I'm beginning to understand why 'clear' aka clearwire is a hated company. The first note I should mention is that of all the Clear representatives with whom I've spoken, no two reps have told me the same thing. Second, it's almost understandable that my conversations with them have all become at least 1 hour long. This is due to the number of notes on my account detailing all the failures and troubles I've had. Not surprisingly, they don't follow the notes and instead continue to fuck up. In a star rating system, these guys are a meteorite.
Here's a transcription of the beginning of device failure and the ultimate demise of my business with Clear.
Chat Transcript
Hello Donald. Please wait while we find a CLEAR specialist to help you.
Your question is: no reception--only red light--suddenly!
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The next available Agent will be with you in a moment.
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You have been connected to Dave Jingles.
Dave Jingles: Hi Donald! I'll be happy to help you today!
Dave Jingles: May I have the phone number associated with your account, please?
Donald: yes!
Donald: hummmm
Donald: I don't know it
Donald: of hand
Donald: where would I find it
Donald: ?
Donald: on the clear website?
Dave Jingles: Can I please have the first and last name on the account?
Donald: Donald Daedalus
Dave Jingles: Thank you Donald, one moment please?
Dave Jingles: There is a security question on the account: What is your mother's middle name please?
Donald: XXXX
Dave Jingles: XXXXX is the number on the account sir.
Dave Jingles: We will need to ensure that you are connected to your hotspot to begin troubleshooting. Please use your computer to connect to the wireless network named "Clear Spot ###".
Donald: ok, but it's not connected, it has a red light
Donald: will we be able to chat still?
Dave Jingles: If you disconnect?
Donald: well, if I try to connect to that signal, I think we'll lose the internet connection, right?
Dave Jingles: Is it blinking?
Dave Jingles: Can you tell me if it's solid?
Donald: no
Donald: it's just solid
Donald: red
Donald: with half blue
Donald: that says it's on
Dave Jingles: 4G Solid Red Connected, weak signal
Dave Jingles: Wi-Fi Solid Blue Wi-Fi On
Donald: ok
Donald: so you're saying i should connect with my computer
Dave Jingles: Please open a web browser and navigate to http://192.168.1.1 where you will be able to login using the default username of "admin" and password of "admin".
Donald: ?
Donald: k
Donald: it says that i need a wpa password
Dave Jingles: Let's try to get that ispot moved around to see if we can get a better signal. You might have to have it up in the air, on top of something.
Dave Jingles: admin is the password.
Donald: two things dave
Dave Jingles: Sure.
Donald: 1st, i've had the ispot in the same position/location earlier today, yesterday, and the day before and it had great reception
Donald: 2nd, while carrying it my bag today, i noticed it had come on and wouldn't turn off. I think that something was pressing the button and may have reset the device,
Donald: partly because i renamed the network
Donald: and now it's back to it's default name
Donald: also, i changed the password
Dave Jingles: Finally, we will need to reset your hotspot device. To do so, please press and hold the power button for approximately 10 seconds at which time the multicolor LED will flash green and change to solid green. Release the Power button and the Clear Spot 4G will turn off confirming that your hotspot has been reset to default settings.
Donald: i think it's been reset
Dave Jingles: You might need to reset it again.
Donald: ok.
Dave Jingles: If that don't work please come back and we can solve this issue for you.
Dave Jingles: Is there anything else I can assist you with today?
Donald: i'm holding the button...
Donald: no light changes
Dave Jingles: Your using the device to chat with me?
Donald: still holding
Donald: no
Donald: other network
Donald: still holding
Dave Jingles: Please hold that reset button for 10 seconds.
Donald: after 45 seconds
Donald: nothing happened
Donald: what now?
Dave Jingles: Have to took the battery out and left it for a couple minutes?
Donald: i'll try that now
Dave Jingles: Okay.
Dave Jingles: Please let me know.
Donald: i'm putting it back in!
Dave Jingles: Okay.
Donald: all red light
Donald: solid
Donald: no blue
Donald: back to half and half
Donald: shall I try a reset?
Dave Jingles: Yes please.
Donald: no turning off
Dave Jingles: Still not resetting?
Donald: nothing
Donald: 30 seconds holding down the button and nothing
Dave Jingles: Okay, can you please try to reset like you would normally.
