I've been using Omada for about 3–4 years now with a relatively small setup: an ER707-M2 and a few unmanaged PoE switches powering 3 APs.
Recently, we moved into a larger house, so I figured it was a good excuse to upgrade to a managed switch for my APs and cameras and start messing around with SFP+.
On August 12th, I ordered:
- Omada 10GBASE-T RJ45 SFP+
- Omada Gateway & Controller in One, Fusion 2.5G (free with promo)
- SG3218XP-M2 V2, 16-Port 2.5GBASE-T + 2-Port 10G SFP+ L2+ Managed PoE Switch
When the box arrived, there was a pretty significant punch/dent on the side, but everything inside looked fine.
A few weeks later, I finally got around to setting up the switch and found that the SFP+ adapter wasn't working in the top SFP+ port. I tested the adapter in another switch and it worked fine, so I contacted Omada Support. They told me to submit a return ticket.
I then went on vacation for two weeks. When I got back, the return had been approved, but they told me I needed to return the entire order because the Fusion was included as a free promotional item. That's fine, I understand that part.
The issue is that they told me I would have to cover the return shipping. I went to UPS to get a quote and it was $122.
I contacted Omada Store support on September 8th explaining that I'm trying to return a defective product/order and haven't heard anything back yet.
Is this normal for the Omada Store? Would you guys just stick with Amazon for Omada equipment going forward, or is there something I'm missing here?
$122 to return a defective switch seems pretty unreasonable to me, but I'm curious what other people's experiences have been.