I received an RMA and shipped my 2400MC Pro camera to the US repair facility to replace a failed main board. I insured the camera at the recommendation of the ZWO point of contact Simon. Since you can’t upgrade insurance on the provided shipping label, I (as Simon suggested) paid UPS for new label with a new tracking number. I then updated the RMA comments to include the new tracking number and sent several emails making sure Simon and others were tracking. UPS shows the camera arrived the facility and was signed for by Kim 5 days ago (11 Nov) but my RMA still shows the camera has not been received and there is no update. I’ve sent daily comments requesting confirmation they have it in the RMA with no response. The repair facility has my camera but I have no leverage because the RMA shows it was never received although I have proof of delivery. Since it was delivered UPS insurance will not cover a loss since they have a signed receipt from the facility. So, it looks like I may be out a 3500 dollar camera. this is completely unsat and I can’t get any assistance so I’m posting here in hopes that someone will respond. I have a ton of ZWO gear—five cameras, five Asiair, 2 x AM5s, etc, etc. I’m really disappointed in the product support and the fact that there is no accountability for a 3500 dollar camera. I’m hoping this is just a a miscommunication and it will get resolved but I’m losing confidence daily with crickets for response. There may be a bunch of Zwo equipment going on the used market—plenty of other options out there.
