Dear Luxul Dealer –
As a valued Luxul partner, we wanted to make you aware of an issue that has recently surfaced and let you know of the steps we are taking to resolve the issue.
In Q4 of 2016, the much anticipated XWR-3100 Wireless Router was launched into the CEDIA channel and has been extremely well-received by you, our dealers and installers. Most of you have reported fantastic results with this product. Unfortunately, we are seeing a higher than normal failure rate (about 3%). Failure is exhibited by either the 2.4GHz or 5GHz wireless radio going down, typically within the first few days after installation.
We understand the challenges you face when a product fails in the field and want to make it clear that Luxul Engineering is burning the midnight oil to resolve the problem. We anticipate this issue to be temporary and we remain excited and optimistic about the role of the XWR-3100 in delivering a better Wi-Fi experience.
Please consider this information when planning for sensitive installations and customers, or for remote sites where failure and replacement would be especially painful. For those situations, we recommend the use of either the XWR-1200 with its rock-solid performance and reliability, or upgrading to the ABR-4400 router with the XWS-2510 controller system.
If you experience a XWR-3100 failure, Luxul is temporarily enhancing our return policy and offering an advance RMA option. Any XWR-3100 exhibiting radio issues will be replaced immediately by an XWR-1200. The failed XWR-3100 should be returned to Luxul for further evaluation and testing. Once a fix is available, we will then ship out a new XWR-3100, while also allowing you to keep the XWR-1200. Please contact Luxul support directly for more information.
As with all Luxul products, the XWR-3100 carries a 3-year warranty. Luxul is committed to your success and will stand behind our products as always. We thank you again for your partnership and for your patience as we work through a resolution to this issue. If you have any questions, please reach out to Luxul sales or support at 801-822-5450 or via email (email@example.com or firstname.lastname@example.org).