Ubiquiti - piss poor customer service
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@jaredbusch 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:
@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:
@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:
@marcinozga said in Ubiquiti - piss poor customer service:
@scottalanmiller said in Ubiquiti - piss poor customer service:
You are missing that it's not Ubiquiti causing the problem here. We don't know why different places are listing these products, what we do know is that according to Ubiquiti, they are early release and not eligible for resale.
Do you really think B&H would be selling product that's not officially available?
I don't know what B&H does, but if they are like Amazon and NewEgg, they likely don't even know what is being sold on their website. The real question is - do you really think that B&H's website listing a product is highly relevant to determining if UBNT really released a product? If so, why when it doesn't mean anything from any other reseller of that nature.
Most large resellers like B&H are open marketplaces selling whatever people put there.
B&H is official reseller of Ubiquiti. So is Baltic Networks, both are listed when you hit find reseller on Aircube page.
Again, show me official documentation that says this product is still beta. Picture in online store doesn't say a thing, it's not a piece of documentation.We did. Now who is only reading what they want to read? Now you are taking UBNT's own website and claiming that it doesn't mean anything. Fine. Then provide a resource that is from no one but UBNT that says it has been released and that support is through UBNT not the reseller. You've not done that yet, we've provided what you asked for and you are refusing to take the one piece of documentation that UBNT has in any direction.
You don't like that it says beta for the product. Okay, but it never says that it is released. So we are back to - it's not released yet.
If it's not released, how come official resellers are selling it?
Can't state this enough times - what does this have to do with anything? And did you buy it from one of them? And if so, why didn't they handle the RMA for you like they are supposed to?
I don't have to go to reseller, I can request support directly from manufacturer, that's my option.
No, it's not your option. Period. You can't just make up options as to who has to do your RMA. That's not something that you as a buyer get to do.
Is that a law or something?
Well, yes, actually, it is. It's just a normal part of contract law.
Can you quote relevant parts?
It's stock contract law. Like I said, as you are claiming a law exist that does not, you must provide the law that changes the de facto situation. Otherwise, de facto applies.
I'm not claiming that the law exist, I said it was my option to chose whether to go through reseller or directly to manufacturer. Ubiquiti has everything to do with the product, since they are the manufacturer. This isn't OEM product, it's Ubiquiti brand.
Actually, no, it is not. And I clearly linked to you the terms and conditions stating as much. Just because you got scammed does not mean that the terms and condition are invalid.
But it DOES mean that you can go after the reseller. But the issues here are between you and the reseller. UBNT is an innocent third party that isn't involved. They didn't make a product for sale, they didn't sell to you, they didn't interact with you.
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In @marcinozga's defense, BH Photo and Baltic Networks are both authorized resellers and they both do have the product available. Definitely seems like a distribution error here.
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@bnrstnr said in Ubiquiti - piss poor customer service:
In @marcinozga's defense, BH Photo and Baltic Networks are both authorized resellers and they both do have the product available. Definitely seems like a distribution error here.
I don't do business with either of them, I don't know how trustworthy either is, or if they are like Amazon and NewEgg and list third party stuff and only take it down when people complain.
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@bnrstnr said in Ubiquiti - piss poor customer service:
In @marcinozga's defense, BH Photo and Baltic Networks are both authorized resellers and they both do have the product available. Definitely seems like a distribution error here.
Or Ubiquiti hasn't posted release notes. Do they list any other beta products under main product page?
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The fact that you don't have a date code screams that they sold you a beta version of it even if it is released to sale now. You need to go through the reseller.
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@scottalanmiller said in Ubiquiti - piss poor customer service:
@bnrstnr said in Ubiquiti - piss poor customer service:
In @marcinozga's defense, BH Photo and Baltic Networks are both authorized resellers and they both do have the product available. Definitely seems like a distribution error here.
I don't do business with either of them, I don't know how trustworthy either is, or if they are like Amazon and NewEgg and list third party stuff and only take it down when people complain.
B&H has physical location in NYC where you can walk in and pick it up off the shelf.
