The few times that I've needed support, I just posted the problem on the Cambium forum... everytime I've done that, an actual engineer has responded within a couple hours and then I just dealt with them directly (I'm talking about actual hardware problems of firmware bugs though... not just me doing something stupid). The only times that I've used the normal support was for RMA's.
On Wed, Feb 21, 2018 at 2:24 PM, Ryan Ray <ryan...@gmail.com> wrote: > I've also never really had issues. If you find you're not getting the > response you need out of tier 1 just ask to be escalated. I've gone through > RMA's, licensing issues, etc, always answered quickly and with proper > information. > > If you're looking for help with epmp go look on the forums. There's lots > of info there, although poorly laid out (especially all the pinned topics > that are out of date, and hard to differentiate between other topics) > > On Wed, Feb 21, 2018 at 11:59 AM, Justin Wilson <li...@mtin.net> wrote: > >> I have had very little issue with support, but like many other companies >> these days, e-mail through support.cambiumnetworks.com web portal always >> gets answered very quickly. Other companies prefer e-mail support as well >> these days. I have filled out support tickets with Cambium and received >> calls back within the hour. I try to put as much relevant information to >> minimize the back and forth as possible like Adam says. >> >> Last issue I had was some licensing issues. Had a resolution within an >> hour of filling out the request. >> >> Justin Wilson >> j...@mtin.net >> >> www.mtin.net >> www.midwest-ix.com >> >> On Feb 20, 2018, at 9:57 PM, Adam Moffett <dmmoff...@gmail.com> wrote: >> >> I've almost never needed them. >> When I did call support one time, I had the same complaint as you. I was >> advised by someone higher up the chain to open the ticket online. That's >> essentially what the phone answerer is doing, but they're transcribing your >> words and may be mangling them. Fill out the online ticket request and you >> can describe the issue in your own words and get some of the dumb questions >> out of the way immediately. >> >> >> >> ------ Original Message ------ >> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> >> To: af@afmug.com >> Sent: 2/20/2018 7:31:42 PM >> Subject: Re: [AFMUG] Cambium Support >> >> Also. How do I get American support that can solve my issue while on the >> phone? The few times I’ve called in someone takes my info down and just >> opens a ticket. >> >> On Feb 20, 2018, at 19:26, Matt Hoppes <mattli...@rivervalleyinternet.net> >> wrote: >> >> Why does Cambium Support suck so bad? >> >> Why do they not have access to my cnMaestro account? >> >> Every time I open a ticket I’m asked 10 questions that could all be >> answered if the tech had access to my cnMaestro cloud account. >> >> What firmware version? How is it configured? Etc etc. >> >> Instead of getting solutions when I open a ticket I get question after >> question back. >> >> I’ve had nothing but issues since embarking on my Cambium adventures a >> month ago. >> >> Latest issue is a cnPilot device that was connected and working fine for >> several weeks, now it shows connected and stats but won’t let me change the >> SSID from the cloud. >> >> >> >> >
