ComplaintsforTP Link USA Corp

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a TP-link wifi adapter on Amazon on June 12, 2024 for $34.99 plus shipping.And after 1 month the adapter stopped working.I contacted support, Amazon doesn't do anything for electronics after 30 days, and they have gone from wonderfully helpful to absolute useless.They offered so much help but transfer me to 'Upper Support" who only work from 9pm-6am EST as the only person they link me to is in ********. I have requested, after they offered, a new unit mailed to me and have gotten nothing but more 'Please reply for technical support' I want my money back or the new unit mailed.

  Business response

  08/08/2024

  Hello BBB Team,
  
  The customer's case was escalated to system engineering to do a remote session. System Engineering is not a normal part of support so their hours of operation are not the same as support.  That said, there was a delay in getting SE to respond, which we do absolutely apologize for, and the concern that caused it will be addressed. The customer's case was referred to a supervisor who has authorized an RMA. An email was sent to the customer today providing additional instructions on how to proceed with that RMA.  We ask that the customer review and follow the steps given so that they can get the replacement device.
  
  Best Regards
  
  ******************* | TP-Link Technical Support Supervisor 
  
  

  Customer response

  08/08/2024

  So they admit "a delay in getting SE to respond" 2 weeks is not a delay that is a lack of any supervision. 
  And they apologize but are not sending me anything they are requiring me to register the information I have submitted in email multiple times to them again. 
  And I have followed their steps but can't request a replacement as it goes to another department for verification. 
  Even though I have given them every number and writing that is on the stupid device.

  This is by far the worse customer service I have ever dealt with and I worked at Comcast.

  A truly apologetic company would send a new unit out with a label for me to send this garbage back to them. NOT make me jump through more hoops to give them the information I have already given them.

  Business response

  08/08/2024

  Hello BBB Team,
  
  I have reviewed the email case in its entirety.  There was no 2-week delay in responding.  The ticket was opened on 7/17, and there has been a constant response since.  The Delay I referred to was responding to you after the failed attempt to do a remote session.  On 7/31 we referred the case to engineering to do a remote session.  This session was to take place on 8/1 at 9 pm your local time.  You were not able to make that time and suggested the next day.  Unfortunately, 8/2 here is Saturday, 8/3, where our engineer was located.  Because of this, they were not available. This is the delay I was referring to. Engineering is not available over the weekend so there was a delay in getting a response to you because of that.  That should have been made clear so you didn't expect a response when they were not available. 
  
  When you did get a response, you were no longer willing to do the remote session and asked for a replacement.  The case had to be sent back to support and was placed back in the queue.  There was a delay in response as cases are worked as they are added to the queue and not the age of the case.  Once a response was received 2 days later, your RMA was authorized, and you were provided instructions to submit your replacement
  
  All RMAs are processed through our warranty system.  While I understand you would like us to just send you a replacement, regrettably we are not able to do that. Products have to be registered and processed through the warranty portal and then based on the shipping method you select the replacement is sent. 
  
  Best Regards 
  
  ******************* | TP-Link Technical Support Supervisor 
  
  

  Customer response

  08/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution shows their lack of customer service. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this item and with in 6 months the wifi has gone bad. It drops all of the wireless devices from the network until the all of the deco xe75's are reset and restarted. it repeated the same process ever 3-4 days. I tried to get a refund but they purposely delay it by asking the same question 6 times and with every new email it always starts back at the beginning, did you do this, what the serial number, is the light on blah blah blah. its not like im starting new tickets, it literally the same ticket but they cant seem to read what was already done before. Then when i do get to the *** they want me to pay 400$ for them to send me the replacement WTF is that?? or be without internet for who knows how long leaving me paying an internet bill. My who house runs on 10 GB networking and i bought this first to see how good they were before getting the wifi 7 version with 10 GB Ethernet but ill die first before i buy anything else from this company.. worst costumer support EVER!!!!!!!!!!!!!!!!!!!!!!

  Business response

  07/29/2024

  Hello BBB Team,
  
  
  TP-Link does not provide refunds, under most circumstances. If a customer is seeking an exchange, return or refund, they will need to contact the retailer they purchased the product from.  In most cases this will require a customer to be within a specified return period for that retailer.  For TP-Link what our limited warranty covers is manufacturer defects for a specified period of time for that particular product.  If replacement is authorized under this limited warranty period, then TP-Link will issue a replacement product.  This replacement is generally a refurbished unit of the same model.  If that product is not available then a product of comparable features. 
  
