Terrible customer service and delivery failure
I ordered this device with the lifetime membership just before Christmas and it shipped quickly. That’s where the positive experience ended. The device has never been delivered. The FedEx tracking shows that it arrived in the Miami destination sort facility on 12/26, but it’s never moved from there. On Friday January 2nd, I sent Lumen an email asking for an explanation, since FedEx only deals with the shipper on a product like this. Lumen responded and said they were inquiring about it, and then just went radio silent. I waited all day on Friday, nothing. I sent a follow-up email knowing they’d surely see it first thing Monday morning and respond, but again, no response. So now I’ve instructed Lumen to issue me a full refund. By ignoring my customer service inquiry and not ensuring that the delivery issue was resolved quickly, Lumen has lost a customer.