Netmode — Local services in Oklahoma City

Bought 3x Juniper QFX10002 routers off Netmode [aka "Cuadrant"] late 2021.

Netmode repeatedly attempted to extort additional funds, after we had paid their invoice for the 2nd/3rd QFX's in full, delaying the fully-paid shipment while claiming they needed more money for unforeseen expenses in terms of shipping/PSU's (which had already been paid for of course).

2 of the 3 units arrived without any padding whatsoever and were mildly damaged as such (see pics, probably not the cause of their failures, but most people buying expensive kit like this would be upset to receive w/plastics broken, rails bent, fan brackets cracked, port-covers mangled, etc.)

Out of the 3 units, 2 units have experienced fatal/unrecoverable memory failures in the HMC, the first just weeks after receipt, the second unit ~5 months in. Since then, Netmode has been a nightmare to deal with. They've stated the "1 year" warranty indicated in their sales email is "not valid", as their website and Ebay listings (only some) list different terms they feel somehow supersede their sales reps written statements.

When attempting to RMA the first failed unit in Jan-2022, "Netmode Support" went on a rant accusing me of leaving a negative review (prior to this review of course) -- I see you there "Fox", who has changed their 1 star review complaining about warranty support, to a 5 star review, after I pointed out "that's not me" to "Netmode Support".

For the unit which was defective immediately post-purchase, we had to pay all return shipping & packaging, and accept depreciated value (instead of a replacement unit, like you'd expect with most reputable vendor warranty programs). For the unit which failed 5 months out, we had to file a PayPal dispute to get our money back, as Netmode simply would not honour their stated warranty.

TL;DR: In my experience, Netmode was great to deal with until there was any sort of issue; After which, they attempted to extort additional funds post-payment, they refused to provide return shipping label for RMA, they refused to provide a replacement unit despite listing active stock on Ebay (as the value went up), and they wouldn't honour their stated 1 year warranty, which is presumably the reason PayPal sided against 'em.

PS - If you bought a Juniper QFX10002-36Q from 'em, and your serial is DR983, they sold that to you knowing it had fatal memory errors/major chassis errors, as they had been well informed of such.

[Update] Since Frank has been so kind as to update his comments, it's only fair I address them:

#1 - The first RMA request was made on 19-Dec-2021 [Re: the initial QFX received on 18-Nov-2021]. Netmode never replaced the unit, they refunded on 15-Feb-2022, ~2 months after the RMA request, keeping us in the dark until the last minute re: replacement/refund. Clearly not "60 days past warranty expiration date", given we hadn't even bought the unit 60 days prior to the RMA request.

#2 - Netmode still fails to grasp what an end user is. Use in our own network, makes us an end user, full stop.

#3 - Logs provided establishing HCM errors, yet Netmode suggests it's "improper use", and implies "configuration" has any relation, this all demonstrates the fight you'll be up against if you ever need...

Ordered from Netmode several times in the past. This last time I ordered a FPWR fireway and had a problem setting it up with our phone system. Their engineer jumped in and helped us understand that the old phones are registering phones that are not sip. SCCP runs on different port numbers than sip so both TCP and UDP Ports used for IP phones as follows are for SCCP and the SIP phones the ports were different. So opening these ports 5060 and 5061 allowed for the sip phones to register. Very happy that we had this solved....

The best company to deal with in regards to Refurbished or new equipment. I have been working in the IT world for 30 years and I have never found a company that has this great combination of offering such a great customer support, excellent pricing and honesty as NETMODE, you guys...