Clear thinks this is fair….. ‘No Refunds’ – User Submission by Michael

There used to be a Clearwire store in town. That’s where I got my modem and used the location for occasional help. They closed it. After months of very slow speeds (I conducted numerous tests on speedtest.net) and being bummed that I couldn’t watch the on-demand subscription for this year’s Giro d’Italia without constant buffering interruptions I contacted Clear via their website and ‘chatted’ with the service rep/tech in an attempt to get the problem resolved. I couldn’t get over 1 lit LED light, sometimes intermittently 2 lights. I tried all of the FAQ’s repeatedly—made sure the modem was at least 3’ away from other electrical devices, turned the modem every which way, re-booted everything, cleared the temp files in all of the browsers, checked my laptop configuration— none of it helped. None of it. I told the service rep that my best download speed was 1.47 Mbps and the best upload speed was 0.20 Mpbs. “That’s acceptable”, says the rep. “Not for me. I can’t even watch a youtube video without constant buffering”, I replied. “I’m going to need to get another ISP. I’ll need to cancel my service then.”
So, they switched me to another person. They put me on hold for about 10 minutes. Came back, “Your service has been cancelled.” I ask about a pro-rated refund for the 25 days of the month that is remaining that I pre-paid for. “No refunds”, was the reps answer. “Do you think that that is fair?”, I ask. No response. Zilch. “What should I do with the modem?” I ask. “We don’t want it. We don’t use that model anymore”.
That’s it. That’s Clear’s idea of service. No attempt to save an customer’s business (I’ve been with them for over 3 year—not that it matters to them, obviously), by offering to update the equipment—no offer to even see if the modem that I had was defective. Nothing. And the idea that they might actually refund any portion of the balance credit for the remaining month that was unused… I must be delusional I guess. I always thought that when you keep something that’s not yours it’s considered theft. I guess I just don’t see Clear enough!