My doppel is not working

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Aleka Siouli

• January 24, 2019 20:13

 

Last week I got the doppler .I followed all instructions and it worked as expected.The next day I got a notification for application upgrade.I tried to download but it froze in the middle of the downloading process.Since then it stopped working.More specificly,when I attempt to charge it it does not vibrate,it does not pair to my phone and it does not respond to any other application or any command.

What do you suggest I should do?

Should I ship it back in exchange for a brand new one?

Thank you in advance for your earlier attention to this pressing matter.

Looking forward to your feedback as soon as practical.

Best regards

Alexandra Siouli

 

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• Official comment

  

  Customer Support

  • January 26, 2019 16:00

  Hi Aleka,

  I am so very sorry that your doppel has have experienced this issue. We have had a handful of customers experience the same thing, but the good news is, so far these have all been resolved. However, if we can't fix your doppel remotely then we'll absolutely end you a replacement, no trouble at all.
  

  From what you've described, it sounds like a failed firmware update - and as such doppel became stuck in a loop meaning it became completely unresponsive.

  I have linked an article outlining how to get your doppel back up and running, I'd also be very happy to schedule a call and we can go through these steps together, whichever you feel most comfortable with. 

  All of the steps are outlined in the article below, as soon as that has updated your doppel will function normally again.

  How to update your firmware 

  I have sent you an email so that you can easily reach me, just in case you'd like to opt for the call option

  Please let me know you get on. Huge apologies for the inconvenience. We will get your doppel up and running very soon!

   

  - Best Wishes

  Hannah

  doppel Community Manager

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  Michelle McIntyre

  • January 25, 2019 18:01

  I have all of these issues and more. Once I downloaded the new version of the app, the Doppel became unresponsive. Basically the app and the hardware have so many bugs, I find the Doppel to be unusable. 

   

   

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  Customer Support

  • January 26, 2019 16:06

  Hi Michelle,

  I am really sorry that you have also experienced these issues. I'd be very happy to send you a replacement and offer some assistance to help with setting your new doppel up.

  I can assure you that once the firmware has updated successfully you'll find it very easy to use your doppel and enjoy the experience. 

  We are always on hand for any support you need. I have also sent you an email with more detailed assistance to help you with any issues you've experienced and set up a replacement if you'd prefer.

  - Best Wishes

  Hannah

  doppel Community Manager

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