Uniterm Direct

kernel said:
Hi devilfp

I spoke to the RMA staff this morning and they checked the serial number you provided and we cannot pickup that product as ever being booked in, in fact, if the serial number is correct then the unit wasn't purchased through us and you'll need to return it to the company that you purchased it from as we do not offer warranties on products purchased through alternate channels, it should also have a Uniterm warranty sticker if it was purchased from us so have a look for that.

The alternative is to send the unit back to us, mark it for my attention and I will ensure a thorough test is done on the unit and provided it was purchased through us and is a valid factory fault, we will replace the unit, if however it is not a factory fault we will unfortunately not be able to replace it.
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When I received the unit in Dec 13 it was not working correctly, so I informed Uniterm and after a long hassle like now they said that they would not exchange it. I finally contacted TP-Link HQ and one of their sales people gave me this one. Unfortunately in Mar 13 it started giving problems with regards to dropping lan & wifi connection. I then informed Uniterm and Colin assisted me and I even took it in to him where he tested it and confirmed that the unit is at legitimate fault but said that they don't have a replacement unit at the moment and will only be receiving stock for it at the end of Apr 13. The morning before I went, I did gave him a call to make sure that they have stock and if its still ok if I com e for the exchange on which he informed me all is in order.

He unfortunately wasn't at the office when I got there and after explaining the story to another technician, I was told that they will not exchange the unit but wasn't given any reason as to why. So it seems to me to like a personal thing rather than the product which is actually at fault.
 
devilfp said:
When I received the unit in Dec 13 it was not working correctly, so I informed Uniterm and after a long hassle like now they said that they would not exchange it. I finally contacted TP-Link HQ and one of their sales people gave me this one. Unfortunately in Mar 13 it started giving problems with regards to dropping lan & wifi connection. I then informed Uniterm and Colin assisted me and I even took it in to him where he tested it and confirmed that the unit is at legitimate fault but said that they don't have a replacement unit at the moment and will only be receiving stock for it at the end of Apr 13. The morning before I went, I did gave him a call to make sure that they have stock and if its still ok if I com e for the exchange on which he informed me all is in order.

He unfortunately wasn't at the office when I got there and after explaining the story to another technician, I was told that they will not exchange the unit but wasn't given any reason as to why. So it seems to me to like a personal thing rather than the product which is actually at fault.
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Devilf, that’s not quite true, you received the unit in working order, the unit was hit by lightning (months later), we showed you the internal damage on the board where the capacitors were literally blown off the board and the circuits had been melted, as such it was not covered by the manufacturers warranty as the device had failed due to an incredibly high power surge, then as you have pointed out, you contacted TP-LINK directly, gave them inaccurate information about the product fault and about how Uniterm had handled the situation, slandered our company and somehow managed to get a replacement unit out of them, this replacement unit you now claim has also failed (some 4 months later) and you’re trying to get this unit replaced under warranty which we are not prepared to do given the nature of the initial fault, over and above that, Colin never at any point said to you that it was a factory fault and that the unit was not performing as it should.

You have on many occasions and through many channels bad mouthed our company and its service and you continue to make false accusations against our organisation because of a product that you damaged, the way in which we have handled this particular situation is not because of any personal issues we have with you it is purely because your unit was damaged through over voltage and failed because of this and not because it was poorly assembled or manufactured.

Our product and after sales support is impeccable, the positive posts by other forum members in this topic and on this forum in general is testament to this, valid warranty claims are replaced with a “no questions asked” attitude but we will not replace hardware that has been abused or damaged through over voltage or lightning, this is in-line with all hardware suppliers in the industry. If the TP-LINK products were of inferior build quality I can assure you that we wouldn’t still be supplying the brand, we’ve been supplying and supporting this brand for 7 years and the fact that we offer a 2 year warranty is a clear indication that it is a superb product.
 
Ahhh now the real story comes out..

devilfp, so you wanted a company to replace a product because lightning had damaged it? Really?
 
kernel said:
Devilf, that’s not quite true, you received the unit in working order, the unit was hit by lightning (months later), we showed you the internal damage on the board where the capacitors were literally blown off the board and the circuits had been melted, as such it was not covered by the manufacturers warranty as the device had failed due to an incredibly high power surge, then as you have pointed out, you contacted TP-LINK directly, gave them inaccurate information about the product fault and about how Uniterm had handled the situation, slandered our company and somehow managed to get a replacement unit out of them, this replacement unit you now claim has also failed (some 4 months later) and you’re trying to get this unit replaced under warranty which we are not prepared to do given the nature of the initial fault, over and above that, Colin never at any point said to you that it was a factory fault and that the unit was not performing as it should.

You have on many occasions and through many channels bad mouthed our company and its service and you continue to make false accusations against our organisation because of a product that you damaged, the way in which we have handled this particular situation is not because of any personal issues we have with you it is purely because your unit was damaged through over voltage and failed because of this and not because it was poorly assembled or manufactured.

Our product and after sales support is impeccable, the positive posts by other forum members in this topic and on this forum in general is testament to this, valid warranty claims are replaced with a “no questions asked” attitude but we will not replace hardware that has been abused or damaged through over voltage or lightning, this is in-line with all hardware suppliers in the industry. If the TP-LINK products were of inferior build quality I can assure you that we wouldn’t still be supplying the brand, we’ve been supplying and supporting this brand for 7 years and the fact that we offer a 2 year warranty is a clear indication that it is a superb product.
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No, thats not true. And I've got pictures of both unit's pc boards and I never slandered any names. And Colin did told me that, I have the emails to confirm it. You're in fact the first guy that told me the real reason as to why Uniterm doesn't want to replace it now.

And I only ask other people here what they've experienced so far. I just told my side of the story and if anybody just had the decency to tell me its all because of the first unit that they don't want to replace the current unit it would've been better understanding.

Like I said, I have all the emails confirming the fault of the current unit, which still switch on but just the connection keeps dropping randomly. And never did I badmouth anywhere anybody.
 
ToxicBunny said:
Ahhh now the real story comes out..

devilfp, so you wanted a company to replace a product because lightning had damaged it? Really?
Click to expand...

Indeed :twisted:

I have also had great service, though whoever is in Cape Town has more knowledge than the Bedfordview people :erm:

I have their router and extender, both doing A++ job.
 
devilfp said:
I'll be happy to but that won't help or do anyone good. The main discussion was just what is your experience with Uniterm.
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Clearly our experience with them is good, because we haven't tried to screw them.
 
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