Ubiquiti - piss poor customer service
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@dashrender said in Ubiquiti - piss poor customer service:
As for the comparison with Apple - you're talking about a premium device at a premium price - so yeah, they can afford to give you top of the line support.
$90 for access point is a premium price.
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@marcinozga While I feel your pain, I'm not exactly sure what/why you are complaining!
Great support cost money.
You can't want cheap inexpensive product + great, timely & fanatical support.
Those things don't quite go together. -
@dashrender said in Ubiquiti - piss poor customer service:
@marcinozga said in Ubiquiti - piss poor customer service:
Btw, reset hole on that unit is so tiny, only push pin goes through it. But it's too short, I have no clue how deep reset button is, all pins I have were unable to reach it. What's wrong with just having it directly on the enclosure?
How about a paperclip? or a needle for sewing?
Paperclip - no go, no sewing needles in the house, no other needles in the house either.
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@marcinozga said in Ubiquiti - piss poor customer service:
@dashrender said in Ubiquiti - piss poor customer service:
As for the comparison with Apple - you're talking about a premium device at a premium price - so yeah, they can afford to give you top of the line support.
$90 for access point is a premium price.
Not really. The bottom end AP that Ubiquiti sells in the business line is like $80. Their top end is $400+
Does anyone even sell stand along consumer APs anymore? I mean besides Ubiquiti?
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@marcinozga said in Ubiquiti - piss poor customer service:
@dashrender said in Ubiquiti - piss poor customer service:
@marcinozga said in Ubiquiti - piss poor customer service:
Btw, reset hole on that unit is so tiny, only push pin goes through it. But it's too short, I have no clue how deep reset button is, all pins I have were unable to reach it. What's wrong with just having it directly on the enclosure?
How about a paperclip? or a needle for sewing?
Paperclip - no go, no sewing needles in the house, no other needles in the house either.
paperclip - no go? as in it's not long enough?
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@dashrender too thick.
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@dashrender said in Ubiquiti - piss poor customer service:
@marcinozga said in Ubiquiti - piss poor customer service:
@dashrender said in Ubiquiti - piss poor customer service:
As for the comparison with Apple - you're talking about a premium device at a premium price - so yeah, they can afford to give you top of the line support.
$90 for access point is a premium price.
Not really. The bottom end AP that Ubiquiti sells in the business line is like $80. Their top end is $400+
Does anyone even sell stand along consumer APs anymore? I mean besides Ubiquiti?
Yes, plenty. And you can get access point for as low as $25. Perhaps even lower. That's the price point I would expect shitty customer service, not something that costs 3-4 times as much.
I had identical experience with Apple mouse too, quick call and I had new mouse day or 2 later, zero cost. Both Ubiquiti and Apple have products that costs few bucks and few thousands, however support is drastically different. I wonder how Ubiquiti treats SunMax or AirFiber customers.
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@fateknollogee said in Ubiquiti - piss poor customer service:
@marcinozga While I feel your pain, I'm not exactly sure what/why you are complaining!
Great support cost money.
You can't want cheap inexpensive product + great, timely & fanatical support.
Those things don't quite go together.I can expect at least an email with RMA within minutes. These things don't need manual intervention, especially when you select a DOA option. Any decent ticketing or CRM system should allow you to automatically generate RMA based on certain criteria. And on next cron run email should be dispatched. It's that simple.
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@marcinozga said in Ubiquiti - piss poor customer service:
@dashrender said in Ubiquiti - piss poor customer service:
As for the comparison with Apple - you're talking about a premium device at a premium price - so yeah, they can afford to give you top of the line support.
$90 for access point is a premium price.
For the quality of a ubiquiti access point? When most of the comparable competition are two to three hundred dollars more? Where are you seeing Enterprise grade wireless for less?
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@coliver Aircube is hardly enterprise grade. See how they advertise it, on a shelf among books. That’s something for home use, not enterprise. It doesn’t require controller, recommended setup is with mobile app. Build quality is questionable too, see above, reset button. Also Ethernet ports are not flush with the enclosure, one side is about half to a millimeter above, while the other is about the same in. This might not sound like a lot, but it’s a clear sign of poor manufacturing tolerance or poor quality control. Does that sound enterprise?
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This gets better, I just got this reply:
Hi Marcin, Thanks for getting in touch with us! airCube is still in beta we have limited info about this. I'd suggest you post your query on community forum so that our developers can assist you with it. If you have any other questions, please let us know!So if your product dies, go to forums. This is Comcast level shit. Blatant disregard for warranty and consumer laws.
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Maybe some of the confusion is that this is for ISPs, not end users, and Ubiquiti doesn't have a support structure since it isn't sold to have end users calling Ubiquiti, but rather than ISPs, for support? I didn't know the product and looked it up and it's only sold through resellers and the datasheets say that it is for ISP CPE deployment. That could easily explain why they have no process for this.
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Also this is a beta product that you should have had to willingly click through beta stuff to get.
How was it on Newegg?
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Do you have airMax CPE? The landing page clearly states that is what it is designed to work with
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And as has already been stated, the entire Ubiquiti model is no support outside email and forum.
You know this buying the gear. If not, you can only blame yourself for not checking things.
I have never had a bad interaction with their support and RMA process, and I have used RMA 3 times on the original ERL models that had poor flash drives.
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Wait, he did not buy this from Newegg. He bought from Newegg Marketplace. That is third party crap. Not distribution. You probably had someone buy a beta unit and throw it up for sale when they had know what they were doing. Or they fried it and did not want to RMA it.
Beta units are only originally for sale direct.
https://store.ubnt.com
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wow, that sucks, if correct.
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@dashrender said in Ubiquiti - piss poor customer service:
wow, that sucks, if correct.
What sucks? That he bought something that should not be bought where it was?
That he had mistaken perception of what he bought and the process that Ubiquiti clearly states?
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Had he purchased from the vendor directly he would have known exactly what he was getting.
This link is right on every beta item:
https://www.ubnt.com/legal/termsofservice/betastore/Oh look end users only. Not for resale.
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@marcinozga
The proper line of support for beta product is the beta forum for that product.There they will be able to handle your issues and help with obtaining your RMA.
You bought something being illegally resold.
You bought something unsupported.
You then went the wrong place to get support that doesn’t exist.
You then tried to get around a valid RMA process designed for released products.No wonder the normal UBNT employees had no idea what to do with you.
