Why is it so difficult to get an RMA?

[RLW]

We purchased this switch included in a Lennar home in July 2020. Connected Arris Modem and Netgear Nighthawk Dual-Band router between ISP and the 7150. Have had constant problems with the unit that were initially resolved by xFinity and a very helpful Ruckus tech person who had to take control of the switch to get it to reboot.  That level of service is gone and the "Community" and "YouTube" videos helped until this week. Dozens of reboot attempts have failed after switching modem ports, router LAN and the 5e cables for 6e.  have entered RMS requests twice on this site by filling out all the info with an image of all LED showing yellow.  All I receive are emails directing me back to this site.  The unit is defective!

[pinky_ruckus]

Hi @RLW ,

Greetings! 

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it. 

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Pinky Rajendran

RUCKUS Lennar Home Community

[RLW]

I have responded multiple times on this website to your emails including images.  Dozens of reset attempts using all possible POE combinations have failed. I have attempted to download the files required for a reboot to factory but the specific "boot" file does not appear so it can be downloaded! I will just go with my Netgear and TP Link devices which provide stronger and highly reliable wifi signals to my 14 devices. 

[pinky_ruckus]

Hello @RLW ,

Thank you for the response.

I understand that you are facing issues while trying to share the pictures.

Please upload the pictures and videos on the Google drive link mentioned below as you were unable to post the images in the Community portal:

https://drive.google.com/drive/folders/1bi2LOVqXDZvv_SU188gEc5_vwTt4jhfD

Please let me know if you have any queries in this regard.

Thank you again for your patience and understanding. 

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

[pinky_ruckus]

Hello @RLW ,

Thank you for the response.

From the pictures you shared, I understand that the status lights on the Switch is Amber and the PWR light is Green, which means that the Switch is stuck in a boot mode.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to fix the issue when the Switch is in boot mode.

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

Please follow the process as explained in the article and let me know if you have any queries in this regard. 

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

[RLW]

I only have Mac products and the "guide" never does provide help on connecting to one. Both my iMac and MacBook Pro prevent access to https://putty.org/ as it is "unsafe." I borrowed a PC laptop to attempt to follow the "Guide" provided by you but there was only an "image" file and no "boot" file to download. I have decided to not attempt to set up ethernet connections for my desktop and 4 televisions. We have adapted to using WiFi via Arris Modem, Netgear R6850 router and TP-Link extender.  Signal is more consistent and stronger.