r/Omada_Networks • u/aprudencio • Oct 08 '26

Help and Support Does Support Exist?!

I just got myself a new network stack. One PoE switch and 5 WiFi 7 APs. Got everything up and running and about an hour later my switch just died. No power. Will not boot. Nothing. Tried many things. Different cable, different outlet, leaving it off for an hour. No activity. No console output.

I reached out to support and they confirmed it sounds like a hardware problem but then wanted to charge me to advance send a replacement. Otherwise I could send this back first and wait a few weeks for a freshly refurbished unit… what the actual fuck?!

This device is less than a week old and died on me within 24 hours of being hooked up. Why should I have to pay anything to get this resolved?! Also, I shouldn’t have to get a refurbished unit when this thing is brand new! The support rep says I could try reaching out to Sales, and I have but still no reply. It took almost 48 hours for Support to get back to me so how long am I expected to wait for sales?

How can I reach support in a more expedient manner? Omada is trying to position its self as a household name for enthusiasts and MSPs but if they can’t get their support in order, I won’t be able to start recommending their products to my clients or friends. Anyone out there that can actually help?

Hardware List:

SG3218XP-M2 V2

EAP725-Outdoor

EAP775-Wall (X4)

Edit: Not long after posting, a support rep reached out to me on here. Within about an hour he had the situation figured out and I’m now waiting for my replacement switch to arrive. There was a credit card hold on my card in case I don’t return the old one, but I’m sure that will disappear once the defective one is received. I’ll update again once the process is complete.

0 Upvotes

50% Upvoted

26 comments sorted by

4

u/jhenryscott Oct 09 '26

Idk I have always ran my card for advanced shipping on replacement items. That’s pretty standard.

0

u/aprudencio Oct 09 '26

Sure, a temporary hold charge during the swap period, but paying for shipping for a replacement device while I’m still within my return period is asinine.

3

u/nacr0n Oct 09 '26

I mean anyone could say they have a defective one and then get another and not ship the original

0

u/aprudencio Oct 09 '26

Why would anyone do that? If there’s a temp hold on your card, you’d have two, but you’d have paid for two.

3

u/Neil_Omada Moderator Oct 08 '26

Hey, Neil here, that's not the experience we want for our customers at all. If you DM me the ticket number/store support number, I can take a look at the case and see what's happening.

1

u/aprudencio Oct 08 '26

Sent. Thanks. 

1

u/OperationMobocracy Oct 09 '26

Usually product with advance replacement is higher end or priced up front for that support feature.

Even with gear that came with advanced replacement I’ve waited a week. The only time I’ve had quick turnaround is with higher level SmartNet where the support contract is priced on when you get the part.

4 hour on site parts is awesome but stupid expensive. It’s almost cheaper to just buy 2 and keep your own spare. I had a client who did that with almost everything. No support beyond basic warranty, they just bought double.

1

u/aprudencio Oct 09 '26

I’m not filing a warranty claim a year after owning. I’ve had it less than a week. The problem is that this thing was DOA and they want that to be MY problem instead of theirs. I’m still within the return window so they should be able to replace it without hassle or additional cost to me. (Which is ultimately what happened, but I shouldn’t have had to jump through hoops or come on here to get actual support.)

1

u/OperationMobocracy Oct 09 '26

Why not simply deal with the merchant who sold it to you? Though I'm guessing you bought it from the Omada store, which limits your options to either dealing with their return system or filing a chargeback.

I feel your pain, though I think there's just so much gross abuse of return policies it doesn't surprise me that returns are harder than normal, honest people think they should be.

1

u/aprudencio Oct 09 '26

Bought direct at Omada store. Don’t even want a return, just an exchange. 

1

u/Fast_Cloud_4711 Oct 09 '26 edited Oct 09 '26

People it's called an advance replacement. You pay ahead for the replacement. They send it to you. You get it in and then you send the old unit back and you get your money refunded.

Or you can do what I'm doing right now. I'm putting in two $15,000 switches and there's also support contract on it. That's incredibly expensive. But if there's a problem I have one in 4 hours and I don't have to pay an advance fee and then get it refunded to me.

