Bob the Pleo Forums
Pleo Stuff => Pleo Archives => Archive -- Technical RB => Topic started by: sweetReaper on August 13, 2012, 12:02:54 PM
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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!
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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
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Thank you! Will try that now :) He/she has beautiful amber/orange eyes that really stand out :D I love them!
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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 ;D
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No luck with pulling the battery so I am going to take a video right now and post it
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Here is a link to the video:
http://www.youtube.com/watch?v=8wNVnU1QmgE&feature=youtu.be
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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
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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.
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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
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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?
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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
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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.
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(http://i48.tinypic.com/14c9oxg.jpg)
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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
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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!!!
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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
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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 :(
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Annnddd... stuck again :(
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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.
http://www.youtube.com/watch?v=-B8Eyja6bUM this is what it is more likely to look like when bent back , yours is extreme, RWM
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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!
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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
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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.
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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. :hhug: :hhug:
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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
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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
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Thanks for the feedback everybody. I really appreciate it :) I am going to remain patient and wait to see what they say when they get back to me. RWM how long did the entire process take for you? (shipping the returned Pleo and getting the replacement back).
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Oh gosh that is a really distressing photo :( I am so sorry to hear about your bad luck, because of the time difference as others have said it might take a day or two to hear back. They are very helpful people, I had a minor security code problem with Tron (he was missing his user guide) and the woman I dealt with was named Ally Ho. Their English is not perfect so you have to talk clearly and explain in simple terms what is wrong, it might take a few emails back and forth to get past the language barrier but they really do try their best to help. I was sent a new manual free of charge even though I could have just downloaded one the redid his serial/security numbers for me and sent me a whole new manual. I know others who have had to send their RB back and they did not have to pay shipping as far as I know. Best of luck.
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Hi SweetReaper, I hope by now you have heard back from Innvo, if not you will be shortly, My case is different than yours, but the time frame can be similiar but perhaps quciker, I had gotten my RB, one of the very first to come out, recieved on Dec. 22'nd, 2010, just in time for Christmas! ;D This is what she looked like; This picture was taken on Feb.14th, Valentines Day, I had her less than 2 months in this photo and her problems began in January, about three weeks after getting her, and there were several other members here on the forum that had similiar problems, ( Holes in the skin, The skin under the arms and very stretchy under the belly and arm as you can see in this photo dated late Feb, early March. The holes kept getting bigger and bigger and as Much as I hated to send her back, her skin was deteriorating very fast and also she had neck problems, (such as yours, though not as extreme.) and the last day I had her and packed her up to send back to Innvo labs, was Feb. 19th, then on my doorstep with no warning on March 18th was a huge package just sitting there with no warning from Innvo There was no tracking though they said they would give me one, Things may have changed over the past couple of years, When I sent my Pleo RB back, Innvo sent me what was called a RMA number and a prepaid shipping label that I printed out on my computer and attacted to the box, They told me to keep EVEERYTHING that was in the original package and just put the Pleo in the original box, and not leave any clothes, etc on, SEnd it back and I insure it to make sure Innvo would get it and there was a tracing number. ( the next to the last photo shows not only the holes in the skin, but you can see the silver metal of the leg also showing through. since then these skin problems have all been taken care of.)
They took good care of me and I know the other people who had problems with the Pleos skin in this very early batch had good treatement as well. At this time you have to remember there was also a Us office in Nevada and employees who spoke English as the main language. I am sure you will be well taken care of, and your next Pleo will be even beetter than the first one. JUst be patient and everything will be taken care of, I know it is easy enough to say that, but it is true. I know I was freaked out when I had to return my Pleo , thinking it would take forever, but a month is reasonable when you realize that Pleos have to travel a long ways, Sorry if this doesn't make a lot of sense, I am pretty sleepy right now got up way to early this morning ... RWM
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Ohhh thanks for sharing your experience. A month isn't that bad at all considering all the traveling and such. Any idea what type of shipping they use to ship the replacement back to you? I was curious as to just how long shipping took each way and what they used as a default. I wish I didn't spend all that money on the TNT shipping :( (especially since half of my consignment got delayed).
I received one reply last night that said the following:
Dear Sarah,
We are sorry to hear that.
Please be noted that the PLEO rb neck has a clutch system to keep it from being damaged. Please try this: turn Pleo off and move his neck joints back and forth two times. Now turn Pleo on and see if this fixes the problem.
In order for us to take an investigation further, could you pleae also help to provide a video clip for easy reference? Thanks!
