Saturday, April 14, 2007

LinkSys WRT54G3G-ST Support Issues

LinkSys WRT54G3G-ST And Sprint (lack of) Support

This isn't a very fun blog entry to write :(

We are writing about a current support problem with the LinkSys WRT54G3G-ST that is brewing.

We run the LinkSys Mobile 3G Support Forums at EVDOforums.com and we also sell a bunch of these routers at 3Gstore.com. We have been very happy and our customers have too. BUT, there have been a few issues with a few of the routers, such as, power adapter not working, known good card not getting power in router, and maybe a couple more issues. Don't get alarmed, 98.5% of the routers are working great - no problems.

But there is a problem. Who provides support?

If you call LinkSys/Cisco, they will tell you that the WRT54G3G-ST is a Sprint router. Of course, it is a LinkSys router, BUT they tell us the contract with Sprint indicates that only Sprint can support these. When we call Sprint for support - all they offer is, "If you are within 30 days, you can return it for a refund". We don't want to return it, we want support and support for our customers.

What happens in the future, if a LinkSys router fails? What happens if there is a failed firmware? You guys have a great router, BUT the support sucks.

Enough of the finger pointing. We need a support path and so do all the WRT54G3G customers. We have been in touch with people who have been able to help us, but it is "not official" and there really needs to be a better solution.

So, Cisco and Sprint - get it figured out and soon.

Look to Kyocera as a model for support. After our tech guys determine there is a problem (sometimes spending an hour on the phone), we are able to arrange for a warranty exchange directly, it works!

Discuss this blog post on EVDOforums (or check on the latest info on WRT54G3G-ST support)