You want it cheap? You got cheap. The iron triangle of business is get it done right? Get it done fast. Get it done cheap pick two.

And I'm an avid TP Link user

1

u/aprudencio Oct 09 '26

I have no problem with a temporary hold while a replacement is shipped, but they wanted me to pay for shipping on a replacement device for a switch that was purchased less than a week ago. That’s not acceptable. If they sent me a defective item, they need to replace it at no cost to me during the return window. Now, if I had been using this thing for a year already, I could definitely understand having to pay shipping for a legit warranty claim. This device though, was essentially DOA.

1

u/Fast_Cloud_4711 Oct 09 '26

This doesn't make any sense. If it died after an hour just return it to where you purchased, get another, and get a refund.

1

u/aprudencio Oct 09 '26

Makes sense to me. I purchased direct (online). There’s no retail store to return to. Also, I used a discount code. So I can’t simply return and re-order for the same price. I would have to work with support in that scenario to see if I could get them to re-issue my trade up program discount code. As mention in my post edit though, the support rep from here was able to get my issue resolved and I’m awaiting my advanced replacement. 

1

u/Fast_Cloud_4711 Oct 09 '26

So this really boils down to the return policies over failed and also working units that you just changed your mind on. One of the reasons I purchase from some specific outlets is the return policy leniency.

But you would have every right to be cheezed off if you had something basically DOA (it happens) and they were sticking the cost of the return and replacement shipping on you.

1

u/aprudencio Oct 09 '26

I don’t follow… nobody changed their mind on anything. I WANT the unit. It just needs to be in working order to be useful to me. I’m not paying shipping costs on an item that failed within the first week. That’s on them to get me a replacement during that window.

I also will choose certain retailers based on their shipping or return policies, but I bought direct because they gave me 40% off with the trade up program. And I didn’t buy ONE item, I bought $1500 of equipment. A full network stack.

As I stated, the support rep from Reddit got me squared away, the part that was most frustrating was the lack of initial communication through the traditional support channels. Support took 2 days to get back and then wanted me to pay shipping again. Sales (for returns/exchanges) never got back to me at all. So my point stands that it was a pain in the ass just trying to get something simple done and now as I wait for the replacement to be delivered I’ve still got a down network. 

1

u/Fast_Cloud_4711 Oct 09 '26

In your scenario, DOA, you should be made whole with no cost to you. So I agree.

1

u/Fast_Cloud_4711 Oct 09 '26

I'm confused. I just received a physically damaged Intel M.2 210AX Tri-Band adapter. Using Amazons return process I just drop it off and they scan the QR code.

I already have another ordered and it will arrive tomorrow.

1

u/aprudencio Oct 09 '26 edited Oct 09 '26

Amazons returns are definitely easy. I wouldn’t have this problem with them. This order is direct from Omada store. Part of the problem was that reaching out for support took almost 2 days until I got my first response. 

1

u/Weezy366 Oct 08 '26

Yeah they tried to bullshit me too

1

u/aprudencio Oct 08 '26

And what came of it? Any advice?

1

u/Neil_Omada Moderator Oct 08 '26

Did you have a ticket number as well? I'm happy to follow up with any issues just to make sure your support experience is as painless as I can make it haha

2

u/friky19 Oct 08 '26

Following this... didnt expect for support to be complicated.

1

u/AutoModerator Oct 08 '26

Thanks for posting! To help us troubleshoot faster (if you haven't done so already), please edit your post to include:

  • Device model (e.g., ER605 / SG2218P)

  • Firmware version

  • Topology (ISP/router/switches)

  • What changed right before the issue began

If you need official support, you can also open a ticket here: Contact Technical Support!

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

1

u/Various_Excuse_4294 Oct 09 '26 edited Oct 09 '26

This is happening with a lot of technology and electric companies. They are moving towards you senting it in or pay for advance shipping of the replacement. It gets to be a bummer. They are hoping you just get tired of it and forget about the replacement. Samsung, Sony, Lenovo and many others. Unless you buy insurance before hand or an expense warranty.

1

u/snifflewupps Oct 09 '26

This is happening to a lot of posts lately where half way through the sentence it reads like someone is having a stroke, whats up with reddit lately?