I have used Belkin for many years and never had an issue with them, but a company is measured by how they respond when things go wrong.

I have had a Belkin Pre-N Router for the past couple of years, which has been fine until the last couple of weeks. When uploading a photo or I try to attach an attachment to an email, the router freezes and it needs to be rebooted. Up until that point the router works fine.

As Belkin products have a lifetime warranty I called their support line and they confirmed the router was faulty and I was passed to customer services to arrange the new router. This is where it all went wrong.

As I run a business from home I need an internet connection (even an internet connection that does not work too well) so Belkin said I had to return the router and then they would send me out a new router which means I would not have an internet connection for a few days.

• I asked them if there was a way of collecting the router when they delivered the new one – NO.
• I asked if I could collect the new router from Northampton -NO
• I asked if they would take my credit card details and if I did not return the faulty router within a week they could charge me for the new one -NO
• I asked if there was any way they could help me so my business did not have any downtime -NO

They asked me “If the internet is so vital why do you not have a backup?” to which I replied “If your process does not meet your customers expectations why do you not have a backup process or a work around?”

Conclusion

I have to admit I do like Belkin products; however; I would recommend not buying one as their customer service will not meet your expectations if anything was to go wrong with that product. Lifetime Guarantee? as much use as a chocolate fireguard.

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