4100 return

michmoor

Hello,
Looking for support as TAC and Sales have not been in contact with me since last week.
Essentially i ordered a 4100 that i then realized that i needed better VPN performance and upgraded to the 6100. Sales agreed to the RMA but now im in a place where I dont have a shipping label to send the items back. I have been in contact wtih TAC support Lev Prokofev and Sales Matthew but they have not been responding to my emails.
How do I go about getting the RMA process and the refund for the 4100 as agreed in email?
Sort of out of options here as there is no communication happening during email.

johnpoz

@michmoor I think @stephenw10 could prob check on that for you.. Lets see if he notices his tag, if not next time I chat with him I will bring this up.

michmoor

@johnpoz Really appreciate the response! Thank you

DefenderLLC

@michmoor I believe you have to return it at your expense. That's what I remember reading on their return policy before I ordered my 6100. Great device BTW!

michmoor

@cloudified if that’s the case that’s totally fine but I just need confirmation

DefenderLLC

@michmoor This is the page I was referring to before. It covers exchanges and returns.

https://shop.netgate.com/pages/warranty-returns

michmoor

@cloudified Thanks. Reading through it now. Looks like i have to head to the UPS store.
Thanks @Cloudified

DefenderLLC

@michmoor Glad I could help!

stephenw10

Mmm, that should have been clear when we issued the RMA.

Please let me know if you still have questions or if we have a hole in our process that needs attention.

Steve