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@marcinozga said in Ubiquiti - piss poor customer service:
@scottalanmiller said in Ubiquiti - piss poor customer service:
@bnrstnr said in Ubiquiti - piss poor customer service:
In @marcinozga's defense, BH Photo and Baltic Networks are both authorized resellers and they both do have the product available. Definitely seems like a distribution error here.
I don't do business with either of them, I don't know how trustworthy either is, or if they are like Amazon and NewEgg and list third party stuff and only take it down when people complain.
B&H has physical location in NYC where you can walk in and pick it up off the shelf.
That I knew. I know OF them, and I once bought something with a gift card because @MarigabyFrias uses them. But I'm not like "a customer" and have no idea if they do Amazon style or NewEgg style open markets or not. Amazon has physical stores too, especially out here, we can pick things up from them in many locations. That B&H started from brick and mortar (I remember them from the 80s when they were a small print ad in the back of photographic magazines) doesn't really tell us anything about the structure of their online web marketplace, though.
Nor does it tell us about their reputation. Which might be great, but all that I know about them is that they are generally overpriced so I avoid them mostly.
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@marcinozga said in Ubiquiti - piss poor customer service:
@scottalanmiller said in Ubiquiti - piss poor customer service:
You are missing that it's not Ubiquiti causing the problem here. We don't know why different places are listing these products, what we do know is that according to Ubiquiti, they are early release and not eligible for resale.
Do you really think B&H would be selling product that's not officially available?
you didn't buy it from B&H, you got it from NewEgg, So I really wonder, is B&H (no clue who they even are - never heard of them before) just has a page up for pre-sales. Don't really know.
Everything on Ubiquiti's site points that the product is still in beta.
https://i.imgur.com/2FuAW4i.png -
@marcinozga said in Ubiquiti - piss poor customer service:
@bnrstnr said in Ubiquiti - piss poor customer service:
In @marcinozga's defense, BH Photo and Baltic Networks are both authorized resellers and they both do have the product available. Definitely seems like a distribution error here.
Or Ubiquiti hasn't posted release notes. Do they list any other beta products under main product page?
At the moment, I don't know fi they have others. Traditionally, like most manufacturers, products being released in the near future would be on their main product page. That is standard and definitely what Ubiquiti has done in the past.
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@marcinozga said in Ubiquiti - piss poor customer service:
Or Ubiquiti hasn't posted release notes. Do they list any other beta products under main product page?
At a quick glance it doesn't appear so, but the beta forum seems to be the most definitive source that the product is definitely still in beta. Also like @brianlittlejohn no date code seems to be another big indicator. This definitely sucks though, I feel your pain.
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After all this, certainly try reaching out to the reseller. That they sold this doesn't mean that they won't accept a return on it. Maybe they were hoping to get lucky. Maybe they have others that are good. Maybe they got it third hand somewhere. We don't know anything about them. Give them the chance to fix it, at least.
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@marcinozga said in Ubiquiti - piss poor customer service:
@scottalanmiller said in Ubiquiti - piss poor customer service:
@marcinozga said in Ubiquiti - piss poor customer service:
@bnrstnr said in Ubiquiti - piss poor customer service:
@marcinozga Dude, is this your first time getting a bad product from a bad reseller on the internet? You seem super salty about this for all the wrong reasons. You're mad that you don't want to return it to where you bought it because it will take to long, you're mad that Ubiquiti's only support for beta products is the forum... You pulled the short straw, it sucks, go through the proper channels and get it handled correctly
No, not the first time, but it's the first time when manufacturer failed to follow proper RMA procedure.
No, you'll find it's the customer not following them here. We can't be more clear. You are ignoring their site, you are ignoring what everyone is saying. You've simply made up your own rules here and are attacking an innocent vendor because you don't want to talk to the guy you know scammed you with the excuse that they aren't as local as the mailing address of the vendor whose reputation you've set out to tarnish.
You are being unfair to UBNT here. You got scammed, you are angry, you want to hurt someone and instead of the people who did it (and might do the RMA instantly if you asked) you are just using this as a platform to attack someone who honestly, isn't even involved.
