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3 Raspberry Pi 3 - Model B+ will not power on
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3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Wed Jul 10, 2019 2:03 pm

I need to return 3 Raspberry Pi 3 - Model B+ that will not power on. 9 were purchased for a dev team and 3 did not power on, they have already been replaced and we just need top return the defective ones. Please do not ask me to troubleshoot I have zero knowledge of how to do so or even a way to try to power them on.

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Wed Jul 10, 2019 2:04 pm

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Wed Jul 10, 2019 2:06 pm

2 were from order 2055584-3191161663 and 1 was from 2055597-7349412066

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by adafruit_support_mike on Sun Jul 14, 2019 3:30 pm

What were the dates of those orders?

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Mon Jul 15, 2019 12:28 pm

May 14th

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by adafruit_support_mike on Tue Jul 16, 2019 12:34 am

That's beyond our 30-day return/replace period, but I want to check something you mentioned in your original post:

Have you already received replacements for the boards shown above, that don't work?

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Tue Jul 16, 2019 11:53 am

You were showing out of stock so we bought 3 boards elsewhere as this project had a tight deadline. I just got these units back from the dev team. There is nothing that can be done here?

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by adafruit_support_mike on Sat Jul 20, 2019 8:58 pm

I'm afraid not.

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Mon Jul 22, 2019 12:47 pm

Really appreciate the great customer service and you guys standing behind your product

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by adafruit_support_mike on Mon Jul 22, 2019 7:01 pm

Our return/replace policy is one of the most generous in the market, but it does have limits. The 30-day limit is one of the biggest.. we can’t afford to hand out free hardware indefinitely.

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Mon Jul 22, 2019 7:08 pm

I can look past the return part but what about a warranty? 30 days on something new?

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by adafruit_support_mike on Mon Jul 22, 2019 10:44 pm

The things we sell can be damaged in use, accidentally, unintentionally, or as the result of conditions that weren't known at the time. The boards aren't inside an enclosure whose operating conditions are tightly controlled, and sealed with labels saying the warranty ends if you open things up far enough to see the actual hardware.

Our return/replace policy covers the things under our control: production defects and early component failure. It isn't a general do-over for any board that stops working.

Early component failure is a known issue: devices might contain a part that's good enough to survive normal manufacturing tests, but weak enough to fail within a few hours of regular service. The rates for those failures are also well known. By the end of 30 days, the chance of a random failure is far lower than the chance of damage due to conditions in the operating environment.

We also know the current failure rates for the devices we carry, and most of them are well below 0.1%. Anything above that generates support costs that make the device unprofitable. Statistical clustering does happen, but when we see multiple failures far above the normal rate, we're obliged to consider the potential causes that are much more probable.

We stop the clock at the first post reporting an issue, and issues reported within the first 30 days are eligible for replacement no matter how long the debugging process takes.

We have to be strict about the 30 day limit though.. every board that fails "just came out of the box/bag," which we have no way to verify, and we regularly get that kind of report a year or two after purchase. We have to put the cutoff somewhere, and we have to be consistent about it.

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by 987654321 on Tue Jul 23, 2019 1:54 pm

We have 6 other devices working fine, and the engineers were the only ones that had their hands on these. While I understand you have to have a policy in place you should be able to be flexible, especially considering we bought 9 of these.

It seems like our only option is having the charges reversed with our credit card provider.

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Re: 3 Raspberry Pi 3 - Model B+ will not power on

by adafruit_support_mike on Wed Jul 24, 2019 12:42 pm

If you’re determined to force the issue, send a note containing a link to support@adafruit.com with a link to this page and your order number. The folks there will process a refund for the cost of three RasPis.

In the future, please find another supplier for you hardware needs.

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