Let me preface this by saying I have never made a public complaint about any business, ever, and think that it's far more productive to resolve it with them privately. VQ shall be my first exception.
Chose to go with VQ 500 mbps package instead of the MR 1 gbps promotion at a much cheaper price, because of their presence on this forum which made me think they would have decent service and reliability.
Been having intermittent disconnection issues on a daily basis since I signed up with VQ. I ignored it for a couple of weeks, hoping it was teething problems and would resolve itself. It didn't and got worse, till the extent I have not been able to stream any tv, play any games, or download anything without multiple disconnections and reconnections.
Long story short I suspected it was the router which I purchased from VQ with the package, and asked them if they could help me ensure that was the problem and solve it. After finally agreeing to send someone down (2 weeks later?), their engineer showed up and replaced the modem, said there was no problem with the connection, and said to monitor and if the problem persisted it was the router and I should bring it back to ASUS myself. BTW he showed up at 6.30 when I was told 5, and left about 2 mins after he got a connection on the new modem. His report says he did testing and there was no problem after the replacement.
Asked him while he was there (politely) to get a supervisor to call me, he literally ignored me. Asked him to loan me his replacement router so I could test, he said no he needed it. Left it alone, figuring problem might be fixed. Problem not fixed, made about 5 calls to VQ over the next 5 days + sent an email asking if they could kindly make an exception and replace the router since it was faulty since day one (as diagnosed by them). Each person told me they had to check, and I asked each one to get a supervisor to call me.
5 days later I get a call back from supervisor (after I told the last person I was going to terminate the contract if I couldn't get a call back) and he says there's no problem with the connection, insinuating I was making up the entire thing, and again refuses to answer yes or no to my question of whether I can get a replacement router. It seems the problem is only with the router if I'm willing to bring it to Asus myself. If I ask for a replacement on the basis that they sold me a faulty product, there is actually no problem with the at all, per their onsite testing.
Almost without exception every person I spoke to from VQ was condescending and snide, and the supervisor never once bothered to apologise or explain when I told him how long I had to wait to get a call back or answer.
Worst customer service I've experienced, far worse than any of the big three, whom I have used for years. The problem is still not resolved, and I'm going to cancel the contract.
Long story short, if customer service is a reason you want to go with VQ, it shouldn't be.
Chose to go with VQ 500 mbps package instead of the MR 1 gbps promotion at a much cheaper price, because of their presence on this forum which made me think they would have decent service and reliability.
Been having intermittent disconnection issues on a daily basis since I signed up with VQ. I ignored it for a couple of weeks, hoping it was teething problems and would resolve itself. It didn't and got worse, till the extent I have not been able to stream any tv, play any games, or download anything without multiple disconnections and reconnections.
Long story short I suspected it was the router which I purchased from VQ with the package, and asked them if they could help me ensure that was the problem and solve it. After finally agreeing to send someone down (2 weeks later?), their engineer showed up and replaced the modem, said there was no problem with the connection, and said to monitor and if the problem persisted it was the router and I should bring it back to ASUS myself. BTW he showed up at 6.30 when I was told 5, and left about 2 mins after he got a connection on the new modem. His report says he did testing and there was no problem after the replacement.
Asked him while he was there (politely) to get a supervisor to call me, he literally ignored me. Asked him to loan me his replacement router so I could test, he said no he needed it. Left it alone, figuring problem might be fixed. Problem not fixed, made about 5 calls to VQ over the next 5 days + sent an email asking if they could kindly make an exception and replace the router since it was faulty since day one (as diagnosed by them). Each person told me they had to check, and I asked each one to get a supervisor to call me.
5 days later I get a call back from supervisor (after I told the last person I was going to terminate the contract if I couldn't get a call back) and he says there's no problem with the connection, insinuating I was making up the entire thing, and again refuses to answer yes or no to my question of whether I can get a replacement router. It seems the problem is only with the router if I'm willing to bring it to Asus myself. If I ask for a replacement on the basis that they sold me a faulty product, there is actually no problem with the at all, per their onsite testing.
Almost without exception every person I spoke to from VQ was condescending and snide, and the supervisor never once bothered to apologise or explain when I told him how long I had to wait to get a call back or answer.
Worst customer service I've experienced, far worse than any of the big three, whom I have used for years. The problem is still not resolved, and I'm going to cancel the contract.
Long story short, if customer service is a reason you want to go with VQ, it shouldn't be.
