My Clear Experience – User Submission by Brandon B.

I bought a Clear modem almost 2 months ago. It was ok at first but the speed started to drag after the first month. After I paid the second bill, the modem stopped working. It would charge and turn on but not stay on. I contacted the customer service reps and they went through some trouble shooting. Ultimately, they said that I had the option of paying an up front fee to get a new modem in 36-48 hours or I could wait 2-3 weeks. Neither option seemed to be worth the trouble. I wanted to return the product and get my money back. I went to a Clear dealer to see if it could be swapped out but I would still have to pay and wait. I talked to IT again they escalated the issue to a manager. He told me it was a firmware issue after we were well into the conversation. My major issue with that is if it is a firmware problem then they know the product is defective and why wasn’t it available before my modem malfunctioned? This seems like they are trying to get out of holding up the warranty. The service is also slow so I will look else where but this is an annoying situation.