I purchased the ASUS TM-AC1900 device from the T-mobile.com website as a standalone device only, not-attached to any T-mobile account. It has been a great router, until recently has been giving me problems.
Order #3163151330, Placed 11/23/2016, Delivered 12/02/2016
PROBLEM 1: the wifi (both 2.4 GHz and 5.0 GHz) on my device (ASUS TM-AC1900) has stopped functioning.
If my laptop or phone device is directly touching the router I have weak signal, and if I take it beyond 1 foot away from the device the signal is dropped. There is no problem for devices connected directly via cables. I have spoken both with T-mobile and ASUS technical support specialists who have taken me through the steps of rebooting/restoring my device to factory default a couple of times. We have tried other software adjustments as well, including changing channels and altering some of the advanced settings without any improvement. They have recommended that I have my device replaced under warranty.
PROBLEM 2: the device is no longer available in stock for replacement.
I spoke with online sales support for possible replacement but they said it was not possible because the device is no longer available in stock. The only option they offered me was refund, but I am not interested in that, so they directed me to technical support again for possible warranty service since the device is only a few months old.
PROBLEM 3: my order was not attached to a T-Mobile account so technical support unwilling/unable to do warranty service.
Because the device was purchased outright without an account, there is no attached T-Mobile account which apparently is a prerequisite for processing any sort of warranty service. Because they were unable to help me, they direct me to the device hardware manufacturer (ASUS) for warranty service.
PROBLEM 4: ASUS states this specific router can ONLY be serviced by T-Mobile.
After extended conversation with ASUS over the phone with multiple reps (ASUS case #N170213759) they ultimately told me: "Upon researching your case, we find that your router, manufactured to T-Mobiles specifications. The TM-AC1900, can only be serviced by T-Mobile."
I have spent hours between T-mobile and ASUS phone support and I only seem to get redirected to someone else, so hopefully someone here will be able to help me. Is there no way for me to get warranty service on this device? No one seems to be wanting to help me out here.