ComplaintsforArris Interactive L.L.C.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been in contact with Arris since 8-19-24. My modem has been overheating with no explanation given. I have had a total of 3 units shipped to me. Again they replace replace replace. The last time ai called them on 9-6-24 they told me they could not ship out any more modems. The unit needs to be checked internally. Finally on 9-23-24 Arris replied the following. ARRIS ************* From:************************************************************************************************************************************************************** Mon, Sep 23 at 3:39 PM Dear ****,Thank you for contacting ARRIS ************************* I will be happy to assist you...We would like to inform you that your Arris device is not listed on **************'s compatibility list, and it is not a hardware issue with the device. Therefore, you will need to check with your service provider regarding the device's compatibility with their service.If you need immediate assistance or information on ARRIS products, please contact ARRIS ************************ at **************. We are open 8 am - 6 pm PT, Monday Friday, closed on Saturday and Sundays.For information on ARRIS products, we invite you to visit our website at: ************************************* This dated I called **** Media and they tell me it is compatible with ****.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased an Arris Surfboard S33 for $200 on April 1, 2023. It is under warranty still but they will not send me a new product unless I pay high fees for shipping ($50). This leaves me without internet for several weeks while I have to send my current device back and then they ship me a new one after my current one is received and processed (this is the alternative they offer). They claim that is resolving the problem, but they should not be making me pay more money in order to have internet again in a timely fashion. I'd rather just have my money back at this point so I can buy a product that doesn't fail.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On December 31, 2023 I purchased an Arris Surfboard Modem model SB6190 from Best Buy in *********** **. On January 5, 2024 I connected the modem to my computer system, contacted my ISP to register the new modem and contacted Arris for activation. In a few minutes, I had activation and could use the internet. I used my computer again on January 8, 2024 for about 1 hours with no internet problems. On January 10, 2024 I had MAJOR problems with internet connections. This modem was now constantly dropping connections. For the next several days I called the tech support line and nothing they did helped. I went to Best Buy to return the modem and they told me that it was several days passed their 15 day return policy and that now I needed to get my refund or replacement from the manufacturer. I contacted Arris.com and was told that I needed to ship the modem to them to receive a refund. On February 26 Arris received the modem that I sent. I did not receive a refund, instead, in March, Arris sent me another modem. I set this modem up and it did not work as well as the first one. This modem did not connect for one day, was extremely hot to the touch and when I input the serial number, it shows that this was not a new modem, but a refurbished modem.In March, I spent several days going back and forth with people from Arris tech support giving them information regarding this second modem. The last person I spoke with was in May. This woman from tech support had me on the phone for 45 minutes asking me the same questions over and over about the modem. I explained to her that at this point, I have a modem from a different company. I could not wait all these months until they decided to return my calls/emails. As of May, each time I email them, they return with an email stating that they tried to contact me. That is not true.If possible, I would like a refund ($86.70) or at least a partial refund. I will gladly return the modem.

  Business response

  08/05/2024

  Dear Sir/*****,
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding a refund request for her SB6190 cable modem.
  
  Our Consumer Support team provided support in good faith.  According to our records, on February 13th ******************** reported the modem was losing Internet connectivity and it no longer powers on.  We processed a replacement after troubleshooting was exhausted.  An RMA confirmation email is sent after the order was created.  We provide like-for-like replacement and issued a new replacement unit, not a refurbished unit. 
  
  On March 6th, ******************** contacted our phone support to report the modem was too hot to touch.  We offered a supervisor to call back, but she requested a follow-up by email before ended the call.  Our supervisor reached out to ******************** 6 times between March 7th - March 13th, 5 by email and one by phone.  We were unable to leave a message during the call back because the mailbox was full. The case was closed because we were unable to reach ********************.   We do not have records after March. 
  
  Per our policy, we do not provide refunds for products purchased directly from a retailer. Refund request will need to be submitted to the original place of purchase. Per customer satisfaction, we will issue a refund in an amount of $86.79 as a one-time courtesy.  We will email a pre-paid return label from *** and will process the refund check after the return unit is processed.  ******************** can call our Consumer Support and provide case number 2403-11317 for a status update.  

