jguerin Posted September 19, 2019 Report Share Posted September 19, 2019 Any one know if Telmex change defective modem or do I have to report it and wait for the repair man? I know I can go to Telmex and check it myself but, if you know please just tell me. Thanks. Quote Link to comment Share on other sites More sharing options...
cedros Posted September 19, 2019 Report Share Posted September 19, 2019 They gave me a replacement one Tuesday even though I didn't have the one that wasn't working with me. No questions asked by Telmex. I didn't report it- I just dropped in to their office. When I got home the one that hadn't been working was working. So I have a spare. Quote Link to comment Share on other sites More sharing options...
Ferret Posted September 19, 2019 Report Share Posted September 19, 2019 You should check out the one that they gave you as well Cedros. They can and do hand out modems that have been turned in without checking to see if they work. Depending on your level of aggravation, it is far easier to buy a NEW Telmex modem from Mercado Libre that WORKS right out of the box than to deal with the Telmex office in Ajijic. 1 Quote Link to comment Share on other sites More sharing options...
ComputerGuy Posted September 19, 2019 Report Share Posted September 19, 2019 Their policy for the last three years has been to refuse to offer replacements, instead insisting that the Service number in Mexico be called. Here's hoping they have changed that BS policy (as in, you pay to rent their equipment, which they then refuse to fix without a great big hassle). I have my doubts, however... just the other day a customer of mine said they "lioaned" him one until Mexico City helped. Quote Link to comment Share on other sites More sharing options...
Mostlylost Posted September 19, 2019 Report Share Posted September 19, 2019 So easy. Call Mexico City. They will step you through a test and check remotely if it is working. If faulty they give you a work order number to take to Telcel office for a replacement modem. If necessary ask for English tech. Quote Link to comment Share on other sites More sharing options...
ComputerGuy Posted September 19, 2019 Report Share Posted September 19, 2019 An addendum to my post is that for the same three years, even with the order number from tech support, the local office has insisted you must receive your modem by DHL or whatever service TelMex is using at the time. My personal opinion on this I have stated before. This seems to be unique to lakeside. A lazier bunch of layabouts I have never known. The people at the desks are fairly young, but ever since I've been here, they act like they are just putting in time until retirement (which will be a major percentage of their salary). No one else in Mexico where expats gather does anyone receive this kind of poor treatment from their local TelMex office. 1 Quote Link to comment Share on other sites More sharing options...
Ferret Posted September 19, 2019 Report Share Posted September 19, 2019 I totally agree with CG. THIS Telmex office in Ajijic is the only one where I have experienced such poor customer service. And, yes, do call the 1-800 number on your modem. Ask for an English speaking tech. They will run you through the diagnostics to determine if it's a modem problem. They WILL send a modem to you if asked. They are superb with their customer service and it was them who directed me to Mercado Libre and even gave me the model names and numbers to look at. Quote Link to comment Share on other sites More sharing options...
jguerin Posted September 19, 2019 Author Report Share Posted September 19, 2019 Problem solve. Wifi working. 1 Quote Link to comment Share on other sites More sharing options...
cedros Posted September 19, 2019 Report Share Posted September 19, 2019 How did you get it working? Quote Link to comment Share on other sites More sharing options...
jguerin Posted September 19, 2019 Author Report Share Posted September 19, 2019 I called Mexico to report it yesterday and this morning it was back working good. Just hope it last. Quote Link to comment Share on other sites More sharing options...
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