Last Sunday, my UniFi U7 Pro XGS access point suddenly went offline and never came back. After a few troubleshooting attempts, a factory reset and several re-adoption attempts, it became clear that the hardware itself was probably faulty.
I opened a support ticket with Ubiquiti on Sunday afternoon. The issue was reviewed on Monday morning, the replacement was approved the same day and a new access point was shipped shortly after. The replacement unit arrived on Tuesday and was installed that evening.
Hardware failures happen. What often makes the difference is how a company responds when they do. In this case, the process was straightforward, communication was clear and the turnaround time was genuinely impressive.
Credit where credit is due: this was one of the smoothest RMA experiences I’ve had in recent years!