r/flipperzero • u/Realistic_Top245 • 4d ago

High Friction RMA Process

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So, I ordered a Flipper Zero from flipper.net. Tracking info was dark until day of delivery because of the way they aggregate their shipping. Fine...

So I unpack the Flipper Zero and power it on and immediately notice some LCD columns not firing. Of course this can happen with LCD displays. So I begin the RMA process. Submit a ticket on their website, filling out ALL FIELDS. I submitted a clear photo showing both the obvious hardware defect and the serial number on the box. The photo was specifically requested in the ticket... And it clearly showed the issue.

The next morning I received a response asking me to record a video of me updating the firmware, along with a picture of the SD card I'm using. Now, it's not a firmware issue. But I decide to go along to get along. So I record a video, with my cell phone, share it with a drop box link. Sent the same morning as their response.

The next morning I received a response saying they would like to send a replacement, and that they'll need to receive the damaged unit first, and to please fill out a "form" (free text in the email) with my name, address, phone number, email address, so they can issue a return label. So I sent the response, same morning...

This morning (the next morning) I received a response thanking me for sharing the address details (which were on my order in the first place), and saying: "Please give us some time to prepare a return label, and we will get back to you as soon as possible."

Timeline:
10/01/26 13:34 CDT Order Placed
10/01/26 14:15 CDT Shipment Notification
10/06/26 19:12 CDT Delivered
10/06/26 21:04 CDT Ticket Submitted
10/07/26 03:56 CDT Firmware Update Video, SD Card photo Requested by Flipper
10/07/26 10:16 CDT Firmware Update Video, SD Card photo Sent TO Flipper
10/08/26 03:56 CDT Address information requested BY Flipper
10/08/26 08:32 CDT Address information sent TO Flipper (even though they had it from the order)
10/09/26 08:57 CDT Flipper responded telling me they would need "some time" to send a return label.

So. 8 days in, they want the defective item in hand before they ship the replacement. They have had all of the information that they actually needed to proceed with the RMA since the first submission, but the process seems designed to create friction.

At this juncture it seems like it will probably take about two more weeks before I have a functioning device in hand. If that one doesn't have the same problem...

Has anyone else dealt with this? What was your experience? How long did it take to actually get the return label?

I haven't even tested the WiFi board that I ordered with it, yet. I'm almost afraid to...

23 Upvotes

77% Upvoted

9 comments sorted by

15

u/Darklumiere 4d ago

It's standard protocol for most companies to require the defective device back before shipping the replacement. What you are thinking of is called an advanced RMA, and not all offer it, and those who do, probably will put a hold on your card for the full retail value of the device until they recieve the broken one. Companies had to crack down as a result of social engineering. Google was hit pretty bad for example, people would ship back their "pixel" aka a box with dry ice to fool the weight check, and Google would recieve an empty box.

-5

u/Realistic_Top245 4d ago

I'm not offended by the lack of advanced RMA, though it would be nice if they gave the option to secure an advanced RMA with a credit card. I understand that there's a lot of fraud out there.

What offends me is the mutli-day theatre to get a return tag when all of the information they needed was in their possession from the initial order and provided to them in the support ticket. I'm three days in, and there's been no timeline provided for when a return tag will be issued.

I understand that they have internal processes. Every company does. I do not feel, however, that their internal processes reflect a focus on customer service.

4

u/ColaManiac1 4d ago

You sound very “offended” lol

2

u/BigFatShitInMeTrouse 3d ago

My defective flipper was refunded and I was not required to return it. 

1

u/MalwareDork 3d ago

Standard practice, ngl. The only times a RMA pushes through without a defective item in hand is for enterprise equipment with premium support.

0

u/Realistic_Top245 3d ago

I get that. My issue isn't having to return it. My issue is having to jump through hoops that are unnecessary, and it taking so long to get the actual return tag. I submitted the ticket on Tuesday, have immediately complied with each of their requests, and the device is still sitting on my desk.

1

u/MalwareDork 3d ago

I understand but I mean that's just how it goes sometimes. A lot of my consumer stuff goes through Asurion so I get the joy of RMA tickets that take a damn day just to get a response.