  Regards,
  ****************
  Vantiva

  Customer response

  08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I dropped the modem off at *** on August 8, 2024.  The modem is on its way back to Arris Interactive L.L.C.. Arris claims that once they receive the modem, they will issue me a full refund.
  
  Sincerely,
  
  *******************************

  Customer response

  08/28/2024

   
  Complaint: 22062406
  
  I am rejecting this response because: Hello, I am writing regarding a complaint I filed at the beginning of August. I had a modem from Arris (that kept dropping calls) and wanted a refund. My complaint ID was: ******** This is part of the response I received from Arris: Per customer satisfaction, we will issue a refund in an amount of $86.79 as a one-time courtesy. We will email a pre-paid return label from *** and will process the refund check after the return unit is processed. ******************** can call our Consumer Support and provide case number 2403-11317 for a status update. Regards, **************** Vantiva I returned the modem by *** with a label sent to me by Arris. According to the tracking number (*** tracking # 1ZHF78959027496128 ) the modem was received by Arris on 8/13/24. 08/13/2024 1:33 P.M. Delivered DELIVERED FAIRVIEW, **, ** 08/13/2024 9:28 A.M. Out for Delivery Out For Delivery Today ********, **, ************* I have not received a refund. I call this number ************** from ****** GA to inquire about the refund and no one answers. I call this number **************** and am told that they can help me as this is the number for tech problems. I know that my case/complaint is considered closed. It was closed after I agreed to their response. Now they have their product back and have not issued a refund and I have no way of getting in touch with them. Is it possible that the Bureau can help me with what to do next? Thank You, *******************************
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a defective product from them on Amazon.com for $52.06 on Jan 16,2024, so I contacted arris support to refund the item and they said because I was still in warranty it was refundable through Amazon, but the amazon return window is closed. I informed them of that and they said they dont do refunds. I just want my money back. Order# ***-7140098-5094622

  Business response

  02/28/2024

  Dear BBB,
  
  It is our policy that we do not provide refunds for products purchased directly from a retailer.  The refund requests are directed to the place of purchase.
  
  Per customer satisfaction, we will issue a refund as a one-time courtesy. We will require a valid proof of purchase of the SB6183.  Our supervisor will reach out to ************** to begin the refund process. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product (modem) those not perform as advertise in the box. Contact tech support and no resolution found. Support did acknowledge the item does not support the speed from the ******** Service Provider (ISP). The modem box shows support of speeds up to 1 Gbps and shows the logo of my ******** Provider (Xfinity) Tech Support promise of a return call after 24 hours and as up today, I have not receive a call back.Can not return product to the vendor (Best Buy) since the 30 days return policy expired. All I am asking from the manufacturer refund and pre-paid label to ship item back to them.

  Business response

  02/09/2024

  Dear Sir/*****
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding the SB6190 not performing as advertised with Xfinity 1 Gbps ******** plan.
  
  The SB6190 is performing as advertised on the packaging.  The information on the box includes the modem's capable download speeds of up to 1 Gbps with an "i" footnote and includes the compatibility with major U.S service providers with ***, Spectrum, Xfinity names listed as examples.  We do not advertise the compatible internet speed for ***, Spectrum, and Xfinity providers. Instead, a footnote was added to the "up to 1Gbps" which includes the following statement on the box to set expectation with users to check with the cable providers for compatibility with the provider's ******** speed. 
  
  "Broadband cable service is required to use this product. DOCSIS 3.0 service is required to obtain the channel bonded upload/download rates. Data speeds are based on DOCSIS 3.0 specifications.Actual throughput, upload and download speeds will vary and are affected by several factors including, but not limited to, the capacity of your cable operators network, the services offered by your cable operator, your speed tier subscription, cable and ******** network traffic, your computer equipment,type and capacity of ******** servers, number of connections to your ******** servers, and availability of ******** router(s). ARRIS cannot guarantee the availability, reliability, or performance of the broadband service used. ************* providers may offer varying levels of services for this product. Full or partial use of the features and functions of this product are determined by your cable ******** service provider. Please contact your cable operator for their ability to provide broadband services to this product and support the features and functions of this product."
  
