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:03/12/2024

  Type:Product 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.

  On March 09, I contact Linksys to cancel an order for a internet router. I spoke with a supervisor, ***** at their call center who confirmed that the order would be cancelled and that my credit card would not be charged. I received and email on March 10 telling me that the router was being shipped and my credit card had been charged $118.71. I contacted them on 03/11 and asked why the order had not been cancelled according to their supervisor. They could not give me an explanation. I asked for a refund. They told me that they could not give me a refund, even though it was their fault until they got the router back and that even then, it may take up to 30 days to process the refund after receiving the router. I argued that it was their fault and asked numerous time to have a supervisor contact me. They have not returned my calls or sent me a return label. I cant get my money back until they get the router and I cant send the router without a return label. I keep being told that they will have a label sent out in 24 hours but it has not shown up yet. I want a refund put back on my credit card and do not want to wait any longer since they should have never charged my credit card in the first place.

  Business Response

  Date: 03/20/2024

  Providing an update regarding the recent refund request from one customer *********************************. Upon contacting Linksys to cancel their order, the customer was informed about our standard return and refund policy, which allows for such requests. Unfortunately, by the time they reached out, the order had already been allocated and prepared for shipment. Nevertheless, we were able to accommodate their request, although it required waiting until the unit was returned to us. Typically, refunds are processed within four weeks of receiving the refund request. We have already notified the customer via email that the reversal has been processed and advised them to expect the refunded amount to reflect in their bank account shortly.

  Customer Answer

  Date: 03/20/2024

  Linksys said that they had cancelled my order and my credit card would not be charged.  It was, in fact charged and I received an email that the router was sent out by mail.  When I contacted them to find out why my card was cancelled, they could not give me a reason.  I asked them for an instant refund due to the fact that they had no done what they said they were going to do.  They told me that they could not do that until the router was returned.  They wanted me to reject the mailing which I told them I would not do because then I would have no proof that I sent it back and then would run the risk that it would sit some place in a warehouse and I would not receive any refund.  I asked for a return label for two days (multiple phone calls) and asked what was taking so long.  They still had notes in their system that I was rejecting the delivery.  They finally sent me a return label.  I asked them to refund my money since they could track the return.  The router show delivered back to Linksys on Monday morning, March 18th.  I still have not received a refund. 

  You cannot call any customer service number because they do not have a customer service number.  You are routed to Technical Support who in turn has to contact **************** so you have no way to speak to anyone that can make a decision or call you back per your request.  I have recevied numerous promises of call backs from a supervisor and that my claim has been escalated but cannot get any where with this company.  I call, I get the call center.  The call center says that it has been moved to **************** and they will call me within 24 houses.  **************** never calls me back.  I call back the next day and they tell me exactly the same thing.  Nothing gets resolved.  No one calls back.  I have not received a refund.

  Business Response

  Date: 03/26/2024

  We would to inform you that a refund has been successfully processed for customer, ********************************* and notifcation was sent via email on March 19, 2024. Additionally, our customer service team reached out with a callback on March 20 to ensure that customer was promptly informed of this update. Please be advised that the timing of the refund crediting is subject to their bank's processing times.

  Customer Answer

  Date: 04/10/2024

  
  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:02/26/2024

  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 bought a Linksys Wi-Fi dual band router from ******** The model of the unit is E5400. On the box in big bold letters it states speed ac1200. In small print under specifications it states Wi-Fi 5 up to 867 Mbps for 5 GHz WiFi 4 up to 300Mbps for 2.4Ghz. I chatted with them and then they called me as after having internet provider out to check Im only getting 90Mbps. They informed me that this router is only capable of 100Mbps. Thats not what they state in writing on the box. They need to provide me with a unit capable of the stated performance at no charge.

  Business Response

  Date: 02/28/2024

  Linksys contacted the customer, ***********************, to clarify that the specifications mentioned on the box pertain to the ** wireless standard. A device supporting Wi-Fi 5 will achieve a network speed in line with the ** wireless standard. In terms of hardware, the E5400 features one 10/100 Mbps internet port and four 10/100 Mbps Ethernet ports. Additional information can be found on our support page: ************************************************************************

  As there were no identified product issues, the customer was advised to contact the store where the product was purchased for an exchange. In an effort to assist, a 15% discount code was offered but was declined by the customer.

  Customer Answer

  Date: 02/29/2024

  no where on the box or in the instruction manual does it state that the unit is only capable of 10/100 Mbps. As the box states Wi-Fi 5 is capable of over 800 Mbps. The company needs to provide a unit capable of the speed that they are advertising 

  Business Response

  Date: 03/05/2024

  We would like to share that we offered to replace the E5400 with a different model that has a gigabit internet port. The customer accepted to receive the ****** as the replacement model. We already sent the instructions on how to go about the replacement process and we are waiting for the customer to return the ***** in order for us to ship the replacement model. A prepaid label was also provided to return the product. 

  Customer Answer

  Date: 03/10/2024

  
  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:01/25/2024

  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.

  Originally purchased ($1,000) a 3 node linksys high end WiFi system. Was having connection issues even though product was supposed to cover **** square feet. So I decided to add to additional nodes ($500). Connection issues continued to get worse. I started working with support about a month ago. They had me reset the system, change setting multiple times and they also remoted in to my computer to reset the system themselves. Ive spoken with with numerous amounts of times for usually 4 to 5 hours at a time. We exhausted all troubleshooting efforts and level 2 support sent a request to upper management to replace or refund the purchase. Ive been waiting nearly 2 weeks to receive a call back from management for a resolution. *** followed back up multiple times and they refuse to give me a timeline of when the resolution will be made. Keep in mind this is after nearly 30 to 40 hours of talking on the phone with support. Ive given them every opportunity to rectify the situation and Ive been as patient as possible. We rely heavily on WiFi and internet. Thats why I went for a high end solution that could support my fiber optic connection from ATT. I work from home and it has impacted my work greatly. Our phones constantly disconnect from WiFi along with computers and other devices that use WiFi. I have to reset the system numerous times a week and constantly reconnect devices. My daughters have issues getting their school work done because constant issues with the WiFi. And as time goes on the problem only continues to get worse. The amount of time *** spent on troubleshooting with support and not getting anywhere is the worst part about this.

  Business Response

  Date: 02/05/2024

  Dear BBB,

  Linksys has reached out to *************************, and we are currently engaged in communication with them to identify and implement a suitable solution for the issue reported. Linksys has offered to replace 1 defective unit, but the customer does not want a 1 unit replacement only. We have an ongoing correspondence with the customer and are actively working on providing an alternative solution.

  Customer Answer

  Date: 02/05/2024

  They offered me a solution to replace one node after weeks of troubleshooting and determining that the issue is with the entire WiFi system as my connection will get dropped on different ends of the house. *** lost track how long Ive been waiting.Im constantly being disconnected from the network. Its taken so much effort on my part to get the company to listen to me. *** reached out to them on X Ive tried calling their parent company (belkin) meanwhile Im the one who paid $1500 to have great WiFi and instead I sit around for days wondering if they are going to respond. Ive attached an email that I received from them today. In the email it does not specify if they are planning to replace the entire system. The way the email reads it seems like they are offering 2 nodes. I have a 5 node system. Im very skeptical to go through the process of an exchange after Ive been dealing with technical support for over a month. They have apparently discontinued this product which leads me to believe they have had nothing but issues with this model. I would prefer to either have a newer updated model that is equivalent to the one I originally purchased or have my money refunded. However I will accept them replacing all the nodes with the same model if thats the best they can offer. But I would like to keep the case open because my fear is that Im going to just end up in the same situation. They have not yet confirmed with me the sulotion or timeframes. I work from home and rely on WiFi for my business and my daughters also have online schooling. Linksys is supposed to call me tomorrow but have failed to follow up on multiple ocasions. Ive also attached a DMs to linksys cares which will show you how long Ive been waiting for a response. These DMs were sent after waiting for a week for a response. So it took them an additional 8 to 9 days days to respond after the DMs. 

  Business Response

  Date: 02/07/2024

  The Linksys technical escalation team has expressed a willingness to conduct further troubleshooting to identify the root cause of the product issue with the MX8500, enabling us to provide a suitable solution. Unfortunately, Linksys is currently unable to assess the product's condition and determine the cause of the random connection drops. Despite our attempts to reach out to the customer today, we were unsuccessful in establishing contact over the phone.
  
  However, Linksys has authorized the replacement of all affected units. The customer is eligible to start the replacement process and has confirmed their willingness via email.
  
