****** - Verified Buyer
4.5
This is a 5-star radio that I rate 1-star for the following reason. I have configured and installed over 2 dozen of these radios and they are fantastic. They operate very well and are a terrific value, which is why I will likely continue to purchase and deploy them. That being said, if one ofyour reasons to purchase them is their warranty and/or after sales service / RMA support, do yourself a favor and look elsewhere. The words 'Ubiquiti' and 'responsive support' don't belong in the same sentence.I had one of two NSM2's that I purchased through amazon fail after 8 months of service. On Saturday, April 30th I filled out their online RMA request form and received an e-mail acknowledgement of my submittal which read "...Thank you for submitting an RMA with Ubiquiti Networks. Your RMA is now in the process of being approved by the Ubiquiti RMA team. Typical approval time is within 2 business days. If you haven't heard anything about your RMA after this time, please send an email to [...] and we will check on the status for you. All the best, Ubiquiti Networks" .When I had received no more contact from them 5 business days later on Friday May 6th, I e-mailed them at the supplied e-mail address and inquired about the status. On Monday May 9th I filled out a form on the Sales Dept. page stating lack of response from the RMA folks. Their own Sales Dept. forwarded my concern that day to their RMA section asking them to 'please assist' and CC'ed me.On Wednesday May 11th, 8 business days after my initial April 30th request, I filled out the RMA form a second time and in the description of the problem I stated that I lacked a response from my initial 4/30 RMA request (no RMA number, no address to ship to, etc.). Again I received the acknowlegement which read "...Thank you for submitting an RMA with Ubiquiti Networks, yada, yada, yada, blah, blah....".So there you go. Bear in mind this could have been a unit that was DOA instead of 8 months old and the same level of response from Ubiquiti for an RMA could have happened. Hey, I could market a radio with a lifetime warranty but if I never respond to RMA requests I could make even more profit!In summary, buy it for value, not for support after sales. Ignore their warranty, after all, Ubiquiti Support does. Heck, they even ignore their own Sales Dept. ! Good luck if you purchase a Ubiquiti product....you're on your own if it ever fails while it's 'in warranty'.UPDATE: Sat. 5/14/16:On Thurs. 5/12/16 I finally received an e-mail from Ubiquiti Support with my RMA info, 9 business days, a couple of e-mails and 1 re-submission after my initial request. They said my request was approved on 5/2 and to 'check my spam filter'. I replied that no such replies from them existed in my spam folder either and that this was first contact I had received from them since the beginning. Who knows? Anyway, I shipped the unit on 5/12 and the USPS is to deliver it on Sat. 5/14. I'll keep you posted how the RMA process plays out.UPDATE: Fri. 6/3/16:On Wed. 6/1/16, 3 weeks after I shipped the defective one to them, I received a brand new NSM2 to replace the defective one, a rapid and positive response to my RMA. Way to go, Ubiquiti! I have no immediate need to install it, but will say this: hopefully my week of frustration trying to get an RMA is not typical and has been addressed. I am still a big fan of the company and their products, so I plan to upgrade my initial rating from 1 star to 5.
