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:03/30/2023

  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.
  

• Initial Complaint

  Date:08/29/2022

  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 purchased Linksys Atlas 6E Max *** pack mesh router noted on October 10, 2021 and been constantly having issues with network speeds and connections.I've contacted support multiple times for various issues, but one of the main issues that seems not ever to be addressed is the routers sending invalid IP's to random devices. this occurs often and only fix since the issue started back in 2021 is to reboot the router. i've recently been trying to get in touch with linksys to get this resolved as this is not a solution, but a temporary bandaid. I've ***ed every step with their support and there has not been a way to fix their defective product. I've done as i was instructed over the phone for hours and on their live chat. but none of their fixes work. I've had to order a 2nd 3 pack of these routers to get coverage through my ****sq ft house even through a 3 pack is stated to cover up to **** sq ft. support keeps hiding the issue by telling me to reboot or change a setting that requires me to reboot which temporarily stops the issue for a few days before coming back.

  Business Response

  Date: 09/06/2022

  BBB,

  The customer is currently working with us under case ********. We have escalated his concerns to engineers for them to better analyze the problem. Looking forward to a resolution.
  

  Sincerely,

  Office of the president
  

   

  Customer Answer

  Date: 09/18/2022

  This issue has not been resolved as Linksys keeps coming back saying that their engineers are looking into it.   I had a scheduled call last Friday with their engineer but it ended up no happening as their engineer is still looking into it.  This is causing safety issues as my security system connects via WiFi and with Linksys products not provided a solid connection with the bug that has been in their product since inception. It is unsafe to utilize their products in the modern day where everything including glucose distribution units rely on a wifi connection.  Please reopen my case as linksys is giving me the run around. 

• Initial Complaint

  Date:06/20/2022

  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.

  Hi, ******* I purchased a set of 3 Linksys Velop nodes a while back. I had 2 connected in my house and it worked fine. I recently moved to a larger house and connected all 3 but the connection was slow and weak. So, I purchased another 3 nodes and the connection continued to be weak. I reset all nodes and set it up like new. But, it still didn't work. Some nodes kept going offline and some nodes were orange (weak connection).I figured out that the daisy chain of the nodes wasn't good. Meaning, that the further node connects to the router instead of the closer node. For example, #3 connected to #1 and then #2 to #3 instead of #2 to #1 and # to #2 and so on...I found a troubleshooting article on the Linksys website and followed that. It took 2 hours to complete! I had to reset and redo everything.But, The issue persisted. So I contacted tech support and they made me redo the same thing again. And again, The issue persisted so I contacted them through the chat and redid it all again (it took like 2-3 hours!) with a minor change in the settings. But the issue persists.I called tech support again by phone and requested a different resolution instead of just troubleshooting but all they want to do is troubleshoot which takes hours upon hours which I don't have...I need them to replace these nodes with a different system that works or take these back and refund me so I can buy a different system.

  Business Response

  Date: 06/24/2022

  BBB,  

  The customer is currently working with out internal technical support team and customer service to address his concerns.

  Thank you.

   

  Sincerely,

  Office of the President

• Initial Complaint

  Date:05/16/2022

  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 bought a Linksys Velop system, it was extremely slow getting 1/10 of my speed, i have a 1 GBPS internet and i was getting 95 mbps. Called in to get assistance, went from a somewhat working system to not working at all. Spent 4.5 hours with them trying to resolve this, ended with them breaking everything and speaking to 2 different agents. Tried to speak to a supervisor/ manager none available, one had become available but then not available any more. Specifically asked the agent to transfer me to a supervisor once they were available WHILE assisting me. Now I don't have internet in my house and I have to be 24/48 hours without internet. Absolutely abysmal service. How do we take these people to court? clearly there are enough complaints here to make a case on their poor products and dirt poor service.

  Business Response

  Date: 05/18/2022

  BBB,

  Upon checking, the customer was able to speak to the supervisor and performed the ** below. No further action taken as the item is now working online. 

   

  Sincerely, Office of the President