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Voice Engineer @ Orcon
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  Reply # 717496 15-Nov-2012 09:27 Send private message

jamesrt:
ubergeeknz: Had it been replaced yet?

If not I'd suggest calling in, tell them the troubleshooting you've done and ask if a replacement unit can be sent out for you to try.

It's certainly not a common issue that you're having.


This is the "over 48 hours later" part of no response.  I've asked them for a replacement unit, and haven't heard anything.

I don't believe that expecting a response within 48 hours is unreasonable attitude.


Sorry that you've not heard back... can you PM me with your username and/or ticket number, and I'll follow up for you ;)



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  Reply # 717504 15-Nov-2012 09:38 Send private message

Thanks; I got an email about 9:15 last night, but I didn't see it until this morning - I have a social life!  :-)

I've responded to this; but would appreciate your keeping an eye on things to ensure a new unit is sent, please.

Appropriate details sent in a PM.

Voice Engineer @ Orcon
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  Reply # 717526 15-Nov-2012 10:14 Send private message

PM'd.



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  Reply # 721148 22-Nov-2012 09:39 Send private message

OK, after some behind-the-scenes poking, a replacement Genius Lite Router arrived yesterday.

I hope this resolves the issue.

Interestingly, the new unit does appear to be a newer hardware revision - it has two USB ports instead of just one on the previous unit, and one of them looks like USB3.0 (it's blue and has extra pins); this probably means motherboard upgrades to get USB3.0 support, so hopefully also means more stability and other fixes too.

Thanks very much to ubergeeknz for his assistance in getting the replacement unit shipped - I'm not convinced it would have happened if I'd just been communicating with Orcon via the standard "support" email address.

Which leads to a parting comment - Orcon's support team still haven't "officially" responded to my latest email (at least 3 days old now, perhaps 4...), which means the only way I knew something was happening was from a PM here on Geekzone.  This isn't a good sign for things to come now that Orcon's helpdesk has been outsourced.

Anyway, thanks again, ubergeeknz!

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