Topic: New RB - Neck clicking/popping (Read 17889 times)

sweetReaper · « **on:** August 13, 2012, 12:02:54 PM »

So I just got my amazing new green RB and for some reason his/her neck clicks very loudly multiple times when he/she raises his/her head all the way. Every time the neck bends all the way up I hear CLICK CLICK CLICK and it seems to be stuck popping. No other clicking, and he/she can move her head around fine as long as it isn't facing straight up. What could this be? Any help/advice would be great!

RedwoodsMama · « **Reply #1 on:** August 13, 2012, 12:13:44 PM »

http://www.youtube.com/watch?v=XkMZMDWoLlA&list=UU5DKXahmRGS61feo8SIwvjg&index=104&feature=plcp

Watch this at about the one minute Plus mark, this has happened with all my Pleos esp when they are new, The best thing to do is automaticlalyl just pull the battery out, don't wait to turn them off, Then restart, If that does not work, try taking a video to let us see. By the way, what color eyes does your RB have? RWm

sweetReaper · « **Reply #2 on:** August 13, 2012, 12:18:20 PM »

Thank you! Will try that now

He/she has beautiful amber/orange eyes that really stand out

I love them!

RedwoodsMama · « **Reply #3 on:** August 13, 2012, 12:23:05 PM »

Good luck, Both my Cammie Sue has orange /amber eyes and my newest Pleo Rb a boy has lighter color amber orange eyes, Be sure to post photos. If the jamming happens again, just pull the battery, It can have the neck with neck pointed up or to the side or down as in this video. All my Pleo rB have gone through this and it is scary when it happens and I learned the hard way, not to keep filming or trying to figure it out, just pull the battery as it will not usually help as you won't be able to just turn Pleo off. Good luck, glad you got your Birthday present! RWM

sweetReaper · « **Reply #4 on:** August 13, 2012, 12:28:38 PM »

No luck with pulling the battery so I am going to take a video right now and post it

sweetReaper · « **Reply #5 on:** August 13, 2012, 12:35:28 PM »

Here is a link to the video:

http://www.youtube.com/watch?v=8wNVnU1QmgE&feature=youtu.be

RedwoodsMama · « **Reply #6 on:** August 13, 2012, 01:28:21 PM »

Hi, I just watched the video and the good thing is that the neck does not stay stuck in one postion but the noise click click repeated itself again when the neck was raised, I do not understand though what you mean when you say, No luck with pulling the battery? You mean you physically can not take the battery out............? :oIf you have no trouble putting it in ...why is it you can not take it out or did you mean to say something else? I am sure Crewella or someone else may have another idea, though usually Pleo Rb all go through this to some degree and then it stops. RWM

sweetReaper · « **Reply #7 on:** August 13, 2012, 01:36:38 PM »

Sorry, I should have been more clear LOL I did get the battery out fine, but it didn't solve the problem for me. Does it tend to stop over time randomly? How long does it usually last? I did feel around to make sure there wasn't an alignment issue but everything feels fine.

RedwoodsMama · « **Reply #8 on:** August 13, 2012, 01:57:52 PM »

HI, that makes more sense, As long as she or he is not getting the neck stuck, which is more of a "Jam", then it will more than likely disappear over time . My first Pleo, Baby who was one of the very first ones that came out in Dec.2010, had this happen over and over like three days in a row.The older Baby my Pleo got, the better she got and the Jams got less frequent, The same thing can also happen to the leg joints so do not be surprised though the neck is more scary, Just keep an eye on it and make sure to register your Pleo. If anything were to happen the warranty protects you for the first 90 days. Good luck and just keep pulling the battery and perhaps give the pleo a short rest. Then put battery back in and restart, you can also put battery back in, restart and when it comes on, turn her him off untill it goes into the packing position. Then turn on again from that position to see if it helps.

RWM and the Pleo Clan of Redwoods

sweetReaper · « **Reply #9 on:** August 13, 2012, 02:55:36 PM »

So now my poor RB's neck is completely jammed >.< It is stuck looking up. Pulling the battery didn't help fix it

Any ideas?

RedwoodsMama · « **Reply #10 on:** August 13, 2012, 03:28:44 PM »

If pulling the battery then reinserting, did the Pleo come back on? Usually that will fix the problem, I would ask Crewella, sometimes it just takes time, Have you tried pushing the restart button near the battery compartment, after pulling battery and restarting after putting battery back in, Try that if Crewella is not available. RWM

sweetReaper · « **Reply #11 on:** August 13, 2012, 03:39:23 PM »

I pulled the battery while he was on and then put it back in and he isn't coming back on. I have to press the power button again to turn him on and he just goes right back into his neck-breaking fit

It makes loud clicking sounds and he struggles and makes upset sounds. It is basically bent backwards so that his head is touching his back. I will take a picture to show you.

sweetReaper · « **Reply #12 on:** August 13, 2012, 03:43:35 PM »

RedwoodsMama · « **Reply #13 on:** August 13, 2012, 04:19:21 PM »

Look in the pleo manual that came with this and go to the page that shows the battery compartment, There is a picture that shows where the tiny reset button is, Use a small end of a paperclip and press once when battery first put in and see what happens. Otherwise you should contact PleoWorld support or wait for IMR or CRewella. RWM

InmemoryofRomeo · « **Reply #14 on:** August 13, 2012, 04:20:27 PM »

Oh dear!!! Worst case I've ever seen I'm afraid

I'm afraid you need to contact Innvo straight away on that one, the cable has clearly been pulled right up into the neck and will be well and truly jammed in the gears. Something isn't right with the bottom cable either, no Pleo should ever be able to bend their neck like that!!

