Hi, I bought a C3750G-12S which is now end of sale on cisco website. This device is now defective. Since I bought it from a reseller and not directly from cisco, cisco is refusing to take it under warranty and tells me to have the reseller take care of it. The reseller doesnt wan't to hear about this device since it is end of sale. According to cisco website, end of sale means the device is still covered for 5 years. My question is: Is it normal for my supplier to refuse to take it under warranty ? Is there (from your experience) a chance I might get cisco to deal with it ? Thanks Laurent
On 14-04-03 12:44 PM, Laurent CARON wrote:
I bought a C3750G-12S which is now end of sale on cisco website. This device is now defective.
Since I bought it from a reseller and not directly from cisco, cisco is refusing to take it under warranty and tells me to have the reseller take care of it.
The reseller doesnt wan't to hear about this device since it is end of sale. Did you purchase SMARTnet when you bought the device? If you didn't, you're probably SOL. According to cisco website, end of sale means the device is still covered for 5 years. This is not base warranty - this is potential coverage. Base warranty is 90 days: http://www.cisco.com/go/warranty My question is: Is it normal for my supplier to refuse to take it under warranty? See above. Is there (from your experience) a chance I might get cisco to deal with it ? Not likely.
Specific information for this product's EOL is here: http://www.cisco.com/c/en/us/products/collateral/switches/catalyst-3750-seri... You'll need to have a service contract associated with the device (SMARTnet). Unfortunately for you, from that page: End of New Service Attachment Date: January 30, 2014 "For equipment and software that is not covered by a service-and-support contract, this is the last date to order a new service-and-support contract or add the equipment and/or software to an existing service-and-support contract." So if you don't already have SMARTnet, you're probably out of luck. M. -- Michael Brown | The true sysadmin does not adjust his behaviour Systems Administrator | to fit the machine. He adjusts the machine michael@supermathie.net | until it behaves properly. With a hammer, | if necessary. - Brian
Another point to consider when purchasing Cisco gear - there is a difference between a "reseller", and an "Authorized Reseller". Without going into specifics, I had experience with a previous customer that purchased Cisco gear from a "reseller" - all On Thu, Apr 3, 2014 at 1:26 PM, Michael Brown <michael@supermathie.net>wrote:
On 14-04-03 12:44 PM, Laurent CARON wrote:
I bought a C3750G-12S which is now end of sale on cisco website. This device is now defective.
Since I bought it from a reseller and not directly from cisco, cisco is refusing to take it under warranty and tells me to have the reseller take care of it.
The reseller doesnt wan't to hear about this device since it is end of sale. Did you purchase SMARTnet when you bought the device? If you didn't, you're probably SOL. According to cisco website, end of sale means the device is still covered for 5 years. This is not base warranty - this is potential coverage. Base warranty is 90 days: http://www.cisco.com/go/warranty My question is: Is it normal for my supplier to refuse to take it under warranty? See above. Is there (from your experience) a chance I might get cisco to deal with it ? Not likely.
Specific information for this product's EOL is here:
http://www.cisco.com/c/en/us/products/collateral/switches/catalyst-3750-seri...
You'll need to have a service contract associated with the device (SMARTnet).
Unfortunately for you, from that page:
End of New Service Attachment Date: January 30, 2014 "For equipment and software that is not covered by a service-and-support contract, this is the last date to order a new service-and-support contract or add the equipment and/or software to an existing service-and-support contract."
So if you don't already have SMARTnet, you're probably out of luck.
M.
-- Michael Brown | The true sysadmin does not adjust his behaviour Systems Administrator | to fit the machine. He adjusts the machine michael@supermathie.net | until it behaves properly. With a hammer, | if necessary. - Brian
-- To him who is able to keep you from falling and to present you before his glorious presence without fault and with great joy
Another point to consider when purchasing Cisco gear - there is a HUGE difference between a "reseller", and an "Authorized Reseller". Without going into specifics, I had experience with a previous customer that purchased Cisco gear from a "reseller" - all refurbished/grey-market that Cisco had as located over in Europe. When the time came, Cisco didn't honor the warranty on the gear. A good "authorized reseller" should help you - not necessarily exchange the unit if you haven't purchased SmartNet, but give you something more than "go call Cisco". Cisco generally takes a dim view of resellers treating it's customers that way. Again, first hand experience... On Thu, Apr 3, 2014 at 1:46 PM, Steven Fischer <sfischer1967@gmail.com>wrote:
Another point to consider when purchasing Cisco gear - there is a difference between a "reseller", and an "Authorized Reseller". Without going into specifics, I had experience with a previous customer that purchased Cisco gear from a "reseller" - all
On Thu, Apr 3, 2014 at 1:26 PM, Michael Brown <michael@supermathie.net>wrote:
On 14-04-03 12:44 PM, Laurent CARON wrote:
I bought a C3750G-12S which is now end of sale on cisco website. This device is now defective.
