u/Upbeat_Initial_5343

Since weeks I am writing to the customer support and receiving one email a day.

Case being escalated to 3 different people.

Still no one is taking a decision.

I had to do a return for a defective RAM (worth 1600 dollars), rma #2008974631>

1. Their chatbot messed up the UPS label.
2. The package was delivered to another person.

Everything is documented and clearly stated. I used their label, and UPS tracking says the delivery to a different person name in another place.

Neverthless they are just telling me to wait and case being escalated since 15 days to different people. I receive just one email a day telling me to wait.

This support is a joke

Hello,

I got 2 years ago a phone with them so I got stuck in a 3 years contract. I had all the time connection not at 10Gbps promised. They relay on the fact that users do not consume more than 40Mbps usually.

All the time I do the speed test with their app, it says my modem gets 8Gbps, but trying to have my phone or laptop next the router, it does not go beyond 100-200 Mbps (Wifi 7, last model of Mac and last iphone). When is rush time, like at 6 after work, it gets max 40Mbps, so clearly they are limiting based on availabilities. They know that most users do not use ethernet cables.

I made pictures for about 3 months of this and documented. They do not want to close my contract before the end of it, and at the same time they use as only metric what the router receives, justifying that there could be walls for the wifi, but I tested with the phone and laptop literally next to the router.

They mentioned that I am not allowed to have a different router than the one provided.

P.s. I pay full price, 85chf a month, no discounts.

P.p.s. They even let me pay for a new router saying that was more advanced (160 CHF), same problem.

Do you think I have a case?

UPDATE> After my lawyer sent the proof by email to them, I am getting constantly 500 MBps over wifi. I think the router is hacked.