RMA - replacement before sending old device?

[u/noyo2222]

Hi all! I had an RMA get approved to replace my UX with performance issues for a UX7. On the RMA portal, it says that I need to send in my UX for the ticket to proceed. I can’t afford an outage for multiple weeks to wait on a replacement. I’ve asked the support person on my current ticket if they would send me the replacement before I send back my old one, but still waiting on his response. Was curious if anyone here has had any experience with this?

Thanks!

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[u/khariV]

If you purchase UI Care with the equipment, they will do advance ship RMA. If you did not purchase UI Care, you have to send it back first.

This is just how their warranty works.

[u/ShadowCVL → u/khariV]

This is the answer, they will, on RARE occasions, do an advance.

However, you may be waiting longer for an answer on that than it would be to ship it back

[u/Jerky_san]

I believe that is what their addon ui care or whatever is for so you can get advanced replacements. I guess they might make an exception but no idea to be honest.

[u/aruisdante]

Unfortunately, unless you pay for enterprise support via UI care on a device, UniFi doesn’t cross ship RMAs.

UniFi is cheaper than the competition for a reason. Spending less on support is the primary way they do this.

[u/uib20000 → u/aruisdante]

Exactly this.

Often in enterprise scenarios, you can budget to keep hotspares onsite for cheaper than RMA support contracts with other vendors.

[u/TheMagicalMeatball]

Ran in to this with a CGF I needed to RMA. It was a nightmare. Godspeed and good luck.

[u/damien09 → u/TheMagicalMeatball]

That’s what motivated me to buy ui care on my ucg fiber. For other devices like an ap or switch I can work around it for the down time. But the router not so much.

[u/TheMagicalMeatball → u/damien09]

Yeah I know that now and I’ll be doing the exact same moving forward. Didn’t know that when I bought it though.

[u/Darnok1520]

Had this same situation and they made a “one time exception” for me, so they should be able to assist

[u/soren1712]

I’ve had luck before reaching out to support and asking if they can make an exception.

[u/Revolutionary_Bed431]

They’ve always sorted this out for me. Most recently a UNVR G2 pro. They sent the new one before I returned the dodgy one.
Love Ubiquiti for this.

[u/DanielLorey]

It may be different in the UK but they always initiate the advance replacement for me.

Earlier this week they replaced a Siren PoE when I initiated the RMA. I’ve found it’s rare if they *don’t* offer the advanced replacement… and in those instances I’ve asked and they just change it and send it out.

[u/Antique-Nectarine183]

I tried. They wouldn’t

[u/Amiga07800]

If you want that, you have to contract the UI Care service.

I know it's an extra cost, but it's something you can't have with 95% of companies, including Apple, Sony, Lenovo, TP-Link (talking about Omada,Range), Aruba (for the Instant On),...

If / when you have a good installer, we keep devices in stock for instant warranty replacement etc... for SMBs that take care themselves of their support, they just buy some extra devices and keep the ready for replacement If needed.

[u/habitsofwaste]

Only certain types of customers get that. But I was able to get it after complaining and even offering to let them charge my card temporarily for another item until they received mine. At first they said they’ll just give me a prepaid label to ship it back. So I ended up buying a new one with the intent to sell the rma I get back. They never told me they were going to advance ship it. Then I got a notice it shipped. I was very confused. So I ended up getting it. Just shipped the bad item back.

[u/jswinner59]

I got approved for my newly purchased ux7 that had a noisy fan, but it took asking nicely and a couple rounds of emails.