Donald: holding it for 10 seconds?
Dave Jingles: Yes, then just continue the reset information.
Donald: dave, it doesn't flash green
Donald: nothing happens when i hold the button for 10 seconds
Dave Jingles: Okay, one moment.
Dave Jingles: Please just another moment.
Dave Jingles: I will transfer you to tech support Donald, one moment.
Donald: you weren't tech support?
Dave Jingles: I'm sorry im not.
Donald: this whole time I thought you were tech support
Donald: so you are just a regular clear customer service rep?
Dave Jingles: Yes sir.
Donald: Dave, you broke my heart.
Donald: thanks for the help
Dave Jingles: Sorry, about that sir.
Dave Jingles has left the session.
Please wait while we find an agent from the Tech department to assist you.
The next available Agent will be with you in a moment.
You have been connected to Megan Overturf.
Megan Overturf: Hi Donald! I’m sorry you're having issues. Please give me one moment to review this chat.
Donald: megan, are you tech support
Donald: ?
Megan Overturf: Yes Donald, I am a Tech Agent.
Donald: alright, just making sure.
Donald: I've been chatting with Dave, a regular guy posing as a tech support
Donald: do you have access to the previous chat or shall I familiarize you with what's been up?
Megan Overturf: I am going over it now, one moment please.
Megan Overturf: Thank you for your patience Donald. I understand that you are unable to connect to your iSpot and are unable to reset it, it was accidentally reset and now will not reset when you try to reset it, correct?
Donald: i believe that to be the situation
Donald: it is functional
Donald: in the sense it transmits a signal
Donald: but no connectivity or button functions occur
Megan Overturf: I understand and I do apologize, let me just check the towers in your area as well though to make sure there aren't any tower issues causing the red light.
Megan Overturf: Could I have the street address and ZIP code where you are currently using the Ispot please?
Donald: sure, XXX W. Wrightwood, 60614
Megan Overturf: Thank you, one moment while I pull that up on the map please.
Megan Overturf: I'd also like to mention that we've added many time saving features to our phone system and to our website to improve your experience. For example, when you go to Clear.com, there's now a dedicated support page with lots of information to help answer basic questions and technical issues. We'll keep you notified as we continue to enhance our systems. Look for our monthly newsletter for more details.
Megan Overturf: I am not showing any issues in your area, in the previous chat you said that you had tried to reposition it without any better results, is that correct?
Donald: that is correct
Donald: no change
Donald: yesterday and earlier today reception was fine, here and in other locations
Megan Overturf: Thank you for that information.
Megan Overturf: One moment while I check how the device is set up in the system please.
Megan Overturf: Could I have the WAN MAC ID from the white sticker under the battery please?
Donald: XXXXXXXX
Megan Overturf: Thank you, one moment while I double check this with what we have in the system
Megan Overturf: Thank you, that does match. I am going to swap the device for you, the only thing that would be due today is shipping of $9.95 and any applicable taxes, which would come from the card on file, ok?
Donald: wait!
Megan Overturf: Ok.
Donald: I'm in Chicago now, but fly to NY on friday where I'll be living
Donald: however, i rarely have wifi where I'm staying and, dare I say 'need', wifi while I'm here and about
Donald: is it possible for me to go to a Clear store and exchange it there?
Megan Overturf: I cannot guarantee that a local store will have the inventory to swap the device, we usually do have to contact the stores, which are usually open until 5pm, you can call us tomorrow or contact us through chat to have us contact that store for you.
Donald: ok.
Donald: well,
Donald: hmmm.
Donald: what time do you open in the morning and is there I number I can call directly to confirm a store, and lastly will this note be put on file?
Megan Overturf: We are on the phones from 9am to 10pm (based on your time zones). The number to contact us at is 1-888-888-3113, option 3 for tech, unfortunately I do not have the direct number to the store. This whole chat will be put as a note on your account, also a summary of the chat, stating that I advised you to call in due to this special situation, to contact a store.
Donald: thank you megan, I appreciate your diligence. I will keep this chat and information on record.
Megan Overturf: No problem, is there anything else I can assist you with today sir?
Donald: I believe not, good evening.
Megan Overturf: Thank you for chatting with me today! If you have any further questions or concerns, please feel free to contact us; we are available in live WebChat 24 hours a day.
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