Unresolved issue with Global Production Houston product

After my initial complaint, Global Production Houston contacted me to troubleshoot the router. We tried several solutions over the phone, but none fixed the issue. I'm still waiting for a replacement or refund.

Dear customer, I am reaching out regarding your recent complaint about our customer support plan. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Relations Manager at Global Production Houston, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $175.46 to your original payment method 2. Added a $175.46 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-F30402D2 for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, John Harris Client Relations Manager Global Production Houston