Waiting Over 3 Weeks for Replacement Router - No Updates, No Accountability

I have been waiting for more than three weeks for a replacement router, despite being repeatedly assured that delivery would take 3 to 5 working days. Every follow-up results in the same generic response, yet no router has been delivered.

The most frustrating part is that when I contact Rain via WhatsApp or customer support, consultants provide reference numbers but then advise that there are no active orders linked to those references. They are also unable to tell me where the replacement router is in the process, whether it has been approved, dispatched, handed to a courier, or if any action has been taken at all.

Reference tickets logged:

Ticket #***2 Ticket #***4

I have already supp**** the required delivery address, yet there has been no meaningful progress, communication, or resolution. The consultants appear to have no visibility of the process and cannot provide basic information regarding the status of my replacement router.

As a paying customer, I find it unacceptable that:

Promised delivery timelines have not been met. There is no clear communication regarding the delay. Support agents cannot locate or track the order. No one has taken ownership of resolving the issue.

I am requesting:

An immediate update on the status of my replacement router. Courier and tracking details if the device has been dispatched. A clear explanation for the delay. Escalation to a supervisor or management team for urgent intervention.

Three weeks is far beyond the promised turnaround time, and customers should not have to continuously chase for updates while receiving conflicting information from support channels.

Zara Rodrigues Account Number: *** Tickets: ***2 / ***4