topic Re: A stake record of the device was found in the redirector. in Extreme Cloud

A stake record of the device was found in the redirector.

StuartJ — Thu, 18 Nov 2021 22:29:55 GMT

Hi,

Can I request to get this device released please. Serial no. 02301412240569 ( photo attached )

Kind regards
Stuart

Re: A stake record of the device was found in the redirector.

SamPirok — Fri, 19 Nov 2021 20:12:08 GMT

Thank you for reaching out and for the screenshot. I was able to find the old records for this device, but we'll need the original owner's permission before we can remove these old records for you. I have reached out to the original owner now and I'll let you know as soon as I hear back from them. Please feel free to check in with me here anytime for an update.

Re: A stake record of the device was found in the redirector.

StuartJ — Mon, 29 Nov 2021 22:03:14 GMT

Hi Sam, thanks for all the support you give to the community.

Regarding the contacting of the original owner, I'm curious what happens if they just never respond?
The reason I ask is that I have a 14 day return window on this AP230. I'll need to decide on the 1st Dec whether to RMA it.

Kind regards
Stuart

Re: A stake record of the device was found in the redirector.

SamPirok — Mon, 29 Nov 2021 23:33:51 GMT

Hi Stuart, happy to help! The process for these situations is that I reach out to the original owner 3 times, with a day in between each contact attempt. If I don't hear from the original owner, I reach out to their old Extreme account team to see if they can approve the transfer for us. If the account team can't help us, we'd need to go to your local SE team to start the process of transferring ownership without contacting the original owner, which is unfortunately something I can't do.

For your device, I did not hear back from the original owner, and the account team has not responded to me yet, but that could be because of the holiday week last week. I know the SE process can take some time, and given your deadline I don't think we'll be able to have this device freed up for you before your 14 days are up. I'm pretty confident we will be able to help you, but not before the 1st I'm sorry to say.

Re: A stake record of the device was found in the redirector.

StuartJ — Tue, 30 Nov 2021 22:33:03 GMT

Hi Sam, thanks for the feedback and update. I like your confidence on this so I'll keep hold of this AP230. If it can't be released, then I've still got an extra wall mount which is handy in itself. 🙂

Kind regards
Stuart

Re: A stake record of the device was found in the redirector.

SamPirok — Wed, 01 Dec 2021 18:07:03 GMT

Hi Stuart, I have good news! We heard back from the original owner and were able to free up this device for you. Looks like we made the Dec 1st deadline after all 😃

Please let me know if I can help with anything else!

Re: A stake record of the device was found in the redirector.

StuartJ — Wed, 01 Dec 2021 22:28:14 GMT

Hi Sam, that's great news. 🙂 I've just added it to ExtremeCloud IQ. Working great.

Thanks again for all your help.

Kind regards
Stuart