New RB - Neck clicking/popping

[sweetReaper]

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).

[Lunamione7]

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.

[RedwoodsMama]

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! This is what she looked like;

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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.

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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.)

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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

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               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                                          

[sweetReaper]

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

[sweetReaper]

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.

[Lunamione7]

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.

[Crewella]

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.

[kat]

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

[sweetReaper]

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?

[InmemoryofRomeo]

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

[mh7ah]

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?

[Crewella]

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.

[sweetReaper]

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

[InmemoryofRomeo]

It is unfortunately the weekend there They will have it sorted by the end of September though I'm sure!

[sweetReaper]

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

[InmemoryofRomeo]

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.

[RedwoodsMama]

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, 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

[sweetReaper]

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 -.-

[kat]

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.

[Crewella]

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!   

[sweetReaper]

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

[sweetReaper]

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!

[kat]

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

[sweetReaper]

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

[Talon]

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