New DoA Aruba switch warranty replaced with refurb

[dgsmith]

One of our newly purchased Aruba switches was defective on arrival (brand new) so we claimed under the Aruba/HPE warranty. I have done this numerous times over the years when a switch has gone defective after X years and the replacement is always reconditioned (which is fine), though I was a little surprised that the replacement this time round was similarly also reconditioned (3 years old).

 

HP didn't seem to acknowledge my concern when I raised this, in that we have now in effect paid a brand new price and have in place a used unit. Should this be acceptable? Surely it should be like-for-like (on age too)? I don't know if it's just me being pedantic but the switch wasn't that cheap (2530-48G-PoE+). If we wanted a recon, we could have got one at half the price.

[LukeRowberry]

I'd absolutely want a new one in it's place. Cancel the order and then re-order if you can

[dgsmith]

I'd absolutely want a new one in it's place. Cancel the order and then re-order if you can

 

This was flagged to them, though we have had to get the recon configured already so that the poe functionality could be delivered immediately. However, my view is that we should still pursue having a brand new replacement sent (even to replace the reconditioned one) as this is ultimately what we paid for just a week ago.

It's almost like pulling teeth though trying to get that message across.. I just didn't know if it's common practice.

[Sonic007]

Seems completly reasonable to me. If you've paid for a new switch then you should be getting a new switch, not a 3 year old reconditioned one.

[steveg]

DOA I would normally send back to the supplier, not claim under warranty. You ordered a switch, the supplier didn't deliver you a working switch. Most suppliers if you inform them in the first few days happily take them back.

[LukeRowberry]

Have you paid the invoice yet?

[Jawloms]

DOA I would normally send back to the supplier, not claim under warranty. You ordered a switch, the supplier didn't deliver you a working switch. Most suppliers if you inform them in the first few days happily take them back.

 

Yup, this. DOA is not a warranty issue. Although I would accept it if they are also going to refund you the difference of if you had initially purchased a refurb.

[dgsmith]

Absolutely agree regarding the point of going back to supplier (in hindsight). It's having done enough warranty cases over the years with HPE (albeit mid-life claims) that is was more instinctive to just go through the typical claim channels (not expecting what was received) knowing that a replacement would come straight away!

It's not been paid yet, though as it's now gone through HPE then we can't really put that off. I'm glad it's not me being pedantic but the point that the reseller should be advised is absolutely a fair one.

[slugshead]

As everyone else is saying

 

DOA - back to suppliers

Dead after 5 years - warranty

 

Had two 5 year old 2530s replaced this week with minor failures (one port POE and another a single fan)

[Fazza]

As others have indicated, DOA should be dealt with by the supplier.