Paul
Two times the Sales Assoc did not complete the tasks
The purchase on April 22nd, 2025 for InControl Support went smoothly as a purchase and the Customer Service person helped. However...they failed to tell me to enable my "InControl" in my B One Router for a few minutes so it too will receive an update of my 2-year renewal purchase. Soon while logged in my router I was receiving nasty notices that my InControl support was expiring very soon (and I has just purchased a 2-yr renewal). I learned this after placing a call to 5G to ask why my purchase did not go through. The bigger problem happened a year earlier when I purchased my first B One on April 22nd, 2024. The original 1-yr of InControl Support started the split second I placed the order. It took a while to receive the router and it arrived DOA with a broken power cord port in the back. 5G staff helped me with the replacement order and return of the unusable B One. The tech did not however, reset the time start of the 1-yr support, nor did he inform me to do so. The replacement router arrived 6/28/2024, more than 2 months of support ticked away on a router I didn't even have. To my surprise, 10 months later I received my renewal notice 3/28/2025 and I sent 5G Sales Dept an email of appeal, explaining the DOA, the time lost getting a replacement, etc. On 3/31/2025 I received a denial from Kyle at 5G saying Peplink turned down my appeal as they needed to be informed within 2-weeks of device receipt of the original (DOA) hardware. Again, a failure of the 5G Sales person at the time in not informing Peplink. So there are two related (and a year apart) examples of the 5G Sales person not completing all the steps needed on behalf of the customer during a purchase. Perhaps some training is needed, as you have good people on staff. Paul