Belkin support sucks, DO NOT BUY BELKIN products

from JoeUser Forums
Big fat warning in advance to anyone that ever considers purchasing a Belkin product -- DON'T DO IT.

Most especially don't do it if you aren't prepared to find that their so called "lifetime warranty" on their product is anything but.

Why am I attacking what should be a fine company that stands behind their products? Because they don't, or should I say, won't stand behind their product.

Recently I purchased a used/like-new Belkin Bluetooth adapter via eBay. There-in lies the problem. In it's infinite wisdom, Belkin's support staff has decided that because I purchased through a third-party, I must go back to said third party to get the item replaced or repaired, and then that third-party may in turn get the replacement. Unfortunately, since I purchased the item from a third party, Belkin feels that they can void their own warranty and ignore their promise to their customer.

Such exclusions can be common place, but I've never experienced difficulties with Belkin products, and in fact have had to get some Belkin products which I purchased from retailers such as CompUSA or others replaced. In those instances, Belkin has generally stood behind their products, which I greatly appreciated.

But it is not acceptable to me that Belkin has now decided that they can void their warranty because someone has purchased an item used, or from a third-party vendor.

Not providing support reflects incredibly poorly on Belkin. They used to be a company I would go out of my way to buy products from, but if they wish to start trying to weasel out of providing support for their products, than they are most certainly no better than any other provider I can buy from, and also most certainly not worth spending any sort of premium on. Their prices have traditionally been higher than cheaper alternatives, but again, they deserved to be paid higher prices because they stood behind their products.

Now they no longer wish to stand behind their products, and instead wish to use technicalities to avoid having to provide replacement for their products. Such business practice is shameful. When a customer is honest with Belkin about where they purchased a product, they are turned away, where if someone lies to them and says that they got the product as a gift, or purchased it long ago from a retailer like CompUSA or Best Buy they will continue to receive support.

The best answer I have is to vote with my wallet, and to encourage others to do the same. DO NOT BUY BELKIN PRODUCTS. They won't support you, especially if you buy from a third party. Give your money to other vendors that will provide support. I know that Belkin just cost themselves big at my normal place of employment, and any future place of employment I might be involved at. Congratulations Mr. Tyler and the Belkin customer service department for a great reputation that you've now ruined.
129,379 views 55 replies
Reply #1 from WinCustomize Forums Top
I don't understand why you think Belkin (or any company) should repair/replace a piece of crap you bought on ebay unless you have the original paperwork for it and the warranty is still good.
Did it come with a transferrable warranty? Did you get any of the original packaging and papers?
Since you had no trouble with other items purchased through retailers such as CompUSA then maybe after you calm down you will realize the difference between authorized retailer and internet ripoff. Caveat Emptor.
Reply #2 from JoeUser Forums Top
Do you understand the concept of "lifetime warranty"?

Do you label the product as "piece of crap" because it has a Belkin label on it, or because it was defective?

I full well know the difference between purchasing no name products and named brand products. I bought Belkin because of their warranty, said warranty still clearly displayed on the original materials I received with the product, which was still in it's original clamshell casing.

I think Belkin should replace the defective part because they promise a lifetime warranty on their products. There's no little asterisk next to the words "lifetime warranty" on the product. There may be a disclaimer on their web page, but it wasn't displayed on the package that I bought.

Had I known in advance that Belkin wouldn't honor the warranty they so proudly tout, I wouldn't have bought Belkin. I would have saved my money, bought an alternative brand, and gotten better service in doing so.
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Reply #3 from WinCustomize Forums Top
This is the risk 'we' as consumers take when purchasing items thru a third-party. A warranty could be transferable or non-transferal. Most companies will honor a transferable warranty yet some will not (depending on the fine printing posted on the contract) regardless if it’s a lifetime warranty or a limited time warranty. When you purchase an item/product from an authorized retailer or distributor e.g. CompUSA you are fully covered by the warranty/ies but once you either pass down or sell forward that item/product you might get the store’s warranty honored, but the manufacturer can void their warranty if stated on a contract. In this case your only contract is with the person you purchase the item/product from and not with the manufacturer or authorized dealer.
Reply #4 from WinCustomize Forums Top
Do you understand the concept of "lifetime warranty"?

