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Отвечен
constant beeping while charging
Just received my new plane. When charging, there is a constant beep but no blinking lights. Is it defective?
Ответ
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 !!!
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 !!!
На рассмотрении
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.
So, what do I do with my plane that does not work ? Can you please issue me a refund ?
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?
Ответ
Отвечен
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:
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.
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.
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.
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.
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.
I will have your ticket at the support address checked.
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.
Thanks.
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.
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.
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
I'll be waiting for more news
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!
while im trying to get out the cable - it runs...
i´m happy now!
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
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
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?
It appears that the issue was identified months ago and it's still an issue. Is there a working version of this?
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
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
Сервис поддержки клиентов работает на платформе UserEcho
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: