After a frustrating 2 week period of intermittent lockups on the router I wrote the following to SMC:I am an ISP in Florida and have used SMC products for a number of years with no previous complaints. In fact, I have recommended SMC products to my clientele often in the past. Recently I replaced a number of 7004ABR routers with the newer 7004VBR router models.
Since the replacement, I have experienced router lockups on ALL the VBR model routers at intervals of about 36 hours from router reset. I updated firmware to V1.23.... Still locked up. Called your technical support group. After considerable communications problems, (the spoken language, not the technology) I was emailed an earlier release of the firmware (V 1.21a). Reloaded all 5 routers.... Hang-ups on all at approximately 36 hours from reset. Called tech support again, was sent the original release of the firmware, V1.20, reloaded all routers again. Again lockups at approximately 36 hours.
Ultimately I had to replace all the routers with the older 7004ABR models. Lockups stopped (so far.) I have emailed your tech support requesting replacement of the 5 VBR models with ABR models but have NOT heard anything from that group. I have been totally ignored.
I must say that I am extremely disappointed that SMC service has decayed to this point. I want satisfaction. Either a refund for the inferior routers or replacement with routers that work (ABR models). I would also respectfully request that whoever I speak with as a follow up on this be able to speak UNDERSTANDABLE English. I do not have time in my business to run from site to site resetting substandard routers and even less time to struggle to communicate (or attempt to communicate) with tech support personnel that do not speak understandable English. They were very polite, but I want solutions, not polite apologies.
Awaiting your response,
Jim McDonald
CEO Aircomm/Nutec Comm"
I received a plesant call, but no satisfaction. CAVEAT EMPTOR