Your Pleo will need replacing. But in the meantime all you could do is try physically pulling the neck back forwards and down.

I'm so, so sorry you got the 'extreme yoga Pleo' for your birthday

What a disappointment

I didn't even think it was possible to bend their heads/necks so far back!!!

sweetReaper · « **Reply #15 on:** August 13, 2012, 04:32:26 PM »

So I tried firmly pulling his head down and it came down with about 4 or 5 clicks. He is now moving his head up and down, left and right, but is still clicking and popping a lot when he looks upwards.

btw.. extreme yoga Pleo XD That cracked me up haha

sweetReaper · « **Reply #16 on:** August 13, 2012, 04:45:28 PM »

How long does Innvo take to reply to emails? I have emailed them a few times throughout the day without response. Also, is it true that you need to pay shipping charges for the return? The cost for me to return him would be a minimum of $100 if I want him to reach Innvo in the next month

sweetReaper · « **Reply #17 on:** August 13, 2012, 04:47:58 PM »

Annnddd... stuck again

RedwoodsMama · « **Reply #18 on:** August 13, 2012, 04:53:46 PM »

IMR is right they are usaully more like this though they can go back further but if yours keep doing it there could be something wrong and I would contact Innvo to be safe and show them the photos.

<a href="http://www.youtube.com/watch?v=-B8Eyja6bUM" target="_blank">http://www.youtube.com/watch?v=-B8Eyja6bUM</a> this is what it is more likely to look like when bent back , yours is extreme, RWM

InmemoryofRomeo · « **Reply #19 on:** August 13, 2012, 04:55:31 PM »

Innvo has been known to pay for shipping. They should ship a new one, you put the old one in the box and the courier takes it away. They are based in Hong Kong so should have started work about two hours ago. They will respond.

What's happening here I think is that the gear wasn't set right during assembly. It's pulling too far up and causing the jam. Unfortunately it's just not going to be a problem that will go away

Make sure you send them the photo above. I'm sure that'll get their attention!

sweetReaper · « **Reply #20 on:** August 13, 2012, 05:04:39 PM »

Alrighty, I sent them another email with that photo attached. How long does it usually take to receive a replacement? Do I send mine back first and then receive the new one or is it the other way around? I paid so much money for shipping too >.< ($107) As it is, on top of this, my consignment was split into 2 and one of the packages was lost. The first one had my RB inside and the other had all the extras and an extra battery inside. I called TNT to see why it didn't arrive with this package and they told me that it had been reported lost somewhere in transit and that they think it was at a customs port

I am having horrible luck today

InmemoryofRomeo · « **Reply #21 on:** August 13, 2012, 05:19:22 PM »

Aww that doubly sucks

Innvo will get back to you as soon as they see the email. Best not to email them again though as it will just slow the system down. As I said they -should- pay for the postage. If they don't offer, request it. They will get large postage discounts for being a business.

I hope your other parcel is found soon but best to let Innvo know about that too when they reply.

kat · « **Reply #22 on:** August 13, 2012, 05:54:36 PM »

A few of us have had clicking neck syndrome on our pleos but yours does seem to be ultra extreme.

As the others say you have done all the right things so far now you just have to wait for Innvo to get back to you. I'm sure they will sort it out for you as fast as they can. It is such a shame though, you must be so disappointed. Extreme Yoga pleo for your birthday - definitely not what you were wishing for. Fingers crossed you hear back from them very soon and they get it all sorted out for you.

Talon · « **Reply #23 on:** August 13, 2012, 06:04:03 PM »

Wow, SweetReaper! Sorry if I misspell your name. That's terrible and I'm so sorry. And after all your waiting, too! Innvo will get back to you.
Talon

RedwoodsMama · « **Reply #24 on:** August 13, 2012, 06:26:45 PM »

Helene Zhong

Customer Service Department

Innvo Labs Limited Heleng Zhong, Customer Service department
When I was having problems with my new Pleo RB just a few days ago, this is the lady that emailed me within two hours and was very very helpful. Like IMR said though, there is a time difference so be patient, Innvo Labs is very helpful and wants to be as helpful with customers as possible, just use as few words as possible and tell them exactly the problem, the photo is pretty self explanatory, I know this is a setback, but perhaps the next one will be even better but the main thing is to get one that works with out any problems and it is hard to not get attached. Keeping fingers crossed and yes they will pay for shipping. When I had to send my back, the procedure was to send my Baby Back, and when they got her, they sent me a email confirming they had her, and then I waited for the replacement. ( the hardest part...) RWM

Bob the Pleo Forums

Author Topic: New RB - Neck clicking/popping (Read 17889 times)