Yes I do. I have bought no Belkin products, hence my questions.

Do you label the product as "piece of crap" because it has a Belkin label on it, or because it was defective?

Because according to you it was defective.

I looked through the Belkin site. They talk about a Belkin 2 year warranty. Plus a time limit on defective returns.
Reply #5 from WinCustomize Forums Top
Not sure why you're so riled up NOBODY should now buy Belkin since you said yourself you had no problems with items purchased through authorized retailers.

Seems this article is more about the dangers of buying on ebay.
Reply #6 from JoeUser Forums Top
Nope, the article isn't about the dangers of buying on eBay. Reems can be written about that, especially if someone is buying no-name products.

There are, however, vendors that make products and stand behind them. Belkin was previously known as someone that did that. They put a lifetime warranty on their products (many of them at least), and buyers would pay premiums to buy their products as opposed to say Linksys, or Netgear or 3Com or whomever else was an alternative.

I will go out of my way to purchase a product that I know I will get support for, even when I'm not expecting to ever need that support. It's a security blanket to fall back on. If a problem is encountered, you know it will be taken care of. That used to happen for Belkin, but now they have decided to hide behind legal jargon and non-transferrable warranties so that they can not provide service for me for the same item that they would service for the person that sold it to me. (That person is covered by the lifetime warranty, but I am apparently not, so as long as I don't mind hassling the original purchaser/reseller, they can get a replacement and then provide said replacement to me).

Why Belkin wants to harrass customers to go back through third parties is beyond me. They could step up to the plate, tell me that their policy doesn't normally cover such service, but in order to keep me happy they'd take care of it, or they could do as they did - throw their hands up in the air, claim that they aren't bound by a "lifetime warranty" any more and tell me to screw myself.

They decided to do just that, and in so doing, are getting the reputation that they now deserve thanks to freedom of speech.

If you want to buy their products, feel free, but I know I most certainly will not, and I will find alternatives that are cheaper anyway.
Reply #7 from WinCustomize Forums Top
I hear what you're saying.
But I can make no judgment without having my own experience or at least hearing both sides.

As far as "are getting the reputation that they now deserve thanks to freedom of speech." goes, I don't think it's gonna hurt them like you think. One voice of complaint, referring to one instance...even stating at other times there were no problems...they won't even have to call damage control.
Reply #8 from JoeUser Forums Top
One voice of complaint, referring to one instance...even stating at other times there were no problems...they won't even have to call damage control.


Unfortunately for them, that damage control wouldn't save their potential sales at my place of employ. In that instance, the sales loss will be quite real.

Unfortunately I'm one of those individuals that "recommends and/or approves" of purchases of IT products. Guess which products I won't be recommending and won't be approving of?
Reply #9 from WinCustomize Forums Top
It clearly states on Belkins web site, Link
Please Note: All product warranties are limited. Products purchased from third parties, most specifically auction site sales, are not warranted for replacement.

So a company decides to protect itself from losses which can be induced by a 3rd party and you claim it unjust? We can all understand your frustration, but this is not uncommon at all. Your rant is pretty much just that... a steam vent and nothing more.
Reply #10 from WinCustomize Forums Top
In my many years experience as a consumer, I have come to an awareness that there is no such thing as a "Lifetime Warranty." A LIMITED Lifetime warranty, yes, but not a true lifetime warranty. And if someone cons you into believing that their product comes with a lifetime warranty without explaining the true meaning behind the "fine print," then you have been suckered into a retailers dream, and a quagmire of legal jargon of which you will never be the beneficiary.

You must read the fine print.
Reply #11 from JoeUser Forums Top
Sorry Phoon, but I'm still trying to figure out why a company that believes in it's products enough to place a lifetime warranty on them feels the need to then place exclusions on the application of the warranty.

Seriously, if you make a product you believe will always work, and you decide to go the whole mile and back it with a warranty that is good for the product's intended lifetime, then why place restrictions on the warranty?

Either you believe in your product or you don't. Either you want to keep end-users happy, or you don't.

Yes, it may seem like I'm blowing steam, but I am deadly serious in saying I'll never approve of another Belkin product purchase again. They could be the only company making a product and I'll find an alternative or eliminate the need for the product.

