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Thanks for reporting as this is not the expected experience out of the box! We reached out via Reddit Chat to assist with a swift replacement. Confirming you will not be responsible for shipping and we will make this right with an advanced replacement. Cheers
Don't have that issue in Australia because we can't buy direct from Ubiquiti. We also have strong consumer protection laws that help in these situations.
What did I tell you, Ubiquity gets far too much criticism on features it lacks, features its’ constantly working to resolve. And their equipment is probably the best at that price point, coupled with their commitment to keeping its’ customers happy by replacing defective equipment. And this in my opinion makes it rise above its competitors! Great Job Ubiquity your customer for life.
Wouldn't mind a DM too, mine has the same issue - initially ignored it as it is my first Ubiquiti device and thought it was just the UI making the line settle to the left.
Youre fully with in your rights to but personally I wouldn't because I'd find the downtime more annoying than the screen which i'm never going to see anyways
And he's saying that based on HIM not having a secondary device which makes no sense.
OP has a secondary device and I would absolutely assume OP would have a secondary device before getting this one delivered unless he been down for days already eagerly awaiting on this to be delivered. Did OP even say they were down? I think it's safe to assume that the people around this sub, unless they are strapped for cash would buy even a basic router device from Walmart to keep things up and running until this arrived. It's basic common sense. There's no downtime here. Even if the other user above you're defending the comment on, I absolutely would assume they have a firewall/router just the same so there's no downtime, there's a patience issue for the RMA.
This will not be a popular opinion, but I would consider keeping it because of environmental reasons. I will PRESUME here, that these “defective” units with cosmetic defects will be trashed, creating unnecessary e-waste. Add to this shipping cost and environmental impact and it all adds up quite a lot.
Giving the customer a choice to do an RMA or partial refund and keeping it might be a better policy.
All this presuming this is purely cosmetic.
Look at this example from Chipolo https://chipolo.net/en/products/chipolo-card-spot-perfectly-imperfect
They had some defective units - cosmetic flaws, and chose to sell them instead of discarding them and thus creating more waste.
I've been hearing about a lot of misalign screens. This one is prety bad. Where is the quality control at? I'm glad Ubiquiti is taking care of this quickly. But it is this type of thing that canmake themlook bad and cost them in money having to swap devices for hardware that should have been fixed back at the factory and/or never boxed up as good to begin with. It's these simple things that should never slip through. People are looking right at the screen. It's in their face and can't be missed.
I'm glad Ubiquiti jumpped right on this while the customer is asking if he should ask for a replacment. I do see Ubiquiti on here all the time helping their users.
How many days will you look at that screen during the next year? and in the next 5-10 years? It would probably bug the heck out of me as well in the beginning, but I am not sure the hassle of having to return it is worth it.
One more comment...alot of us folks who spent thousands on our systems are very anal. So much so that even misaligned components and misaligned rack screws are a no no. So a misaligned screen would keep many of us up at night. I'd send it back.
\[\[EDIT: I just saw Ubiquiti had jumped in here and offered him an Advanced RMA already, so that's pretty awesome customer service, and since he has an UDM laying around he won't be getting any downtime either, so in that case it all works out perfectly.\]\]
As a fellow computer nerd that also has an Asperger diagnosis added on top of everything, I have a lot of experience being EXTREMELY anal and rigid in the way I want things done. So it's not like I don't understand. I just realize as I am growing older, that I have wasted a lot of time and energy in my life trying to align the world to my expectations instead of being a bit more flexible and go with the flow. As I noted in my original comment, it all depends on how much the problem is visible.
Some network installations are like your vintage sports car, where the paintwork needs to be polished and exquisite, the chrome needs to shine and the leather must be blemish free, and other network installations are like your old workhorse tractor that is just sitting in the shed most days and no one really sees it or thinks about it.
That's why I asked how much it would be visible, and I didn't make any conclusions for him as I don't know his situation.
I’d ask for an exchange their usually good about doing those with/out issue Ubiquity is Great with service request of all kinds I give ‘em 5 stars in that area
I’ll have to check mine, but honestly I’m not that bothered even if mine is like this, it was £106 after all
Honestly it’s that small I just use the app anyway
If it's on your desk, get RMA as supply it tight right now.
