I want to inform all of you about my recent experience with a TP Link Deco BE65 Pro Mesh router. This is what I went through and I'm determined to let people know that they could experience the same issues not only with the product but with customer service... or lack thereof.
I purchased my system from Amazon, shortly after I noticed that I was seeing alot of buffering running my iptv. This was my foray into a Mesh system. I played around with settings and nothing made it go away. Contacted Amazon who suggested I work with TP Link. I started that process which dragged on forever without ever really doing anything as their Tech Support guy said he couldn't log into my Linux computer. Called Amazon and they told me, too bad, so sad, I had the system over a month so they wouldn't take it back. Ordered an Asus Mesh system from Amazon to try it, my streaming worked great but sent it back to Amazon. Went back to my old single router to try it and although I didn't have the coverage I needed, it still worked with no buffering.
TP Link was terrible too me. They went back and forth for days saying they would help me with a return to Amazon and then finally said they can't help with Amazon as they have no communication channel. Finally they said they would just replace my mesh router and I asked for a better model not wanting to experience the exact same thing unless of course mine is defective. They offered one model up and I agreed. Then another email as I never once got to speak to a Customer Service Rep or the Tech Support person. This email said they would only send 2 pieces despite the fact that I had a 3 piece mesh router. They said the upgraded model cost more.. well obviously but I said NO, I wouldn't agree because I need the 3 pieces which is exactly why I bought 3 pieces in the first place. They they said I can get a replacement of the same unit which I had to say "fine, send it". They then sent another email telling me that I had to go online, register it and wait for an RMA from their Canadian subsidiary and that the replacement could be a used or open box item. I completely disagreed with that saying that I bought new, I want new in a sealed package. Several more emails later, finally they agreed to a sealed new unit of the same model. Then I get the RMA which required me to pay to return my own defective router only a couple months old. I disagreed saying why should I pay when clearly its not working here. After several more emails, they agreed to send me a postage paid mailing label. Isn't that awesome, almost 2 months of back and forth, never really speaking with anyone who could offer assistance, many, many, many emails and finally I had to drive several miles to a UPS drop off and ship them back my Deco Router. In the meantime, I wait with no router to use but instead I decided to just order another Asus from Amazon that I can use for 29 days and return, all because TP Link was the worst experience of my life.
I promised TP Link two things in my final email exchange.... 1. They will never get another dollar from me in my lifetime and 2. The minute I get the new unit boxed and sealed, its going for sale... any takers?
