Answered

constant beeping while charging

Anonymous 10 years ago • updated by 9 years ago • 19

Just received my new plane. When charging, there is a constant beep but no blinking lights. Is it defective?

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Answer

Answered

We have identified an issue with the battery on some SmartPlanes which were produced between Sep'13 and Jan'14. We will replace such units free of cost.

Replacements
We're preparing a batch of individually retested SmartPlanes (right here in our office!) to be sent to the US and EU warehouses shortly. Once it's arrived, I will post an update. At that point, you should contact support@tobyrich.com and ask for a replacement. It will be shipped to you free of cost. You won't have to send us your old SmartPlane.

Refunds
If you don't wish to wait and would rather get a refund, proceed as follows:

If you purchased the SmartPlane directly from us (i.e. our webshop), please contact support@tobyrich.com with your order number or full name used while purchasing.
If you've ordered on Amazon, Touch of Modern or another retailer, please get in touch with them for a refund.

Replies 19
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10 years ago

I am having exactly the same problem.
I had ordered one an that plane had this issue of beeping and I contacted customer support and they sent me a second one and I have the same issue with that one too.....just beeps and does not seem to charge... Please help !!!

Under review

10 years ago

Hi all, We have identified an issue with the battery on some SmartPlanes which were produced between Sep'13 and Jan'14. We are trying to find a solution. In the meantime, please be patient. I will update this thread as soon as the situation is clearer. Thanks.

10 years ago

So, what do I do with my plane that does not work ? Can you please issue me a refund ?

10 years ago

Yes, I have the same problem. The plane beeps and the propeller spins. That's about all it does. I'm hoping I don't have to repackage and ship this thing back..... Why isn't there an update to this as it was reported a week ago?

10 years ago

I have the same porblem - beeps and propeller spins. Please help

Answer

Answered

10 years ago

If you purchased the SmartPlane directly from us (i.e. our webshop), please contact support@tobyrich.com with your order number or full name used while purchasing.
If you've ordered on Amazon, Touch of Modern or another retailer, please get in touch with them for a refund.

10 years ago

Update: the shipment has left our office by air freight today! I will post an update when it arrives the warehouses and you can begin requesting replacements.

9 years ago

Hi Prashant,

Why are'nt we getting any updates on the shipment ? It has been a a month already. I would appreciate if you could let us know when you can ship the working unit ? I have tried to contact support@tobyrich.com and I am not getting any respose either.

9 years ago

Hi Punitha, it's because the container is still in transit. As you know shipping (by ship!) takes several weeks :( But it should arrive any day now since it's been a while. We did not expect such a heavy demand in the US and are trying our best to produce and ship more.

I will have your ticket at the support address checked.

10 years ago

I have the same porblem - beeps and propeller spins. Please help, but i buy the plane from eBay and i am from Chile South America. I need send to eeuu to remplace??, is not posible fix the plane or update?. or is trash in this condition.
Thanks.

10 years ago

Hi Jaime, you normally do not need to return the plane to get a replacement. But we currently don't ship to Chile :( Please contact support@tobyrich.com with your information, they'll try to find a way.

It is also possible to repair the plane yourself if you have a little experience before. We're planning to post self-repair instructions soon.

10 years ago

ok, wait for self-repair instructions. I am electrical engineer so I hope it is not so hard for me to fix it with the appropriate indications.
I'll be waiting for more news

9 years ago

Hi @all, i had the same Problem by first Connection for Charge, then i had read this and i would send the Plane back...
while im trying to get out the cable - it runs...
i´m happy now!

9 years ago

I have the same problem, plus I threw away the outside box. Wasted money!

9 years ago

We have the same problem on Christmas morning!!!!!!

9 years ago

Hi Julie!

Thank you for your message.

We are very sorry about this. Please, write an e-mail to support@tobyrich.com stating your shipping address. Also, please tell us where you purchased the plane.

Best Regards
Tobias

9 years ago

Same issue as Julie... got this as a Christmas present and it doesn't work.

It appears that the issue was identified months ago and it's still an issue. Is there a working version of this?

9 years ago

Hi George,

yes, a battery issue has been identified which randomly affects one batch.

Please, write an email to support@tobyrich.com to clarify your case and sort this out.

Best
Tobias

9 years ago

Same issue

Customer support service by UserEcho