Clear-ly Bad Customer Service

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Yay! Finally, I’ll be able to… wait. No, I can’t. The Rover Puck (running on Clear’s service) isn’t working for me, and their customer service is nothing short of a joke.

I don’t know why, but I seem to be having the worst luck with technology lately. For some odd reason, everything I touch seems to stop working near-immediately. And you know me – I’m about as gentle as they come!

You can’t always count on having access wherever you go in the world. I plucked down some serious dough to buy the Rover Puck to make sure I’d have an access point with me. This device promises to keep up to eight devices connected to a 4G network. However, I am pretty disappointed in the Puck. During the first 24 hours of the 48 hour free grace period, I wasn’t able to get online at all… no matter what I tried.

The Rover company is actually Clear – in Rover clothing. Clear is one of the worst consumer electronics companies on the planet in terms of their dastardly customer service options. Clear makes it nearly impossible to cancel any type of service with them – and charges you an arm and a leg to do so. Rover claims to have a month-to-month contract, which seems nice on the surface… IF you can even make it work.

I can’t recommend this product, folks. I just can’t do it. Not only are they a Clear company, they’re using a proprietary cable. That’s another rant in and of itself, as you know. Setting aside the fact that the product won’t work, I cannot in good conscious tell you to try something out that has such horrible support behind it. In order to give the Puck a fair chance at doing what it should, I hopped into a chat with these people. That was a painful experience.

Well, so much for the idea of connecting to a 4G / WiMax network.

5 thoughts on “Clear-ly Bad Customer Service”

  1. Hands down, the Apple store. And it wasn’t the individuals working there, but the way their customer service was implemented.

    I felt like my nephew and I were about to be commanded to get down on our knees facing Steve Jobs’ house, and chant “We’re not worthy” a dozen times.

  2. Reminds me of a problem I had with Cisco tech support. I had a Linksys WAG310G Router, and my phone line was a digital voip type phone, running through the router. Since the router wasn’t working I couldn’t ring off my digital phone. So I called the toll free number with my cell phone, only to find that cell phones were blocked from calling it. So I paid a visit to my Mother to use here landline to ring tech support, obviously after having tried all the usual troubleshooting techniques one would try. However they refused to give me any information on sending it back to the manufacturer until they’d gone through the troubleshooting procedure, so I was back to square one.
    So I fell onto plan B, buy a cheap Dlink dsl modem and use the online chat support. Then after talking to 2 “technicians” who were probably reading off the same troubleshooting procdure (which I had already tried) I got a 3rd technician, who was actually helpful. I explained everything I had done already, and she explained that resetting to factory defaults on this router was different from the procedure of every other router I’ve owned, which was also how the other 2 techs had told me to do it. Although I’ve forgotten how to reset it, it did end up working. Finally after a few weeks and having to shell out money for a new 1 port router.

    So after that I sent a complaint about the service I’d recieved, I thought at least they could think about making it possible to call from a cell phone, considering the nature of some of their products. However, the response to the detailed complaint I sent?

    I was told I had contacted the wrong department, and needed to call tech support. Clearly what happens when an entire customer service team has English as a second language.

  3. If you’re in a Clear area, what about Sprint? It also gives you 3G to fall back on when out of Clear’s WiMax coverage. I love the portable hotspot on my EVO.

  4. Try Verizon. If it doesn’t work, then they won’t fix it. I’m still trying to get telephone repair for my landline since 12/15/10 and because I had internet with them, its a problem for their ‘technical support in Botswana’ who read scripts without the ability to comprehend English. I had to switch the internet service to my fax line, but still no telephone repair on the landline. The worst service is the company that doesn’t have service- Verizon.

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