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 

As already mentioned multiple times, RMA is a different team for more clarification check on the same link.

NOTE: WE HAVE APPROVED THIS RMA ON AN EXCEPTIONAL BASIC EVEN IF YOU HAVE A PROPER WORKING AP AND YOU ARE UNABLE TO FOLLOW THE TROUBLESHOOTING PROCESS.

We just want to help you. Hope you understand.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[DenisBourque]

This message looks like I am responsible for returning the defective unit.  I tried a chat inquiry but only got automated messages.  Should I wait for the new unit and shipping instructions, or ship mine in now?

Hello Team,

Hope everyone are doing good...!

Please be notified that this RMA was created as return to factory to get the replacement, defective must be returned first to the below address.

UPS c/o Ruckus Wireless
RMA case(01893677)
2230 Outer Loop
Docks 427-429
BLDG # 4, Louisville
Kentucky, 40219, United States
(800) 742-5877

Please share the tracking # once shipped.
We will ship the replacement within 15 days of the successful receipt of the defective.

Return Shipping Instructions:
While creating the return package, only include the defective unit(s) in it. Please note that accessories such as power cord/adapter, PoE adapter, antenna, mounting kits, etc. should not be sent along with the faulty unit(s).
If you have any question kindly let me know to help you.

[Imran_ruckus]

Hi @DenisBourque 

Thank you for your response and the update.

Please follow the guidelines from the email provided by the RMA team.

Feel free to keep us informed if you require any further assistance.

Thank you again for your patience.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community