Almost a month ago, I posted a problem with the underside label of the RTUX50 being scratched, because the device has no mounting holes and many people use velcro or something, there are a lot of posts on this forum about problems getting the router to work back after a factory reset. Sure - some people take pictures of the label when they buy something, I am not one of thesm. Every firewall software I know has a well documented static password after a factory reset, and this is not considered a security issue, because it is the first thing you change. Nobody realises immediately that after a factory reset, you cannot restore a backup. Indeed, “rookie” mistake…
Even when I do not understand Teltonika’s policy about having a different default password for every device, then printing it on a label for everyone to read, and then not keeping records of it in case obvious problems occur, I respected that choice and politely reached out for help.
Especially because I saw earlier posts like this one RUTX50 default password lost / label scratched where a customer with exactly the same problem was helped promptly, the only thing needed was the serial number of the device.
Cool. I was told to look for the serial number on my invoice because the distributor would have put it there. Unfortunately Terltonika’s distribution channel through Amazon has a little problem where the distributor is not involved in the invoicing, all invoices are sent by Amazon, and there are no serial numbers on the invoice. After some research I was able to contact the reseller and people were very helpful, based on the sales period we could narrow down the possible serial numbers to 4 items. This because the scratched label had some characters left. So far so good, and I thought this was going to be solved.
So I contacted Teltonika again with those serial numbers and was told to handle this through the distributor!
So I contacted the distributor yet again asking to handle this with Teltonika.
A lot of emails and almost a month later, I am still waiting for any help.
Please understand that I am getting irritated, because of Teltonika’s “security policy” that is becoming very hard to follow.
in another post, only 6 months later, I learn Teltonika appears to be keeping track for a limited time of the passwords of the devices they are shipping (way shorter than the period of guarantee). But no such questions were asked in the above mentioned post. As it should have been, but apparantly how it isn’t anymore now.
- Printing a device specific default user and password on some low quality label and then not providing any mounting holes in the device, is just asking for trouble and a lot of posts about scratched labels on this forum.
- Keeping track of these login/passwords is required for correct customer support. Intentionally deleting these password from is again - completely beyond my grasp. Please explain why.
- Pushing responsibility repeatedly in the direction of the distributors is not a correct way of supporting your customers.
This is a 500+ EUR device that is almost new. And I guess the next phase is to ask for an RMA number and send it back to Lithuania? Because Teltonika does not keep track of some very important information - this problem could have been solved in about 5 minutes.
After almost a month i have become very disappointed and angry.
I hope that the statement of not keeping track of the credentials on the labels is an honest mistake and that an RMA is not needed. And that this problem reaches someone who handles it and doesn’t forward it to someone else.
If not, you just lost a customer.