  When an RMA is submitted the customer will choose 1 of 4 shipping options.  3 of these are considered advanced RMAs.  With Advanced RMAs a customer pays a convivence fee to ship the replacement before the defective unit is received by TP-Link.  These advanced RMAs also have a hold fee that is pre-authorized.  This fee is removed from available credit by the customer's financial institution, but is not physically charged.  The fee is only charged if the defective unit is not received within 25-days of the transaction date. This process is fairly standard, especially in our industry.  If a customer is concerned about this process the other option is a standard RMA.  This is where a customer ships a the defective product first and then a replacement is sent.

  Best Regards 

  ******************* | TP-Link Technical Support Supervisor 

  Customer response

  07/29/2024

  im not paying for your mess *** end of story. The retailer no longer accepts returns and it is still within the warranty period which means everything is on you to fix the problem not me.

  Business response

  07/29/2024

  Hello BBB Team,
  
  TP-Link's Warranty Policy is and always has been available on our official website, TP-Link.com.  It is also part of the terms and conditions that all customers agree to when they register a product.  While at times we can consider providing an exception and waiving the $14.99 Advanced Basic shipping fee, we cannot waive the pre-authorized hold.  This fee is used as collateral to ensure the defect product is returned.  Again it is not being charged or processed until 25-days have passed from the time the transaction is authorized.  What happens is that the fee, which is the cost of the replacement is placed as a pre-authorized transaction.  The customer financial institution, not TP-Link, pulls this amount from the customer's available credit. This is done to ensure funds are available should the transaction be processed. TP-Link has no control over this. If the customer is concerned about this transaction then they do have the option to do a Standard RMA.    
  
  Best Regards
  
  ******************* | TP-Link Technical Support Supervisor
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a TP Link product back in March 2024. It never worked quite right from the beginning, so I made a call to customer service. I have been going back and forth with a product that barely works for 4 months now with no resolution. They have been giving me the same exact 'resolutions' over and over again with no improvement. At this point, they are asking me to do things that are beyond what a customer should need to do. I have asked for a product replacement and been ignored every single time.

  Business response

  07/10/2024

  Hello *******,
  
  
  I understand your frustrations with the whole process. In situations like yours, I do not always recommend email support as the primary option.  Email is generally for none urgent matters or when a case is being escalated.  While I see your case has now been escalated, it did not start out that way. 
  
  From what I see in the notes, there are 2 concerns I see. 1. Slow performance and coverage area and 2. not being able to manually update the router using the web UI.  Both of these concerns could be associated with a particular setting in your modem. You see your modem is what we call a gateway device.  It is both a modem and a router.  If you have the routing function enabled and the Deco is in Router mode then you could be experiencing Double NAT.  This is where your traffic from devices on the Deco WiFi have to be translated twice before going out to the internet.  This causes connectivity and performance issues as well as can block access to local IP addresses. 
  
  Ideally what you want to do is make sure your modem is only setup to be a modem.  That all of its router features and WiFi are disabled. You would need *****'s help with that to make those changes.  If you are unable to the other option is putting the Deco in AP mode.  This will, however, disable all router functions for the Deco.  Once the wireless and LAN ports will remain active.  
  
  If you can try this while we wait for **** to review and get in touch that would be the best place to start to resolve your concerns. 
  
  Best Regards 
  
  ******************* | TP-Link Technical Support    

  Customer response

  07/10/2024

  ***, respectfully, everything you have just told me was already tried. The amount of work you TP Link is putting me through to try and fix this issue is absurd. It's a good thing I work in the tech field or I would be beyond confused. I am very tired of the back and forth and massive amounts of 'troubleshooting.' I have never had a company put me through so much work to try to fix an issue. I'm exhausted, and frustrated. My internet provider has provided me excellent service, while TP Link has failed to provide adequate service. This is extremely time sensitive and important as I work from home and I am constantly having to apologize for my poor service. A solution other than more troubleshooting would be preferred. 

  Business response

  07/11/2024

  Hello *******,
  

  Unfortunately, I do not see any of that in the notes or in the correspondence between TP-Link and you. If they have been done, we would want that in the case record.  Troubleshooting is an essential part of the process and, when performed, resolves the majority of customer complaints without having to process a replacement. In fact, the majority of products replaced are in full working order and those RMAs could have been prevented.  
  