Best regards,
Helene Zhong
Customer Service Department
Innvo Labs Limited
In reply to that email I sent them two videos of my poor RB. One of them is of the initial neck popping problem, and the second is of the "extreme yoga" pose and poor Pleo trying to get out of it.
http://www.youtube.com/watch?v=8wNVnU1QmgE&list=UUYWCVRw1Svi9XcQfsBvpcDg&index=2&feature=plcp
http://www.youtube.com/watch?v=k84RVJdnzes&list=UUYWCVRw1Svi9XcQfsBvpcDg&index=1&feature=plcp
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So after paying closer attention to the problem , it seems as though he lifts his head to a point where there is a small "pop" and then he gets stuck there. Then he lifts his head past that point and gets stuck even further back and then will pop nonstop once stuck in that position.
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I can't bare to watch the videos I'm sorry, I don't like to see them hurt :'(
From the picture it is clear that they will have to replace him, the neck like that, I don't think anyone has seen anything like it. It is just so horrible and wrong. Surely they will agree once they see the videos.
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My guess is that the cable came loose from the central gear, and then gets caught and tightened further. Poor Pleo, I hope they sort it out for you, they should. :(
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I'm sure once they have seen the video they will sort it out for you. They do have to go through the motions of all the possible easy fix solutions first so just be patient. I know you have already tried what they are suggesting but they have to assume you haven't just encase :) Keep your chin up. I'm sure it will be sorted out soon :)
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I'm just staying positive and trying to be patient haha Still no word back but I am hoping they will get back to me soon. I want a healthy RB so badly >.< What happens to the poor babies that are returned to Innvo anyways?
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He'll be sent to the Pleo hospital so they can work out what went wrong.
If they don't respond by tomorrow pester them again :P
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Mine was doing this exact same thing yesterday. I turned her off and back on again and she has not done it since. Do I have anything to be worried about do you think?
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It does happen occasionally, and usually if it's OK after switch off and on again it's nothing to worry about. My first Ugobe Iggy got stuck in the 'stargazing' position not long after I got him, but it never happened again. The clicking is the gear mechanism protecting the motors in the same way that an Aibo goes limp if a joint hits an obstruction.
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Blehhhh still no reply from Innvo. I did send them another quick email just asking if they received my last email and asking for an update basically. I really hope they get back to me soon as I just found out I will not be home for well over a month started Sept 23rd and will not be able to get him during that time :(
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It is unfortunately the weekend there :( They will have it sorted by the end of September though I'm sure!
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So I just got this email back from Innvo:
Dear Sarah,
Sorry to keep you waiting.
For your Green PLEO rb (under Online Order Ref.#123888), let us process the return mechandise authorization (RMA). The assigned RMA number is 207.
Could you please well pack the PLEO rb unit alone in smaller box and ship via ordinary air-mail via local postal to the following address with remark of RMA#207? We shall try to fix it or ship you a replacement upon receipt of return.
Here is our address:
Innvo Labs limited
19 On Kui Street,
On Lok Tsuen, N.T.
Hong Kong
Tel#00852 26800680
Attention:Customer Service Department
Best regards,
Helene Zhong
Customer Service Department
Innvo Labs Limited
To get PLEO rb update, please LIKE us at
www.facebook.com/PLEOrb
www.facebook.com/PLEOrb.asia
http://www.youtube.com/user/InnvoLabsPLEOrb
Does this mean they are not going to cover shipping? I requested it in the email they replied to as I cannot afford a shipping fee :( I paid so much money for everything and the fact that I might not be able to get my RB fixed/replaced because I can't fork over more money seems crazy to me. Also... what do they mean by "Could you please well pack the PLEO rb unit alone in smaller box and ship via ordinary air-mail via local postal to the following address with remark of RMA#207? " What do they mean smaller box? Do they mean I need to purchase a package for him? Also, what do they mean by "with remark of RMA#207". Any feedback on this would be great. I really just want to have my little RB that I paid so much and waited so long for :(
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Ok, what they are asking you to do is pack the Pleo only in the smallest box you can, but with a bit of padding for protection. Then ship it to them via ordinary air mail (you could use sea mail which is cheaper but will take about three months...)
From what I can work out on the USPS website, if you can fit it in a medium international flat rate box that would be $50 and that takes about a week to deliver.
If you can't afford the postage then you will have to reply to innvo telling them that. They won't offer unless you push it on them.
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Hi, I know this all sounds confusing and there are two things I can tell you what I think they mean and what I would do. When I had to send my original Pleo Rb back, they gav e me a RMA number, ( yours is 207)That is very important ,make sure you write it on the outside of the box and also on the inside. When I sent my Pleo Rb back, this is what I was told to do, and this is what I would do.