I don't appreciate companies that won't support their products. Hiding behind legalese and disclaimers is stupid. When the product is made, it's not like the product goes down a different shoot or into a different package that means it's destined for sale over the net, or destined for sale in a brick and mortar retail outlet. The warranty is applied as soon as the product is manufactured and packaged, and yet Belkin has decided that because one package wound up in a customer's hands through eBay, and another wound up in a customer's hands via say CompUSA, that they can treat the products (and the end users) differently.

Again, a warranty is a warranty. A good company, one that supports their products and customers, doesn't hide behind b.s. like this.

I remember hearing stories before of major chain stores that would take back goods that were never even purchased in those stores. Something along the lines of Nordstrom's taking back a shotgun that a lady claimed was purchased there as a gift. The company did it because they wanted to keep the customer happy, and they did just that. The customer kept coming back to the store to buy goods because she knew they would always support her.

There-in is my problem with Belkin. I used to look for their products because I knew of their warranty and how well they supported their product. They no longer do that, and because of that, I no longer need to purchase their goods, and will not support the use and purchase of their goods in my employ.
Reply #12 from JoeUser Forums Top
A LIMITED Lifetime warranty


I fully understand that as well. If I had taken the product and tossed it into a wall, I would not expect the company to support the product. I would have clearly abused the product, and would be forfeiting my rights to support of the product in doing so.

I respect my tech products though, and treat them kindly and gently. I don't abuse them, and don't do things that would cause a manufacturer to look at me or their product and decide immediately that they didn't need to support me.

I expected that Belkin would support their product because it's obvious in trying to use it that there's a faulty connector. I could open the thing up, probably tighten up the connector (as I had to do with a cheap alternative product in the past) and get it working, but I expected Belkin to stand behind their product and replace a clearly defective product that has clearly not been abused.

Too bad for me that Belkin choose to let their own technicalities get in the way of providing support. Instead of slamming them here, I could be praising them for going out of their way and above and beyond to support me.
Reply #13 from WinCustomize Forums Top
Your rant is pretty much just that... a steam vent and nothing more.


My thoughts exactly.
Your complain is about a mistake you've made and not about a company trying to cheat a costumer out of a warranty.
Reply #14 from WinCustomize Forums Top
If I had taken the product and tossed it into a wall, I would not expect the company to support the product. I would have clearly abused the product, and would be forfeiting my rights to support of the product in doing so.



How do you know that the person who sold you the product didn't throw it against a wall?
Reply #15 from WinCustomize Forums Top
Everyone knows that if you buy from Ebay then no warrenty comes with it unless the seller himself gives you a warrenty. Maybe you should have bought the product from an authorized retailer.
Reply #16 from WinCustomize Forums Top
Unfortunately, since I purchased the item from a third party, Belkin feels that they can void their own warranty and ignore their promise to their customer.

reality = you were not their customer for that item, you were that guy from ebay's customer.

Seriously, if you make a product you believe will always work, and you decide to go the whole mile and back it with a warranty that is good for the product's intended lifetime, then why place restrictions on the warranty?

So basically if you manufactured something and believed in it enough to put a lifetime warranty on it, then if I bought one and took a jackhammer to it you would replace it? free? And if I jackhammered the replacement? And the replacement after that? And so on until you have replaced it 5,000 times and yet only sold 1? At what point would you start putting restrictions on your warranty?
Reply #17 from JoeUser Forums Top
How do you know that the person who sold you the product didn't throw it against a wall?


That's an easy one - because the package (the clamshell packaging that is a p-i-t-a to cut into) wasn't damaged, depressed, bent, folded, spindled or otherwise mutilated.

regarding this stupid comment:

So basically if you manufactured something and believed in it enough to put a lifetime warranty on it, then if I bought one and took a jackhammer to it you would replace it? free? And if I jackhammered the replacement? And the replacement after that? And so on until you have replaced it 5,000 times and yet only sold 1? At what point would you start putting restrictions on your warranty?


Again, if the product is abused, then I certainly expect the warranty will be forfeited. Normally such abuse is damned easy to spot though. In this case the product wasn't abused. The only difference is that I purchased through someone other than a brick and mortar retailer.
Reply #18 from WinCustomize Forums Top
regarding this stupid comment:


stupid is as stupid does

then why place restrictions on the warranty?
Reply #19 from WinCustomize Forums Top


Weclome to the "REAL WORLD CITIZEN" There's more but I forgot which pill we took Hopefully you learned a lessen and won't buy through 3rd persons any more. BIG LOOP HOLE if you get what I mean .
Reply #20 from WinCustomize Forums Top

Please calm this thread down.