Go here and try to submit the form without date code: https://www.ubnt.com/support/rma/
Not having a datecode on the product is just one more piece of proof that you have a beta product.
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@dashrender said in Ubiquiti - piss poor customer service:
@marcinozga said in Ubiquiti - piss poor customer service:
@scottalanmiller said in Ubiquiti - piss poor customer service:
You are missing that it's not Ubiquiti causing the problem here. We don't know why different places are listing these products, what we do know is that according to Ubiquiti, they are early release and not eligible for resale.
Do you really think B&H would be selling product that's not officially available?
you didn't buy it from B&H, you got it from NewEgg, So I really wonder, is B&H (no clue who they even are - never heard of them before) just has a page up for pre-sales. Don't really know.
Everything on Ubiquiti's site points that the product is still in beta.
https://i.imgur.com/2FuAW4i.pngI had a quick look at some products here, and only Aircube seems listed on products page. No XG units, no application server, no PRO camera, no application server. If Aircube is still beta, it should be clearly marked as such on main product page, not in forums that are inaccessible without applying for early access.
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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:
@scottalanmiller said in Ubiquiti - piss poor customer service:
You are missing that it's not Ubiquiti causing the problem here. We don't know why different places are listing these products, what we do know is that according to Ubiquiti, they are early release and not eligible for resale.
Do you really think B&H would be selling product that's not officially available?
you didn't buy it from B&H, you got it from NewEgg, So I really wonder, is B&H (no clue who they even are - never heard of them before) just has a page up for pre-sales. Don't really know.
Everything on Ubiquiti's site points that the product is still in beta.
https://i.imgur.com/2FuAW4i.pngI had a quick look at some products here, and only Aircube seems listed on products page. No XG units, no application server, no PRO camera, no application server. If Aircube is still beta, it should be clearly marked as such on main product page, not in forums that are inaccessible without applying for early access.
Well, you might have a point there, but that's doesn't really change any of the other facts.
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Bloody funny read this thread.
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As for your choice to deal directly with the manufacture - I kinda agree with you.. you do have that choice, but by the same token, they, the manufacturer has the choice wither or not to deal with you.
Assuming this is a still beta product (which I do believe it is), UBNT could look in their records and see that you didn't buy from them and close the door on the case. But it sounds like they didn't do that, instead they attempted to work with you. Since you were working outside their normal chain - i.e. no date code, their system probably had to send the request to a human to handle making and RMA exception (that's assuming there wasn't a bug that make whatever data you entered crash the system, or just delete your request as a spam). So not getting an email reply ASAP wouldn't surprise me at all. -
@marcinozga said in Ubiquiti - piss poor customer service:
@dashrender said in Ubiquiti - piss poor customer service:
@marcinozga said in Ubiquiti - piss poor customer service:
@scottalanmiller said in Ubiquiti - piss poor customer service:
You are missing that it's not Ubiquiti causing the problem here. We don't know why different places are listing these products, what we do know is that according to Ubiquiti, they are early release and not eligible for resale.
Do you really think B&H would be selling product that's not officially available?
you didn't buy it from B&H, you got it from NewEgg, So I really wonder, is B&H (no clue who they even are - never heard of them before) just has a page up for pre-sales. Don't really know.
Everything on Ubiquiti's site points that the product is still in beta.
https://i.imgur.com/2FuAW4i.pngI had a quick look at some products here, and only Aircube seems listed on products page. No XG units, no application server, no PRO camera, no application server. If Aircube is still beta, it should be clearly marked as such on main product page, not in forums that are inaccessible without applying for early access.
I agree that it is not as obvious as might be useful. But it is important to understand that this is a universal standard to have products that are not released yet on product pages as if they are released. You can never tell, with any product or any vendor, the status of release in this way. Example Asus - their entire website is advertising products that have not released yet. You can't tell even when year products will release.
I don't like it either, it's a confusing way to let people know about products, but this is how everything works. Unless it explicitly tells you that it has released, you have to find out somewhere else. UBNT at least does have the info, vendors like Asus don't have it at all and leave you guessing until the product line is done and shut down. Sometimes you can never figure out if it ever released at all.
