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 ?
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.
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:
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.
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
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...
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)
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.
> 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.
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.
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
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.
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.