R510 Access Point Dead

[seanadam]

My access point was whirring all weekend. It has a red dot, and is showing offline in the app.

We paid an IT person (a lot) to take it off our ceiling. He confirmed it is dead. It is supposed to be under warranty.

I'm trying for the 7th time to make this post. I've been hung up on by Ruckus support multiple times.  Very concerning.

Please help and let me know what I need to do to process my warranty. 

Respectfully,

[Imran_ruckus]

Hi @seanadam 
Greetings!

Thank you for your response and the update.

I believe that the option in question is not mandatory; you can leave it blank and proceed. The R510 model does not have any specific release associated with that selection.

Thank you once again.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[seanadam]

Hello Imran,

As you said, I was able to choose the R510 without choosing the software. It gave me a green "success" message, but no indication by email or otherwise to confirm if one was coming my way. Is there a way you can verify? Or can you tell me who may be able?

[Imran_ruckus]

Hi @seanadam 

Greetings!

Thank you for your response.

I checked internally with the RMA team and found that you had indeed submitted an RMA request. However, the request was closed because the link to your community post was not provided when prompted.

To proceed, please initiate a new RMA request using the chat link provided in the original RMA post. When prompted, ensure you share both the serial number of the Access Point and the link to your community post.

For your reference, here is the link to your post:
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/R510-Access-Point-Dead/m-p/1...

I hope this information helps.

Thank you once again for your patience.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[seanadam]

Imran,

I just went through the process AGAIN!

At no point does the chat or questionnaire ask for a link. It just takes me in an endless chat loop sending me to knowledge banks and assigning me to customer care. I tried entering the link in the same field as the serial number but if I hit enter on my keyboard it send the message with just the s/n.

I have wires hanging from my ceiling. I'm spending hours working on this ridiculous task. I'm seeing very clearly why Ruckus products have 2.6 ratings on Amazon which point out how bad the support is. I think some reflection is desperately needed by your company.

This process is ridiculous and unreasonable. Just send me my replacement! I've jumped through all the hoops to prove my unit is broken. I've proved it's broken and I'm STILL being made to jump through impossible hoops. Ruckus is making the process of honoring their warranty an impossible task.

This is bordering on fraud and I think a class action is in order.

Please initiate my return. The instructions you have provided DO NOT work.

I just want my warranty honored.

Respectfully,

[Imran_ruckus]

Hi @seanadam 

Greetings!!!

Thank you for your response and the update.

First, I sincerely apologize for any inconvenience you may have experienced.

That said, the standard process involves initiating a chat session, placing the RMA request, and providing the unit's serial number along with the post link when prompted. This process has generally worked well, and we haven't encountered the type of issue you're describing.

We kindly ask that you try connecting with us via chat once again to complete the necessary steps. Please note that the RMA has already been approved on our end, what remains now is for the final steps to be completed through the chat support.

This forum is primarily used for technical support and RMA approvals. For any additional assistance or issues during the process, our chat support team is the best point of contact.

Thank you for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community