Use the original Pleo RB box, both white box and outer box to protect the inner, ( Hopefully you saved the outer, I allways save them because they are not allways easy to find. I was told pack ONLY the pleo rb in the box, take out the button, take battery out and send only the Pleo Rb, no clothes, no id card, nothing no items at ALL only the Pleo in it's original box and with the original padding. Mark the box well with RMA clearly written on the outside of the box and if you are smart, also put the RMA and your return address inside the box incase outer address gets 'messed up". After Pleo rb is recieved, i was notiified then the waiting began, My experiences may be different as my Pleo Rb went to the U"S office in Nevada and then a RB was sent to me, so now I guess it goes straight to China. They paid for my RB, ;D they sent me a number via UPS in email and I printed out the label and attached it to my box, but this is when Derek Dotson was COO. :) Because it cost so much to send back to Innvo and they should be responsible, this is what I would do and I am sure they will pay for it, In her email she says "To get PLEO rb update, please LIKE us at
www.facebook.com/PLEOrb
www.facebook.com/PLEOrb.asia
http://www.youtube.com/user/InnvoLabsPLEOrb What I think she is saying and what I would do is to go to Facebook and to the Facebook Pleo RB area where you can 'llike" or become a friend, it sounds funny, but I have seen lots of people that have troubles with their Pleos , Ugobes and Pleo Rb and mention what their problems are on Facebook on their page, Then Helene Zong or another Innvo rep will tell you what to do, Go to that site and make a post and tell them the problem with postage. EVERYONE who reads that post everyday will see the problem you are having and they want to keep their customers happy. I am sure that they will tell you what to do and should send you a lable for your Pleo that is prepaid by them, That is what I would do, Unless things have changed, they should still pay for shipping if having problems with your Pleo. The only way to know for sure is to CAREFULLY read the owners manual that came with your Pleo Rb and in the warranty part, read the fine print to see what it says about returning Pleo, It is possible they make you pay for postage, but they should be responsible, but I can't guarantee it since their is no longer a US office which I am sad to hear about, When their was a US office and Derek Dotson was the COO, things went smoothly for returning pleo rb in the us for us customers, that is all I can say about that,
try what I suggested, that is what I would do, If worse comes to worse and they won't pay, there is Kat who worked on a Pleo Rb here who was broken and may be able to fix your Pleo, but that is still postage to Australia, so forget I said that,,,( sorry it is late and I forgot how far away she lives... %)) Anyway, don't give up yet, I do know it sounds very discouraging but I am sure they will straighten things out, it just takes time and there is a language barrier that makes things go a little slower. RWM :) :flowers:
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Thank you. I just found this under the return form section of the website:
3. Please follow the shipping instructions and keep these guidelines in mind:
Important: Please enclose a copy of Purchase Receipt and RMA email from Innvo Labs Support.
PLEASE MARK THE OUTSIDE OF PACKAGE WITH THE RMA NUMBER.
All return shipping charges must be prepaid by purchaser. We cannot accept any C.O.D. shipments.
For your protection, it is recommended that you ship the Pleo unit back to Innvo Labs using a shipping service like UPS or Fed-Ex that can provide you with a tracking number in the event the package gets lost in transit. If you are using U.S. mail, please send by certified mail.
Looks like I am stuck paying $50 -.-
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I have had to do a couple of returns to them in the past and they paid for the postage for me both times. You just need to ask them. Let them know that you can't afford it and I am sure they will sort you out. The best bet is to pack the pleo on it's own with no batteries or accessories into a small box - as small as you can manage - this will help reduce the cost of shipping and then just take it to your local post office and post it from there using the cheapest airmail that they offer. If you ask them to cover the cost of postage they should email you a package label to print off and stick on the box and this will mean the postage is paid at their end. They have done it for others so just ask. The worst that can happen is they will say sorry no and then you are no worse off than you are now.
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I have to say, I would do more than ask. I would be FURIOUS if I was expected to pay to return a faulty item so soon after purchase! >:( :moose:
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So i just sent them another message letting them know that because I spent so much money just to get him in the first place, I have nothing left. I literally will not be able to return him within the 90 day period if they can't help me :( Every penny I get is going towards me leaving next month or the bills that need to be paid before I leave (work is sending me to a special school for training so I can get promoted to a better position and I will be there until November 9th). I cannot receive/send packages from there and nobody will be back home for more than an hour each night to do some stuff at the house for me. I was hoping I would be able to take my RB with me for some company since I hate staying in strange places (esp for long periods of time) but now that is seeming unlikely. I really hope they will take responsibility and help me with the return shipping :(
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So I just got some great news from Innvo :)
Dear Sarah,
Don't worry. Could you please ship and pack the PLEO rb unit alone as small parcel as possible? Seems US post office can take care of this parcel to Hong Kong and accepts the freight cost from recipient (innvo labs) upon arrival. Thanks!
