The partner who sold it did agree in the end to take the RMA, however now Peplink are saying since they do not have the unit yet they’re not sending out a replacement, so i’ve gone from having a balance that occasionally rebooted (as in it had weeks of uptime) to not having a balance and being given the run around.
Given the current experience of getting the unit replaced I really cannot recommend peplink at all, they seem to think it’s reasonable to request the customer ship a unit half way round the world, provide no help with the logistics of doing so and then be largely dis-interested in providing a workable alternative.
To be clear the quote I got for shipping to HK was around £150 although that was just a quick quote on a couriers website, the quote I got for shipping to the distributor was more reasonable but due to Brexit I was unclear on if I’d need any customs paperwork to ship it, I go No help from either peplink or the distributor on that matter.
I’m not someone who needs to ship things abroad so I have no idea what’s required so I don’t think it unreasonable to ask the distributor or peplink who must be doing it on a fairly regular basis for help with the required paperwork, at no point did I ever ask them to pay for shipping just for help with the paperwork.
All I want is a working Balance 20x to replace the one that support requested me to return, I don’t think that’s too much to ask.
I’ve also suggested in the ticket Peplink overhaul the RMA process for primecare devices.