  While I understand the time-sensitive nature and the need to resolve this quickly, TP-Link handles every case equally. While we do our best to accommodate customers as much as possible, we still have processes and procedures that we need to follow. Support is unable, in most cases, to replace a product without ensuring to the best of our ability that the product does have a manufacturer defect.  
  
  Now, I do see in the case that our Senior Engineer, ******, is working with you. His determination will determine our next action. If he deems an RMA needed, then at that point, we can reasonably articulate that a defect likely exists. If he determines a specific troubleshooting step will resolve the concern then that would be what would be the next action.  I will keep an eye on the case to ensure the process moves forward as quickly as possible. 
  
  Best Regards
  
  ******************* | TP-Link Technical Support Supervisor   

  Customer response

  07/12/2024

  He has offered a replacement. This has been going on for weeks now. I Cannot fathom doing more troubleshooting, it seems as if I am doing your job for free. I just want it to work throughout my home and not keep dropping or lagging. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/24/2024 I bought from amazon a 'TP-Link ****** T4U Plus'The product has an advertised ***** of 1300Mbps IN THE ***** of the product The box for the product says it can do 867Mbps OR 400Mbps. Neither of those numbers are 1300Mbps.When the product arrived on 06/25/2024, I plugged it into my computer and got 20Mbps.I went to the product page on TP-Links website and went to download the drivers. I downloaded the drivers for the device, tried to install them, and was met with a screen that told me the device wasn't installed on my computer. This is impossible. I am connected to the internet using the device and only the device.It's just so clearly installed on my computer.I tried to contact support via the webportal and was met with a chatbot that started speaking Chinese to me (literally Chinese) and also required that I give TP-Link an insane amount of personal data to talk to a human.I googled the support number for the company and called.The support agent and I talked for somewhere around 25 minutes.Over that 25 minutes, I was asked no less than 15 times to do the following Check the "band" I was using, check the "link *****", and to do a "***** test."My second ***** test yielded *******/Mbps.The band is 5ghz.The link ***** is 585Mbps.15 times I had to give this information to the agent.I was told that 250 is "fast enough" and I should just "keep checking the *****"I have gigabit networking in my house.This device in my home will never be able to put out 1.3 gigabits because of real technical limitations, but it should be able to achieve a full 1 gigabit if I turn off everything in my home network. It never will.In no reality should this device ONLY be able to output ******* megabits and in no reality should i just 'accept' that its 'fast enough' and be hung up on by the agent.***** is not 260 ***** is not 867 ***** is not 400 The product, title, and box lie about the max ***** and customer support is unhelpful and untrained.

  Business response

  06/25/2024

  Hello BBB
  
  Wireless networking products like routers, range extenders, and network adapters are generally advertised using combined network transmit rates. These combined rates take the maximum transmit rate for each band the device is capable of using and combine them into one number. The number is sometimes rounded to the next whole, so it is easier for the consumer to understand. The T4U Plus is 867+400 for a combined transmit rate of 1267, rounded to ******************************************************** use for over 20 years.  
  
  Transmit rates are different from internet rates. Several factors determine the internet speed a client device will get. Distance from the router, the network card's link rate, ISP speed, network load, and congestion can all affect the internet speed a customer receives. 
  
  The internet speed is typically around 50%-80% of the link rate.  So if the link rate is 585 Mbps then a user can likely expect speeds around 292 at the low end and 468 at the high. Yes, ******* is below that threshold, so we would want to troubleshoot to see if there are other factors that are lowering the typical expected speeds.  
  
  If the customer is looking for Gigabit internet speeds, this product will not provide that, and I would suggest returning it to the retailer it was purchased from. A product that would possibly meet those needs is the ****** TXE70UH.  This is a tri-band adapter, and the 5Ghz on AC has a maximum link rate of ***** Mbps, which should result in 866 Mbps to  1385 Mbps.  
  
