First of all, hello everyone :)
I bought a refurbished camera from Reolink (Argus Eco).
The camera has a problem with fogging lens and has a problem with capturing movement.
I issued my RMA to Reolink support.
They successfully accepted my RMA. I didn't need to send them back a broken camera, support said that they'll send me a new one.
After a week I got an email from support stating that they'll not accept my RMA, because my warranty is invalid.
At the time I was buying a camera, in Return Policy it was stated:
Bought camera: date: 9/5/2024, 6:49:49 PM
Reolink return policy states date: 9/8/2024 quoting:
Reolink offers a 2-year limited warranty on all new Reolink branded products and a 1-year warranty on Reolink Certified Refurbished Products. If you register your new or refurbished device for an extended warranty within the warranty period, you will receive an additional 6 months of coverage.
Register to Extend Your Warranty
This warranty applies only to Products purchased through authorized Reolink channels, including Reolink's official online store, authorized agents, distributors, retailers, and offline stores.
For products purchased from third parties, please contact the third party for warranty service.
For 2-year warranty of brand-new products, including a 30-day return for refund guarantee.
For certified refurbished products, 30-days return for refund is not supported.
For more information, see details on Reolink Warranty."
In conclusion, I still have (At the time I issued my problem) 3 months warranty for my refurbished product.
New policy states:
{...}Reolink Refurbished Products – 1-Year Warranty
A camera with a “Refurbished” mark on the body indicates that it is a refurbished unit. Refurbished products are covered by a 1-year limited warranty. These products undergo full testing and quality inspection before shipment to ensure reliable performance.{...}
- An extended warranty is not offered for the Reolink Professional Series (3 years of limited warranty in total) or refurbished products (1 year of limited warranty in total).
As I know the law doesn't work backwards.
I'm not going to lie. I'm very disapointed with Reolink support.
I like their products and I was planning on buying a few more cameras from them, but this situation leaves a bad taste in mouth.
I would be more happy if they said in the first email that they won't accept my warranty. I would know how to "fight" them, but changing mind three times?
First time they accepted my warranty, following email stated that they'll not accept my warranty and the latest email states that they'll resolve my issue but with some conditions.
I'm fighting them for about 6 months and im still waiting for final conclusion. It's very frustrating.
Please tell me what do you think about this situation.