him, or (most of the time) his instructions were ambiguous and difficult to follow. He kept directing me to bring up screens that I had never seen before, and then to click on things, e.g words, when there were words, boxes, shapes, etc. all over the page, sometimes even the same words, and it was difficult to know which words he wanted me to click on. Sometimes when I did exactly what he asked me to, but reported to him that nothing was happening, he actually became angry with me, as if it was my fault. He was obviously extremely irritated by the whole process, even though I was following his instructions as quickly and as well as I possibly could. He was annoyed when I had to ask him to repeat something, when it was his own accent that was making it hard to understand. At times he actually gave me the "silent treatment" and stopped talking, because he was so irritated that on my end, things were not successfully being resolved, even though I was following his instructions as best I could. Really, this was not a case of me being a tech-ignoramus; this was a case of him not being able to see my screen and CLEARLY not enjoying his job. I refrained from expressing my astonishment at his rudeness because I really wanted to get the problem resolved. Finally, after about 30 minutes of trying to work with this unbelievably rude and condescending person, I just connected the modem to the computer and got an internet connection that way, feeling like there was no way that I could endure this verbal abuse any more. I asked him why on earth he would go into a job in Customer Service when he clearly hated working with people. As dumb as this sounds, I was so upset that I got tears in my eyes and told him he was very rude and that I could not tolerate it any more. His first name was supposedly "Emerson" (hard to believe because he had such a thick foreign accent) and he refused to give me his last name, although he certainly got mine! I was so upset after having to be on the receiving end of his condescending and extremely impolite behavior for so long. I hung up very upset. I don't want to call and complain about him because the whole experience was so upsetting. I paid someone $50 to come to my home and fix the router; he did it in 5 minutes. This guy was the worst Customer Service person I have ever spoken with in my entire life.

What a terrible tech support team. Have owned five linksys routers, they are great unless you need tech support. They don't mind spending your time trouble shooting a device. They just keep kicking you to someone else, who can't fix it either. Only half way through my warranty but I will just throw the thing away at this point and buy a competitor's brand then spend any more time troubleshooting.

I just got off the phone with Cisco, only about 30 minutes for no resolution. We upgraded our Maintenance on 12/29/12 and as far as Cisco is concerned, they are still NOT covered. Trying to get an update (10 to 50 user) for a clients ASA devices, and no help. They continually forward the call to someone else who cannot help or needs to forward again. At this rate, we will probabley purchase new, NOT CISCO, equipment to get done what they have not ben able to do in over three months.

I just want to make this very clear. Your phone customer support/service is extremely poor. After the way I was treated it is clear you do not care about or value your customers at all nor do you stand behind your products. Let me explained what happened. I have a Cisco E1000 wireless router on the second level of my home in my office and I have a wireless desktop on the main floor of the house as well as many wireless devices such as smartphones, tablets and laptops. On the main floor of my home my desktop has a PCI wireless adapter and I noticed the signal was poor and speeds were horrible (1-2 bars and download speeds of only 0.5-1Mbps, my average is 20Mbps on my desktop upstairs wired via ethernet cable). Originally I thought it was the PCI adapter in my desktop downstairs. So I ended up buying a different PCI wireless adapter and results were the same. Next I tried a USB wireless adapter (Cisco AE2500-CA) and the results were the same. At this point I came to the conclusion the signal from the router was too weak. So I ended up buying the Cisco RE1000 Range Extender. On your website you list that it is compatible for Windows 8. When I put the CD in it clearly says "not compatible with your operating system." So I downloaded the install file from your website thining it was newer but received the same error. When I called tech support I was told there will be an update coming out soon that will work with Windows 8. I found out from ANOTHER company how to get the setup compatible with Windows 8. You guys should be embarrassed that another company found the solution to YOUR problems that YOUR tech advisers couldn't figure out. So now that the setup was up and running it could not find the range extender wirelessly. The Range extender was only 7 feet from my wireless desktop and about 12 feet from the wireless router. I got a message saying "make sure the extender is plugged in" "make sure its in range" ect ect. which it all was. So at this point I call your so called "Tech support" again. I was told I had to manually configure it wired via ethernet. This was not listed as an option on the setup menu which would have saved me waiting 10 minutes on hold calling your lousy outsourced tech support. So once the range adapter was installed finally I noticed there was no improvement in signal or speed. I tried moving the range extender to different parts of the house with no improvement. I was told there must be something wrong with my desktop wireless adapter. Well if this was the case then there must be something wrong with my smartphones, tablets and laptops as well because they all show poor signal and speeds. However when I bring any of my wireless devices near my wireless router the signal is great and speeds are normal. So with this so called "range extender" of yours why don't I get the same or similar signals/speeds downstairs. And do you know what I was told? "Because the other wireless devices are not a associated with Cisco/Linksys we cannot help you". This is the worst answer in history I've ever heard from any tech support. You've basically "told me too bad this is your problem" and not accepting any fault on a poor product nor helping in any way to try and resolve this problem. I can clearly say with the way I was treated and the responses from your staff I will never buy another Cisco/Linksys product again.




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