Meraki Support & Device RMA Process

I know Meraki is expensive due to licensing and maintenance, but you get enterprise support and overnight hardware replacement right? so I thought I'd share a recent support experience we had when our MX65 failed this past weekend.

Case opened online June 26.

"Device went offline yesterday. Went to investigate and the power light is faintly flashing red. I power cycled it but no change. No network lights when connecting to the device. Please ship a replacement MX65 to the following. <Contact Name & Address> "

I called into support immediately after submitting the case to ensure they had everything they needed (he confirmed they had everything needed and would submit the RMA).

Support tech did nothing, no RMA, no additional notes on the case, literally nothing. I called back Monday since i hadn't received tracking information. A new support engineer told me sorry, no RMA was submitted took the RMA information again and assured me it would be there tomorrow (Tuesday). They refused to expedite it. Its now Thursday and still no replacement hardware.

Also - each time i called into the Meraki Enterprise support number it was at a minimum of 20 minutes on hold. I'm on hold right now trying to find out when if it'll actually arrive today. 23 minutes on hold at the moment.

I've only had to RMA one other piece of Meraki equipment, years ago and i don't recall it being anywhere near this bad. I guess the moral of the story is buy spare equipment, regardless if you are paying for "enterprise" support.