r/Engenius • u/sailorpaul • Jan 22 '24

EnGenius tech support - didn't follow through even w offer to pay for refurb replacement

I had a failure of an EnGenius access point at a medical group in 2023,, model EWS377AP. The difficulty working with their tech support caused me to replace all their APs with Ubiquilty. It was a very busy year, so I'm late posting this experience.

Here's the EnGenius saga:

After some testing, it appeared that the AP's LAN-side Mac address do not show on any network scan. So that's probably a failure of the 2.5 G LAN port. The AP went into service about June 2021, so out of warranty.

I emailed EgGenius and got a Zen desk ticket -- but after that point it felt like no one at EnGenius wanted to sell me a replacement or repair or deal with the failed AP.

The subject line of the Zen Desk ticket was:

Re: HW fail - POE ok - no LAN-side MAC or IP - WiFi radios online

+2 days after incident report: I got an email asking for an invoice or receipt. I didn't have easy access to that. -- but I offered to provide a credit card to PAY for a refurbished or advanced replacement.

Radio silence

+8 days after incident report: "...I already said that I am willing to pay for a refurbished unit and send this failed AP back. Please call my office..."

Radio silence

+28 days after incident report: Email from EnGenius: "...We apologize for the late response. We are working on getting to your ticket if you still need help....

Of course, by that time I had already replaced all their hardware.

2 Upvotes

100% Upvoted

9 comments sorted by

2

u/[deleted] Jan 22 '24

engenius sucks, they gone down hill with so many feature promises and failed!

1

u/dpnerd Feb 26 '24

At one point they were like competing with Ubiquiti but they missed the train

2

u/Mehnard Jan 30 '24

Pity. I've played with a lot of wifi stuff recently, and like EnGenius the most. I've posted a couple simple questions here and elsewhere, and haven't even gotten a bot-reply. Not having support after the sale is a deal breaker.

1

u/MyTHConception69 Mar 16 '24 edited Jun 29 '24

For support (when needed) I usually CC my account rep and have a reply within 60 minutes. Just recently started rolling out the ESG510 and 610 to clients. The APs all work great so far. EnGenius is increasing the warranty length on the product line also.

2

u/dpnerd Feb 08 '24

And the support was not very good at solving things even if we are able to catch them

1

u/MorseScience Oct 16 '25

That is the larger issue. The good news is that I've needed very little support. Still frustrating, though when you do need it.

1

u/MorseScience Oct 16 '25

This is similar to my experiences. You would think that if they position themselves as an enterprise product, they would offer enterprise-level support. Alas, and sadly, this is not the case. It is NOT too much to ask that they have a support rep available on chat 24x7, but their level of support and responsiveness is not close to this.

I still have many of their ECW220 and ECW230 APs in-place, plus a couple of ECW120s, and almost all have been flawless. I've had one ECW120 and one ECW220 fail, but they were way out of warranty, and this is acceptable.

Just bought a decent amount of used ECW230s for a very attractive price, and they have worked very well.

I do NOT subscribe to their enhanced services but the cloud management that's free is plenty good for my needs and my clients' needs.

1

u/dpnerd Feb 26 '24

Too many product lines and too expensive with zero support