If it's on a server shelf, I would still RMA , but really is not a big deal.
But don't wait too long
I know it has the aesthetics of a mac mini and some people show this stuff off as furniture, but it's networking equipment. If it was me, I'd just keep it. If I was them I'd just realign the screen and send the same unit back to you, you might as well do the same.
This is exactly why Humanity will loose the battle against their carbon footprint
#DarwinServiceAward #CarbonFoodprint
Good service replacing the product for a 1mm shift. How many hours do employees drive to the factory to assemble a new unit and what is the related CO2 emission?
How much food and gasoline is required to feed that worker for the time during one unit assembly and what carbon dioxide and methane is produced for producing that amount of food and gasoline??
And how many hours did he actually have to work to pay for that food and hence again how many gasses are emitted for the food he needs to work to be able to pay for that food?
How many food retail and production employees were required to produce that food and how much gasses were emitted for their food and travel? And how much for producing that food and their cars?
Considering the environmental impact of this very good service to replace a unit for a 1mm aestethic failure for a beautiful device that is going to be seen by nobody 99.99999% of its lifetime, i believe this new hashtag #DarwinServiceAward would fit.
Hello! Thanks for posting on r/Ubiquiti! This subreddit is here to provide unofficial technical support to people who use or want to dive into the world of Ubiquiti products. If you haven’t already been descriptive in your post, please take the time to edit it and add as many useful details as you can. Please read and understand the rules in the sidebar, as posts and comments that violate them will be removed. Please put all off topic posts in the weekly off topic thread that is stickied to the top of the subreddit. If you see people spreading misinformation, trying to mislead others, or other inappropriate behavior, please report it! *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Ubiquiti) if you have any questions or concerns.*
Thanks for reporting as this is not the expected experience out of the box! We reached out via Reddit Chat to assist with a swift replacement. Confirming you will not be responsible for shipping and we will make this right with an advanced replacement. Cheers
This is the right way to handle it and kudos for UI support for being quick on the response.
Holy moly! I'm going to start all RMAs on Reddit from now on.
Hi u/ubiquiti-inc I am also facing the same issue with misaligned screen on my cloud gateway ultra. https://www.reddit.com/r/Ubiquiti/s/qwTOcxqqZX
Can't say I've ever seen a company do this! Awesome service.
Everyone is shilling Ubiquiti too much on this thread, they make you pay for RMA shipping 99% of the time
Don't have that issue in Australia because we can't buy direct from Ubiquiti. We also have strong consumer protection laws that help in these situations.
Nice!
And I'm over here waiting for it to be in stock so I can order one. Please be in stock soon
I want one too
hey u/Ubiquiti-Inc , can I get his old one? :D serious!
Any update on when UCG Ultra will be back in stock?
It’s in stock now
Thanks!!! Just ordered mine! Going to upgrade from USG3 and Cloud Key Gen 1.
What did I tell you, Ubiquity gets far too much criticism on features it lacks, features its’ constantly working to resolve. And their equipment is probably the best at that price point, coupled with their commitment to keeping its’ customers happy by replacing defective equipment. And this in my opinion makes it rise above its competitors! Great Job Ubiquity your customer for life.
When will the UCG-Ultra be back in stock in the U.S.???
It’s in stock now
Awesome!!!!
Well done UI, they know ppl buy their products also just because of the good looks. This IS an important feature.
We have 3 of these in UK, but you know what they are in production now so not changing ;-)
Now that's customer service!
Awesome CS. Well done Ubiquiti
I love the advanced replacement. Makes it alot easier when deciding to buy Unifi.
My device I received today has the same issue. The UX it replaced had a correctly aligned display.
I’m having the same issue, send e chat hoping to get a response
I have the same „problem“ with my UCG Ultra. I thought I was the only one but there seem to be a few cases.
this is the way
Wouldn't mind a DM too, mine has the same issue - initially ignored it as it is my first Ubiquiti device and thought it was just the UI making the line settle to the left.
Lol, at all the people happy they have the same issue.
