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TAC refused to RMA AP-125 with brittle plastic casing

So we just RMA broken AP-125 that won't boot. Unlike the newer AP, AP-125 has plastic casing including the mounting. But since the unit was up for almost 10 years, the plastic becomes brittle and when we tried to remove it from the mount, the mounting mechanism on the unit broke. It's not the first time this is happening to us and we always get the replacement unit.

 

However, they refused to service our unit this time and keep saying that it's physical damage. But come on, the brittle plastic has nothing to do with unit not booting up and it's clear that the unit hasn't been dropped or something. Already escalated the case, but they still refused to service them. What should I do in this case?


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MVP Guru

Re: TAC refused to RMA AP-125 with brittle plastic casing

I'd be surprised if they did RMA it, 10 years is a good run for an AP!

 

The AP also went end of support 1-Aug-2018.

 

https://www.arubanetworks.com/assets/support/EOS_AP-124125_2.pdf

 

Have you spoken to your Aruba Account Manager?


ACMP, ACSA, ACDX #985
If my post addresses your query, give kudos:)

View solution in original post


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Highlighted
MVP Guru

Re: TAC refused to RMA AP-125 with brittle plastic casing

I'd be surprised if they did RMA it, 10 years is a good run for an AP!

 

The AP also went end of support 1-Aug-2018.

 

https://www.arubanetworks.com/assets/support/EOS_AP-124125_2.pdf

 

Have you spoken to your Aruba Account Manager?


ACMP, ACSA, ACDX #985
If my post addresses your query, give kudos:)

View solution in original post

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New Contributor

Re: TAC refused to RMA AP-125 with brittle plastic casing

The problem is that I asked them before I send back my unit. I even sent them the picture. They confirmed that the unit was eligible and I already received my replacement unit. However, two weeks later, they gave me a call today and demand the new unit back. When I asked why they confirm that it was eligible, they told me that the person has no power to sent out such confirmation. I'm very confused now.

I haven't spoke with my Aruba Account manager yet. In fact, I have no idea who that was. The purchase was done by IT staff long time ago which has long gone by now.

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Re: TAC refused to RMA AP-125 with brittle plastic casing

Not trying to start any battle or argument, but there's a whole slew of them on eBay for about $20-$30 including shipping. It might be worth a look.

 

David
Sr. Trainer and Author of "Understanding ArubaOS: Version 8.x" book

--Give Kudos if you found something helpful, important, or cool.
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New Contributor

Re: TAC refused to RMA AP-125 with brittle plastic casing

Hi,

 

They just called us and replaced the problematic units with AP-135. Appreciate your suggestion, BTW.

 

Thanks!

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