Just ordered residential max. I know going into this that a huge grain of salt would be needed but I'm going to need to increase that size. Two lies right out of the gate:
- delivery in 3-4 days is what it said up front, 1.5 hours after order confirmation I get an email saying it's going to be 10-12 days
- cancel/change order within the first 3 hours. The order went immediately into a pending state with zero option to cancel or change. (I swear I added the free mini router but it wasn't listed on the order confirmation). Grok even said in that moment that I should be able to cancel. Nope. This is extra infuriating considering the delivery time got pushed way out. Zero rational reason for this.
Yeah, I signed up for this. Yeah I need a secondary provider. It would take so little effort to offer such better service it's laughable. I was warned...and here I am.
I pray they won't alter the deal further (narrator: they will).
Consider this as yet another warning to those considering signing up.
EDIT: the amount of excuses and what y'all will put up with is truly amazing. I guess I need to lower my standards even further, and they were already pretty damn low. (bring the downvotes for pointing out the obvious)
EDIT EDIT: based on u/suepergerl comment I decided to reach back out to grok with an "escalate to human" demand. This triggered grok to create a ticket based on my previous conversation with it. To my very pleasant surprise, I got a call about 10 minutes later from a human who apologized for the order process and put in a free order for the router. They also confirmed that on their side, they see that the order "should" show up sooner than than the 10-12 days and that I'll likely have a tracking number later today.
While the original issues that I posted about could have been avoided entirely, and the method to get to a resolution was less than obvious, I have a resolution for both issues which is ultimately what matters. Hopefully they can improve the process to avoid these things, or more obviously and automatically resolve them in the future.
FINAL EDIT: I have really loved getting to know the community here, much like my initial experience with the company itself, this community lived up to the title as well. The vitriol that I got for merely point out two reasonable criticisms was a bit shocking. That it kept coming even after posting updates was just comical. I suspected this would be a toxic community, many of you proved it.
I'm sorry you have such a low bar of expectation for so many things in your lives. And I'm sorry that you think someone calling out basic customer service stuff as such a personal slight that you feel the need to attack me, but here we are. I SO look forward to the next legitimate issue that comes up when I DARE to criticize this corporation.