Company Forums » Companies beginning with E » ELECTRONICBOX > Electronicbox (ebox): A not so great customer service ?

reply to dunlop_t

Re: Electronicbox (ebox): A not so great customer service ?

reply to JediRemi

reply to JediRemi

reply to JediRemi
I probably missed it somewhere, but why didn't you simply buy the modem from them directly?

Also, they are not 100% at fault as you claim. You made a move based on speculations. You've probably dealt with Videotron and Bell in the past. If you know enough to know about resellers and Ebox, you should know everything needs to be confirmed three times in this business.

They clearly said they did not sell the DCM476 and asked you to send them the info of the modem you wanted so they could process your order. I take this to mean they wanted you to send them the exact specs so they could check for compatibility. But you took this to be a "Go ahead" which it clearly wasn't, whatever way you want to interpret it.

The fact you decided to buy your own modem based on a single e-mail without further checking really boggles my mind. Why did you even do that? To save 20$?

I'm not sure if you're expecting sympathy by coming here but you're clearly trying to take advantage of a situation which you yourself created. Ebox should have been clearer from the start, but it's not like they intentionally screwed you. They even recognized the "sticky" nature of the situation, but imho, you caused it.

Learn from your mistake and move on. Can't you return the modem?

The reason I wanted a DCM476 is stated in the first email I sent them:

" I did not want the thomson DCM475 which is apparently not sold any more by thomson and wanted instead to buy a DCM476 or a Motorola SB6120."

So, no it was not to save $20 (it was actually more expensive). It was to have the modem that was created by thomson to replace the DCM475 which is discontinued.

Post ton 476 contre un 475 sur les forums canadianbroadband ou TSI, en anglais, ya ben quelqu'un qui va être interessé.

reply to JediRemi

reply to corkyy
ou sort dehors manifester avec au lieu d'un chaudron.

reply to TigerLord

Well the most important thing about modems is their firmware more than the hardware. The FW used by Ebox is different than the one used by Teksavvy.

If you can return the modem without a restocking fee do so, otherwise you could try selling it on eBay, or Kijiji. You'll probably lose some money, but it's better to recoupe some of your money than have a useless modem sitting around doing nothing.

I have the DCM475 and never lost connectivity once. Sometimes if things seem slow a simple power cycle takes 60s and fixes any issue I might be experiencing.

Good luck

Thanks for your feedback TigerLord. I see that the DCM475 works like my current DSL modem.

Ashlin accepted that I return the modem instead of exchanging it. I really like these guys.

reply to Be_careful
I don't think it's true... If you don't have the good firmware, your modem will simply not work on the network... That's all... If you have a later version that was support before, it's will simply upgrade

reply to JediRemi
I work for a telco that shall remain nameless and I have to side with most people here. While Ebox is a great company and tries to make things work for everyone, if you are opting to use your own modem then the responsibility falls 100% to you. Not that its your fault since they didn't respond stating explicitly that the modem was incompatible with their network (but neither did you request whether it was supported, hence the tricky nature of the situation...) which complicates matters.

As I read over your story, the only thought that crosses my mind is, "Why? Why did you go out and buy the modem without first verifying if its compatible? I'm sorry but for one to simply say 'the company replaced the 475 with the 476' does not suffice, IMHO"

I hope this is a learning lesson for you but most importantly I hope you understand where Ebox is coming from. As previously noted, just the simple fact that they allow outside modems on their network is something for you seriously appreciate. They did attempt to help you but you were angry and ashamed after having bought the new modem. I'm glad you were able to return it and again hope you don't hold this against Ebox.