pcunite, I quickly perused the Wireless forum and missed the threads on the issue of which you speak for RB4011???
If true, then concur MT should be up front and reporting the issue in a post and what they are doing about it.
Communication is the key to combatting issues, and rare is finding a company that does that right.
I checked that ticket. The email arrived on christmas holidays, so naturally it took a few days longer than usual to get the first response. You have been getting responses ever since, so nobody is ignoring you.
MikroTik is not providing you any warranty or official support, those are provided by the seller/store where you buy the device. Have you tried to contact them at all?
my situation is much worse i open ticket 10.10.2018
Ticket#2018101022007579
28.11.2018 i gote answer
“I would like to inform you that we have just managed to reproduce this problem locally and currently are working on fixes for upcoming RouterOS versions.”
Problem with crash CCR
I had to buy one more router to isolate the problem client
I have been writing for 2 months and ask to report the status
support for 2 months completely ignore me.
I already want to throw out all CCR routers with such terrible supports.
I don’t understand. What do you mean “ignore”? The answer was very clear.
The ticket was indeed opened on Christmas holidays and supout.rif files were requested on 8th of January.
Prior to the creation of this topic on the 29th of January, I had no further response, even though I contacted back at least once per week.
That is three weeks of silence and not on a holiday season. You can verify this yourself.
We’re not talking about misconfiguration or mishandling of the device here, but a potential software bug or hardware defect that prevents the device from functioning properly.
If I’m not mistaken this falls under the European directive for warranty on electrical goods, since the device is not working as advertised.
Granted that it’s the retailer’s responsibility to handle any replacement procedure, but the malfunction has to be confirmed/verified by your support department first.
Every vendor had I had to file an RMA request at (from computer peripherals all the way to NAS units), has complied with diagnosing problematic devices - leaving you as the only outlier.
not really, the seller has full freedom to replace or support the devices as they see fit.
I’m sorry about your troubles. I will make sure that the ticket is resolved quickly.
I appreciate it. Please note that I have nothing personal with you, MikroTik staff or support personnel.
I just want to solve the problem and carry on with using the device.
I had it rough with a few of your models for various reasons (i.e. random watchdog reboots), but I’m willing to let this one slide as a child-sickness of the device.. since it’s still a newly released model with little to no mileage.
“ignore”, means that support does not answer questions about deadlines, even though 2 months have passed since the date when the problem could be reproduced
The problem is very serious. CCR stop forwading traffic.
Fixing a software bug that appears randomly can’t have a deadline. It will be fixed when we find the issue. Software development is not a precise science with deadlines.
Just tell me in simple terms why Mikrotik have a support website if those who answers tickets clearly dont care about doing their job with care and attention to someone who is asking for some assistance ?
And the below copy/paste response, there is no excuse for that !
Hello
MikroTik support offers assistance if there is a problem or bug with RouterOS or other MikroTik products.
If you require assistance with configuration, we ask you to contact the company from which you did purchase this product:
If you require premium support, then you can contact our consultants in order to get assistance with network planning and/or configuration:
https://mikrotik.com/consultants
You can also try to ask for help on our user forum or Discord:
https://forum.mikrotik.com
https://discord.gg/yDJd6kABkWOr you can learn from our software manual:
https://help.mikrotik.com/docs/Best regards
Oskars K.
Is there a place to make an official complaint or should I just upload the thousands of euros worth of invoice to show how dispicable Mikrotik official support are to a person who has been buying Mikrotik products for over a decade ?
This was the second time I needed to ask something from Mikrotik official support in all these years, I feel like booking a plane ticket and flying over to visit, thats how angry I am
You post the ticket answer - but not your question. Do have something to hide?
@mongobongo - I do understand your frustration, but please try to take a deep breath or two to avoid a possible heart attack. 
Since standard support is free and Mikrotik does not offer paid, prioritized support, you sometimes have to wait for your ticket to be handled. For how long, it depends on how busy the support team is. You can always update your support request and specify that you have an urgent need for help to increase the chance of the request being prioritized
Meanwhile, you might also ask the forum for help.
No, mongobongo already posted a reply by a real human (Oskars). Dont confuse with the auto-reply when you open a ticket.
If receiving such reply, like posted, it means the customer asked somebody to configure his router. That response says, that we don’t do that, you can hire a consultant.
So your not complaining about a bug, or issue with the router?
You need assistance to configure the router.?..–> Perhaps take some courses maybe.
https://www.youtube.com/@MAICT
I don’t know his ticket number, so it’s just a guess, based on the response I see here
No, I did not ask and I have never asked that!
Why dont you ask “Oskar” to post what I wrote, I cannot provide you what I wrote because that person deleted the ticket point blank and I posted their response to me here.
Im telling you straight, you either take my word for it or ask Oscar to provide you with the ticket and post it here for all to read !
I remember posting in the ticket two support.rif and that I was going to post a third one, pointed the support representative to the post below and simply asked for them to tell me if they could see where I have any errors or this may be some bug.
You making me laugh, yeah, i asked him to build me a complete solution, yeah please …
http://forum.mikrotik.com/t/winbox-ikev2-strange-issue/175940/1
Even if that “support” person said to me “you are a useless Mikrotik technician” would have been better then that copy/paste responce which just says to me “please leave me alone, I dont have time for you, you insignificant person, as I have far more important things to do and dont get paid enough to give you any of my time”
or they are told straight up from management to close tickets as most people will just “go away”
Really you cannot even begin to understand how angry this made me.
And no, no heart attack here, heart is strong and so is emotion, so fed up of seeing the same thing crop up across the IT industry in general, support hiiding behind computer screens, pushing customers to the “suppliers” who most times also dont have time or the expertise to provide support and why should they, they didnt create the ROS they didnt create the hardware the simply sold it.
And I will say here, having posted support.rif to someone who has access to the insides/out of the ROS and all its vulnerabilities, i no longer feel comfortable with what im writing here …
Nothing to hide here
All info is public apart from my ticket which was outright deleted by the “support” representative
Will you provide the ticket number or not?
Really mate, your responses to people posts such as mine are so predicatable.
Yes you made a good assumptions that I have not taken any courses, hardy ha, FYI, some of us can get by without any courses, throughout life, with good documentation, prepared to invest time to read and study but sometimes just sometimes ones needs some small help, not to be ostracized by anonymous people on the Internet …