  Best Regards
  
  ******************* | TP-Link Technical Support Supervisor    
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two TP-Link KL-430 LED light strips which failed within a year. When I filed a warranty claim, TP-Link initially offered an alternative model (KL400L10) which I declined, as it did not have the same features. I requested either a replacement of the same model or a full refund of $73.74.TP-Link then offered a partial refund based on a depreciated value, citing their policy of deducting 20% from the purchase price. I explained that their warranty policy should cover a full refund or a replacement of the same model, as the lights failed prematurely. However, TP-Link's upper management insisted on the partial refund option only, stating that full refunds are not possible under their warranty policy and that partial refunds are given at their sole discretion.Despite my attempts to resolve this matter amicably and according to consumer rights, TP-Link refused to provide a full refund or an equivalent replacement.Desired Resolution:I request a full refund of $73.74 for the two defective KL-430 LED light strips, as per the warranty policy and consumer rights plus the shipping cost to send the broken ones back ($11.24).Total Refund Desired. $84.98

  Business response

  06/24/2024

  Hello BBB,
  
  As support explained, TP-Link does not normally offer refunds as part of our warranty policy.  This is made clear in the 1st sentence of the 4th paragraph in our policy terms: "TP-Link USAs limited warranty does not provide refunds, returns, or exchanges under most conditions."  In the instances that we do, it is because the product was purchased directly from TP-Link and is within its 30-day return window or is in situations like yours where a product is end-of-life, out of stock, and does not have an exact replacement or upgrade.  
  
  TP-Link, in its sole discretion, will choose the replacement item.  However, we do like to give customers an option when the model is changing, especially if that model's features do not match up 1 to 1.  For the Models offered, which were the KL40010 and the Tapo L930-10, the only feature not shared with the KL430 is that they are not designed to be extended. With neither the KL430 nor KL430E being available, we did not see this as a major concern. However, since you declined both offers, management was consulted, and per our SOP, they approved an exception to offer a refund.  For RMAs, such as *****'s, this refund is based on the depreciated value of the product, which is generally 20% less than the purchase price. Please note that as our policy is clear on this matter and that as a customer the terms of our policy are agreed to when they register a product, TP-Link is under no obligation to provide a refund of any kind.  We have, in good faith, attempted to accommodate his replacement as amicably as possible. 
  
  As previously stated, the existing offers stand at 1. A replacement device, the ******* or the Tapo L930-10 or 2. A partial refund of each product being replaced, which would be the purchase price listed on each proof of purchase - 20% (depreciated value).  Please have the customer let us know how they wish to proceed
  
  Best Regards
  
  ******************* | TP-Link Technical Support Supervisor
   

  Customer response

  06/28/2024

  Dear TP-Link Support Team,

  
  Thank you for your detailed response. I appreciate your efforts to address my concern. However, I remain unsatisfied with the proposed resolution.
  The depreciated value refund does not align with the expectations set forth by consumer protection standards, nor does it fully compensate for the premature failure of the product. Given that the KL430 lights failed within a year, I believe a full refund is warranted.

  
  If TP-Link cannot provide a full refund of $84.98, I will need to escalate this matter through additional consumer protection channels, including the relevant consumer protection agencies and small claims court, if necessary. I hope we can resolve this matter amicably.
  

  Thank you for your understanding.
  

   

  Best regards,
  *****************************

  Business response

  06/28/2024

  Hello BBB Team,
  
  TP-Link believes we have been very amicable in this case.  While we are unable to provide a KL430 as the replacement device, we have offered the Tapo L930-10. The only difference between the two products is one can be expanded, and one is preset at 10 meters. However, since the KL430 and its expansion, the KL430E, are both end of life and no longer in production, the likelihood of finding one new and unused is reduced.  The KL430, by default has 6 meters of LED strip.  Since the L930-10 is a 10-meter strip.  Both can be cut to fit a customer's needs, though the cut piece becomes unusable for both. Because the other features are identical, we see this is an appropriate replacement option, and we have used it on occasion. We also offered a KL400-10 if the customer wished to stay with the Kasa brand.  
  
  Because the customer rejected both offers we offered the additional option, a refund, as an exception to standard RMA process. However, this was presented as a partial refund, as is our common practice when we make such exceptions.  It's unfortunate the customer does not agree and believes this is not appropriate but it is the offer we can provide.  
  
  If the customer would like the replacement device, we would be happy to still offer the Tapo L930-10.  If they would still like to pursue the refund, we will honor the offer it will be at the depreciated value, which is determined by the purchase price - 20%
  
  Best Regards 
  
  ******************* | TP-Link Technical Support Supervisor  
  

  Customer response

  07/08/2024

  Dear TP-Link Support Team,
  

  Thank you for your detailed response. While I appreciate the offers made, I must reiterate my request for a full refund. The products failed within a year, and according to consumer protection standards, I believe a full refund is warranted.
  I will be escalating this matter through additional consumer protection channels, including the relevant consumer protection agencies and possibly small claims court, if necessary, to seek a fair resolution.
  

