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Business Profile

Marketing Consultant

Arris Interactive L.L.C.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Marketing Consultant.

Complaints

This profile includes complaints for Arris Interactive L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Arris Interactive L.L.C. has 4 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/25/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Product (modem) those not perform as advertise in the box. Contact tech support and no resolution found. Support did acknowledge the item does not support the speed from the ******** Service Provider (ISP). The modem box shows support of speeds up to 1 Gbps and shows the logo of my ******** Provider (Xfinity) Tech Support promise of a return call after 24 hours and as up today, I have not receive a call back.Can not return product to the vendor (Best Buy) since the 30 days return policy expired. All I am asking from the manufacturer refund and pre-paid label to ship item back to them.

      Business Response

      Date: 02/09/2024

      Dear Sir/*****

      This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding the SB6190 not performing as advertised with Xfinity 1 Gbps ******** plan.

      The SB6190 is performing as advertised on the packaging.  The information on the box includes the modem's capable download speeds of up to 1 Gbps with an "i" footnote and includes the compatibility with major U.S service providers with ***, Spectrum, Xfinity names listed as examples.  We do not advertise the compatible internet speed for ***, Spectrum, and Xfinity providers. Instead, a footnote was added to the "up to 1Gbps" which includes the following statement on the box to set expectation with users to check with the cable providers for compatibility with the provider's ******** speed. 

      "Broadband cable service is required to use this product. DOCSIS 3.0 service is required to obtain the channel bonded upload/download rates. Data speeds are based on DOCSIS 3.0 specifications.Actual throughput, upload and download speeds will vary and are affected by several factors including, but not limited to, the capacity of your cable operators network, the services offered by your cable operator, your speed tier subscription, cable and ******** network traffic, your computer equipment,type and capacity of ******** servers, number of connections to your ******** servers, and availability of ******** router(s). ARRIS cannot guarantee the availability, reliability, or performance of the broadband service used. ************* providers may offer varying levels of services for this product. Full or partial use of the features and functions of this product are determined by your cable ******** service provider. Please contact your cable operator for their ability to provide broadband services to this product and support the features and functions of this product."

      We provided a callback today at 3 PM Pacific Time and unable to reach *************  We left a voicemail with our phone number and business hours.  We will make additional call backs to *********** with a final resolution in the upcoming days.   

      Should you have any questions or need additional information, please contact me at ************.

    • Initial Complaint

      Date:04/27/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      ** April ARRIS SBG8300 modem Router will use about **** GB and ********* Control Panel at 787 GB this month so estimated 840 GB this month accurate.. ********************************* modem Defective? March I used XFINITY modem Router 840 GB month XFINITY Teck installed the ARRIS Modem I have 100% never left my Apartment in 2 months and 100% nobody else has entered the Apartment except XFINITY Teck Install... I turned off disabled all WIFI connections and permanently only use DSL cable... Arris Phone Support put me on hold 10 minuets and never connected ****************************************************** Chat doesn't help and disconnect anyone they don't like *********************** also has terrible support I'm disabled and cant leave my apartment to Print a return shipping label and request Arris mail me one. XFINITY gave me a free modem has unlimited Data then adding ACP Affordable connect to XFINITY creates a Brand New Order many times upgraded my Service and mailed me TV box and 2 extra Modems contact XFINITY 20 times to fix the bill took 2 weeks so I'm afraid to order another free Modem

    • Initial Complaint

      Date:02/06/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Date of transaction: *****************# ***-9780333-5621047 via Amazon. Item: Arris Surfboard Router SBG7400AC2-RB I bought this item not knowing it was already faulty and the ***** chipset provider has been sued for this already, reference: ********************************************************************** The modem I bought is already present in that list. For a whole year I kept calling my ISP ********* to fix the problem, they came in multiple times but found nothing in the network faulty. But the router keeps dropping network, and WFH has been unbearable since I bought this. I never doubted the modem knowing the reputation Amazon holds, but here I was surprised Amazon was ready to sell a faulty product, which is known publicly. I bought another router, and have been using that, but I learnt about the existing defects now, and hence filing the complain now. All I'm looking for is give me a refund for lying and deceiving me by selling this defective product to me.

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Customer support has been contacted multiple times in regards to the defective equipment and has not been able to correct and/or resolve the issues at hand . This is a new device that is currently covered under a manufacture warranty. I see from the BBB past complaints with others that have purchased this item that they have had the same issues therefore, I am filling out a complaint with the BBB in hopes to get this resolved. Thank you.

      Business Response

      Date: 01/31/2023

      Im the escalation manager who handles BBB complaints on behalf of CommScope.   Please find our correspondence to BBB Claim ID ********.  I attached the scanned letter from BBB and my response letter 18656420.PDF. 
       
      Im currently the complaint handler on the behalf of our company for BBB throughout *****************.  Will you be able to update the business profile for BBB of Metro Atlanta, ****** & NE ******* locations? 
       
       
      Kind regards, 
       
      *********************;
      Sr Supv, Technical Support Eng 
        
      Office: *************** 
       

      Customer Answer

      Date: 01/31/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **************

    Arris Interactive L.L.C. is NOT a BBB Accredited Business.

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