I came home last week and found my Fritzbox 7390 was dead. I called Snap and they answered immediately and told me that if the fault was caused by a power surge, they won't replace it and I should ask my insurance company. Tough luck, my excess is higher ($500) than the modem ($395).
If it wasn't a power surge, they would replace it with a new 7490 model worth the same $395.
I agreed to send the modem back - they checked it and found the power supply is ok but modem won't start. They agree to send me a new modem.
I get the new modem and realise it's a 7390 packaged in a 7360 box. When I ask them where did they get the modem from, they say they had it from "somewhere".
I sent the modem back and ask for a new 7490 as agreed or a full refund - as I am entitled under the Consumer Guarantees Act. They reply the refund has been declined and that my only option is the $7390 from "somewhere" because they don't have any 7490 in stock. Moreover, they claim it was a power surge that killed it but they confirmed they have no means to check it.
Any suggestions? I like Snap but not the fact that I had to pay almost $400 for a modem that I can't get replaced / refunded when it fails.