Netonix Forums

Hello

I have a netonix DC switch that powers up (all the fans come on full power and I get a green solid power light) but I get no console connection or LAN lights/connection

I have tried resetting to no success and contacted Netonix RMA 3 times now to try and return it

Is anyone else having any issues trying to get a hold of Netonix RMA's??

Josh
Zenien

Hello Josh, My name is Ian and I'm employee at Netonix. I apologize for no one getting back to you. But we just updated the way we go about the RMA process which cuts out the time waiting on us to get back to you with your RMA# . And it updates our data base and issues an RMA # on the spot and tells you where and how to send your switch to be repaired. Please try the link below to start the RMA process. I know we have been behind a lot lately but we are almost completely caught up and things should be back to normal. I personally apologize for how long it took to get a response from us. https://rma.netonix.com/

Now with that in mind, we are stopping the fixing of switches out of warranty period.

So if you have a switch that is within the warranty period and you damaged it we will repair it for a fee.

If your switch is beyond the warranty period we will not. We were inundated with most of our RMAs being switches 2+ years old, in fact 75% to 95%+ of RMAs were older units. This varied from RMA cycle to RMA cycle but the point is most units were OLD units.

When you go to the portal you put in the MAC and it will tell you:
When we manufactured it (tested it,serialized it, boxed it).
When it was sold.
When we shipped it.
Who it was sold to.

For now I have it set to 20 months from date of shipment since we were not doing RMA's since MID October but once we clear these out we will adjust this number down.

For direct sales from us it will set to 12 months and 1 week from date we shipped it to you, the one week to cover transit time.

For channel purchases from a Distributor or Reseller it will be based on the channel average restock time, meaning we will add a period of time from the date the unit left our facility based on that channels average restock order period of time. SO for instance if a Distributor usually re-orders that model each month to restock we will add at least 1 month to the ship from us date.

What this will do is GREATLY reduce our RMA turn around period once we catch up. Since we were doing all RMA "repairs" of damaged units at an average loss of $50 - $75 per unit and by be willing to fix units that were sometime 5 years old the number of RMAs were constantly growing and I am unwilling to hire more people to increase our losses. We had to do the repairs at a loss as it simply did not make sense to charge more for a repair than the cost of a new unit. Remember we were considering your cost to ship to us and us to ship back so we had to adjust that fee to compensate for that. But still as it is MANY units were repaired AT A LOSS but then when the owner was contacted on the fees they simply abandoned these units.

Now at some point in the near future we will go over those units some have been setting here for years and again open them up and bring them up to date with current hardware modifications and firmware and again have to sell them at a price point that makes sense. But I would say 10%-20% of all RMA "repairs" were simply abandoned here and here they set taking up ever more space. I think now it is about 3 full pallets worth of abandoned RMA repaired switches.

Either way soon we should be caught up as all RMAs received prior to halt of RMAs in mid October have been repaired and I have to process them the OLD way of sending out emails and such.

But with the GREATLY reduce volume RMAs will become quick turn around as there will not be so many old units in for repair.

However we are struggling like every other company with supply chain issues from the WUHAN FLU (COVID-19) and still working with less than a full staff. Part shortages will affect repairs from time to time as we struggle to even keep parts in for production. Air freight out of China is a no go as it went from $4-$7 per Kg to $20-$27 per Kg. And China is not working at speed. We do not get a lot of parts from China but it your short 1 part you can not build a board or say short fans you can not build a switch.