Ooma Forums

Jay521 wrote:I purchased a Telo unit brand new and was having problems with loose fitting ac adapter and loose main board. I requested an RMA two weeks ago and my replacement unit arrived today. The unit is obviously refurbished or previously used.....not what I was expecting after paying $250 for a new one. The stickers on the box were opened and the unit looks like it was used and placed back in the box. I'm not sure what to do at this point. Do I keep my brand new one and deal with the issues or take my chances with someone else's used unit. I am so disappointed in how Ooma seems to have fallen since I first became a customer. Two weeks to receive a used/refurbished unit is also unacceptable. I guess it's more principle to pay $250 for a new unit only to get a refurb in it's place....

southsound wrote:

Jay521 wrote:I purchased a Telo unit brand new and was having problems with loose fitting ac adapter and loose main board. I requested an RMA two weeks ago and my replacement unit arrived today. The unit is obviously refurbished or previously used.....not what I was expecting after paying $250 for a new one. The stickers on the box were opened and the unit looks like it was used and placed back in the box. I'm not sure what to do at this point. Do I keep my brand new one and deal with the issues or take my chances with someone else's used unit. I am so disappointed in how Ooma seems to have fallen since I first became a customer. Two weeks to receive a used/refurbished unit is also unacceptable. I guess it's more principle to pay $250 for a new unit only to get a refurb in it's place....

I can totally understand your frustration. I would also be more than upset if I had a similar replacement for a unit that was poorly assembled at the factory. I could have more understanding of their replacement policy if it was a product failure after 6 months or so, but even then, the unit should be cosmetically perfect and the replacement should not take 2 weeks when we are talking about something as vital as your telephone device. In this case it is an obvious manufacturing defect. ooma should replace the unit with a brand new one. No questions asked. This was the fault of the manufacturing process and an out of spec part. Why should you be penalized?

I wonder if shooting Dennis P or Bobby B a PM would bring resolution? (use the little envelope below their name in any of their many posts). I am also sure that most of us on the forum would love to know what happens. I bought my hub/scout from Costco and if it had happened to me I can assure you that I'd be sending the replacement back to ooma and getting a refund for the original from Costco.

dlong wrote:Wow, I just don't understand what has happed with Ooma. I LOVED this company to the point that I wanted to beta test their products and buy into their public stock. This was before October. Something has really been changing. Now, I'm really concerned and also giving some thought into going back to landline. I am also not dumping on the company. It's just that the company seems to be falling apart as though management is taking the money and running. I'm a bit shocked at how the wind seems to be blowing a different direction.

I can't stand Geigo and its ads either... and now I have to see it here also... sorry, nothing personal.

southsound wrote:I wonder if shooting Dennis P or Bobby B a PM would bring resolution?

doug wrote:

southsound wrote:I wonder if shooting Dennis P or Bobby B a PM would bring resolution?

Wow, isn't that a little severe? Did you have too many raccoon friends hunted?