Cisco/Linksys/Sipura end user support hell [Telecom]

Cisco/Linksys/Sipura end user support hell [Telecom]
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Subject Author Date
Cisco/Linksys/Sipura end user support hell [Telecom] Rupa Schomaker 06-13-2008
Posted by Rupa Schomaker on June 13, 2008, 9:48 pm
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A few months ago, I purchased a Linksys 3102 VOIP ATA. This box allows
me to connect an analog phone and a regular PSTN external line to my IP
based switch. Many people use this with asterisk. I use it with
another free PBX software called freeswitch (http://www.freeswitch.org/).

This box had been working fine for a few months and then suddenly
callerid stopped working. That is, callerid on the FXS (analog phone)
port no longer showed up on my analog phones. I verified it was a
hardware problem by swapping out the device with another one and saw
that callerid was in fact presented to the analog phone. Put in the
original ATA and callerid no longer shows.

Ok, dead hardware. Still under the 1yr warranty. I call Linksys and
start going through the support tree. Turns out this device is not
supported in any way for end-users. No matter who I talk to, I am told
to contact my reseller. Problem is... I purchased this from someone on
ebay. The thought that I had to go through an authorized reseller just
for warranty support never crossed my mind.

Ok, lesson learned. I'll not buy any more Cisco/Linksys/Sipura hardware
for my own personal use. I'd suggest you do the same. If by chance you
have any idea how to get this serviced under the 1yr warranty they claim
to have I'm all ears.

-Rupa Schomaker


***** Moderator's Note *****

Buyers in the "secondary" market take risks in return for the
discounts they receive. You chose to buy from Ebay, but (apparently)
you didn't think of the ways that the seller might have been
maximizing his profit - in your case, by selliing OEM hardware without
OEM support.

You are, of course, entitled to boycott Cisoc or anyone else, but
let's not pretent you're entitled to relief from the manufacturer when
they sold the device to an "OEM" with the expressed understanding that
the OEM would provide support. You're umbrage would be better directed
at the Ebay merchant who sold the item to you.

Caveat Emptor!


Bill Horne
Temporary Moderator

(Please put [Telecom] at the end of the subject line of your post, or
I may never see it. Thanks!)


Pure Networks
Posted by Garrett Wollman on June 14, 2008, 6:49 am
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>You are, of course, entitled to boycott Cisoc or anyone else, but
>let's not pretent you're entitled to relief from the manufacturer when
>they sold the device to an "OEM" with the expressed understanding that
>the OEM would provide support. You're umbrage would be better directed
>at the Ebay merchant who sold the item to you.

It is a pity that Linksys has chosen this particular business model.
The Sipura SIP stack is fairly well-regarded, and I quite like my
SPA-941 desk phone, but there's no way for me to get support -- even
though I work for a large Cisco customer in a job which involves
maintaining and buying new Cisco products. (I've talked to our reps
and they're frustrated that they can't get any help from "that side of
the company" either.) Our parent organization ultimately decided to
standardize on Polycom phones instead, in part because they were
well-supported by the ISV who provided the SIP infrastructure they
have chosen. It's a pity Polycom never quite figured out NAT
traversal.

-GAWollman
--
Garrett A. Wollman | The real tragedy of human existence is not that we are
wollman@csail.mit.edu| nasty by nature, but that a cruel structural asymmetry
Opinions not those | grants to rare events of meanness such power to shape
of MIT or CSAIL. | our history. - S.J. Gould, Ten Thousand Acts of Kindness


Posted by Rupa Schomaker on June 15, 2008, 11:02 am
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> ***** Moderator's Note *****
>
> Buyers in the "secondary" market take risks in return for the
> discounts they receive. You chose to buy from Ebay, but (apparently)
> you didn't think of the ways that the seller might have been
> maximizing his profit - in your case, by selliing OEM hardware without
> OEM support.
>
> You are, of course, entitled to boycott Cisoc or anyone else, but
> let's not pretent you're entitled to relief from the manufacturer when
> they sold the device to an "OEM" with the expressed understanding that
> the OEM would provide support. You're umbrage would be better directed
> at the Ebay merchant who sold the item to you.

The difference is that I'm really not asking for support. The device
has failed and I'm trying to get it replaced under the manufacturer's
warranty.

In the end, the lesson learned is to not purchase cisco hardware where I
have to track down the reseller to sold me a particular piece of
hardware in order to get a warranty replacement. My SIP phone is a
polycom 320 and I'm replacing the cisco ATA with a grandstream device.

> Caveat Emptor!
>
>
> Bill Horne
> Temporary Moderator


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other useful resources:
The Federal Communications Commission (FCC)
Telecommunications Industry Association
Electronic and Software Security Products and Services
International Telecommunication Union

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