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?

[Wendypmc]

Sir

I’ve stated that I have completed the requirements days ago while doing what I was initially instructed to do via the forum, yet proof via picture is now required. That will make me complete all steps again and I am not going to do that for a second time.  The unit is broken and will not reset.  I have posted on my community chat of all Lennar homes. All who have had this same problem have required a replacement after conducting all of the “resets” instructed.  Additionally all suggest moving to a different product specifically because the customer support without a phone call or email response is not customer friendly. I kindly ask once again for a TAC for the RMA. If not I’ll move on to a new brand product and remove ruckus from my home.

[Imran_ruckus]

Hi @Wendypmc 

Thank you for the response.

Apologies, as per our policies we need the all the details before RMA. As mentioned in my previous post if you tried the Software Recovery process already, 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

[Imran_ruckus]

Hi @Wendypmc 

Greetings!

Please use the private chat option to respond so we can proceed further. For your reference, I have included a screenshot below.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi 

RUCKUS Lennar Home Community

[Wendypmc]

Imran

I understand you’re stating there are policies that require pictures. These policies also eluded to requiring take action prior to engaging directly (which I did). Those initial directions I followed did NOT state to take pictures or document the steps taken.  I followed all directions I could find and as I stated on 12 Nov, the system still failed to reboot and is deemed inoperable. Also as mentioned the initial customer service concurred and stated the system would be replaced with the caveat that I needed a TAC for the RMA.  This secondary process of engaging via this chat mechanism is not helpful and not customer friendly.  I did, what I believe as a customer, is above and beyond my part to attempt to salvage this switch.  At this point, and as stated in my last post, this system is now not useful to me and I will replace it unless a replacement is sent to me.  I’ve spoken to many other Lennar home owners in my neighborhood and everyone had stated this process is overly convoluted and not customer friendly therefore they have opted to replace their equipment when it failed. Of the 86 homes that were build with Ruckus equipment installed 52 of them have replaced their equipment. This shows that the product and service is not sustainable and that Ruckus has minimal desire to stand by their product.  

[Wendypmc]

Hi Imran

Im not sure why I’m being asked to use the private chat function. Could you explain the rationale? The forum and all direction states to use this method for communication as per multiple emails that I receive “Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via a community forum support model and hence no phone calls or emails will be accepted. You can find the Ruckus Support for Lennar Homes at https://community.ruckuswireless.com/ and select ‘Ruckus Lennar Support’ or by searching for it in your search engine of choice.

You will need to create an account on the forum to receive support.” I do believe this is the community forum portion of the site.   

Additionally, the message asks again for the same information I have explained repeatedly.