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- First reviewAugust 7, 2014
- Last reviewAugust 7, 2014
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nightgyr's Reviews
The all-new AirPort Extreme Base Station offers Wi-Fi speeds up to 3x faster than the previous generation. It features next-generation 802.11ac Wi-Fi, simultaneous dual-band support, and an all-new design.*
Customer Rating
1
Second attempt at reviewing this item
on August 7, 2014
Posted by: nightgyr
from Portland, OR
I use it in...:Large home
Since my first review was not even allowed to be posted by Best Buy's moderators, I'm giving this a second try to warn consumers about the pitfalls with this item. I delve into the support related because I feel with a refurbished item all aspects of the support, initial working condition, and ongoing working condition is part of the product they're selling.
For those of you that don't want to read the entire frustrating, awful journey, let me sum it up for you - expect that the item you receive may not actually be refurbished (or at best, refurbished poorly) and you will receive zero support without sending the item back. Online and in store staff will direct you to a pay-per-visit in home support option or sending the item back and losing a week or more of time.
Now, the details.
I received the item within a reasonable amount of time. I've not previously had any issues with BestBuy.com, but this was my first experience with a refurbished one. When the item arrived, it was packaged in a plain brown box. This I expected. However, there were no instructions whatsoever. Thankfully, I work in IT and Apple makes products that are typically fairly easy to set up, so I looked it up online and proceeded.
The first problem is that I was shocked to discover that the router had the previous owner's information in it. His settings, his name, everything. This means that Best Buy did not even do a factory reset on the item that was to be refurbished. Let that be a lesson to everyone - do not -ever- send an item back that you haven't wiped your data from. You have no idea who might get it.
I still proceeded onwards after performing a reset on my own. After about 15-20 minutes of tinkering, I applied my settings and... the router died completely. No lights, no response, nothing. It was warm to the touch, and at this point my suspicion was that the previous owner probably returned it for this exact issue. Do I know that for certain? No. But given that a factory reset wasn't even performed, how could Best Buy possibly have tested it to ensure it was working properly?
At this point, I contacted online support. After stating my problem and that the router was refurbished, support immediately said they couldn't assist me further and directed me to make a home appointment. Instead I took it into the local store. They also refused to look at it and said my only option was to send it back for a refund or replacement. I asked whether I could have a home visit as indicated by the online support tech and they said I would be charged for it. I protested, as this would have resulted in the router being MORE EXPENSIVE than if I had purchased it new!
The moral of this story? You might get lucky. You may get a router that works well and has no issues. However, be -very- aware of what you're getting into. I received zero support on an item that was not even reset to default settings, which means it wasn't tested. Upon expressing my concerns, my option was to get a refund or to buy a new item for the difference - exactly the scenario I was attempting to avoid by purchasing a refurbished item.
I'm extremely disappointed in the level of service provided for an item that was to be professionally refurbished. Not a single person I talked to online or in store was willing or able to even look at the item or attempt any sort of troubleshooting and would charge me for an in-home visit on an item that they were responsible for ensuring worked in the first place.
My Best Buy number: 2267847329
What's great about it: Easy to set up
What's not so great: It died within 20 minutes and support was awful
No, I would not recommend this to a friend.
Ease of Use
1
Performance
1
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