Ubiquiti - piss poor customer service
-
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.
-
@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.
-
@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.
-
@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.
-
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.
-
@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.
-
With Ubiquiti, if you are within the reseller return period that is the easiest, fastest way to get a product replaced.
-
@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.
-
I read that, and stand by my statement... my RMA with them for a switch took 3.5 weeks...
-
@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.
-
Return it to the seller and get your money back.
That is the only logical thing to do at this point. -
@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.
That's not how these things work, though. You have to go through the right channel, no matter where it is located. Also, that the company is in that place doesn't mean that the customer service, repair service, or logistical shipping and handling are there.
-
@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.
-
@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?
-
@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?
-
@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.
-
@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?
-
@marcinozga said in Ubiquiti - piss poor customer service:
@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.
How you use a test product that is only to be used for enterprise users testing as you voluntarily got it without support matters 100%. Their customer service is fine, Ubiquiti is not the issue here.
-
@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.
