Netonix Forums

I have a box of 10 switches, all either failed, lightning damaged, or poorly grounded caused failures,
rather then spending 6 months blaming and accusing,
just sell us a replacement board at a reasonable cost that we could just slap in and get back to doing that which we do best?
I see no reason for you to be burdened with testing something we already know is bad,
and to ship full switches back and forth, waiting 6 weeks for turn around?

any merit to this?

Our RMAs have been 2 weeks or less turn around total for past 2 month.

We changed up the way we do RMAs when Julian left.

So RMA's collect for a week M-F.
Saturday and or Sunday we repair and box.
M-F I send out RMAs that are warranty and send out Emails for repairs fixed over the weekend.

Hunter and I do all RMAs on Saturday and or Sunday if needed and we do all RMAs we get in during the week.
Past 2 Saturdays we were in office as late as 1:30 AM completing all RMAs that had collected during the week.
Average week of RMAs is 25 to 30 units, on a LARGE week the highest # we have seen is 41 RMAs.

This is storm season so we see a lot of this during this time of year:


This was a WS-12-400-AC over 2 years old
New Power Supply, New Board, New AC Socket and Harness
Total Cost $275.00 verses a NEW Switch of $399.95

We lose money on every RMA but we want this opportunity to "try" and determine the cause and yes try and get the customer to fix whatever caused it as we want RMAs to be limited as we do lose money on everyone. Plus in this situation it would be in our best interest to simply say BUY A NEW ONE.

But we fixed it:

Plus when your talking about a WS-6 or WS-8-150-DC or WS-12-DC or WS-26-DC there is only a Board and a Chassis so a NEW board if I was to sell it would be maybe $20 less than a new switch.

Not to mention the boards need tested and serialized which we have a test rig here for that.

The WS-12 board is used in 5 models, the WS-26 board is used in 4 models so they need to be serialized to match their application.

Selling boards is a hassle and more involved then simply sending your a board.

We would need to know the unit it is destined for.
We would need to remove one from inventory, and mark as RMA replacement for (insert MAC).
We would need to breadboard it to test and serialize.
Then repackage it and ship it.

Would take more time to do all this than normal product test and serialize as they are done in runs of many hundreds if not thousands depending on model and we are set up for this not for individual board replacements.

The fact that we will repair units that are damaged and or out of warranty is a rarity and yet people still want more. And we do it for a loss on almost every RMA.

I have a least 3 rma's older than a month not answered,
and you could serialize them before sending them,

I see the following 3 RMAs for you and the Status for all 3 units is NOT RECEIVED
We did issue an RMA # on 5/30/2018 but as of yet not received.

From: Chris [mailto:chris@netonix.com]
Sent: Wednesday, May 30, 2018 4:39 PM
To: 'TCKnudson'
Subject: RMA 2174-2176

If you sent them please provide Tracking #(s)

Also note all 3 of these units listed below are way beyond warranty period so even if they are failures and not damaged most manufacturers would simply say "Sorry they are out of warranty period".

*******************************************************
RMA#: 2174 <= NOT RECEIVED
Warranty or Repair: Repair
Date: 05/29/2018
Forum name: tcknudson
Model: WS-10-250-DC
MAC: EC:13:B2:C1:22:EC
Purchased from: Netonix
Date purchased: ?? = Order # 145001479 | May 12, 2016 6:54:13 PM
Symptoms: switch just died, in office environment, no lights, no nothing,
Maybe power supply went out
*******************************************************
RMA#: 2175 <= NOT RECEIVED
Warranty or Repair: Repair
Date: 05/29/2018
Forum name: tcknudson
Model: WS-8-150-DC
MAC: EC:13:B2:E1:23:98
Purchased from: Netonix
Date purchased: ?? = Order # 145002522 | Nov 30, 2016 7:14:30 AM
Symptoms: Died after 6 months in place, no weather issues,???

SO YOU WAITED OVER A YEAR AFTER FAILURE TO REQUEST AN RMA # ???
*******************************************************
RMA#: 2176 <= NOT RECEIVED
Warranty or Repair: Repair
Date: 05/29/2018
Forum name: tcknudson
Model: WS-12-DC
MAC: EC:13:B2:A1:05:94
Purchased from: Netonix
Date purchased: ?? = NOT PURCHASED FROM NETONIX - DATE OF MFG: 9/26/2015
Symptoms: Not used as it required specific voltage, I get it out from time to time and use it to test something, this time it does not work
*******************************************************

I did not send them as I have never received an RMA number, you site says not to send until we do,
that is my whole point,
my time is worth more than every switch you make,
and to take two hours of my time to request and rma,
two hours to ship product,
wait 1 or 2 months to get back,
when I can click on a link, get a board and pop it in in 5 minutes,

come on,
you better hope no one else designs a product that can compete

"Refreshing that a vendor sells replacement components"

How was this post ever allowed on your site, after this post?

Were not asking you send them on warrantee,
we have paid for every repair we have ever asked for.

tcknudson wrote:I have a least 3 rma's older than a month not answered,
and you could serialize them before sending them,

Refreshing that a vendor sells replacement components

tcknudson wrote:I did not send them as I have never received an RMA number, you site says not to send until we do,
that is my whole point,
my time is worth more than every switch you make,
and to take two hours of my time to request and rma,
two hours to ship product,
wait 1 or 2 months to get back,
when I can click on a link, get a board and pop it in in 5 minutes,

come on,
you better hope no one else designs a product that can compete

OK I sent you your RMA #s back on 5/30/2018 within 24 hours of you requesting them.

From: Chris [mailto:chris@netonix.com]
Sent: Wednesday, May 30, 2018 4:39 PM <== Date I sent you RMA #s
To: 'TCKnudson'
Subject: RMA 2174-2176 <== RMA #s

I can not help if you did not receive the email or in a reasonable amount of time say hey I did not get it but I bet you did and maybe in your spam folder.

And as I said RMAs come in 1 week and go out the next week, this has been the practice for 2 months, prior to that RMA turn around in shop was 2-4 weeks. There was a time during the hurricanes that we were 4-6 weeks out because of fixing all the water damaged switches for Florida, Texas, PR, and the Caribbean. We did prioritize WISPs affected by Hurricanes over other WISPs.

Once again all your switches you want to RMA no other manufacturer would accept as they are 2+ years old but we will.

And what other switch manufacturer sells replacement boards?

tcknudson wrote:I did not send them as I have never received an RMA number, you site says not to send until we do,
that is my whole point,
my time is worth more than every switch you make,
and to take two hours of my time to request and rma,
two hours to ship product,
wait 1 or 2 months to get back,
when I can click on a link, get a board and pop it in in 5 minutes,

come on,
you better hope no one else designs a product that can compete

Replacements are available here: https://www.netonix.com/wisp-switch.html