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 ,

Thank you for the response.

I understand that you are facing issues performing Software recovery on your Mac laptop

If you cannot use a Windows laptop, please try getting console access as described in the below link: We have instructions for MAC as well.

To assist with obtaining console access on a Mac, please refer to the following video:

Video on Console Access for Mac

Additional video: https://www.youtube.com/watch?v=ZUREx-161H4

Kindly disregard the drivers demonstrated in the video. Instead, please download and install the drivers listed below before accessing the switch via the Mac terminal:

Mac iOS System Solution:

Install the necessary drivers to enable communication with the switch (ICX-7150-C12P) using a USB Type-C to console cable.

Drivers:

• Silicon Labs USB-to-UART Bridge VCP Drivers
• Ruckus Brocade ICX-7150 USB Serial Driver for Mac

Once done, please try Software Recovery process and let me know if you have any further questions.

Thank you for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community

[pinky_ruckus]

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

[pinky_ruckus]

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

[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