Ubiquiti - piss poor customer service
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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.
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@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.
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@marcinozga What made you think is was a Standalone Home AP??
Yes it's a AP but all the Datasheets and manuals clearly say and show it's for connecting to CPE infrastructure.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.
OK now the fact it's DOA, yes you should be able to return it and if they are taking there time to respond I can see why you have issues. Also I agree it doesn't say that the product is still in Beta.
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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.
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@marcinozga said in Ubiquiti - piss poor customer service:
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.
Yes I agree the handling seems to have been poor,
But you're just interpreting a image as it's a consumer unit. Read the page and you can tell it's for ISP's to deploy to the clients/End users site.
Also Ubiquiti are not really in the "Consumer" market they are more aimed at "techy" people. -
@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.
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With Ubiquiti, if you are within the reseller return period that is the easiest, fastest way to get a product replaced.
