Hi All,
I have just had an outstanding support/customer service experience, and I feel compelled to tell people about it.
About three hours ago, my DSL router died. It was an Asante FR1004AL (4 ports, plus wireless and a print server) It is about 19 months old. It has a 2 year warranty.
Being my usual slow on the uptake, I could not figure out why my laptop could not download my email. I rebooted the piece-of-junk DSL modem that Earthlink supplies with their package (I seem to need to reboot it about once ever two weeks). Rebooted all the computers and printer. Still no connection. After much flicking of switches, resetting the router, and cursing in between, I noticed that the router had no status lights. It also had a very hot AC adapter.
After hooking a computer up to the DSL modem directly, I went off in search of Asante's Tech Support folks. They have a form you fill out on their web site, which I completed.
They replied WITHIN THE HOUR. I was amazed. It was around midnight, and they had living beings there answering questions. We have all waited days for Tech Support replies. Some never respond. I have never had a reply within the hour. The first sentence of the reply is "From the description of this problem we believe that the device has failed and needs to be replaced under warranty." They gave me an 800 number to call tomorrow to arrange for the return.
I am still a bit bummed about my router dying. But I am blown away by Asante's customer service.
Nancy
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