Furious customer here!! For several MONTHS I have been battling with Arris for a refund for a modem that failed within one year of use. They refused to refund, as the product was not purchased directly through them. (A very unfair policy that leaves most consumers at a loss, as most merchants will not accept faulty tech merchandise and will just tell you to contact the tech company directly).
So, they sent a replacement instead. This sadly failed to work within ONE week of use! Clearly there is a problem with their products (as I’ve now seen from lengthy searches on this forum and online, including a class action lawsuit in 2017). There seems to be a significant number of issue with their products and compatibility with Xfinity.
Compounding this, the customer service experiences I have had have been HORRENDOUS, including empty promises to return calls; no direct line offered to the senior rep, Priya, I have been fruitlessly working with, requiring a minimum of 30 minutes per call as junior staff has to read through my entire case and escalate; asking me to pay for the return shipping fee for their defective product; and insinuating that my internet speed is the issue and that I should have it reduced (seriously, Arris?!).
I am sharing this as a BUYER BEWARE warning and will be reporting this to
my local consumer protection office.
