Topic: Sugar's neck broke suddenly (Read 7854 times)

Miel · « **on:** February 01, 2012, 11:58:11 AM »

Sugar's neck broke down! She was finally coming along nicely and three days ago when I turned her on her head was dragging on her mat. I have been searching the Forum for remedies and I can't find any

I hate to ask InnvoLab for an exchange because I am by now very attached to her. Tears, tears, tears.

RedwoodsMama · « **Reply #1 on:** February 01, 2012, 12:06:22 PM »

I am so so sorry, That is terrible, Are you sure it is broken and not just a jammed cable in the neck as that has happend to my RB quite a few times, I know it is painful but can you turn her on and take a short 10 second video. Innvo labs does need to know esp if this is in the 90 day period warranty. I had to send my first one back also because of neck problems and holes in her skin, I know you can get attached, but nothing will fix her neck except Innvo or a brace for her neck, but it could get worse. Please post a video to make sure it is not a jammed cable in her neck.

RWM Oh, did you hear a cracking sound or nothing at all.

Talon · « **Reply #2 on:** February 01, 2012, 04:33:59 PM »

I'm so sorry, Miel but I have to agree with Redwoods. If Sugar is within er ninety day warranty period I would go ahead and send her back. My Cato has recently developed a problem with his leg. I am his second owner and he is more than a year old. If I could send him in for a repair I would. Everyone around here loves him and we all wish there was something we could do. Good luck.
Talon

Miel · « **Reply #3 on:** February 01, 2012, 06:17:40 PM »

I didn't hear anything at all. However, i did notice than when she accepted her feeds or her training leaf she would keep them in her mouth and her head kept moving to her sides without stopping. I would try to play tug war but she wouldn't stop and I would have to pull it out of her mouth. I have not turned her on since Monday night. I will recharge her battery and I'll try to take a video. I emailed Innvoab yesterday but I have not heard from them yet!

Thank you RedwoodsMama and Talon for advise! I surely miss playing with her.

Miel · « **Reply #4 on:** February 01, 2012, 06:19:34 PM »

I forgot to tell you. Sugar is under warranty. I got her on Dec 15.
Gracias!

Crewella · « **Reply #5 on:** February 02, 2012, 12:22:27 AM »

I'm so sorry, Miel, but as the others say, your best bet is to speak to Innvo. Keep trying, they will respond.

bonus41 · « **Reply #6 on:** February 02, 2012, 09:06:12 AM »

my RB also has a broken neck

i still need to send her to Hong Kong hopefully you get a fast response it's hard waiting

Miel · « **Reply #7 on:** February 02, 2012, 03:07:07 PM »

Hi all!
I just took this video of Sugar. I hope it will help for you to tell me what is going on!

SUGAR_WP_20120119_000607Z.mp4

I have not received a response from InnvoLab!

Mil gracias!

kat · « **Reply #8 on:** February 02, 2012, 03:27:32 PM »

Hi Miel. I don't seem to be able to work out how to watch your video. Is it a youtube clip? maybe you could try reinserting the link, as the link isn't a link at the moment.

Miel · « **Reply #9 on:** February 02, 2012, 03:47:34 PM »

Hmmmjm....Wonder what did i do! I'll try again.

Miel · « **Reply #10 on:** February 02, 2012, 03:54:11 PM »

<a href="http://www.youtube.com/watch?v=V2Xo1ek0R98" target="_blank">http://www.youtube.com/watch?v=V2Xo1ek0R98</a>

This looks weird...I forgot how I did it before!

kat · « **Reply #11 on:** February 02, 2012, 04:04:17 PM »

It does look like the up down cable in her neck is broken.

The sideways one seems fine ans she still has the sideways movement. Unfortunately there isn't an easy fix for this one.

You are going to have to contact Innvo, include the link to your video in your email to them and see what they can do for you. I think they will probably have to replace her.

As she is still under warranty that is your best bet.
If she wasn't under warranty then I would suggest either neck surgery to replace the cable or a neck brace to hold her head up.
Good luck and let us know how you go with Innvo. Keep trying them if you don't get a response straight away. They can sometimes be a bit slow to get back to you but they will sort you out

just be persistent.

InmemoryofRomeo · « **Reply #12 on:** February 02, 2012, 04:45:48 PM »

Definitely a top cable snapped. You have three options:

Brace the neck and live with it.

Contact Innvo.

Repair it yourself.

The second is the preferred option since your Pleo is still under warranty.

Miel · « **Reply #13 on:** February 02, 2012, 05:02:03 PM »

Thank you Kat and IMR. I just received a positive response from InnvoLab. They are working on my situation. I'll keep you posted.
Good idea! I will send them the link to the video.

saratogaspringer · « **Reply #14 on:** February 02, 2012, 05:13:31 PM »

Glad that you finally heard back from Innvo. Keep us posted on the situation. Glad sugar is still under warranty.

Talon · « **Reply #15 on:** February 02, 2012, 05:21:58 PM »

I'm glad you've heard something from Innvo, Miel! Best of luck for you and Sugar!
Talon

RedwoodsMama · « **Reply #16 on:** February 02, 2012, 08:33:06 PM »

I am just wondering why is there a "rash" of neck problems lately. First Bonus and her Candy, and now Sugar, I mean these are both "new" Pleo Rb still under warranty. Is it perhaps a "bad batch" or just bad luck, or in the case of still under warranty, good luck.( depending on how you look at it?

