Bests & Worsts Reviews from Amazon

God how I hate this useless, brick of a product, and the uncaring, backward facing company that made it. After three months, my Arris DOCSIS 3.1 modem died. Three months. It took me quite a while, working with my service provider, to confirm that the modem had killed my network, but confirm it we did. We verified everything from signal strength coming into the modem to two way communications between the modem and my ISP. It had basically bricked. So I ran out to my local computer store and purchased a replacement modem because I didn’t want my internet to be down for days on end while I was trying to get the original modem replaced. It’s a good thing I did that, as you will see. Anyway, the minute I plugged the new modem I bought in and had it provisioned, my networks popped back into existence. This was ABSOLUTE CONFIRMATION that the modem was at fault. OK, that was inconvenient enough considering it was basically a brand new modem, but it got much worse. Although I had purchased a new modem, I thought I would at least get a replacement for the old modem since it was still under warranty. I could just keep it around as a backup in case I had an outage again. So I called Arris. Great God almighty, their customer service is a grist mill. I spent over an hour on the phone trying to get them to send me a replacement modem. Instead of just accepting that I had a faulty modem, they INSISTED I run test after test, crawling around behind my equipment, rerouting cables, running diagnostics, resetting the modem, rebooting my computer, everything short of crawling through snake infested sludge. Finally they asked me to call my service provider and re-provision the old, defective modem so they could run some other feeble test. I refused, but the moron on the phone, script burned indelibly into his brain, kept repeating over and over again “but that is the next step.” Technician wanna cracker? It wasn’t until I finally got a manager on the phone, and dug my heels in that they agreed to send me a replacement. Thank God I had bought a replacement. To get a replacement sent out immediately, Arris wanted me to pay an additional fee. Seriously? Bringing down my network and wasting an hour of my time on the phone wasn’t enough? Since I now had a working modem, I took the “standard” option in which I have to send the old modem back and then wait 7-10 more days to get a replacement. Now that’s some customer service! Nothing like being without your internet for weeks on end because of a crappy piece of equipment. I just don’t get it. Why not just say “I’m sorry you had this problem. Since replacing the modem made the problem go away, you obviously have a defective modem. We’ll just send you a new one.” I could then send them the old modem and they can run tests and diagnostics till the cows come home ... on THEIR time, not mine. Even if they can fix it, and it wasn’t really broken, so what? Reset it, and sell it as a refurbished product. They get money back from the product, and the customer, me, is happy because I got a quick replacement. Instead, they treat you like you’re an evil villain trying to get a new modem out of them for no good reason. Bruhahahaha!! I will control the world with replacement modems! No one can stop me now! Sheesh. So here’s the bottom line. Arris makes crappy, unreliable equipment that bricks, and getting a replacement from them is like trying to convince the devil to take communion. Their idea of service is leaving the customer with a water boarding experience. If you want a modem that actually works and that the manufacturing company will stand behind, better keep looking. You’re wasting your time here.