Dead on Arrival

Answered

Follow

Sean McAdam

• November 27, 2018 04:00

Just got my doppel today & looks like it's dead... I've tried several different USB ports, reseated the device in the cradle & the device never responds, no vibration to say it's in pairing mode, etc.

 

Anyone else having a problem out of the box?

1

• Official comment

  

  Customer Support

  • November 27, 2018 13:44

  Hi Sean,
  
  Thank you for bringing this to our attention. I’m really sorry to hear that you are having problems with your doppel - especially after such a long wait.
  
  If the USB ports you have tried have been limited to a laptop or computer I would recommend connecting the USB charging cable to an adapter plug. Some computers (and we've mainly noticed this with Macs) limit the maximum power drawn from the USB port when prevents you from charging certain devices, including doppel. This is mostly happening when a laptop is not plugged into the mains (as the power saving mode blocks charging). It can also be related to the power saving settings of the computer. Any plug that you use to charge your phone will be suitable.
  
  If this is something you have already tried then it sounds like something could have gone wrong with the charger on its journey over to you. We tested each doppel at our warehouse before shipping but we have seen in rare situations the charging pins on the charging base can sink slightly - which means that the charging pins on the base and the charging pins on the doppel do not align as they should, meaning that your doppel just isn't charging.
  
  Let us know if you have any success using an adapter plug, but if not, we'll send you over a replacement charger straight away. In the unlikely event that this doesn't solve our problems then we will, of course, send you a complete replacement.  
  
  I have sent you an email outlining our replacement process.
  
  Apologies again for the inconvenience, I'm sure we'll have you back up and running very soon!

  Best Wishes,

  Hannah

  doppel Community Manager

  Comment actions Permalink
• 

  Mav48185

  • April 27, 2020 22:42

  Mines doing it too. Won’t do anything. Had it charging with apples little 5watt charger

  0

  Comment actions Permalink
• 

  Customer Support

  • April 28, 2020 13:09

  Thank you for reaching out to us. We're really sorry you've experienced this, this definitely isn't the experience we want you to have. We have sent you a direct message to arrange a replacement for you.

  Huge apologies for the inconvenience.

  Best Wishes,

  Hannah

  doppel Community Manager

  0

  Comment actions Permalink

Please sign in to leave a comment.