Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been looking for a device to secure my WiFi network on the internet. Came across this company. Started watching their videos. Sounded really good, because one of their senior reps that is really good at selling it to you. Explains al the benefits. So I've purchased two items from a third party, just to find out that support for one of the items kind of ended, because Adobe Flash isn't supported in browsers anymore. So the only solution was to reach out the company and ask them to help me log in. Upon my request the company asked me for proof of purchase and serial numbers, which I have provided. Then a certain rep said that he will get back to me. From that point it was non stop headache. Every time I got a response from the company it was from a new rep. ** least once they closed the case without waiting for my reply. Every time I spoke to a new rep that started questioning me from the beginning for proofs of purchase. In the end they just stopped responding. I told them that I will provide copies of the e-mail for public to see how I was treated. IN my opinion this is the absolute worst service I had experiences from any company in my lifetime. Absolutely disappointed, because now I am stuck with two bricks that cannot be activated and I cannot get support for. Waiting for response from sellers, so far nothing. So the money was pretty much thrown away because of the awful customer service of **********************. I will let the world know how they treat their customers. Because people should know who they are signing up for and how the company is treating it's customers. I have all the proofs in my e-mails.

  Business Response

  Date: 02/22/2024

  Extreme Networks (Extreme) has thoroughly investigated this complaint and has additional facts to help clarify this situation. Extreme products are sold and distributed through authorized partners and resellers. Because the products in this case are used products acquired through a third-party gray market, there is no valid warranty or support contract (confirmed with the two serial numbers *********** and 04102212120523). Access to the Extreme Support Portal requires equipment having a valid warranty or support contract, and Extremes published warranty policy is that warranties only apply to the original end user purchaser and are not transferrable. Please refer to our Standard Product Warranty terms for details (**********************************************************************************************************). To have used/secondary market equipment re-certified, Extreme has a process that can be followed, accessible via this page (**********************************************************************************************************).
  
  When ******************** contacted Extreme Customer Support on February 1, 2024, the support representative informed him of this policy. Some options that Mr. ******** may choose to explore are: (1) attempt re-certification as noted above; (2) purchase an Extreme product through an officially authorized channel; or (3) seek assistance from whichever party sold him the used equipment. Unless there are any unknown facts that have not been brought to our attention, Extreme considers this matter closed.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21284529
  
  I am rejecting this response because on the listing of this product nowhere does it say anything about recertification or grey market whatever that means. Their customer service kept going in circles. No one said anything about recertification. If it takes writing to BBB to get a response from them, I want nothing to do with them anymore and I will show proof in my e-mails to people. I was told by one agent to wait a few days, as he had asked, so that he could look into it. He made a promise that he would call me back. He never did.  Instead I started going around in circles, because every new agent asked me to start from the beginning with receipts and proof of purchase. This is the worst company in my experience that does not support their own products. I am completely dissatisfied with and will never buy or pay one cent for any of their products or services. They are the absolute worst! Am I going to return whatever products of theirs I can return, the rest is going into trash, where it belongs.

  Extremely bad company, awful and unclear terms and conditions. Awful communication with the customer service. Really bad experience! The worst!

  
  Sincerely,
  
  ***************************