Front line customer service not able to process a simple replacement

I have been on with customer support 3 separate times now for over 3 hours and they are not able to process a replacement for my defective unit. It is confirmed to be defective so I don’t understand why I am being made to wait this long when nothing else should be needed from me. Any suggestions on a way to speak to someone in authority who can do the right thing?

Hi @Egrusin. I don’t know the specifics of your situation, but typical process is that the support agent will run through some troubleshooting steps with you to see if your concern can be resolved. If it is found that the device is defective or broken, and under warranty, you can receive a replacement.

If this is not the experience that you are having, I would follow up with our Neighbor Solutions Expert team on your open support ticket to see if they can resolve this for you. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.