Advanced replacement?



  • A livechat op told me that there is no advance replacement for defective hardware.

    Anyone available from management to confirm this on here? I have a SG-4860 1U unit with issues that needs to be sent back. I can't afford to be down so I am going to have to assemble a desktop temporarily to act as a firewall for this..



  • That's correct, we don't do advanced replacements.



  • @cmb:

    That's correct, we don't do advanced replacements.

    Do you still allow purchasing a replacement followed by return of the defective unit?



  • @dennypage:

    Do you still allow purchasing a replacement followed by return of the defective unit?

    That generally can be arranged, yes.


  • LAYER 8 Netgate

    If it's that important shouldn't you just buy a spare? Or two and do an HA setup with a spare on the shelf?


  • Netgate

    AR is waiting on me to work through the 'contractual details'.



  • @Derelict:

    If it's that important shouldn't you just buy a spare? Or two and do an HA setup with a spare on the shelf?

    Coulda woulda shoulda. I bought the unit in mid August, so I was not planning on having major issues already.


  • LAYER 8 Netgate

    Spares are for the unplanned. Your new car has a spare tire right off the lot.



  • @Derelict:

    Spares are for the unplanned. Your new car has a spare tire right off the lot.

    But it doesn't come with a spare motor.  Or a whole spare car.  The normal use of tires is actually pretty expected to have a flat now and then due to being subjected to unknown and substantially uncontrolled conditions (common use infrastructure hazards).


  • LAYER 8 Netgate

    He's the one who said, "I can't afford to be down."

    If that's the case with a car, you have two.

    One is none. Two is one.



  • @Derelict:

    He's the one who said, "I can't afford to be down."

    If that's the case with a car, you have two.

    One is none. Two is one.

    Western Digital, Seagate, Dell, and other vendors do advanced replacement. I can afford some down time to swap it out etc etc. Several hours is not going to end the world. I can't afford at least 3 business days (1 to ship out, 1 for them to get, 1 for them to overnight back).



  • Western Digital, Seagate, Dell, and other vendors do advanced replacement.

    1. Some of them are NASDAQ notated companies with a million investment and not an OpenSource project
    starting his own hardware sale!
    2. If you open a Dell server and install a NIC or HDD and this was not bought from them, the support and
    the guarantee is dying at the same second!
    3. If you have not signed a mostly very expensive support contract you might be getting also nothing back
    or replaced!

    I can afford some down time to swap it out etc etc. Several hours is not going to end the world.

    If so and you might be living near the ADI or pfSense store that a currier would be need only several hours
    to deliver the replacement but if not, you might buy two units and if one is failing you could fast replace it.

    I can't afford at least 3 business days (1 to ship out, 1 for them to get, 1 for them to overnight back).

    But then this units should be sealed or locked that not anybody is playing around with this units as a try it
    out and send it back unit, for playing with it, or am I wrong with this. And by the way what should they (pfSense store) take for this support contract with a 24h to 48h replacement guaranty?


  • LAYER 8 Netgate

    One is none. Two is one.  Take some responsibility for your own uptime.


  • Banned

    What's this absurd debate about? When you cannot afford a downtime, you need a redundant setup. Meaning, you do not need TWO but you need AT LEAST THREE. Because, none of the SLAs means shit. SLA won't keep your network running. Even one hour reaction time means your network will be down for an hour.

    Similar crap will make your lawyers happy, perhaps. Nothing else. It won't keep you running. Ever.



  • I'm not sure what you are all butt hurt about. All I am looking for is advanced replacement. When pfSense team and I determine to the best of my ability that a unit is defective (which, it turns out, mine actually is not), I am asking for them to ship me the replacement unit first and I will send mine back when it arrives.

    I am not asking for a free unit. I am not asking for hardware to never break or any other magic.

    What is such a big deal about that? Obviously they can't just ship out replacements when "you have a problem", but after they confirm it appears to be hardware, what is the problem whether its shipped to me first?

    It's not unreasonable at all.


  • Banned

    There's no big deal about it beyond your "I can't afford to be down" which will NEVER get solved by any advanced replacement.



  • Agree.



  • @doktornotor:

    There's no big deal about it beyond your "I can't afford to be down" which will NEVER get solved by any advanced replacement.

    I can't afford to be down for multiple days. If they overnight a working unit, that amount of downtime [1 day or less depending on time of original failure] is acceptable in this case.  I was not looking for a ten minute fix for a hardware problem like you seem to think.



  • None of you have ever been in sales or marketing eh? (don't blame you…) Sometimes you just have to change your pitch for different customers.

    The pfSense Guaranteed Instantaneous Advance Replacement Service™ is available for a 100% surcharge on your order ;D


  • Banned

    @Aluminum:

    The pfSense Guaranteed Instantaneous Advance Replacement Service™ is available for a 100% surcharge on your order ;D

      1. ;D ;D

  • Netgate

    I don't think it will be 100%, but, like extended warranties, there are direct costs of AR, and we are in business to make a profit.



  • @jwt:

    I don't think it will be 100%, but, like extended warranties, there are direct costs of AR, and we are in business to make a profit.

    Maybe you should look at offering it.. I would definitely consider it


  • Netgate

    it's being done, but I have a stack of paper >this< high to get through.  It's in there, toward the top.


  • Rebel Alliance Developer Netgate


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