How do I get a TAC for a RMA??

[Wendypmc]

My switch is defective and needs to be replaced. I was told to come back here and ask for a TAC for my RMA?

[Imran_ruckus]

Hi @Wendypmc 

Thank you for your response and update.

Apologies, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only. RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

This forum is on best best-effort support basis.

Before RMA we need to check the possible Troubleshooting steps. If the reset using a paper clip does not resolve the issue, the next step would be to perform a Software Recovery on the RUCKUS ICX-7150-C12P Switch. Please refer to the following RUCKUS Lennar Knowledge Base article for detailed instructions on the Software Recovery process:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-RUCKUS-Switch-with-an...

Feel free to reach out if you need any assistance at any point during the recovery process.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[Wendypmc]

How do I do that? I continue to go through multiple steps and then inevitably receive the canned “ apologies, effective Nov 2022” response.  I would like to move forward with this request to receive the replacement. What is the step by step process to request the replacement? I have posted on multiple spots within the “Lennar support” pages.  Any better guidance and support would be greatly appreciated. 

[Imran_ruckus]

Hi @Wendypmc 

Thank you for your response.

Please note that we cannot proceed with an RMA without attempting the recommended troubleshooting steps. As mentioned previously, this forum operates on a best-effort support basis.

The issue you are experiencing is software-related and can be resolved by following the troubleshooting steps provided. According to company policy, replacements are only applicable to hardware defects, not software issues.

I kindly request you to follow the Software Recovery steps outlined in the article shared in my previous message. If you encounter any challenges during the process, please feel free to reach out, and I will assist you.

If the issue persists despite following the recovery steps, we can then consider forwarding the RMA request.

We have designed the guides to be as user-friendly and non-technical as possible. However, if you continue to experience difficulties, we recommend seeking assistance from a technician or outside support.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[Wendypmc]

Sur

Sir

i had completed all of those steps last night after being informed to do so and researching through this group. These actions and my response is why the switch was deemed defective and the rep stated I needed the TAC for the RMA. I have worked every angle to attempt to recover, review in these posts, and complete additional research but nothing has resulted in the switch rebooting or working.   Could you please send me the approval / TAC for replacement? 

Thank you

[Imran_ruckus]

Hi @Wendypmc 

Thank you for the response and the update.

Could you please let me know at what step during the Software Recovery process you are stuck on? and share a screenshot of the error (if any). Additionally please share a picture showing the Software Recovery cable connection between the Switch and the laptop.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community