by Linda
(Denver CO)
I purchased a usb modem online (for broadband internet) and as soon as it was received, the nightmare began! I have never experienced a more frustrating attempt with customer service as I have the past 2 weeks with their representatives.
The modem was shipped to my daughter's address, and I received the modem on July 12. I called the number provided as I could not get the item to load in my computer on July 13th, and I was told someone would call me back within 24 hours. I did not receive a call back so I called again on the 16th and was told the same thing, again no call back. I called on the 18th, 19th, and the 20th. All 3 times I was promised a call back and was told how sorry they were I was not getting help. I was told on the 20th to please allow 24 to 48 hours, after the weekend.
It's now the 25th, and I still have not received a call back. I called again. I stated I wanted a refund as I have set up with another provider that actually was able to help me with great service. I told the i-Wireless rep that I realized there was a 14 day timeline, but I spent 14 days waiting for help. She said she couldn't give me a return auth#, but she could have someone call me back!
What choice did I have but to once again give her my phone number, then she asked for the phone # I was using for the modem, when I told her I never set it up because I couldn't get help her response amazed me. She stated, "Well that's why you probably never got a call back, and without that information, I can't request a callback and I can't help you." How do you reply to that?
So I attempted to respond to the cust serv email address on the shipping confirm I received in my email, and that address was invalid. So they have my 53.00 and I have a worthless modem. I am angry and feel cheated, but will pursue all options to get my money back. Next step, the better business bureau!