Business ProfileforTP Link USA Corp

At first, support for our smart plug replacement was accommodating and understanding. I had to set up payment for shipment and the 4 pack of plugs that would be refunded once they received the original devices. I chose to check out as guest, yet the only choice at the bottom of that page was to create a PayPal account. I sent two emails explaining this along with my frustration, and the reps told me to select check out as guest. Completely ignored my experience, so I was forced to create a PayPal.The replacements didn't configure in the usual way to add them to the app via wifi, so I was told to connect via Bluetooth and then configure wifi connection, which ended up working. I asked if this behavior meant they were defective, and there was no response. Every email since then, I've explicitly, simply asked the same question. It was always ignored. Their replies stressed again that I should follow the bluetooth steps, and I constantly reminded them connecting wasn't an issue anymore. Eventually they mentioned wanting to talk on the phone so they could clarify with me. I asked when they would call, asking for a date and time since I'm rarely at my desk and I'd need to schedule this. No response to my email. I checked in twice on their chat support and was told again just to wait. I didn't get a call l until 10 days later, at 9:20 pm on a Sunday evening, well after we're closed. I emailed them our hours, and they next called me just after our building closes. Their replies continued answering questions I've never asked. I had to log a new return case in order to get the screenshots to prove the forced creation of the PayPal account, since they showed no impetus to check out what I was reporting. Even when sending the screenshots of the Guest checkout, their next reply told me to use the Guest checkout.Their customer service is beyond abysmal. I don't understand how people can misunderstand two questions when repeated 15 times.

Hello *******, I have received the email case, and While we understand the concerns related to checking out as a guest through PayPal, ultimately, TP-Link has no control over whether that is specifically available to all customers. The feature's availability depends on several factors determined by PayPal and highlighted in this FAQ: *********************************************************************************************************************. This is however a determination that PayPal will make and if they determine an account is required then you would need to create one in order to process an advanced RMA request. Support *** have been confused by your questions because they are not actively involved with the back end, which includes the processing of RMA payments. Their knowledge is based on FAQs, which are in the process of being updated. Regarding the callback request and information related to your new product, I would be happy to discuss them further. You can email me at ************************* at your convenience. In short, the V2.6 uses a newer and more streamlined onboarding process via Bluetooth. The older defective model used Wi-Fi only as the onboarding process.