Refurfished crappie modems

​I am writing to formally log a complaint regarding a persistent and unacceptable failure with my internet hardware. To date, I have been issued four separate refurbished modems, all of which have failed to perform.

​Currently, I am experiencing speeds of 2–7 Mbps on the 2.4 GHz band and only 10–15 Mbps on the 5 GHz band. This is significantly below the service level I am paying for and is objectively unacceptable.

​Both the in-store staff and the technician who visited my home confirmed that their local stock consists entirely of refurbished units. Furthermore, the most recent technician noted physical blemishes on my current device, suggesting it may have been dropped before it was even assigned to me.

​At this stage, I am requesting the following immediate actions:

1. ​Direct Shipment: Please ship a brand-new, non-refurbished modem directly from your central warehouse to my address.
2. ​Service Credit: Given that I have now cycled through four defective units and have not received the speeds promised in my contract, I expect a significant credit to my account for the service interruption and time lost.
3. ​Resolution Confirmation: I require a tracking number for the new unit within 24 hours.

​I have reached the end of my patience with local "refurbished" swaps. I expect this to be escalated to a supervisor who can ensure I receive a functioning, new piece of equipment.

​I look forward to your immediate response.