Venting is allowed to a point, but it needs to settle down - Please!

A small comment on "Lifetime Warranty":

Many people do not know that a Lifetime Warranty in the United States = 7 years, by law.

Most warranties are given to the original purchaser.

In the case of large chain stores (CompUSA, Office Depot, etc.) there is usually an agreement between the manufacturer and the store for special warranty considerations.

The economic reality of replacing items has hit many good companies, which has forced them to change their policies slightly. It is unfortunate, but we must live with it.

Purchasing directly from the manufacturer, or contacting them before purchasing elsewhere would always be the safest way to go.

terpfan1980,

Sorry you had a bad experience. I have a couple of Belkin cables which are well built and have served well.

Perhaps somewhere down the line, you may run into a situation where their product will once again look good to you.

Reply #21 from WinCustomize Forums Top
terpfan1980

yo man i agree with you man.......a lifetime is a lifetime!!
i work for HP and we have these these USB cables and you have choices of which you would like:
1.HP 6ft - $19.99 one year warranty
2.HP 9ft - $24.99 one year warranty
3.belkin 6ft - $16.99 lifetime warranty

so i usually sell the belkins and cut people a bit of a deal other then over charging them for a USB cable with a HP label....as we all know "a usb cable is a usb cable"

but recently i have been getting calls about people having problems with the cables and calling belkin for free cables or refurb cables in replacement....and being told there lifetime warranty is through HP....which it is not!
it clearly states on www.hpshopping.com .....lifetime.....

people are calling belkin and being told to call us buy belikn reps?


i cant really speak from a personal point...but i deal with many people like you at work and its gotta suck to feel cheated....

life lesson #21 - NO MORE BELKIN!


cityboy
Reply #22 from JoeUser Forums Top
Let me turn this around a bit on those that are thinking I'm so wrong here.

If I purchase this item at CompUSA and Belkin then supports me without me having to go back to CompUSA to get the item replaced, then how is the warranty not being treated "specially"?

What right does Belkin have to tell me -- as a customer -- where I am entitled to purchase their product and still get support from them (the manufacturer) without having to go back to through a third party for support?

How is what Belkin is doing not discriminatory against smaller vendors (which opens an interesting point, perhaps the complaint should be one of Belkin acting in a monopolistic way...) and against customers of those vendors?
Reply #23 from JoeUser Forums Top
Most warranties are given to the original purchaser.In the case of large chain stores (CompUSA, Office Depot, etc.) there is usually an agreement between the manufacturer and the store for special warranty considerations.


The problem here would be the concept of original purchaser. If the person that I get the item from is a dealer, and never used the product, than they should be not be the "original purchaser," they would merely be a retailer.

The end user should be considered the purchaser, but of course it all comes down to how much someone wants to argue over the legalese that Belkin's Corporate Lawyers have included in their warranty.
Reply #24 from WinCustomize Forums Top

What right does Belkin have to tell me -- as a customer -- where I am entitled to purchase their product and still get support from them (the manufacturer) without having to go back to through a third party for support?

They do not have any "rights" to control where you purchase a product.

They do however, have the right to set up their warranty as they wish. It seems fairly clear in the link that Phoon provided that there are certain limits in their warranty - which appear to remove any warranty support for items purchased on e-bay (at least as far as return authorizations are concerned).

If you had been armed with the information concerning non-returnable items, would you have still purchased the item via e-bay and expected it to be returnable?

I have been on the receiving end of a changed - or unknown to me - limitation in a warranty, and had been upset as well. The reality is that though a company can decide to provide assistance uncalled for in the warranty to appease a customer, it does not mean the customer should expect them to go beyond the bounds of the warranty each time.

Reply #25 from WinCustomize Forums Top

The problem here would be the concept of original purchaser. If the person that I get the item from is a dealer, and never used the product, than they should be not be the "original purchaser," they would merely be a retailer.

I believe it would depend on whether the seller purchased the item, or was a distributor.