CISCO response time in replacing a defective unit that is still under warranty

[roanmadrid]

Our company just recently bought a CISCO SA520W Security Appliance from a distributor here in the Philippines.  Unfortunately, after a month of use, the LAN ports on the appliance started losing power.  We reported this to the distributor and they sent a CISCO engineers to check on the unit.  The engineers found the unit to be defective and need to be replaced.

Three weeks after the distributor pulled-out the unit, I have followed-up the status with them.  They told me that they got no definite ETA from CISCO for the replacement unit.  I followed-up with them again after a week.  This time, they told me that the device is already in transit and it is coming from CISCO USA but they still don't have an expected time of arrival to give me.

Does it really take more than a month for CISCO to replace a brand new defective unit?!

The serial number of our appliance is DNI1610G0G7.

[jonatrod]

Hi Roaniver, thanks for using our forum, my name is Johnnatan and I am part of the Small business Support community. I apologize for the issues you are having,  we could help you with your problem, Can you please reach out to our Small Business Support Center and open a Service Request to address this issue? One of our Engineers may be able to work with you and diagnose the root cause. You can find the appropriate contact information for SBSC in the below link.

http://www.cisco.com/en/US/support/tsd_cisco_small_business_support_center_contacts.html

Please provide them this information and they are going to help you and again I apologize for all the inconvenience.

“Please rate useful posts so other users can benefit from it”

Greetings, 
Johnnatan Rodriguez Miranda.
Cisco Network Support Engineer.