  We provided a callback today at 3 PM Pacific Time and unable to reach *************  We left a voicemail with our phone number and business hours.  We will make additional call backs to *********** with a final resolution in the upcoming days.   
  
  Should you have any questions or need additional information, please contact me at ************.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ** April ARRIS SBG8300 modem Router will use about **** GB and ********* Control Panel at 787 GB this month so estimated 840 GB this month accurate.. ********************************* modem Defective? March I used XFINITY modem Router 840 GB month XFINITY Teck installed the ARRIS Modem I have 100% never left my Apartment in 2 months and 100% nobody else has entered the Apartment except XFINITY Teck Install... I turned off disabled all WIFI connections and permanently only use DSL cable... Arris Phone Support put me on hold 10 minuets and never connected ****************************************************** Chat doesn't help and disconnect anyone they don't like *********************** also has terrible support I'm disabled and cant leave my apartment to Print a return shipping label and request Arris mail me one. XFINITY gave me a free modem has unlimited Data then adding ACP Affordable connect to XFINITY creates a Brand New Order many times upgraded my Service and mailed me TV box and 2 extra Modems contact XFINITY 20 times to fix the bill took 2 weeks so I'm afraid to order another free Modem

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction: *****************# ***-9780333-5621047 via Amazon. Item: Arris Surfboard Router SBG7400AC2-RB I bought this item not knowing it was already faulty and the ***** chipset provider has been sued for this already, reference: ********************************************************************** The modem I bought is already present in that list. For a whole year I kept calling my ISP ********* to fix the problem, they came in multiple times but found nothing in the network faulty. But the router keeps dropping network, and WFH has been unbearable since I bought this. I never doubted the modem knowing the reputation Amazon holds, but here I was surprised Amazon was ready to sell a faulty product, which is known publicly. I bought another router, and have been using that, but I learnt about the existing defects now, and hence filing the complain now. All I'm looking for is give me a refund for lying and deceiving me by selling this defective product to me.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Customer support has been contacted multiple times in regards to the defective equipment and has not been able to correct and/or resolve the issues at hand . This is a new device that is currently covered under a manufacture warranty. I see from the BBB past complaints with others that have purchased this item that they have had the same issues therefore, I am filling out a complaint with the BBB in hopes to get this resolved. Thank you.

  Business response

  01/31/2023

  Im the escalation manager who handles BBB complaints on behalf of CommScope.   Please find our correspondence to BBB Claim ID ********.  I attached the scanned letter from BBB and my response letter 18656420.PDF. 

   

  Im currently the complaint handler on the behalf of our company for BBB throughout *****************.  Will you be able to update the business profile for BBB of Metro Atlanta, ****** & NE ******* locations? 

   

   

  Kind regards, 

   

  *********************;

  Sr Supv, Technical Support Eng 

    

  ARRIS AND RUCKUS HAVE JOINED COMMSCOPE 

  Office: *************** 

  Email: *****************************

   

   

  
  

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Modem still under warrranty has faulty F-Connector/socket for coax as the center of the port has fallen out, phone support refuses to issue replacement for modem stating it's "maniupluation of the device" when in fact, it's just a faulty connector. I'd just like the modem replaced under warranty.F-Connector/Socket is still fully attached to unit, just center plastic has fallen out causing uncorrectable errors on my modem, as the center conductor is no longer shielded properly.

  Business response

  03/02/2022

  BBB of Metro Atlanta, ****** & NE *******
  235 *****************
  Suite 900
  *******, ** 30303
  
  Re: *******************************
  1037 **************************************************************** 60613
  
  Case Number: 16687145
  Date of Notice: January 28, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Warranty Replacement.
  
  On February 18, 2022, I spoke with ******************** regarding the replacement request for the faulty connector on the modem.  ******************** is entitled to warranty replacement which was processed on the time of the call.  I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  ****************
  CommScope

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Arris Gateway Device ************* S/N-6C43 X727 **** 084, is defective or faulty and spoke with customer service agent over phone they provided a case number and a deal with it attitude and didnt provide proper resolution to purchasing a bad product and offer refund or something. Horrible service, products and customer service.

  Business response

  02/25/2022

  Please see attached

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