Incredibly unprofessional customer service where they pretend to help, promise you the world and deliver nothing!  I had bought the Deco X60 wifi 6 set to replace a perfectly working netgear orbi mesh system thinking this was going to be that much better solution for many devices and multiple years.  Well I received my set Dec.4th, setup with app and through the house was easy but on day two I noticed my satellites would go red? stopped receiving signals for maybe 20 minutes then go green again all on their own, I of course updated latest firmware, few more days even the router would drop (go red).  I stupidly though maybe the system would normalize, i searched online in vain hoping to find some fix in some forum cause I REALLY wanted this system to work (so many good reviews on Amazon), finally I was beginning to lose hope BUT I had until jan 31st to return my set to the retailer and thought I would try TP Link support.  After back and forth a week or so with customer service providing me with templated solutions to try (i.e is your satellite too far from the router?) my house is small <2000 sq feet each satellite is 18 feet away from each other, walls are drywall so should be no issues? 

Finally after getting no closer to a solution and my return date coming closer I asked to escalate.  Lo and behold an engineer (Peter) reached out to me and set a time/day to access my system (via team viewer) so he could try and diagnose the issue.  This to me was a wow moment~ I watched Peter try out different apps and system fixes, we logged into each router and satellite independently and finally he realized 5g was not working on one satellite and the brand new Deco 60 was defective.  He is authorizing an RMA so they could get my units back for analyzing for future avoiding same issues.  All good right?

I get a reply some days later from Ling B asking me to email proof of purchase and photos of serial on all devices (I had done that four times already) but okay. She then replies more days later and says she received approval to send me the unit and I could send mine back once received.  More days nothing.  I email back.  Asked to send photos again which I did. More days past.  Nothing! By this time we are in February and I cant return to retailer (Amazon).  I go out and buy Orbi wifi 6. Setup in 10, all works perfect.  End of story.  TP Link units in trash.  TP Link dead to me (I have been buying TP Link for 25 years).

I dont know if this is a COVID related case of poor service, understaffed? under trained? but man was this a bs experience nonetheless.