  Thank you for your understanding.
  

  Best regards,
  *****************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Tapo C420S1 camera and recently found out that the 2-way talk feature does not work properly on an iphone. I contacted TP-Link about this problem and spent hours on the phone with them trouble-shooting the problem, but they could not fix this problem so I would like to return it for a refund. I told TP-Link that I purchased it through Amazon, but because it was outside their 30-day return period, they would not accept a return, so I asked TP-Link if I could return it to them for a refund, and they told me that they would not refund me which is unacceptable since they can't fix this problem.

  Business response

  06/19/2024

  Hello BBB,
  
  What the customer was told is correct. TP-****** limited warranty policy does not offer customers an option for return, refund, or exchange. Instead, our limited warranty provides customers with the ability to replace their device should a manufacturer defect be detected. In this case, the concern presented to us is that the customer states people cannot hear her clearly through the camera while the customer is speaking through her phone using the Tapo app and the camera's 2-way audio function.  
  
  The customer's concern was escalated and steps from Apple's support page were provided.  ******** stated the feature would only show up if on a call, which is true, but it does show up once the "call" is established with the camera using its full-duplex 2-way audio function.  We feel that if the customer follows these steps that their concern may be resolved.  
  
  If it does not, TP-Link would be happy to further troubleshoot with the user, and if a manufacturer defect is detected, provide a replacement as stipulated in our warranty policy. A return and refund would not be possible at this time though.
  
  Best Regards
  
  ******************* | TP-Link Technical Support Supervisor.  

  Customer response

  06/19/2024

  I do not accept TP-Link's response for two reasons: 1. the suggested fix on the iPhone did not work nor should any customer have to go to this much trouble to make this feature work on the Tapo camera and I never would have purchased this camera if I knew this and 2. Sending me the same camera under warranty will not resolve this problem because it is an inherent defect to this camera.  TP-Link has misled customers by advertising that it has the two-way talk feature when in fact this feature does not work properly and TP-Link can't even fix it this problem.  I have never seen a company like TP-Link refuse to refund a customer for a defective product and customers should not buy this camera because TP-Link sells defective products and does not stand behind it's products and refuses to refund customers.

  Business response

  06/20/2024

  Hello BBB Team,
  
  No defect of any kind has yet been identified in the customer's product or the product line itself. At this time, all we have is the customer's assertion that one exists. TP-Link was told by the customer that the suggested troubleshooting would not work because the option only shows up when on a call.  As I explained in my first response, when you use the full-duplex 2-way talk feature it does trigger the feature to show up on the iPhone.  
  
  The C420S1 features 2 ways to talk to people at the camera. Full-duplex (phone button) is like a live conversation, and half-duplex (talk button) works like a walkie-talkie where you have to push the button to talk and let go to hear.  It is possible the customer is simply using the talk button, expecting it to work like the phone button.  Unfortunately, the customer refused to do more troubleshooting and instead insisted that the product was defective and demanded a refund.  I can personally attest to the product working properly with iPhone as I have 2 of the cameras and use Apple as well.  
  
  If the customer would like to continue to troubleshoot, TP-Link would be happy to work with her to address and resolve her concerns. If a defect is detected, in accordance with our limited warranty policy, TP-Link would provide a replacement product. 
  