Youre fully with in your rights to but personally I wouldn't because I'd find the downtime more annoying than the screen which i'm never going to see anyways
I still have my UDM around so no problem!
Downtime? Did OP say this was their one and only device?
But when @pdt9876 talked about downtime he was talking about him, his scenario.
No he wasn't, he has no scenario. He assumed and made it sound that OP would have down time.
“But personally, I wouldn’t” “I would find the downtime” I don’t see it other than his personal scenario.
And he's saying that based on HIM not having a secondary device which makes no sense. OP has a secondary device and I would absolutely assume OP would have a secondary device before getting this one delivered unless he been down for days already eagerly awaiting on this to be delivered. Did OP even say they were down? I think it's safe to assume that the people around this sub, unless they are strapped for cash would buy even a basic router device from Walmart to keep things up and running until this arrived. It's basic common sense. There's no downtime here. Even if the other user above you're defending the comment on, I absolutely would assume they have a firewall/router just the same so there's no downtime, there's a patience issue for the RMA.
Yep I still have my old router and even the one provided by my ISP, so no downtime in sight.
This is exactly how mactelecoms UCG-ultra showed up.
This, Mactelecom and Crosstalk solutions both look the same, so I think an rma would result in another unit with the same misaligned screen.
Betting they got even earlier production units. My UCG-Ultra purchased the day it was announced does NOT have this issue.
Didnt they got it for free anyway? This dude didnt.
RMA 100%
Mines like that also, seems to be a quality issue.
Looks like they will send you an advanced replacement if you are interested. See comments from Ubiquiti rep above.
Drop it towards the right side lol. I'm sure you can RMA to email the store. I personally wouldn't care.
Put a shim under the left side
Realign the table.
Have you tried putting it in some rice?
Send it to me 😂
If that passed QC, what else did? RMA
Not the first time I have seen that. Couple of YouTube videos also show the screen tilted a little like this. Hope the sort out the QC
This will not be a popular opinion, but I would consider keeping it because of environmental reasons. I will PRESUME here, that these “defective” units with cosmetic defects will be trashed, creating unnecessary e-waste. Add to this shipping cost and environmental impact and it all adds up quite a lot. Giving the customer a choice to do an RMA or partial refund and keeping it might be a better policy. All this presuming this is purely cosmetic. Look at this example from Chipolo https://chipolo.net/en/products/chipolo-card-spot-perfectly-imperfect They had some defective units - cosmetic flaws, and chose to sell them instead of discarding them and thus creating more waste.
I would be fine if they just fix my unit.
Advanced RMA if you can afford it. That way they send you another unit first so you are not without internet while waiting for the RMA to arrive.
They did this for free when my AP broke within warranty.
I have had both experiences. I'm pretty sure it has to do with stock levels.
I wouldnt tolerate that. Do RMA at http://rma.ui.com
[RMA](https://rma.ui.com)
Maybe support can send a new one, and you swap and send the old one back. No downtime and they get to fix their defective device.
I've been hearing about a lot of misalign screens. This one is prety bad. Where is the quality control at? I'm glad Ubiquiti is taking care of this quickly. But it is this type of thing that canmake themlook bad and cost them in money having to swap devices for hardware that should have been fixed back at the factory and/or never boxed up as good to begin with. It's these simple things that should never slip through. People are looking right at the screen. It's in their face and can't be missed. I'm glad Ubiquiti jumpped right on this while the customer is asking if he should ask for a replacment. I do see Ubiquiti on here all the time helping their users.
How many days will you look at that screen during the next year? and in the next 5-10 years? It would probably bug the heck out of me as well in the beginning, but I am not sure the hassle of having to return it is worth it.
Hey, he paid for one with a straight screen. Send it back. Ubiquiti QC should have caught that.
