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Warranty Issues
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What is the Grandstream process for handling warranty issues?Recently I purchased two new Grandstream HT-486 units. After a day struggling to get the first one to work, I tried the second, and it quickly became apparent that the first unit is most likely faulty.E-mails to Grandstream support regarding the initial problem, or the handling of warranty issues, haven't been replied to (or I haven't received any replies), and it's been somewhat longer than the indicated 24 hour response time (two working days, plus the weekend).Getting the unit replaced locally is prooving difficult, so I was hoping to get a replacement unit directly through Grandstream, although some companies don't like doing this, hence my e-mail to support and this posting. For those who are interested, the Web interface cannot be reliably accessed on the faulty unit. Access is sometimes possible, but most of the time a connection cannot be established, and when it can the page will often only partially load. VoIP functionality continues to work, although the longest it managed to maintain the connection was about an hour. The second unit has been running for days without issue.Thanks for any assistance.
Finally, after almost two and a half weeks after submitting my questions to support, and having posts on this forum ignored, I got a one-line response from Grandstream. It turns out that not only is their support extremely poor, they also aren't willing to stand behind their products. For some products from other manufacturers, I can get an RMA number issued, and item shipped to Taiwan using standard air mail, have the item repaired, and it shipped back to New Zealand, all in under ten days. Meanwhile, Grandstream support can't even answer ONE e-mail. I certainly will not be purchasing any more Grandstream products if they're going to treat their customers like that.
