But today was a huge waste of my time.
I decided to take advantage of the discounted replacement program since the rM2 has now officially been decommed. I logged into my warranty account and clicked the big button that said "PURCHASE DISCOUNTED REPLACEMENT UNIT". Simple, right?
WRONG
After furnishing my CC info and correcting my address (which I've corrected several times before now), I was taken to a screen to confirm the return and print the shipping documents. Every time I clicked the button on that screen, I was given an error banner about reference numbers.
Nobody seemed to know what that meant. Round and around we went asking about browsers and incognito modes and the issue is that the system is creating an RMA# that is too long. :facepalm:
So then they told me to go to the "other" option on the returns website*. After I figured out what that meant, and processed my order there, it then turns out that they expect people to return the items *first* and then they will ship the replacement product. The rM2 is an important part of many people's businesses and that's just not really a workable solution for every one.
So now I wait to see if someone will contact me about this and if they will figure out how to offer a cross ship for a mission-critical piece of hardware.
If I was responding to a standard NPS 10-point survey based on this interaction, I'm a 5. Definitely in the detractor range. This was not a good experience. The 2 hours I wasted on this cut into my normal non-work activities and I won't be able to make that time up.
*- Which is not labeled "other", but is instead the link at the bottom of the page that says "Need to register a warranty claim for another product? Click here."