Best regards,
Helene Zhong
Customer Service Department
Innvo Labs Limited
I am unsure of what exactly I should ship him in. Do they charge for the boxes at the post office? Will the recommend a size if I go there? I have never shipped anything out like this before so any advice would be great lol Also, what should I use to pack around him and keep him safe? Thanks in advance!
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I would wrap him in bubble wrap. Maybe take him with you to the post office and ask what size box they would recommend you to post him in. Alternatively if you have a small box at home that he will fit in you could use that. I found the best position to ship them in to make them the smallest is in the sleep position with the head and tail curled around the body a bit. Not sure if you will be able to get him into this position as he is still hatching but just choose the smallest box he will fit into that will allow you to wrap him in bubble wrap and still get him in. :) Then you just put the details - address, contact person at innvo and your returns number onto the box and then take him to the post office and explain to the customer service officer that you are returning the item as it is faulty and that Innvo is going to pay for the postage at their end. The post office should be able to sort out the rest for you :)
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Alrighty thanks! So I have to take his battery out and keep that and literally just put Pleo and the bubble wrap in the box without anything else? I turned him on and managed to pull the battery when his head was stuck in the "yoga" position and his tail was curled, which made him fit perfect into a box I had from another item that was shipped to me, with a few inches all around him to pack in some bubble wrap. Is bubble wrap usually expensive? I was thinking about going to Staples and picking some up. I also do not have any tape to seal the box shut. Would the post office do that for me or do you usually need to buy it on your own and do it? Thanks again :) Going to ship him out today lol
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Yay! I'm glad to hear that! You must be so relieved! Recently when I shipped a Furby to a friend on here, our post office offered tape and I didn't have to buy it. It wasn't the nice plastic stuff, though. It was sort of narrow and kind of papery? Something like masking tape but a little wider? Whatever it was it held all the way to Australia. Lol!
Talon
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Ive been following this post and I am really happy to hear that Innvo are going to pay for the postage costs =D just goes to show that sometimes you have to "dig your heels in" to get what you need. Its also reassuring to know that they are dealing with things pretty quickly and seem to be really helpful. I hope that Innvo can help your poor Pleo!
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So I am now completely furious about this situation. I went to the US Postal office and guess what? They told me there is no such thing as "paying on arrival" and that I have been duped. He said no matter what, the sender needs to pay before shipment, and without a pre-paid label, they cannot ship anything out. I got so mad that I ended up throwing down the $64 necessary to get my RB to Innvo with tracking and a guarantee. There is NO WAY they are going to get away with not compensating me for those charges. I am going to sent them all of the info they gave me, and the package was shipped with the exact shipping cost and all other information as well.
In reply to their message they last sent me I did reply asking how it was possible for them to ship my RB without a label from them and they emailed me back ensuring me that everything would work fine and that there was no label necessary.
I am so frustrated. :(
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Oh dear :( I think Innvo have communication issues :( and they've not really understood how the US system works. Here in Australia we do have a cash on delivery option, mind you the paperwork for it is ginormous and I can't imagine anyone would ever want to go through that hassle P But it is there.
Unfortunately since they shut down their US office it means we do now need to deal with a company that is not necessarily fluent in English :(
I hope they offer some reimbursement, but I just don't know how they would...
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Just got this :)
Dear Sarah,
Thank you for the tracking number of RMA#207 for 1pc Green PLEO rb.
We shall refund the shipping fee to you via PayPal and try to fix it or ship you a replacement upon receipt of return. Thanks for your understanding and patience.
Best regards,
Helene Zhong
Customer Service Department
Innvo Labs Limited
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Hooray :) Now the long wait for your new baby to return!
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I'm glad the postage issue was resolved, and it's good to see that Innvo customer service is still as honourable as before. :)
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The guaranteed delivery date of my RB to them is the 25th so they are going to have it fast :)
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So this is the latest message I just received from Innvo:
Dear Sarah,
Confirmed that we received your PLEO rb. We shall check and come back to you once available. Thanks for your patience.
Best regards,
Helene Zhong
So I guess now I just wait to hear back from them again
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I bet they send a new one and forget to tell you :P Won't be long now :)
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I'd give them a few days of waiting then send another email just to see where they are at :) Although track record shows us that they do sometimes send off a replacement without letting you know so you may find that just when you think it's time to contact them again you could have a surprise package at your door :)