  If you need more information or clarification, please let us know. 
  
  

• Initial Complaint

  Date:01/19/2024

  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.

  Linksys case number is ********. I have been using MX8500 wifi products from Linksys and for the second time in less than a year, one has failed. Last time they moved quickly to replace it. This time, they are not. I received an email from them instructing me on how to reset the equipment. I have done 3 power resets, and also done a total reset of the equipment to include removing it from the network, resetting to factory settings and then bringing it back on line and without any success. It worked in place for months with no issue but failed a week ago. They appear to be blaming me for the failure of their equipment. I have never moved it or changed the environment it sits in and it did work with out any issue at all since I purchased it last May 2023 from them direct.

  Business Response

  Date: 02/08/2024

   
  
  We are, however, happy to report that we contacted the consumer, Mr. ************************* and he accepted our product replacement offer to replace his existing product MX8501 with MR7500 under RMA number ******** and case number 03309766.  An email was likewise sent on February 2nd to ************** providing the return instructions.
  
   
  
  Additionally, ************** also filed a similar complaint to the ********** ************************ Public Inquiry Unit and we received the letter on February 2nd. We will be providing their office the same response.
  
   
  
  Please let me know if there is anything else needed from our side with regards to this case.
  
   
  
  Thank you.
  
   
  
  Puree Koneta
  Manager, Customer Advocacy Operations
  

  
  

  Customer Answer

  Date: 02/08/2024

  After further reviewing the suggested replacement, MR7500, I have rejected it. It is not a replacement node for the MX **** that ceased operating but is rather nothing more than a router that must operate as the parent, not a node to replace the one that failed.  It is wholly inadequate for my needs. 

  Business Response

  Date: 02/16/2024

  Linksys have reached out to the customer to inform him that the replacement for the MX8501 is currently out of stock and has offered a viable alternative, which is the MX8502 replacement. We have also sent him the options on how to proceed with the replacement and is currently waiting for his response on this. 
  
  

  Customer Answer

  Date: 02/22/2024

  The business wants me to ship, at my cost, the failed product as ***** one that works perfectly well because they refuse to provide only a single product.  I was not informed by them of this until after submitting acceptance. I have since rejected the offer and will not be paying to ship anything to them. Their product failed, and now they want me to pay to return it back to them and one more that works just fine, not happening. Not after two attempts to replace with inferior products earlier. 

• Initial Complaint

  Date:10/29/2023

  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 bought the Linksys MR7500 on Thanksgiving 2021 for $268 (with tax) when its price was $550 and it was a good deal.In July of 2022, the router failed. It cannot be restarted only. If restarted, won't connect to the Internet and it failed. It has to be reset (reconfigure SSID names and passwords). It was well within warranty of 1 year.It happened more than 5 times until Sep 2023 and I think Linksys must refund or exchange with another router (not the same MR7500). I also saw in their website that they have 3-year warranty for their routers and is shown in the MR7500 webpage. I do not trust this model. I might get a replacement that is more of a problem than what I have now.In a series of emails, they gave me 35% discount for next router purchase and I am hoping they will exchange it with the MX-****. This model's price minus 35% will be $260 only.I am asking them when the expected replacement date is. They never replied after 3 emails.I told them that if the replacement will not be within next month, please refund.A store credit is ok also and they also give the 35% discount they promised.

• Initial Complaint

  Date:10/16/2023

  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.

  Purchased a Linksys Mesh Network on 08/03/2023 and the device started encountering technical issues. When a device(s) is connected via ethernet to the Linksys parent node the nodes will be unable to broadcast a 2.4GHz/5GHz Wi-Fi signal and devices on the Wi-Fi will start disconnecting from the network.I have been on multiple calls and have spent well over 10 hours speaking with Linksys support and they are not able to provide me with a resolution. I believe they are trying to find a reason to blame my home setup for the technical issue because the first red flag was when they stated the issue is due to my internet speed, without even knowing my internet speed.At this moment, they Linksys parent node will not power on anymore and Linksys still refuses to warranty the product. They expect me to continue troubleshooting the device with them and find ways to not repair or replace the Linksys Mesh System.

  Business Response

  Date: 10/17/2023

  BBB,
  
  After reviewing the customer, ******************** case# ********.  We are waiting for the customer to provide the serial # of the unit to proceed with the *** replacement.

   

   

• 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.