Complaint Review: Belkin

After two hours and ten minutes on the phone with Belkin to fix my router problems, I am incredibly apalled with their customer service. I was on the line with the basic level technician for 30-45 minutes and this guy clearly didn't know what he was doing, but he was friendly and patient. And he spoke slowly so that I could process his broken English. He finally puts me on hold to wait for the senior level technician to help me out. So I wait about 25 minutes, I'm patient, that's fine, he must be a busy guy. But, every 4-5 min the original tech flips over and reads the same script word for word: "I'm sorry you must wait for so long, I am putting you through to the senior technician. Thank you for your patience while I relay to him what steps we have already taken. May I put you on hold?" Good lord, yes please, just quit talking to me. But of course I'm respectful, he's just doing his job. The second this senior level tech comes on the phone, he has an even thicker Indian accent and is speaking so fast that I cannot decipher what he's saying fast enough before he gets impatient. My level of anxiety immediately skyrocketed because this guy was so pushy. I asked him to repeat himsef, at which time he proceeds to raise his voice, practically yelling into the phone and repeating himself over and over, "ETHERNET ETHERNET ETHERNET!" This guy didn't even have me on the right web page and he's yelling because I can't find the ethernet icon. I'm still somewhat maintaining my composure at this point, but after he yells at me at least two different times I lose the urge to remain respectful to him, but I don't go off on him. He also proceeds to tell me that I wll have to call him back when I get a different computer in order to fix the problem, instead of helping change where my downloads save to. Dude, I don't have another computer, this is it, now fix my problem please.

After two hours he finally fixes my problem, I tell him calmly that I didn't appreciate the way he was speaking to me and that the customer service was very poor. I asked to speak to his supervisor to file a complaint and he tells me the only way to file a complaint is to respond to the confirmation email that I will receive after the phone call has ended. Which was probably BS. I'm still waiting on that email. Tomorrow when the main office opens I will call back and file an official complaint. However, I won't be surprised if the recorded phone conversation has been deleted since he also neglected to send me my confirmation email.

I have never filed a complaint or even verbally complained about a business or employee. I'm really low key and easy to get along with, so I don't know what this guy's problem was, but I'm positive that it wasn't me. He was unnecessarily rude and impatient, not the kind of guy I would want running my customer service business. I am honestly shocked at how poorly he personally treated me. I was shaking after I got off the phone with him I was so mad.