I made this post last week about my experience attempting to return a router to Spectrum, which was similar to experiences others had detailed in this other post from several months ago.
The TL;DR of the original post is that I returned my router to Spectrum in their box with a pre-paid mailing label they sent me, and then they charged me for it anyway and wouldn't cooperate with me with respect to getting it tracked down even though I called multiple times. I eventually paid the charge because I didn't want it sent to collections.
However, on the same day I paid (and posted) I also filed complaints with the FCC and the FTC about their business practices. That seemed to light a fire under their ass, because several days later, I received a phone call from Spectrum informing me that my issue had been forwarded to their research dept and that they were working on it. They proceeded to call me every day thereafter to give me updates, and this morning I got a call informing me that they had the tracking number of the label they sent, that their research showed that it had indeed been mailed when I said I had mailed it (shocking!), and that they would be refunding my payment for the router today.
I just wanted to give an update about this so that others know that if you cannot get satisfaction from the low-level reps at the cable companies, filing a federal-level complaint may get some actual traction going on your problem.
10/10 would take on Big Cable again anytime.
EDITED TO ADD: Several people asked how Spectrum knew I filed complaints against them. Several days after I filed I got an email from the FCC notifying me that they had served the complaint against Spectrum, and that the company had 30 days to respond. The next business day (and every day thereafter) I got a very polite call from a Spectrum rep informing me that they were working on resolving my issue. The difference in how they treated me before and after filing that complaint was like night and day (they actually seemed to give a damn post-complaint).
Here are links to file complaints with the FCC and the FTC:
Submitted June 05, 2018 at 04:29PM by RedBarchetta1 https://ift.tt/2JcF1tf