Since I bought it from a reseller and not directly from cisco, cisco is refusing to take it under warranty and tells me to have the reseller take care of it.
The reseller doesnt wan't to hear about this device since it is end of sale. Did you purchase SMARTnet when you bought the device? If you didn't, you're probably SOL. According to cisco website, end of sale means the device is still covered for 5 years. This is not base warranty - this is potential coverage. Base warranty is 90 days: http://www.cisco.com/go/warranty My question is: Is it normal for my supplier to refuse to take it under warranty? See above. Is there (from your experience) a chance I might get cisco to deal with it ? Not likely.
Specific information for this product's EOL is here:
http://www.cisco.com/c/en/us/products/collateral/switches/catalyst-3750-seri...
You'll need to have a service contract associated with the device (SMARTnet).
Unfortunately for you, from that page:
End of New Service Attachment Date: January 30, 2014 "For equipment and software that is not covered by a service-and-support contract, this is the last date to order a new service-and-support contract or add the equipment and/or software to an existing service-and-support contract."
So if you don't already have SMARTnet, you're probably out of luck.
M.
-- Michael Brown | The true sysadmin does not adjust his behaviour Systems Administrator | to fit the machine. He adjusts the machine michael@supermathie.net | until it behaves properly. With a hammer, | if necessary. - Brian
-- To him who is able to keep you from falling and to present you before his glorious presence without fault and with great joy
-- To him who is able to keep you from falling and to present you before his glorious presence without fault and with great joy
Back about ten years and three companies ago when I was a baby System Administrator, I made that mistake. Suffice it to say that I HIGHLY recommend looking for the "authorized reseller" (and getting SMARTNet up-front--if nothing else, that process will generally reliably inform you as to Cisco's opinion of your reseller and/or the gear they're selling) -- Josh Sholes On 4/3/14, 1:46 PM, "Steven Fischer" <sfischer1967@gmail.com> wrote:
Another point to consider when purchasing Cisco gear - there is a difference between a "reseller", and an "Authorized Reseller". Without going into specifics, I had experience with a previous customer that purchased Cisco gear from a "reseller" - all
On Thu, Apr 3, 2014 at 1:26 PM, Michael Brown <michael@supermathie.net>wrote:
On 14-04-03 12:44 PM, Laurent CARON wrote:
I bought a C3750G-12S which is now end of sale on cisco website. This device is now defective.
Since I bought it from a reseller and not directly from cisco, cisco is refusing to take it under warranty and tells me to have the reseller take care of it.
The reseller doesnt wan't to hear about this device since it is end of sale. Did you purchase SMARTnet when you bought the device? If you didn't, you're probably SOL. According to cisco website, end of sale means the device is still covered for 5 years. This is not base warranty - this is potential coverage. Base warranty is 90 days: http://www.cisco.com/go/warranty My question is: Is it normal for my supplier to refuse to take it under warranty? See above. Is there (from your experience) a chance I might get cisco to deal with it ? Not likely.
Specific information for this product's EOL is here:
http://www.cisco.com/c/en/us/products/collateral/switches/catalyst-3750-s eries-switches/eol_c51-696372.html
You'll need to have a service contract associated with the device (SMARTnet).
Unfortunately for you, from that page:
End of New Service Attachment Date: January 30, 2014 "For equipment and software that is not covered by a service-and-support contract, this is the last date to order a new service-and-support contract or add the equipment and/or software to an existing service-and-support contract."
So if you don't already have SMARTnet, you're probably out of luck.
M.
-- Michael Brown | The true sysadmin does not adjust his behaviour Systems Administrator | to fit the machine. He adjusts the machine michael@supermathie.net | until it behaves properly. With a hammer, | if necessary. - Brian
-- To him who is able to keep you from falling and to present you before his glorious presence without fault and with great joy
On Thu, Apr 03, 2014 at 01:26:58PM -0400, Michael Brown wrote:
Did you purchase SMARTnet when you bought the device? If you didn't, you're probably SOL.
