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EnGenius ESR1221N2 IEEE 802.11 b/g/n Wireless N router up to 300Mbps
  • Verified Owner
  • Owned For: 1 day to 1 week

1 out of 5 eggs EnGenius ESR1221N2 router & Tech Support 02/22/2013

This review is from: EnGenius ESR1221N2 IEEE 802.11 b/g/n Wireless N router up to 300Mbps

Pros: Newegg price & fast, free shipping

Cons: EnGenius ESR1221N2 Tech Support or rather lack there of. My router will not update the firmware. This is the total response from ESR1221N2 Tech Support, 1, 2 & 3 ...

My first message identified the problem, specified were I downloaded the file from, what file I used and that I had re-downloaded and re-tried multiple times. I also asked multiple trouble shooting questions.

Response-1:
Hello,
Please make sure you only uploading the .dlf file only when upgrading the firmware.
Thank You

My reply/2nd message included:

"I have tried each downloaded and un-zipped file, at least twice, which means - a total of four files, with two or more attempts each, so, more than eight attempts. ALL with the same result:
"Abort ... Invalid file ... please try again ... reboot. "

I have tried it while connect with the included cable (which seems to work fine). I have tried it wireless. ALL with the same result:
"Abort ... Invalid file ... please try again ... reboot. "

So, I would like to know, what else can I try? What could the problem be? Is the router defective? Are the files offered for download corrupted?

I find it hard to believe that all four of my downloads are corrupted on my end - i.e. bad download and/or extraction. I have never experienced this before - certainly not four-of-four tries.

Other than not updating, the router seems to work. If there is some testing procedure, please let me know.

PLEASE, do not suggest that I "make sure you only uploading the .dlf file only when upgrading the firmware."

Please, do give me some other advice or suggestion to proceed with.

Thank you. "

Response-2:
2. Attached is the RMA request form.
If the unit is under one year warranty please include the invoice from where you bought it from with the RMA form.
Thank you

My reply/3rd message:
"I did not request a RMA. I did ask if the router could be defective. Are you telling me that it is defective?

I also asked if there was anything else I could try. Is there some testing procedure I can do? I do not want to return the router unless/until it is determined to be bad. I just got it, so the one year warranty is not running out.

I noticed the reference number, so I'm guessing you will have access to me previous messages. I would prefer to solve this problem, if possible, rather than return/exchange.

Thanks"

Response-3:
Hello,
If the router is working then why update the firmware. For some reason your your end it is not uploading the current firmware is why you would send it in for us to test out. If you want us to test out the unit please fill out the attached RMA form from previous email with a copy of the purchase invoice for us to keep it under the one year warranty.
Thank You

Other Thoughts: EnGenius Customer Support Team: "Our Support team members are more than happy to walk you through troubleshooting process." Clearly, in my experience, this is not true.

Despite the lack of help from Tech Support, I continued to seek a solution on my own. On their site I found a forum. I wanted to join the forum to post my problem. In order to join you must be approved by an administrator. I have yet to be approved. It may not matter though because on there forum, posted Mon Feb 04, 2013 10:42 am, is the following ...

"I am having a problem with ERS1221N2 firmware update

Postby tracerk13 » Mon Feb 04, 2013 10:42 am

I downloaded the firmware from the official website and tried to update my device but the page says the file is invalid.

I contacted support via email and they sent me a file but it doesn't work either.

Am I the only one having trouble updating this device?

Please help."

2-1/2 weeks and 0-replies!

So, draw your own conclusions. Personally, given my experience I would recommend you avoid all EnGenius products unless you are confident you will never need Tech Support - I know I will.

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David M.'s Profile

Display Name: David M.

Date Joined: 06/06/02

  • Reviews: 1
  • Helpfulness: 0
  • First Review: 02/22/13
  • Last Review: 02/22/13
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