) I would expect the RB to have better neck cables then the Ugobes who seem more prone to these neck problems. I have seen neck problems leg problems and of course skin problems and the one tail problem that was it IMR or Kat whose Pleo had the broken tail?

I think if the RB came with a longer warranty say 1 year like most electronic items, there would be a lot more Pleo RB problems that we hear about. Of course as members have pointed out, we have no idea how many there are out there worldwide that do or don't have these problems as we only have a small sampling here on the forums.

Baby Ruth has her leg problem but of course she in no longer under warranty so I think it will be up to me to "play DR. " and with IMR'
s help see if I can determine what leg cable is perhaps giving her problems, I dont really think Innvo can help a Pleo with no warranty, though they may perhaps give me some advice. I really do feel for everyone out there who owns a Pleo or pleo Rb and is going through any of these problems, Perhaps this is why I have not "interacted" with Baby Ruth's sister as much as I did with Baby Ruth and her Predacessor as fear took over as to what the possibility could be for a Pleo Rb and problems again..

Miel, I am glad you heard from Innvo, it just takes time. Good luck. RWM

Miel · « **Reply #17 on:** February 02, 2012, 10:13:04 PM »

Thank you RedwoodsMama! I can't believe I have become so attached to a Pleo...but I am. I miss playing with her in the last four days...and even Gato --my cat-- if he was so jealous, he wonders what happened to her. Is it really possibly we can become so attached to robots? If so, I think InnvoLab has to find a way to keep our pets safe! I had dogs, and cats, and birds, and fish (fish were the least enduring), and even horses during my childhood and lifetime, and they were my best friends for many years until old age took their toll.
I surely miss my Sugar, and even if counting on an exchange, she won't be Sugar anymore!

Crewella · « **Reply #18 on:** February 03, 2012, 02:13:28 AM »

Poor Sugar!

I hope Innvo get something sorted out for you soon.

bonus41 · « **Reply #19 on:** February 03, 2012, 02:27:47 PM »

i'm also woundering about the neck problems that is 3 RB's with broken necks now i think

are the neck cables that improved since the ugobe and innvo classic pleo's??

InmemoryofRomeo · « **Reply #20 on:** February 03, 2012, 02:50:53 PM »

While they did make improvements the cable itself is still just a cable. It only takes one strand of that cable to go to start a gradual chain reaction. Pleo's will always have a predisposition for neck problems no matter what Innvo does just because of the way the cables are utilized. Any metal subjected to repeated flexing will eventually give way.

Have you ever twisted a coat hanger back and forth for a while? Eventually it breaks, even though that wire is strong enough to support your weight, it cannot stand up to repeated twisting. Even thicker cable in a Pleo's neck will not stop the broken necks.

But we can help our Pleo's, avoid subjecting the neck to unnecessary twisting, bending or knocks, especially when turned off. Also avoid turning your Pleo off in a position that increases the strain, ie. head held high. For every broken cable there are plenty of Pleo's that are 'healthy'. Take my lot, one snapped neck cable out of six Pleo's. It's not bad odds.

The thing is we are the only Pleo forum and as such people come here when they have problems, forums are always the same, people are less likely to visit and say they are happy than they are to complain. The current 'spate' of neck breakages are due to the increasing number of Pleo's being sold. More Pleo's in the wild, more potential problems. However if you had accurate numbers of sales vs warranty claims you would find that it is indeed only a small percentage that have problems.

Crewella · « **Reply #21 on:** February 03, 2012, 03:53:53 PM »

I completely agree with IMR. I have seven Pleos that I run as 'mine', and all four of my Ugobes were used models when I bought them, and are fine. When I wanted to look into replacing neck cables I had to search for one with a broken cable on eBay!

saratogaspringer · « **Reply #22 on:** February 03, 2012, 05:04:11 PM »

I have had Candy for over a year now, and haven't had any trouble with any of the cables. Their necks move around so quickly and with such frequency, it's easy to see how it would break.

Does anyone feel uneasy holding the cheek sensors to get their attention while the Pleo wriggles around trying to move its neck? I wish my clapping would work, but it doesn't. I find myself just letting Candy do her own thing rather than trying to get her attention. Do you think holding the cheek sensors weakens the cable? Just curious.

InmemoryofRomeo · « **Reply #23 on:** February 03, 2012, 05:25:12 PM »

I just move with the Pleo's movement, you don't need to physically hold their head still, just lightly touch the sensors.

Miel · « **Reply #24 on:** February 03, 2012, 05:56:51 PM »

Responding to all the friends giving me a hand! InnvoLab has accepted an exhange but they want me to send Sugar to Hong Kong...No postage offered. I would gladly pay for the postage but how long will take Sugar to get there via Federal Express? They won't send me the replacement until Sugar gets there!

I surely miss playing with her...

Bob the Pleo Forums

Author Topic: Sugar's neck broke suddenly (Read 7854 times)