Ubiquiti - piss poor customer service
-
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.
-
You bought the unit from Ubiquiti directly?
-
@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.
-
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?
-
@marcinozga said in Ubiquiti - piss poor customer service:
@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.
This is a stated issue with Ubiquiti. They have basement level support (one of the reasons their costs are so low).
You're likely to get better support from NewEgg (though don't know how much better) as they are the ones who sold it to you. -
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.
-
@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?
-
@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.
-
@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.
-
@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?
-
@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?
-
@dashrender too thick.
-
@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.
-
@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.
-
@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?
-
@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?
-
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.
-
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.
-
Also this is a beta product that you should have had to willingly click through beta stuff to get.
How was it on Newegg?
