Thanks Ubiquiti! /sarcasm

[thecomputerguy]

I needed a 48P PoE switch but the only one they had in stock was the enterprise version which is $1200 so I was forced to order that one instead of the normal $600 48P PoE switch. A week after I receive the switch, the $600 version is now in stock so I think OK I'll just return the expensive one and buy the actual cheaper one that I need.

Initiate a return, they supply me with a Fedex shipping label with instructions to "Leave it on my porch" until it's picked up.

PICKED UP WHEN? WHAT DAY? WHAT TIME? AM I SUPPOSED TO LEAVE A $1200 SWITCH CHILLING ON MY PORCH FOR AN INDEFINITE AMOUNT OF TIME? NICE

After stressing for the next 3-days and FedEx not showing up to pickup the package and I take it to a FedEx dropoff facility. They say I can drop it off but they can't provide me with a receipt for dropoff because it's all handled through the tracking number.

Great, whatever, I'm over it. I ship it. Thankfully they receive it and I get my refund.

At some point during this process I also ordered a UDM SE. I get the UDM SE and get it all prepped for the client and adopt all the cameras/AP's. We then have a power outage (CA - happens all the time), upon bootup the UDM SE is stuck in recovery mode and won't boot normally unless I remove power from the device for 30-60 minutes. Obviously this is unacceptable.

I initiate a RMA, gets approved, but their process is that I ship the product back first AND pay for shipping back. So now I'm paying out of pocket to ship back a brand new UDM and I have no gateway for the client for install in 5 days so I'll need to rig up a cheap router just to get the job done until I get a working UDM SE back.

Of course there is no way to get ahold of any human at UB. Boy is there CS seriously lacking.

 

[thecomputerguy]

I contacted technical support through the Chat to ask for a shipping label and they said they don't do that, and they'd forward my request to RMA, and that I am not able to contact RMA directly, I just need to wait for a response.

 

[Markverhyden]

Did you specifically ask about an advance return. Been sometime since i've had to do a warranty claim with them but I thought the last time I gave them my CC for security so I could get the new one asap.

 

[thecomputerguy]

Did you specifically ask about an advance return. Been sometime since i've had to do a warranty claim with them but I thought the last time I gave them my CC for security so I could get the new one asap.

There is no way to communicate with the RMA ticket. Typically you can add comments to a ticket like in any other ticketing system. Not this one.

Plead your case, submit your ticket, wait for approval, ship product.

There is no interaction with the RMA department beyond that as far as I can tell.

 

[Markverhyden]

There is no way to communicate with the RMA ticket. Typically you can add comments to a ticket like in any other ticketing system. Not this one.

Plead your case, submit your ticket, wait for approval, ship product.

There is no interaction with the RMA department beyond that as far as I can tell.

You know how people tend to "forget" unpleasant events. Maybe that's what happened with me. I do remember the very first RMA I had, for a ERL3. Never spoke to anyone either. Fortunately I had a spare ERL3 so the customer was not down long. God forbid someone has no choice but to wait for the replacement.

 

[YeOldeStonecat]

We just stock up on several of each model...they're low priced enough...that way if one tanks for a client, we can instantly swap out, ship back that RMA after the issue.

But yeah, their RMA was never involving people before, but then...Ubiquiti came out with the point of no sales, and little support....to save on price. If you get equiv spec HPE (Aruba) switches or Cisco switches...you'd be paying a heck of a lot more. And many..with monthly fees (aka Meraki). At the end of the day you're paying a lot more for them. Heck some clients of mine, if they had a stack of switches, many APs, etc..with UI, they're so low cost I build in a spare switch and a spare AP just for them to keep on their shelf if needed. Or for point to point setups (marinas, campgrounds, etc)...I always sell a spare airMax radio with the kit to have as an onsite spare.

FYI, UI is coming out with an extended warranty program soon...to speed up this process.

 

[thecomputerguy]

So actually the RMA isn't that bad ... It cost like $35 to ship back and they have a section for open RMA tickets to enter the tracking number for the product you are shipping back. When you enter in a valid tracking number they expedite the RMA and immediately initiate a replacement shipment.

Just a little difficult knowing that if there are any hiccups along the way ... you are SOL.