Burned out

[DenisBourque]

I have  Ruckus R320 in a Lennar home that stopped working.  I have taken it down and the socket where the cable plugs in looks burned.  I tried to enter an email to Ruckus and the system says the serial number does not exist.  I have checked and re-entered it three times yet the Ruckus system still rejects it.  How do I get support?

[Imran_ruckus]

Hi @DenisBourque 

Thank you for your patience.

Could you kindly attempt to create an admin case using the same chat link and include the serial number along with this post link? Once that is done, the RMA team will proceed with the next steps.

Please check and let me know if this works for you.

Thank you again for your continued patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[Imran_ruckus]

Hi @DenisBourque 

Greetings!!!

I trust this message finds you well.

I kindly request an update on the RMA initiation.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[DenisBourque]

I have packaged the defective Ruckus unit and will take it to the Post Office today to mail it.

[Imran_ruckus]

Hi @DenisBourque 

Thank you for your response.

I believe there may be a misunderstanding regarding the process. I think you are not required to handle this on your own. RUCKUS's shipping partner will be responsible for both delivering the replacement unit and retrieving the defective one.

Please kindly review the RMA process again through the provided CHAT link for further clarification.

Thank you for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[DenisBourque]

I think it is you who does not understand the process.  The chat message said they would not send the replacement until they receive my defective unit.  The chat person never mentioned that Ruckus would be responsible for shipping or packaging.

This entire process from reporting the problem to the agreement to replace the unit has been unnecessarily confusing.  Your system needs an overhaul to simplify it.  Directing me to the chat, failing to have the serial number in your system, and repeated emails asking for more information after I sent you pictures of where the unit was burned out were burdensome.  Treating customers differently because the product was in a Lennar home is an inusult.