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Product ID 3013 - Failures
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Product ID 3013 - Failures

by PeterD_ATG on Mon Feb 24, 2020 3:24 pm

ADAFRUIT 3013 PURCHASES.GIF
ADAFRUIT 3013 PURCHASES.GIF (21.39 KiB) Viewed 532 times

Hello,
We are an assembly facility who has been using your part# 3013 in a customer assembly.
We have purchase over 1200 units since 9/2019 and we have about 35 units from orders that are defective.
Can you please set up an RMA to send these back and can you replace these units.

PeterD_ATG
 
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Re: Product ID 3013 - Failures

by adafruit_support_carter on Wed Mar 04, 2020 7:15 pm

We have purchase over 1200 units since 9/2019 and we have about 35 units from orders that are defective.

Can you provide more information about the nature of the issue? How are they being used? What isn't working? etc.

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Re: Product ID 3013 - Failures

by PeterD_ATG on Mon Mar 09, 2020 6:18 pm

We are just an Assembly house here, so I don't know the technicals... But after installed we set the date and time, Then after re-boot, the unit does not hold the information and goes back to Default.

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Re: Product ID 3013 - Failures

by adafruit_support_carter on Wed Mar 11, 2020 2:27 pm

We would need to know more information about how these are being used. Do you have access to the software that is being used to set the date and time? Can you provide more information on the assembly they are being used in? Photos would help.

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Re: Product ID 3013 - Failures

by PeterD_ATG on Wed Mar 11, 2020 6:58 pm

I really do not have any more information for you. I do not want to be rude but, As you can see, we have used a large amount of these boards with no issues. In fact we have just ordered another 500 in the last week. The 35-36 boards we have just do not function correctly. I would just like for you to take them back, replace them, and stand by your product.

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Re: Product ID 3013 - Failures

by adafruit2 on Thu Mar 12, 2020 9:29 am

hi we really dont mind replacing them ... but we use genuine maxim parts, they're extraordinarily reliable. if something is failing in installation, we strongly suspect something else is going on - likely some edge condition in the firmware! in that case, replacing them may help, or you may just get more failures.
if you want 36 replacements - email support@adafruit with a link to this thread.
however, we really really recommend an engineer does a root cause analysis, for long term success :)

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Re: Product ID 3013 - Failures

by PeterD_ATG on Mon Dec 21, 2020 12:58 pm

Hello,
As requested I emailed support to get replacements for the initial 35 pcs that we had here that were deemed failed.
We never heard back anything except questions of why are they failing. We never received any mailing instructions or an RMA.

We now have an additional 15 pieces that have failed. We would really like to get replacements for all of these.
Please respond with an RMA and Replacements.

PeterD_ATG
 
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Re: Product ID 3013 - Failures

by adafruit2 on Mon Dec 21, 2020 1:10 pm

hi, 15 more have failed from the initial batch after some time or?

email support@adafruit.com with a link to this thread for RMA, check your spam folder, we reply within 1 business day

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Re: Product ID 3013 - Failures

by PeterD_ATG on Mon Dec 21, 2020 5:50 pm

These 15 New failed units are from two orders place this year, one in May and one in October of this year.

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Re: Product ID 3013 - Failures

by adafruit2 on Tue Dec 22, 2020 2:23 am

kk did you get the email reply

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Please be positive and constructive with your questions and comments.