The Short Version:

I joined Snap's new UFB service when it became available here, and chose the Fritzbox 7390 router to go with it as it was the only one that was dual band and had NAS functions, as that was necessary.
It does not perform as advertised, and seems to have a intermittent overheating problem. Snap refuses to remedy the situation.

The long version:

After having researched the features of the 7390 before purchase, I thought it would be just fine. Snap was clear there was only two models they supported, and this was the bigger one. I wanted a smooth ride.. The snap web site made NO mention of faults or limitations of their model, and neither did the manufacturers web site product page (at the time).

After a ridiculous waiting period (3 bloody months), chorus finally installed my UFB and I was able to test out the modem. I quickly found the NAS features were simply not as advertised - notably, SMB support was gone. I called Snap on the issue, and was told 'it may be re-enabled with a new firmware". So I waited.

The new firmware has appeared, and it does not remedy the situation (according to the german version via google).

Snap will not meet it's obligations under the CGA. Specifically, being fit for a purpose I asked about, and matching the description given in advertisements.

I spent a good part of an hour on the phone with them, explaining the situation carefully, illustrating what I thought was a good solution (replace my unit with their new model, as now sold with the same contract I am on), and asking to speak to a manager.

I have been very pleased with Snap, and have promoted them to customers and friends. But all I got this time was (from memory - I seriously did not think I would have to record them):

"The manufacturer did it! Go to them! We don't have to do anything!"
"Load the old firmware that allows hackers to do toll fraud on your line. You will have to pay if they do!"
"We don't care if the manufacturer said it will and we didn't say it wont do NAS, you can't touch us"
"The new 7490 doesn't do NAS either! Won't do what you want!"
"it will cost you $199 to go to the 7490"
"sitting a modem near a LCD monitor could make it overheat"
... and various other fantasy land talk.

I did offer to pay the difference in price between my contract and the same contract as it is now (with the 7490) - apparently it's the same $50 fee i paid; or possibly another  reasonable fee. I did ask to speak to the manager repeatedly. And supervisor. Could not be done. I left my phone number so they could call back, and was given the impression "it wont happen". Still waiting.

So, I am now considering a disputes tribunal action. Is there some other tricks I can try? Did I get a newbie on the phone, and is there someone sane at Snap who will fix this debacle? 

Any tips?

Thanks....