@scottalanmiller said in Ubiquiti - piss poor customer service:

@marcinozga said in Ubiquiti - piss poor customer service:

@scottalanmiller said in Ubiquiti - piss poor customer service:

@marcinozga said in Ubiquiti - piss poor customer service:

@scottalanmiller said in Ubiquiti - piss poor customer service:

@harry-lui said in Ubiquiti - piss poor customer service:

Return it to the seller and get your money back.
That is the only logical thing to do at this point.

Yes, the reseller scammed you. Just send it back and get your money. If you want the product, get it from Ubiquiti in NY.

How did reseller scam me?

Didn't you read the thread? They sold you something that isn't legal to be resold so that you can't get service or support on it. It's a beta product that has to be bought through the Ubiquiti beta program.

Again, where are you getting the info it's not legal to resell it? It is not beta product ffs. Read the product page.

What do you mean it isn't beta?

It's not. Go to product page listed above.

@scottalanmiller said in Ubiquiti - piss poor customer service:

@marcinozga said in Ubiquiti - piss poor customer service:

@scottalanmiller said in Ubiquiti - piss poor customer service:

@harry-lui said in Ubiquiti - piss poor customer service:

Return it to the seller and get your money back.
That is the only logical thing to do at this point.

Yes, the reseller scammed you. Just send it back and get your money. If you want the product, get it from Ubiquiti in NY.

How did reseller scam me?

Didn't you read the thread? They sold you something that isn't legal to be resold so that you can't get service or support on it. It's a beta product that has to be bought through the Ubiquiti beta program.

Again, where are you getting the info it's not legal to resell it? It is not beta product ffs. Read the product page.

@scottalanmiller said in Ubiquiti - piss poor customer service:

@marcinozga said in Ubiquiti - piss poor customer service:

@brianlittlejohn said in Ubiquiti - piss poor customer service:

With Ubiquiti, if you are within the reseller return period that is the easiest, fastest way to get a product replaced.

See one of the first replies, Ubiquiti is in NY, reseller in California. I'm in NY too, that's the reason to go through them directly.

Given this logic, why did you buy it from someone in California instead of someone in NY? Especially given that the NY company was also the manufacturer and the only entity legally able to sell or service that equipment; and the California company a random reseller in an open marketplace that didn't have the right to sell or the right to have the equipment serviced?

And where are you getting all this from? How are they not legally allowed to sell the product?

@scottalanmiller said in Ubiquiti - piss poor customer service:

@harry-lui said in Ubiquiti - piss poor customer service:

Return it to the seller and get your money back.
That is the only logical thing to do at this point.

Yes, the reseller scammed you. Just send it back and get your money. If you want the product, get it from Ubiquiti in NY.

How did reseller scam me?

@brianlittlejohn said in Ubiquiti - piss poor customer service:

I read that, and stand by my statement... my RMA with them for a switch took 3.5 weeks...

Crap, you could walk with the switch across few states in 3.5 weeks.

@brianlittlejohn said in Ubiquiti - piss poor customer service:

With Ubiquiti, if you are within the reseller return period that is the easiest, fastest way to get a product replaced.

See one of the first replies, Ubiquiti is in NY, reseller in California. I'm in NY too, that's the reason to go through them directly.

@hobbit666 stop derailing the topic, how I use the product is irrelevant. The unit is dead, customer service sucks. That is the issue. Not if I have CPE or whether I’m ISP or not.

Do you see airmaxCPE anywhere in that picture? Designated doesn’t mean it’s the only way you can use the product. Besides, it’s irrelevant if I use CPE or not, product was DOA and they are handling it poorly.

@jaredbusch take your fanboy hat off and apply some common sense here ffs. https://www.ubnt.com/accessories/aircube/ - show me where does it say that's it's beta and not for resale? Lots of places sell this AP, including Newegg, B&H, and Baltic Networks. When I bought it, it was out of stock at Newegg, and was available from Neobits. This isn't some shady outlet in Asia, but legit business in US.

And look at the first screen you posted, it clearly says HOME WI-FI AP. HOME, period. And I don't need airMAX CPE to use this unit, it's access point, I can use it as one. Your link to Beta is nowhere to be found on product page, so completely irrelevant here. If Aircube is in fact beta, this is called false advertising, and it's just plain illegal.

So in short:

It's not illegaly resold.
It is supported.
I did go to their support page, used their Livechat, and tried to use broken RMA form. End users shouldn't be web developers to be able to submit web form.
I did try to go through valid RMA process here: https://www.ubnt.com/support/rma/

And the statement about employee not knowing what to do is just laughable. Did you even read what you wrote? What kind of employee sends you to forums after you tell them that you bought their product and it arrived DOA? Every customer service rep will issue you RMA, no questions asked. Every one, except Ubiquiti.

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.

@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?

@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.

@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.

@dashrender too thick.

@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.

@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.

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?

@scottalanmiller no, from newegg marketplace. I'm not going through reseller as it took them a week to deliver. Ubiquiti is in NY, 2h away from me, it should take 2 days at most to send/receive new unit.

I bought Aircube on cyber Monday, it finally arrived today, unfortunately DOA. LED on the unit is flashing rapidly, it's not discoverable by mobile app and it doesn't get ip address. So I tried to contact Ubiquiti to get a replacement. And this is the fun part. They have no phone support option, the number that you can google will happily tell you to visit bunch of URLs if you require help.
So my 2nd option was to submit online RMA form. This was a no go, as the form requires date code. I have no clue what it is, it's suppose to be some 5 digits in front of serial number on the label on box. Non-existing 5 digit code.
3rd option was to use Livechat. Here I had to wait over half an hour for someone, and after explaining my issue with submitting the form, I was told that the issue would have to be escalated to L2 team, to check if the device needed RMA or some other settings needed to be done. The device is still dead, mind you, it hasn't come to life by any means. It the mean time, I peaked around web form code and figured out right 5 digit/letter combination, so I successfully submitted RMA form with fake date code. However, no email confirmation. Again, I informed chat agent what I just did, and he assured me that I would get RMA in 24h. I wasn't too happy about that. And on top, going through Ubiquiti RMA procedure, I found out I would have to pay to return dead product. Are they f....ng serious? In Europe, either seller or manufacturer is responsible for all costs to resolve issue to customer's satisfaction. And it's the law there. So after an hour of waiting and chatting, I have no RMA, I have no confirmation that I even submitted RMA, and I will have to spend even more money. All I have is a case number.

TL;DR, Ubiquiti support sucks, having good product is meaningless if you don't back it up. No phone support option, customer have to pay for their defects (return shipping) and you have to be web developer to even submit RMA form.

Here's how Apple treats their customers.
My wife got new iPhone X on Friday, it arrived with defective FaceID. I called Apple, I got real person on the phone, American, not some offshored script monkey with heavy accent. In a few minutes I had an email with case number, and another to fill the form to get a replacement phone. About an hour later I had another email with tracking number and info that replacement phone shipped. And today my wife fully enjoys her new iPhone.

That's what I call great customer service. Ubiquiti has long ways to go.

Technical reason is that reboot clears current state of the software and start from the scratch again. Running software generates junk over time that usually sits in memory, or worse, software suffers from memory leaks, Firefox is a poster child here. Rebooting wipes all that.

And if you want to get really technical, you can even mention cosmic radiation. IBM did a research on that at some point, and they concluded that a PC with 256MB of RAM was going to experience memory errors due to radiation once a month. Bump memory to 8GB and you have one error a day, statistically speaking of course. All that does not apply to ECC memory, but most desktops will not have that.