  Best Regards,
  
  ******************* | TP-Link Technical Support Supervisor           

  Customer response

  07/08/2024

  The statements made by TP-Link in their response are completely false.  First of all, I did extensive trouble-shooting with TP-Link and followed all of their suggested steps, but none of these steps resolved the problem, so the 2-way talk feature on the Tapo C420S camera does not work properly because the volume in the mic of the camera is not loud enough for someone standing right under the camera to hear me talking so this feature is useless on this camera.  I tried to talk to someone through the camera who was standing right underneath the camera and it was impossible to hear me talking, so this is clearly a design flaw.  I have had other security cameras, and never had this problem, SO BUYERS BEWARE - the 2-way talk feature on this camera does not work properly.  It is unacceptable for TP-Link to refuse to refund me for this camera when one of the main features of this camera doesn't work due to a design defect.  BUYERS BEWARE TP-LINK DOES NOT STAND BEHIND IT'S PRODUCTS and if you buy this camera, this feature will not work properly.  Don't waste your money on this camera and look for a better security camera with features that actually work?  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thank you for any assistance with my complaint about TP-Link, I have been a big supporter of TP-Link for many years and have used and trumpeted cutting-edge technology for as long as I can remember. The issue I have is with the known and documented flaw with their mesh system. Specifically, the issue when power is reset there is an unusual failure rate with the **** MESH system locking up and not being able to factory reset. The documented failures are on both the ****************** website page and Reddit technical boards. Even though TP-Link knows about this flaw they continue to sell the product on Amazon, which I purchased several systems before I began seeing the complaints come into TP-Link and Reddit.Unfortunately, my system has sub-come to the known issue of not being able to factory reset after the power recycle, I contacted Tech support and leadership and have at least 7 documented interactions, my request was simple what support do you have for the known issue, is there a firmware update or modification the consumer can do to protect the products in use? We can dive into the communication and documented promises if needed, but the outcome was below...... 1: an unknown discount from Amazon or 2: 10% from an authorized retail store like Best Buy. I have copied and pasted the exact correspondence from a supervisor's email. I have kept it if needed for your review.("Our goal is to ensure our loyal customers remain satisfied, so in that regard we would like to offer you a discount for a purchase on Amazons official store. If you wish to purchase a new product from an authorized retailer,we can provide you with a 1-time use 10% coupon toward the new purchase") (TP-Link Leadership)When I followed the instructions and sent the link requested from the official Amazon store, TP-Link denied any discount and said I would have to pick something much more expensive and the discount could not be applied to a unit that was already discounted.

  Business response

  06/17/2024

  Dear BBB:
  
  TP-Link reviewed ***************************** complaint about the purchased product (Deco Mesh Wi-Fi System (Deco S4)) and our support teams response.
  
  TP-Link cares about its customers and when notified about verifiable issues related to its products works to promptly address such concerns. ****************** complaint is about the supposed inability of the Deco S4 to perform a factory reset after a power reset. First, while networking systems such as the Deco can have occasional issues, TP-Link has received no verifiable notice of this issue for the Deco S4. Second, **************** provided no evidence of this supposed issue. If there was such a verifiable issue, as mentioned, TP-Link would promptly work to resolve such an issue. **************** notes that TP-Links customer service team had numerous interactions with him, yet he has not provided verifiable evidence of this supposed issue. TP-Link is willing to continue working with **************** to try and ascertain if such an issue does in fact exist in order to address.
  
  While **************** states that he is not asking for a replacement, repair, or refund, none of these options is possible because his two purchases are outside the two-year warranty period. Instead, as a courtesy,TP-Link offered **************** a 10% discount on a new TP-Link product. We apologize if there was any confusion as to the process of how to use the 10%discount. For clarity, TP-Link does not own the inventory sold by its retail partners. Instead, we must request a discount code, which is why the product must be sold and shipped by Amazon. We cannot request discount codes from any other marketplace sellers. The courtesy discount can only be applied to products not already discounted at or above the 10% courtesy discount. For example, if the desired product is currently discounted 26%, the 10% courtesy discount cannot be applied. We would be happy to honor the 10% courtesy discount offer for two separate purchases subject to the conditions set forth above.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 29th, 2021, I made a purchase of a router from this company for $329.99. Despite the company's marketing material stating that the router would support Ethernet Backhaul, I found out that it didn't.After reaching out to the company about this issue, they promptly altered the information on their website to avoid any responsibility.The company then assured me and many other users that the promised feature would be released in Q1 of 2024. Yet, the feature has still not been delivered, and the company has failed to offer any resolution.This deceptive behavior and lack of support from the company has been incredibly disappointing. Had I known the truth at the time of purchase, I would have taken my business elsewhere.The feature in question is EasyMesh for the AX90 router model.

  Business response

  06/11/2024

  Hello *******, 

  Would you be able to provide any case or ticket number, or anything like a screenshot or a community thread that can show where we promised this feature on the ****** AX90. Per my records i don't even see that EasyMesh has officially released on the ****** AX90.  TP-Link does not promise features.  We will, at times, announce a feature as being planned.  However, as you know plans can change and as such planned features are not guaranteed features.  We do not have a time table for either EasyMesh or its Ethernet backhaul feature for the ****** AX90.  All we can suggest is to check our website regularly for update.  Updates right now are typically added on Mondays.  