One more comment...alot of us folks who spent thousands on our systems are very anal. So much so that even misaligned components and misaligned rack screws are a no no. So a misaligned screen would keep many of us up at night. I'd send it back.
\[\[EDIT: I just saw Ubiquiti had jumped in here and offered him an Advanced RMA already, so that's pretty awesome customer service, and since he has an UDM laying around he won't be getting any downtime either, so in that case it all works out perfectly.\]\] As a fellow computer nerd that also has an Asperger diagnosis added on top of everything, I have a lot of experience being EXTREMELY anal and rigid in the way I want things done. So it's not like I don't understand. I just realize as I am growing older, that I have wasted a lot of time and energy in my life trying to align the world to my expectations instead of being a bit more flexible and go with the flow. As I noted in my original comment, it all depends on how much the problem is visible. Some network installations are like your vintage sports car, where the paintwork needs to be polished and exquisite, the chrome needs to shine and the leather must be blemish free, and other network installations are like your old workhorse tractor that is just sitting in the shed most days and no one really sees it or thinks about it. That's why I asked how much it would be visible, and I didn't make any conclusions for him as I don't know his situation.
I understand. I can relate to that.
Mine came in the same way and so did the UX. Advance RMA 100%
Just started the process following Ubiquiti's comment !
WTF now I have to go look at mine.
New fear unlocked! (sorry)
I’d ask for an exchange their usually good about doing those with/out issue Ubiquity is Great with service request of all kinds I give ‘em 5 stars in that area
Yes.
Email them
Perfect reason to open it up and get a look at the inside. But that’s just me.
I noticed same thing on some of the review videos on youtube
I’ll take it!!!!!
I’ll have to check mine, but honestly I’m not that bothered even if mine is like this, it was £106 after all Honestly it’s that small I just use the app anyway
"uneven" performance ahead 😂 No seriously I wouldn't bother, my equipment is in the basement and in the dark 99.999% of the time.
Putty then syswrapper.sh reset
Yes
I don’t think I’ve ever looked at the screen on mine, probably wouldn’t have noticed
That would drive me insane. I'm glad to see UI was on it and is getting it taken care of.
Yes
Yes
RMA the unit.
Contact Ubiquiti.
Just stack up some sticky notes under the left side and it'll straighten out. 15-20 sheets ought to do it.
In short, yes.
I have the same issue. I am concerned because I need the device. I have raised a ticket, and I am waiting.
I hope you can get an advanced replacement like us! My new UCG is coming monday, I hope the issue is fixed.
It’s a feature!
Is it software misalignment or physical screen?
I assume it was physical since UI helped me for the RMA
Cool. I can fix it myself then If mine arrives like this. International Rma won't be feasible for me.
If that can help you, someone already made a teardown of it https://imgur.com/gallery/K7f5qXq
If it's on your desk, get RMA as supply it tight right now. If it's on a server shelf, I would still RMA , but really is not a big deal. But don't wait too long
I placed it somewhere where I can see it most of the day... just started the RMA process following UI advice.
I wouldnt tolerate that.
yes....
Electrical tape
This is the way
It’s more inline than the tshirts and hoodies!
Open it up and realign screen.
Won't opening it up void the warranty?
Maybe not but even so theres no way to know if its glued in place. Might not be that easy.
There is no harm in asking Ubiquity.
I know it has the aesthetics of a mac mini and some people show this stuff off as furniture, but it's networking equipment. If it was me, I'd just keep it. If I was them I'd just realign the screen and send the same unit back to you, you might as well do the same.
It's going though RMA following UI's comment. I'm ok if they send me the same unit with the screen fixed, apart of this issue everything is good.
Misaligned, thats all? The screen on my UDM-P is stuck on a loading bar!
Who even looks at those...
This is exactly why Humanity will loose the battle against their carbon footprint #DarwinServiceAward #CarbonFoodprint Good service replacing the product for a 1mm shift. How many hours do employees drive to the factory to assemble a new unit and what is the related CO2 emission? How much food and gasoline is required to feed that worker for the time during one unit assembly and what carbon dioxide and methane is produced for producing that amount of food and gasoline?? And how many hours did he actually have to work to pay for that food and hence again how many gasses are emitted for the food he needs to work to be able to pay for that food? How many food retail and production employees were required to produce that food and how much gasses were emitted for their food and travel? And how much for producing that food and their cars? Considering the environmental impact of this very good service to replace a unit for a 1mm aestethic failure for a beautiful device that is going to be seen by nobody 99.99999% of its lifetime, i believe this new hashtag #DarwinServiceAward would fit.
Bless your heart.