RX55/RV55 Repair/Replacement SLA Expectations

AirLink Routers
1

(I can’t remember the exact model - I own multiple versions)

I’m at a loss of what to do next. I opened a MAJOR support ticket back on Jan 5/6 and FedEx’ed it on Jan 6 for repairs/replacement (bricked from an AirLink Cloud update). The tracking information shows that Semtech received it.

Initially, support was prompt and helpful, but they now seem to be non-responsive/non-existent. The most helpful people are no longer in the ticketing system any more.

In addition to having multiple tickets open, I tried calling (their system is not currently accepting touch tones), I tried online chatting (but can’t seem to get a human), and now I’m trying these forums.

I need to get a replacement device in hand in the next couple days before I leave so that I can install it (i.e. very remote location)

Thoughts?

2

Hi @raniemi,

Based on your description, you mentioned that “The tracking information shows that Semtech received it.”
For repairs/replacement, you can receive tracking information by email. You can find the ticket number in the email and use it to track the information.
Or provide the subject of this email, so I can help track it.

Thanks,