Unacceptable RMA Delay GTR9 Pro for a month with no replacement date

freedomfury

I am posting this here because email support has been giving me the runaround, and I need this escalated to management immediately.

I purchased a GTR9 Pro (128GB / 2TB). It came with the v1 mainboard featuring the defective Intel E610-XT2 10GbE controllers that drop out of PCI enumeration under load. Support acknowledged the hardware defect and authorized an RMA for a board replacement with the updated Realtek controllers.

Here is the timeline of how this has been handled:

August 8: Initiated the RMA process with Beelink support.

August 23: Shipped the unit to the San Bernardino, CA warehouse.

August 31: UPS delivered the unit to the warehouse.

September 29 (Today): I still have no replacement and no firm shipping date.

Support is now telling me I have to wait until mid-to-late October for a replacement, meaning I will be without my primary workstation for almost three months.

Unacceptable RMA Delay: Beelink has had my GTR9 Pro for a month with no replacement date.
What is completely unacceptable is that Beelink continues to sell new GTR9 Pro models on your website right now, yet you cannot allocate a replacement unit for a customer who has already paid you and whose defective machine has been sitting in your warehouse for an entire month.

I have been more than patient. I need a forum moderator or community manager to escalate my case today and provide a definitive, guaranteed shipping date for my replacement unit.

Beelink CS-Yvette

freedomfury Could you please share your email address so we can pull up your RMA ticket and update you directly?

Our pre-sales sales system and after-sales replacement inventory system are not interconnected. We will apply for your replacement immediately once stock becomes available. At this moment, stock is limited and many customers are waiting in the queue for replacements, we appreciate your understanding.

If you cannot wait any longer,we can help you apply for a return and refund.

please note that return and refund applications are only available for orders purchased directly from our official website. If your GTR9 Pro was not bought from our official site, we are unable to process the refund request for you.

Please let us know your purchase source and order number.

freedomfury

My email address is freedomfury@gmail.com. I purchased this unit from Amazon and have already provided the proof of purchase to the customer service rep. My issue isn’t that I can’t wait, but rather that I’m not getting a solid shipping date. I’m now being told that the new unit will be in stock in mid-October. I’m okay with this, as long as one of those units is actually reserved for me, since this is the third time I’ve been told a replacement is on the way.