How hard is it to get an RMA?

How hard is it to get an RMA?
How hard is it to get an RMA?
a week ago
Model: Archer A9
Hardware Version: V6
Firmware Version:

I've been bouncing through the process of getting my router registered and finally I hoped to get it sent in for RMA.  Then I had a 46 minute chat where the person attempted to "help" diagnose my dead router.  I can't believe how many times I tried to explain how it was dead and I couldn't connect a laptop to it no matter what.  Is this the policy of TP link to just waste your time until you give up?  I'll post the chat below.  Yes I was frustrated but I hope I wasn't being too much of an a-hole.

 

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2020-06-29 16:11:51

I need to send my router in for warranty. Its locked up on start and won't take a hard reset.

Agent Rosette is at your service and hope the service will be satisfactory to you.

2020-06-29 16:24:23

Good day to you! We will be glad to help you out with your inquiry.

2020-06-29 16:21:52

I need to send my router in for warranty. Its locked up on start and won't take a hard reset.

2020-06-29 16:23:13

Are you there?

2020-06-29 16:25:26

May I know the model number of your tp-link device?

Archer A9

2020-06-29 16:26:45

whats the status of the lights?
Power:
Wifi:
Internet (globe symbol)

power green, wifi off, internet orange. When power is applied this lights come on this way and do not change

2020-06-29 16:28:15

Kindly turn off the modem then uscrew the coax for a min then turn it back on then check if there's anychanges on the lights on the router after 2-3 mins

Yeah I've done that multiple times and attempted to do a factory reset, but it IS LOCKED UP.

Just get me an RMA number and I can send it in.

2020-06-29 16:33:06

2020-06-29 16:38:11

RMA number?

Do you have a device that we can connect directly to your modem?

2020-06-29 16:39:56

Nope because the router won't give a DHCP address and does not respond to direct IP. Stop wasting my time and please just let me send this thing in.

Trust me I spent 2 hours on this when it died and have already replaced it with another TP link product. I just want to send this in and get a replacement.

2020-06-29 16:41:05

I do understand your frustration Steven but we need to conduct a troubleshooting before we say that this router is defective

Ok then no I don't have anything that will magically connect to a dead router.

2020-06-29 16:43:21

We need to check the IP address on your modem since the interent on the router is not working

2020-06-29 16:44:38

What do you not understand? It doesn't work? I can't believe how bad this customer service is.

It doesn't boot up. It doesn't go through the process of led indicators as described in the user guide. It just turns on with the same lights.

2020-06-29 16:46:53

Tell me what you want me to do? Just give up and you save your company $40? Should I us email support?

2020-06-29 16:47:57

As you've mention Steven. power green, wifi off, internet orange and it never change. that's the reason why we need to check the IP on the modem.

Are you trying to say that this router is rebooting on its own

2020-06-29 16:50:46

Listen. I know this is hard. When power is applied the same 4 lights come on. From left to right....green, green, off, orange, off, off, off, off, off, green. The lights are as described on the first page of chapter one of the user guide.

2020-06-29 16:52:27

The four lights that are on are power=green wifi 2.4 ghz = green, internet solid orange, wps solid orange. Now the internet solid orange is supposed to mean the port is connect but not getting an internet service, but there is no port connected.

2020-06-29 16:53:30

2020-06-29 16:54:36

That's the reason why we need to check the internet conenction on the modem itslef since that's your main source of the internet.

We need to connect a computer/laptop to verify it and check the IP address as well.

As much as I wanted to provide a replacement for you, we have a process that we need to follow in here.

I must say you should be proud. This is hands down the worst technical chat/support experience of my life and as an IT professional that is saying something. Ok I plugged in a laptop and it says internet cable unplugged.

2020-06-29 16:57:11

Please plug that laptop directly to your modem. We're going to bypassed the router and check teh IP address of your modem same goes with the internet connection

2020-06-29 16:59:21

Ok you win. I am done. I guess I'll copy this chat and email support. You ate up 46 minutes of my life that I won't get back. I generally can get through these things but wow are you bad at your job (or maybe really good?).

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Re:How hard is it to get an RMA?
a week ago

@elfletcho 

 

Contacting support and requesting an immediate RMA will not work. All agents must perform the needed troubleshooting, and once those are done then the replacement procedure can be done.

 

I highly suggest to perform the steps requested to get an RMA as soon as possible.

 

You may feel time is being wasted, but there are established procedures all agents must follow which this one was.

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