  If you have anything i can review where an agent or representative of TP-Link did promise something then i would very much like to see that so i can correct such declarations as they should not be provided.  If something was promised I would like to apologize for that confusion it caused.  So its clear.  The ****** AX90 is planned to get the EasyMesh functionality.  We do not know if this plan includes Ethernet backhaul or if it will just be wireless.  Please Note: The EasyMesh firmware update for products marked "Planned" is not a guarantee. The compatible device list will be updated regularly, and TP-Link reserves the right to modify this page at any time without notifying the user. 

  You can view the product's FW updates here: ***********************************************************************; Please make sure to choose your hardware version from the dropdown at the top of the page

  For the EasyMesh compatibility list you can view here:  *************************************************

   

  Best Regards

  ******************* |  TP-Link Technical Support Supervisor
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a deco mesh system, and one of the nodes never worked with a wired connection. After troubleshooting myself, called support and they agreed I needed a replacement. The replacement team and process quite honestly felt like a scam. They originally give you options for returning your equipment before they send you a replacement, and sending broken equipment to them (even brand new and certainly under warranty) is at the expense of the customer. Was able to get that covered after escalating. Then they do not send the replacement until the broken equipment is received. And when they send it, it was sent ****** signature required, with no option to pick up in ************ or sign digitally (locked by tp link as an option from ****** and tp link said they couldn't modify) - which means my boyfriend had to take a vacation day in order to receive the package - which turned out to be a certified refurbished component instead of the brand new component I should have had to replace the brand new component I bought and never worked. We are sitting now over a month out and after talking to customer service management they say I have to start the whole replacement process again and their is no other option, no way they can send without signature required, and that I'll have to go through the whole process of filling out paperwork and returning and waiting before they will send a replacement. There have been multiple times that I have thought I must have the wrong number and this must be a scam because the whole process is so poorly organized (but it is definitely them). Extremely disappointed to spend this much on a router system and it still doesn't work right.

  Business response

  06/10/2024

  Hello *******, 
  
  Please allow me to address your concerns as you voiced them.
  
  1. The customer is responsible for returning the defective product at their cost.
  A. This is an extremely common practice, especially in our industry.  With replacements TP-Link, like most of our competitors, splits the shipping costs with the customer.   The customer is responsible for sending the defective product and we pay for the replacement
  2. Do not send the replacement before receipt of the defective product
  A.  This is not accurate.  In fact, we offer 3 advanced options that allow the customer to receive their replacement item before sending the defective product.  In this instance, the customer pays a convenience fee, and we provide a return label.
  3. Signature required
  A. This is fairly new for us and may still require refinement.  This only applies to higher-end products and is used to ensure the customer actually gets the product.  It's used to combat the claims of lost or stolen shipments and to protect customer investments.  We will look into options, if available, to allow these to go to a pickup facility if the customer is not present at delivery. 
  4. Receipt of a refurbished product
  A. Yes, this is again very common in our industry and is clearly stated in our warranty policy: **************************************************************; Refurbished products are used as replacement items.  New in Box can be requested in certain situations but is only a request.  If inventory is not available, a refurbished unit will be sent in line with policy.
  

  These were the main points I saw in your complaint, but if there are more, please contact me directly at *************************.  I will be happy to review and provide more details and next steps
  
  Best Regards
  
  ******************* | TP-Link Technical Support Supervisor

  Customer response

  06/12/2024

  Hello ****, 
  
  Thanks for the response. Responses below

  1. This was a brand new out the box part that never worked right. It does not make any sense why I should have to pay extra money to ship back a brand new product when I have already been inconvenienced by a sub par quality assurance program. I don't return items for no reason and when I spend hundreds of dollars on a router system I expect a system that works as advertised. 

  2. Why should I as a customer have to pay a "convenience fee" when I am the one who has been inconvenienced by a product that has *never * worked correctly out of the box. 

  3. I understand wanting to limit claims of stolen property. But for people like me, who work an hour away from my house this makes this completey unworkable. And the customer support couldn't do anything other than tell me to call ***** who can do nothing because you locked it. Which is how I ended up having to file a BBB complaint for the first time in my life to get any kind of real response. 

  4. This was an out of the box issue. I do not remember anyone telling me it would have been a used piece of equipment, I would have objected. I was told they would send me a new part.  The folks who I talked to in customer service knew it was an out the box failure. I should not have to convince people to provide me a new replacement. I paid for a new part, did not receive one that works, you should have provided me a new one that works because somebody should be embarrassed that your $350 mesh system doesn't work out the box. 

