RMA Failed AP Issue

[Egghead_John]

Hi All,

I'm having a first time issue when trying to RMA a failed AP. I submitted the RMA, Meraki agreed RMA was needed, but then it sat idle for a few days with no movement/shipping notification. I finally reached out again and they said the device isn't able to be RMA'd because we aren't the original purchaser. What?....We took over this client a few years back from a previous provider. We have clients that we take over managing all the time that came from a different MSP so now their licensed Meraki product no longer has a warranty?

I haven't replied back yet as I wanted to see if anyone has experienced this here before. Seems shady

Advice/experiences appreciated.

[PhilipDAth]

Tell support you are acting on behalf of the original purchaser.

[MerakiDave]

If you took over the original purchaser, such as with a company acquisition or similar, explain that to Support and if necessary get your Cisco/Meraki reps involved to escalate since your organization is now in control of the equipment you should be entitled to the RMA.