Orib Satellite Drops Connection

Okay, one month later...

Working with support has not been an easy feat. After several days of making changes, monitoring the device status, and calling back if there was a problem - there was - I make a lot of return calls. The same problem persisted.

After eight phone calls and nearly four hours on the phone making more and more changes, eventually they agreed to replace the router. I suggested that we have no way of knowing which is the faulty unit so just send two new units: router and satellite. Apparently they don't work that way. However, their system was down and they couldn't arrange an RMA. They'd call back later that day. They didn't. I called back the next day (Saturday). They couldn't do anything on Saturday, but they'd call me. They didn't. I called back on Monday. System still down, but they'd call back. One week later, no return call. I called again the following Monday and managed to get it arranged this time. However, can you believe I had to pay £20 for this privilege? There was a "free" option, but this meant paying yourself to return the unit, waiting for it to arrive back, then they would check it and send a replacement. You had full responsibility for packaging it and getting it back to them safely, covering all costs yourself. The paying option meant that they would send a replacement to your first, you then put your broken device in the packaging they used, use the pre-paid return label, and take it to a post office. It's a no brainer, but personally I think this is unreasonable when they've sold me a broken unit in the first place.

You can guess what happened next... no difference. So back to support and arranged for a replacement satellite. The email telephone chat receipt was a bit cheeky because it said, "Customer refused to diagnose." Really? Once again I had to pay £20 to replace their broken unit.

I've had the new satallite for just over one week now and so far no problems. I really hope this is the end of it and it was down to that faulty unit. It's a really great system, which has been let down by poor quality control, terrible customer care - don't get me wrong, the people I spoke to were really great - it's the system that's in place. After I've paid £300 for their top of the range product it should work out of the box. If it doesn't, then I'd expect maybe one or two attempts at doing fixes, but after that doesn't work they should be apologising for wasting my time and immediately, free of charge, sending replacements for both units with no obligation to return the original.

If anyone else has similar problems, then I'd recommend giving support a couple of goes, but after that refuse point blank to waste any more of your time and demand a replacement unit. Sadly it's going to cost you.

I'd like to thank you, FURRYe38, for your help. When I first spoke with support I told them that I'd had some great help from a member of the community and we'd spent nearly one month trying things.