Cm1000 worst customer service ever

I purchased a new cable modem from them two weeks ago. It would not connect or operate. I called them, waited a half hour on hold then took 10 more minutes to identify myself and the product. They tried several steps and none worked. I was then told that they were a third party support company covering overflow for netgear during virus. I was disconnected. Called back two more timesaver the next day, each time waited 20-30 minutes. When they finally told me the product was defective, I asked for a replacement. They told me that due to the virus I would have to wait until the fifteenth of April to request a replacement. I went out and bought a more expensive modem so that I could get my service working while I waited for netgear to replace the original. Expecting to return the second modem if netgear was successful. Two weeks later I called to request the replacement. They claimed they had no record of my previous three calls and that I would have to start over diagnosing the issue. After another hour on the line they disconnected me and have not called back. What would you call that? Perhaps the worst customerservice I have ever experienced.