Reviews

Review Details

• Review fromHong Q

  Date: 12/15/2023

  1 star

  Hong Q

  Date: 12/15/2023

  I bought arris modem Aug. 30, 2023, and by Dec. 13, it stopped working. After I worked with their support, we confirmed it is a defect product. Now I am left with 2 options:Standardized replacement or advanced replacement. The Standard Replacement option: With this, you ship your product to us first. Once we process your return, we will ship your replacement which can take up to 7 business days for delivery.The advanc?ed shipping fees are: - $20 for Advanced Ground, which can take up to 7 business days for delivery - $25 for ************* which can take up to 5 business days for delivery - $50 for ***************** which will be delivered 1 business day by 5 PM, local time if processed before 12 pm Pacific Time. Which option would you like to use It is a defect product, and it is disruptive because I cant work from home with it anymore. I feel they should allow refund with such product, so that I can buy new modem and continue to work. I will not buy their product again.

  Vantiva

  Date: 12/19/2023

  Dear *******,
  
  We appreciate your feedback and apologize for the issues that you were experiencing with the SBG10.  Regarding your request for a refund option, all refund requests would need to be discussed with the place of purchase.  Our limited warranty covers like for like replacement after we troubleshoot the product and deemed the product has malfunctioned.
  Again, we sincerely apologize for any inconvenience that you have experienced and greatly appreciate your feedback.  If you experience any issues with your replacement SBG10, please do not hesitate to contact us.
  
  Regards,
  ARRIS Escalation Team

• Review fromDaniel K

  Date: 11/28/2023

  1 star

  Daniel K

  Date: 11/28/2023

  Arris does not support their products adequately. All network setups must be done through app, bit app is very glitchy and they dont issue updates to resolve issues. They must be aware due to feedback online. I tried calling support twice this evening, and both times, once I stated my complaint, the call disconnected. Did they hang up? Who knows, but it sure felt that way. I have a modem that is working but I cant control on the app any longer. I attempted to add a WiFi mesh system tonight but the app could not correctly process the steps to set up, and the device flashed color patterns that were not described in the user manual I found on their website. With no ther recourse, I called tech support, but again, I was twice disconnected. I am returning the WiFi mesh system, but still cant establish my gateway on the app. If this company is ISO9001 certified, that cert should be revoked until they can resolve their quality and support deficiencies.

  Vantiva

  Date: 12/06/2023

  Hello,
  
  We apologize for the inconvenience that you have been experiencing and would like to thank you for sharing your feedback.  We will be contacting you via email to try and assist with these issues.
  
  Regards,
  ARRIS Escalation Team

• Review fromeric d

  Date: 09/08/2022

  1 star
  i called their support to retrieve my password or at least reset it. sure, my warranty was up a couple months ago. I should be able to do a password reset...surely. NOPE. They stated i would have to purchase their support, by paying ***** and up. I told them this does not sound right and I wanted to verify that i can OWN the modem but I am not allowed to access it unless i pay what they are requesting. Thanks to our modern technology, my smartphone Transcribed the whole call and the subsequent calls. The agent confirmed that i was correct. I have to pay for my password. i ended the call and called back so i could speak with a supervisor, after transferring me, the next person just stated the same thing. I specifically asked to be transferred to his supervisor, he stated that "he was", and that anyone else is going to tell me the same thing. I calmly and politely asked him over 4 times to transfer me to his supervisor, He REFUSED everytime. He stated that "he was the end of the line that there was no one else". i knew that this was not right. everyone has a boss. So i called back again. this time in the main menu i did not dial tech support. I calmly informed the person i was speaking with that i specifically wanted to speak to a supervisor in the HR dpt. Instead of doing that, the person transferred me to tech support, when this person answered. I immediately asked who he was a supervisor for...He stated tech support. I apologized and informed him that i got transferred wrong, and that i was seaking the HR dpt. He was like, oh! So nobody got me to the place i was requesting. I went online to research how to reach anyone from the HR dpt, this was a joke. could not find anyone except the upper chain of command, which is public info anyway. so I sent an e-mail stating the above issue to *********************** senior vp and chief HR officer. i am not holding my breath on ANY reply, from her or whomever to resolve this issue. An apology for the way this was handled would be nice