Squeezebox 3 - RMA Issues

[autopilot]

I sent you back my Squeezebox 3 as being faulty, but now i have received an email claiming that it's not faulty AND that you are going to charge me for it!

My SB3 IS faulty.

The the top half of the screen usually fails after about 30-60 mins of running, depending on room temperature AND the level of brightness the screen is set to. I did once have it running for a couple of hours once before the fault appeared, but it always does. The reason your technical staff did not find a fault is because you need to run it for a while (playing music), it is a heat issue. This is due to the fact that some of the screens used in the first batch could not tolerate the heat the unit produces. On top of that your also say the front bezel is not coming away, this is also a heat issue. The glue melts and the metal expands after the unit has been running for a few hours.

These are both known design faults and i have had this confirmed with Sean from Slim Devices. Please do not send me back the faulty unit and i will not be paying the charges sorry

Both problems have been fixed and the batch you have now should be OK. I don't want a refund, just a working SB3.

I will post a photo of the unit, clearly displaying the screen fault.

I am writing with reference to your recent return UNDER RMA [n1nj4 3d1t], the item received, SDevices Squeezebox3 WLESS Blk , Scil [n1nj4 3d1t] has been tested with no fault found.

I can confirm that the items have been tested against any details with the return and also those logged on our RMA system. Our technical staff are fully qualified and having read your comments have not found any faults with your items. Following is the report for your kind perusal : "screen fully working, both 'lines' are displaying test correctly as for the bezel peepling off"

The items need to be returned to you as soon as possible and in order to return the items to you there is a £10 +VAT carriage and a £10 +VAT service charge. Please forward payment details, cheque or postal order to the value of £23.50 inc. VAT, made payable to Scan International.

I apologise on behalf of the directors of Scan Computers for the problems you have encountered. It is our aim to resolve any issues quickly and effectively so as to maintain a long-term relationship. I trust the above action has met your requirements.

Yours Sincerely,

Mrs E. H. Norris
Returns Manager

[Dav0s]

did you note on the rma that you needed to test the device for 30 minutes before the fault was shown?

and mate, the scan guys will sort you out, dont worry.

[autopilot]

Ok ok, I'm calmer now. Sorry got a bit stressed there. I think i still have baggage from my old days of dealing with OCuK.

Originally Posted by Davos

did you note on the rma that you needed to test the device for 30 minutes before the fault was shown?

and mate, the scan guys will sort you out, don't worry.

Yeah, i thought i did, in fact i posted that on these forums also i think. But it's obviously a genuine mistake.

[autopilot]

Glad i took these now

[autopilot]

One other thing, i have spoken to Slim Devices and they say they will email you confirming the problem with the early SB3's if required. Will you need them to do this?

[Goberpiles]

I think them pictures prove you have a problem.

[Kaine (AoD)]

Ive passed this Thread on to the relevant people, hopefully they will be able to re test and confirm a fault there for you.


Regards,

Kaine

[autopilot]

Excellent, thank you Kaine.

Further more, the tester is going to have to download SlimServer, install, configure and add an number of MP3's to the library. Then set up the SB3 on a wireless network and play the MP3's over for about an hour+ from completely cold and it gets warmer when playing. I hope they are not too busy.

For your information, here is another example of the fault. A couple of people here also had it;

http://forums.slimdevices.com/showthread.php?t=18958

Originally Posted by seanadams - Slim Devices CEO

The issue is NOT that it's getting to warm, but that these particular displays are not functioning within their specified temp range. If you encounter this problem we will swap it out - it does not seem to be widespread. We have the display vendor looking into it.

Originally Posted by Kevin Pearsall - Slim Devices

Unfortunately that is a hardware problem. We would have to get the
unit replaced for you. Could you contact your reseller and ask them to
replace the unit for you? If you have any problems with that, let us
know...

(other example's can be found if you search)

As for the front bezel;

http://forums.slimdevices.com/showthread.php?t=18977

http://forums.slimdevices.com/showthread.php?t=19464

http://forums.slimdevices.com/showthread.php?t=19464

My units bezel ony came away about 1-2mm at the most on the left and right edges after a few hours of use. Not a major issue, but other people have reported that over a long enough period (a few weeks) if can completely come away. I would have been happy to try and fix this myself with some good glue, but the screen is the main issue.

My orginal post on the SD forums can also be viewed here. As you can you from the date of the thread, i had the problem on the first day of owning the it (it was delivered by City Link on the 20th of dec);

http://forums.slimdevices.com/showthread.php?t=19284

On the whole, the SB3 seems to be a fairly reliable bit of kit. It's just the early batch of the new model had a few teething problems.

Thanks.

[autopilot]

BTW, has anyone noticed how ironic my forum avatar now looks!

[Funkstar]

I wouldn't say it's ironic, looks a bit like the SB3s equaliser visualisation

[hitman67]

I'd say that was faulty myself

I always think if theres a problem like this then send Pictures in with the product, especially if it's a fault that seems to be time releated.

[Lee @ SCAN]

Cheers for the extra links to the slimdevices website & forum and the relevant links to the posts about issues with the first squeezeboxes

[autopilot]

Re-Tested at customers ask.....

After approx 2.5 hours (maybe a bit over) the top half of the display vanished.

Result. Thank fook for that! I'm guessing that it happened quicker for me as i had it in standby longer before playing music (unless they were not playing music).

I assume that i won't be having to pay the charge and will be having a brand new one sent to me as soon as they come back into stock?

Just a suggestion here, but in future it maybe better to re-contact the customer and ask for more info regarding the fault, before just sending out an email saying you are going to charge for the test and send the old one back. But then i guess you could just end up going around in circles with some customers who think thier item faulty when it's not.

I must say though that you have dealt with my issues very quickly, which i am very grateful for.

Anyway, thank you very much guys. I look forward to getting a new one and shopping with Scan again.



PS - Should i start another thread nagging you to chase up delivery dates from your suppliers every day? (only kidding).

[Funkstar]

Just for your information. There was a delivery into the UK last weekend and there is due to be another this weekend too. I believe this delivery is into the main distributer Progressive Computing. This was what i was told by Multitask Computing, another SB retailer.

[autopilot]

Ok, i left it a week before posting again

Can someone chase up the stock for me? I notice all the other main UK retailers who stock SB3's have had plenty of stock for a while now.

I am wondering if the best bet is to request a refund and buy it elsewhere? I would rather stick with Scan, but I need my music!

Thanks

[pands@scan]

I have been informed by my good squire davidM that your box was shipped last nite

cheers david!