Unifi U6 Mesh - Melted

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sfrasernz

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#315971 3-Sep-2024 19:46

My U6 Mesh went offline while on holiday and when I investigated this evening found signs of burning / melting on the top of the unit. It won’t power on any longer.

It has spent its life living on a pole outside powered from a PoE injector. I’d guess something has blown inside the unit.

It’s 2.5 years old purchased from PBTech and I’m guessing it’s not going to be covered by warranty. CGA?

Dynamic

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#3278641 3-Sep-2024 20:09

Any chance this was hit by lightning?

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BlueOwl

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#3278651 3-Sep-2024 20:37

Mine did the same - it's a known fault with these models that they run hot and overheat.

If you've got it mounted outside, like mine was, the heat distorts the top cap and allows water in which kills it pretty quickly.

If you want it replaced, go to the Uniquiti RMA site https://rma.ui.com/ register, and enter it's serial number (or MAC address). The site will tell you if it's still covered. From there you can log an RMA request and they'll get back to you fairly quickly hopefully accepting the request. Now log a ticket with PBtech and let them know that Ubiquiti has approved an RMA - they should ask for the paperwork from Ubiquiti then take it back and process it.

I suspect if you go straight to PBtech they'll dismiss it as out of their default 12 month warranty period.

CYaBro

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#3278662 3-Sep-2024 21:34

Yea I had one of these last about a month on a pole.
Never again. Ubiquiti refunded me under warranty.
Will look at getting a u7 outdoor instead.

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sfrasernz

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#3278859 4-Sep-2024 15:18

Thanks for the feedback. The RMA request was 'Canceled' stating the warranty period is 12 months. I've gone back to ask them to reconsider under NZ Consumer Law. The unit was purchase December 2022 so is not even two years old.

CYaBro

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#3278863 4-Sep-2024 15:27

sfrasernz:

Thanks for the feedback. The RMA request was 'Canceled' stating the warranty period is 12 months. I've gone back to ask them to reconsider under NZ Consumer Law. The unit was purchase December 2022 so is not even two years old.

And let them know it's a known common issue with this model.

Opinions are my own and not the views of my employer.

sfrasernz

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#3281405 12-Sep-2024 12:34

Not completely unexpected but the ‘run around’ has officially begun. UniFi RA process went to Australia and was promptly cancelled saying Outside of Warranty. I’ve disputed this through their online process to have UniFi say I must deal with the local retailer.

Local retailer says the process is to log an RA directly with UniFi.

I’ve explained the situation with PBTech taking ownership of it but saying they doubt it will get approved. Ive politely suggested that I won’t be happy with that so we now sit back and wait.

Given the known history with this unit and given its not even two years old I would think that this is exactly what the CGA is for.

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wellygary

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#3281473 12-Sep-2024 14:23

sfrasernz:
Given the known history with this unit and given its not even two years old I would think that this is exactly what the CGA is for.

Yes, but

Its likely PBTech won't do much until they can confirm that Unifi will take ultimate responsibility for the failure...

.I don't expect there is enough margin in their (PBs) business model to go out on a limb without the supplier stepping up...

freitasm

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#3281474 12-Sep-2024 14:45

sfrasernz: Local retailer says the process is to log an RA directly with UniFi.

Nope. You deal with the retailer. PB Tech deals with the supplier. Not your problem.

It's PB Tech that has to put it right.

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CYaBro

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#3281499 12-Sep-2024 15:54

Yea start mentioning the Disputes Tribunal.

Up to PB Tech if they want to pursue a replacement with Ubiquiti but they should be replacing it for you regardless under the CGA.

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Handle9

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#3281591 13-Sep-2024 01:34

freitasm:

sfrasernz: Local retailer says the process is to log an RA directly with UniFi.

Nope. You deal with the retailer. PB Tech deals with the supplier. Not your problem.

It's PB Tech that has to put it right.

They'll try and weasel out of it because they are dickheads who try to avoid their legal obligations but they'll fold eventually.

olivernz

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#3288686 1-Oct-2024 15:43

Also let these guys know. They organise product recalls if they get enough complaints.

https://www.productsafety.govt.nz/report-an-unsafe-product-form