  Also 5. From an efficiency side for your customer I don't know why the whole form thing can't be done when they are already talking to customer service. Needing to fill out a series of emails the next business day or whenever your team gets around to it is another waste of my time. I'm still waiting days later on a response from your RMA people.

  Regards, 

  ************;

  Business response

  06/13/2024

  1. I understand your point of view.  However, you are not paying for the replacement or the shipping costs associated with getting that replacement to you.  What you are responsible for is the cost of returning the defective product to TP-Link.  As I mentioned this is a very common practice, not just in our industry but all over.  For example, I recently had to have a game console serviced by the manufacturer.  I was required to pay to ship that defective unit to them, and they covered everything else, just like we do.  
  
  2.  The convenience fee is for obtaining your replacement before shipping the defective product, not the inconvenience of having a product fail and needing a replacement. This enables you to mitigate the downtime and get back to fully operational in a shorter period of time.  
  
  3. TP-Link is not responsible for lost or stolen packages and may not be able to reissue an RMA if a package is missing or stolen. However, we added the signature required for high-dollar items to help protect a customer's investments. ***** does attempt 3 deliveries before returning to the sender, and we are looking at options, if possible, to have it sent to a pickup facility instead. 
  
  4.  TP-Link Support does not generally discuss warranty policy terms because the policy is available on our website and is part of the *** that a customer agrees to. When a product is registered, it is assumed the customer has read and understands the agreement. If there are questions about the policy, we will discuss those, but only if we are asked a specific question.   
  
  5. RMA cases are referred to email because they require actions on the customer's end that are required before an RMA request can be evaluated and approved. 
  
  Best Regards 
  
  ******************* | TP-Link Technical Support Supervisor

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a security ************* solar panel & extra battery pack for this product on Amazon Nov. 23, 2023 that has a 1 year warranty. This morning it received a firmware update that fried my camera!. Their support offered to replace it but said to follow guidelines. I sent photos of the purchase & provided photos of equipment showing serial numbers, purchase date & after they didn't accept the screenshot of my purchase, Amazon sent me an email of the invoice. The customer representative refused to provide corporate information but I was able to get it on your website. Support has refused to replace the camera that they broke with the update

  Business response

  04/23/2024

  Hello ******,
  
  I reviewed the 3 cases that i could find associated with your concern.  SRCN24042200492, TKID240444729 and TKID240444595.  I do not see any denials of services within the case notes or email chains in any of these cases.  Support did state that a complete proof of purchase showing the condition, seller and purchase date were required by the warranty policy before authorization could be provided.  Since that was provided I do see that the *** was now authorized, per an email response sent to you at 9:33 today.  
  
  Please follow the instructions provided in that email to complete the *** process. 
  
  Thank you 
  
  ******************* | TP-Link Technical Support Supervisor

  Customer response

  04/23/2024

  An RMA was generated & when I tried to use it , I was not allowed to use my debit card for ***** shipping. It kept taking me out of pay by card & redirected me to PayPal wanting to charge full payment of almost $125

  Business response

  04/23/2024

  Hello ******,

  The process you are trying to use is our Advanced Basic RMA option.  This option charges $14.99 and pre-authorizes the value of the replacement, as listed in our system.  This pre-authorization is often pulled, by your bank or card issuer, from available credit.  We do not recommend using a debit card because of this as those pre-authorized funds because funds that are not usable.  Usually when we see a concern with a payment not processing it is due to the amount of funds available in that particular account.   Also we have seen customers see the summary email and assume that they were being charged the full amount right away.  If its the summary screen you see there is a line that says amount owed today.   That would be the only amount you would be charged at that time and the rest will show and a hold or pending fee.  Since BBB only allows two responses neither of us will be able to respond again to this complaint.  I suggest bring any concerns up in the active TKID email ticket and the support team will assist as best as we can.

   

  Best Regards

  ******************* | TP-Link Technical Support Supervisor. 

  Customer response

  05/06/2024

  The only method of payment offered was PayPal & I'm not doing a return that way. The other option was I pay shipping to return the camera & I would be without a camera till this issue was resolved. I don't like the warranty policies & noticed your camera dropped in favorites to below the top 100 when I shopped around at replacements

*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. ↩