This is not true. Cisco provides a limited lifetime warranty on hardware purchased from them or an authorized reseller, with our without SmartNet. For an example, browse to http://www.cisco-servicefinder.com/warrantyfinder.aspx and look up specific products. I looked up an WS-C3750G-48TS-S, and while the warranty does not cover support (TAC contracts do), there is a lifetime warranty good for 5 years from EoS with a 10 business day turnaround. -- Brandon Ewing (nicotine@warningg.com)
On Thu, Apr 3, 2014 at 1:46 PM, Brandon Ewing <nicotine@warningg.com> wrote:
Did you purchase SMARTnet when you bought the device? If you didn't, you're probably SOL. This is not true. Cisco provides a limited lifetime warranty on hardware
On Thu, Apr 03, 2014 at 01:26:58PM -0400, Michael Brown wrote: purchased from them or an authorized reseller, with our without SmartNet.
On some: not all their hardware, they offer limited lifetime warranty. Lifetime is the exception to the rule: many of their components are 90 days or 1 year. The "limited" bit is also important --- they have restrictions in fine print. It's strongly recommended you buy their SmartNet, if you want their reps to treat you reasonably and make efforts to fulfill your paper warranty. Getting the manufacturer rep to actually honor the paper warranty and allow you an RMA, when there is no paid support.... is another thing altogether. May require a great deal of persistence on your part, As in continuing to contact Cisco and refusing to take "NO" as an acceptable answer to your RMA request. Or it may just not happen....
For an example, browse to http://www.cisco-servicefinder.com/warrantyfinder.aspx and look up specific products. I looked up an WS-C3750G-48TS-S, and while the warranty does not cover support (TAC contracts do), there is a lifetime warranty good for 5 years from EoS with a 10 business day turnaround.
-- Brandon Ewing ( nicotine@warningg.com)
-- -JH
On 04/04/2014 01:51, Jimmy Hess wrote:
On Thu, Apr 3, 2014 at 1:46 PM, Brandon Ewing <nicotine@warningg.com> wrote:
Did you purchase SMARTnet when you bought the device? If you didn't, you're probably SOL. This is not true. Cisco provides a limited lifetime warranty on hardware
On Thu, Apr 03, 2014 at 01:26:58PM -0400, Michael Brown wrote: purchased from them or an authorized reseller, with our without SmartNet.
On some: not all their hardware, they offer limited lifetime warranty. Lifetime is the exception to the rule: many of their components are 90 days or 1 year. The "limited" bit is also important --- they have restrictions in fine print.
It's strongly recommended you buy their SmartNet, if you want their reps to treat you reasonably and make efforts to fulfill your paper warranty. Getting the manufacturer rep to actually honor the paper warranty and allow you an RMA, when there is no paid support.... is another thing altogether.
May require a great deal of persistence on your part, As in continuing to contact Cisco and refusing to take "NO" as an acceptable answer to your RMA request.
Or it may just not happen....
My device is indeed supposedly covered by a lifetime warranty. Since I'm still in the timeframe of less than 5 years after EOS...it should be good...should. Never experienced such a bad service from Juniper or 3COM/H3C/HP
On Fri Apr 04, 2014 at 09:42:29AM +0200, Laurent CARON wrote:
My device is indeed supposedly covered by a lifetime warranty. Since I'm still in the timeframe of less than 5 years after EOS...it should be good...should.
The *Limited* Lifetime Warranty is only offered to the original purchaser of the equipment from Cisco. If you're registered with Cisco as the purchaser, there's no reason they wouldn't honour it. If you're not, because the person you bought it off is registered as the original purchaser, then you'd need to go through that person/company to get the warranty from Cisco. Simon
On 4/3/2014 12:44 PM, Laurent CARON wrote:
Hi,
I bought a C3750G-12S which is now end of sale on cisco website. This device is now defective.
Since I bought it from a reseller and not directly from cisco, cisco is refusing to take it under warranty and tells me to have the reseller take care of it.
The reseller doesnt wan't to hear about this device since it is end of sale.
According to cisco website, end of sale means the device is still covered for 5 years.
These have reached a price point where a used one will cost less than a smartnet contract for one, and you get better turnaround time too.
My question is: Is it normal for my supplier to refuse to take it under warranty ?
Probably depends on the supplier. Most of them would have warranty terms of their own and if it's passed that time period then they won't take it back.
Is there (from your experience) a chance I might get cisco to deal with it ?
If you're a huge customer of Cisco and have multi-year contracts with them then sure. You could get them to RMA a toaster if they think they could make money in the long run on it.
Thanks
Laurent
participants (8)
-
Brandon Ewing -
Jimmy Hess -
Laurent CARON -
Michael Brown -
Robert Drake -
Sholes, Joshua -
Simon Lockhart -
Steven Fischer