International hardware support

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  • Question
  • Updated 4 months ago
How do you give international hardware support if the client has office around the world? At this moment we buy locally and sent to the international office os contact with a local Partner, but I don't understand if we pay the support to Aerohive why don't give us the support globally for RMA.
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Adrian Perello

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Posted 9 months ago

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Gary Smith, Official Rep

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Hi Adrian,

The answer to this depends on the support program that you are on. My guess here is that you buy support through the VAD onto Aerohive. That meaning that the VAD provides you RMA support as well as technical support.

I'll have more time tomorrow to respond. Please let me know your support program and then I can be more specific.

Kind Regards,
Gary Smith
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Gary Smith, Official Rep

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Hi Adrian,

You have purchased partner support. This means that the distributer will provide HW support for your AP's. For any RMA/DOA issues you have, the distributer used at the time of the purchase would be responsible for the support. Do you have an agreement that they will support your AP's out of their country?

Kind Regards,
Gary Smith
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Adrian Perello

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No, this is the question, why we can't get the support directly from Aerohive for any country for hardware support (RMA, etc.) I understand I must to buy it locally is not the best option, and we do it or buy with other Aerohive partner but the cost to buy only the hardware is more expensive. Also we work as MSP more than 3 years when Aerohive has not this option in the console and we still are working with a not MSP HMOL can be changed to MSP??
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Adrian Perello

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No answer for this issue, and now the cost for this WORST service is higher, if  the price for the HMOL is more expensive and we still get worst service is you want we stop to sell and install AEROHIVE and sell others products?? I don't see if this only happen in Spain but is a very BAD idea when others are calling the door all the time to sell his products cheapers and with best IT support.
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Nick Lowe, Official Rep

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Hi Adrian,

For the question you are asking, you need to discuss this with Aerohive's sales team. Have you tried this?

The community and indeed the support team is not the right route for this type of query.

Regards,

Nick
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Angel Arias, Employee

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Adrian,

I think this is not the right place to talk about this. We have a clear Partner Program that we are more than happy to discuss with you even when you should know it because we have been working together (and meet each other) since long time ago.

I ́ll inform our Country Manager to have a phone call with you.

Thanks for your patience and sorry for any inconvenience.

Regards.

Ángel.