Reed KumoSensor's keeps going out of range still

[claireb...@gmail.com]

Support can I please have my support ticket #3759 looked at, I have not been able to get a reply.

I have a KumoSensor that keeps going out of range. I sent it back for a firmware update and received it back a couple of weeks ago. Within a day it went back out of range and stayed that way. The strange thing is, is another KumoSensor that I have not had a problem with went out of range at the same time and took a couple of days to come back. When I moved the out of range sensor it flashed red, but still showed to be out of range. I am wondering if these two sensors are faulty or if this is a software issue and the hardware is fine.

[claireb...@gmail.com]

Can I please have tag support help, I've had this problem for a long time now and the KumoSensor is still going out of range.

[Zhiheng Cao]

This is most likely hardware issue now. Let me know your order number we will send you a new Reed sensor tomorrow. 

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[claireb...@gmail.com]

Thank you, have sent a PM

On Friday, 27 May 2016 07:41:57 UTC+10, mytaglist.com support wrote:

This is most likely hardware issue now. Let me know your order number we will send you a new Reed sensor tomorrow. 

On Thu, May 26, 2016 at 2:39 PM, <claireb...@gmail.com> wrote:

Can I please have tag support help, I've had this problem for a long time now and the KumoSensor is still going out of range.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

Support can I please have my support ticket #3759 looked at, I have not been able to get a reply.

I have a KumoSensor that keeps going out of range. I sent it back for a firmware update and received it back a couple of weeks ago. Within a day it went back out of range and stayed that way. The strange thing is, is another KumoSensor that I have not had a problem with went out of range at the same time and took a couple of days to come back. When I moved the out of range sensor it flashed red, but still showed to be out of range. I am wondering if these two sensors are faulty or if this is a software issue and the hardware is fine.

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[claireb...@gmail.com]

Thank you  have received the replacement KumoSensor. I have received the one KumoSensor, however the two I have are both faulty. If you have a look at my account you will see that the other KumoSensor will no longer connect. They both had the same problem, just one started to fault at a later time from the other one. Can I please have another KumoSensor sent support to replace the other faulty unit I have.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[claireb...@gmail.com]

Hello tag support, just following up again on the other KumoSensor I have that has been faulty for some time now. The replacement that you sent to me is staying connected thank you, however I still have one more faulty unit. Can you please let me know about sending a replacement for the faulty unit.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[Zhiheng Cao]

If it is still covered by warranty (1 year from order shipment) then send it back for replacement write the original order number on package. 

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[claireb...@gmail.com]

It's now past the 12 months, however this is a issue that has come up for some time now and it can take months to get a reply from you and no reply at all from the support portal. Before the last replacement unit was sent I tried to get in contact with no reply as to be expected. Can we add more time onto it for the very long communication delays? I have spend quite a bit of money now sending back faulty units. 100% of the KumoSensors have now failed, 4 faulty pro tags and 1 faulty normal tag. I have spend about $60 sending back units to you. Can I please have a replacement send for the faulty KumoSensor without having to spend more money on postage for another faulty unit?

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[claireb...@gmail.com]

Can you please reply Tag Support about this other faulty unit I have?

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[claireb...@gmail.com]

Still looking for a reply?

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[mytaglist.com support]

Sounds like all of your tag is going out of range and the problem is not limited to one Reed sensor. So it is either your tag manager is faulty, or there is some radio interference in your location. Do you have at least one tag that is working well to rule out this possibility?

[claireb...@gmail.com]

The other 14 units are working without fault at the moment. The KumoSensor that I was referring too I can no longer connect. The red led light will blink, but it is still not picked up. It has been out of range for 26 days now. Tried another battery but no luck. This unit kept going in and out of range before no longer connecting. As the red light still blinks it seems to be alive, but not picked up by the tag manager. This is the same with how the last unit failed that has been replaced. That replacement unit is working without fault. The last unit replaced I sent back to you where a firmware upgrade was said to be done and then it was sent back to me. That didn't resolve that unit and you sent the replacement that was appreciated and the replacement is working well. As the rest of the system is working well it would seem that the KumoSensor looks to have the same or simular fault to the last one. Even with my trying to connect it and having it moving around in the last short while the last connection was 26 days ago and it was in and out of range a bit before that time.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[Zhiheng Cao]

Then, the reed sensor you have needs to be replaced. Are you in Canada? We cannot generate international return labels but you can mail back the reed sensor in an envelope as regular mail. We don't need the magnet or battery or the plastic case.

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[claireb...@gmail.com]

No, in Australia, that's is why I was wondering if I need to send this one off, as I have already spent quite a bit of money sending units back over the last 12 months, it adds up. My order number was 6678, it was purchased just over 12 months ago now.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[claireb...@gmail.com]

Hello, Just following up on my last reply please.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[Zhiheng Cao]

One last thing to check: After you take out the battery, please look at the battery negative terminal contact (silver colored circle on the circuit board). Do you see a yellow tint or some kind of film on it? If you see then it is baked on flux residue from the PCB assembly process. Use a sand paper to scrape some off, or if you have a soldering iron, you can try to put a fresh piece of solder bump on it. Let me know if this is the case. Only for USA address we can generate return shipping label, for outside USA, please mail to 

Cao Gadgets LLC

Attn: Ticket [ticket number]

50 Tesla

Irvine, CA 92618

USA

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[claireb...@gmail.com]

Have had a look and it looks to be fine, seems to be cleaner than the last new one I got. I put in and removed the battery a number of times, but no luck, seems to be completely dead. Will send it in the post tomorrow.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[claireb...@gmail.com]

The two replacement units are still not working. Have been out of range for 53 days, can't get them to connect at all. Any other ideas?

[claireb...@gmail.com]

Tag support, the replacement units have been out of range for the past 63 days, they simply will not connect to my system. They did at first, but then went out of range within a coupe of days and no longer can be connected.

On Tuesday, 24 May 2016 22:02:20 UTC+10, claireb...@gmail.com wrote:

[Zhiheng Cao]

Hi Britton, what is your account login email so I can log in to your account to take a look? And what is the order number for these reed sensors? Is there a tag/sensor on your tag manager that is working reliably (to rule out possibility tag manager is defective)?

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[Willems Davy]

Hey i have a pir sensor that is acting up the last few weeks, it kept working for a time then went out of range untile i removed the battery and reinsterted this only worked for a couple of days. But i noticed that if i put the battery halfway in the pir sensor it comes back alive and stays alive, only problem is i can't close the plastic casing so i left out the top part will the bottom part is attached to my wall and the battery half inserted this seems to work great for me on my pir sensor perhaps you can try it out as well for your sensor ?

Op dinsdag 24 mei 2016 14:02:20 UTC+2 schreef claireb...@gmail.com: