Disappointed with eero RMA process
(originally posted on the eero subreddit, cross-posting here for visibility)
Despite being a normally-placid Canadian, I'm feeling pretty ticked off at the moment. Perhaps /u/nsweaves can help, because unfortunately eero support (or their order management team) has dropped the ball on this one.
As detailed in my previous thread (see here), my gateway eero developed a defective ethernet port. As a result, all of my ethernet (wired) devices have been disconnected from the network since last Friday (I only have one full-sized eero, so without that ethernet port I can't connect any wired devices).
This means I have no network backups to our NAS, no home phone (an Ooma), and no access to our Plex server. My wife and kids are not happy with any of this (especially the Plex server!).
After a few calls to support, on Tuesday (February 13) I was told that the gateway eero would be replaced under warranty and that a new one would be sent out right away. I received multiple emails that day, including the RMA authorization at 12:49pm (Mountain) and a return shipping label at 1:19pm. So far, so good. Support said that it was possible that a replacement would be shipped that day, and the emails were sent fairly early in the day, so I hoped that they'd get the replacement sent out by close of business. Nope.
No big deal, I thought. Maybe they missed the shipping deadline for Tuesday and will send it Wednesday instead.
Wednesday afternoon comes along. Still no shipping confirmation. I call support, and they confirm it hasn't shipped yet and that they don't know when it'll ship. No explanation given.
Now it's Thursday. Still no shipping confirmation. I call and support tells me the order has now been "processed" and I should receive tracking information within 2-3 days. I ask why it hasn't shipped yet despite the RMA being authorized on Tuesday, and all I'm told is "that's up to our order management team, and they don't give us that information". GRR.
I've heard multiple eero ads for "free overnight shipping", so clearly it's possible to get a delivery out the door on short notice.
Why is it that a replacement device for a current customer and eero plus subscriber can't be given that level of service? I was hopeful that I'd have the network up and running by the weekend, and now it looks like it'll be next week at the earliest.
/rant
3 replies
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I'm just going to throw out the update on this interesting issue. Here's what happened (quote below from the Reddit thread).
"I followed up with our CX team and apparently it turns out that you share a name with someone who's on the ITAR Debarred Party list. eero includes extremely strong encryption technology, so we're not allowed to ship it to anyone who's previously breached the ITAR export regulations. When we got your RMA notification from the CX team, we had to check that you weren't the same person who broke the law. (This is not a joke. Yanick personally checked that you weren't the same person as the person of the same name who's now on Santa's naughty list.)
You, as it turns out, are not the same person who previously fell foul of this particular regulation, so your replacement unit should be on its way to you presently.
Sorry that this took so long, but this is a hurdle that we have to jump over occasionally."
Content aside
- 6 yrs agoLast active
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