Extremely unprofessional tech support
Jerico Repollosa from tech support demonstrated a high level of unprofessionalism. His troubleshooting knowledge is basic, which is acceptable. However, he showed no consideration for my time and business. When I initially requested his assistance to configure a router in AP mode, the call abruptly ended. Approximately 10 seconds later, I received a brief call from D-Link that lasted only half a second, followed by silence. Upon calling back, Jerico Repollosa picked up, and I reiterated my request for help to set up a router in AP mode. Instead, he began instructing me on how to establish the router in ‘Router mode’, not AP mode. Despite numerous requests for assistance in setting the router in AP mode, he persisted in guiding me to set up the router in router mode. Eventually, I inquired if he understood what AP mode was, to which he admitted his lack of knowledge and the need for further research. He promised to investigate and return my call. When I asked for an estimated duration, so I could inform my client about the delay, Jerico, after several polite inquiries, finally estimated about 5 minutes. He then terminated the call, and once again, I received a brief call from D-Link that lasted only half a second, followed by silence. Given my strong mobile reception, it’s evident that Jerico disconnected the first call, then made a token callback as proof of his attempt to reach me. The second time, he promised to call back in 5 minutes after conducting some research, but after the call ended, he made another token callback 5 seconds later, and there was no callback after 5 minutes of the supposed ‘research’. D-Link needs to train and supervise their staff to admit when they lack understanding, rather than feigning knowledge and wasting the customer’s time with misleading directions. This is also a financial drain for D-Link, paying them hourly to provide unhelpful information. Moreover, D-Link staff should be monitored to prevent system manipulation with fake callbacks. As a D-Link partner, I have previously experienced D-Link staff terminating calls and making token callbacks when the issue is too complex for them, despite my consistent calmness and politeness.