Opened 9 years ago

Closed 9 years ago

#21 closed defect (wontfix)

RMA procedure

Reported by: beau.yancy Owned by:
Priority: critical Milestone:
Component: Android Version: 1.2.2
Keywords: Broken, doesn't work, defective, fail Cc:



I am requesting a refund and return of the product as it simply does not work as many others have experienced. Please advise as to how you wish to proceed in this RMA.


Change History (6)

comment:1 Changed 9 years ago by ak

Hello Beau,
Thank you for contacting us, and I am very sorry to hear that you are having trouble with your Orbit.

As a small company launching a product through Kickstarter, we have found that there are handful of customers who have had a true manufacturers defect or who simply didn't enjoy the experience. If this is the case we are more than happy to either replace the unit with one that we extensively test first, or provide a full refund per your request.

However, with the vast majority of our customers who experience difficultly operating the Orbit, a quick email or simple customer support phone call solves the issue. As I am sure you can appreciate the development tracker is where people discuss the problems they have with the product, and some have been resolved, while others we have found to be true defects.

The Orbit is designed to be continuously improved through our Software Updates. Our development team has been working around the clock on an update for iOS and a third update for Android. Many of the problems that we haven't been able to solve through troubleshooting will be addressable through these updates.

It would help immensely to know more about what issues you are personally experiencing so that we can see if there is anything we can do to address your concern.

If you would not mind answering the following questions, I can work with our developers to see if there is a solution.

  1. What mobile device are you using? (make and model, and sw version if you know it)
  1. Are you able to "pair" the headset with the mobile device?
  1. Are you able to achieve a 100% full green "signal" bar when connecting through the Puzzlebox Orbit App?
  1. Have you charged the Orbit and the IR Transmitter?
  1. Is the volume on your device at 100% maximum after you insert the IR Transmitter?
  1. Does the IR transmitter turn on a blue light when either the Red "Attention" Bar or Blue "Meditation" Bar cross the threshold (the small grey box) and a yellow bar appear for "Signal"?
  1. Does the Orbit have a flashing blue light when you turn it on (which should be right before you are ready to fly it)?

Thank you so much for your help in answering these questions, so that we can help you enjoy your mind controlled helicopter. On the other hand, if you simply do not like the product, and would like a refund, please let me know, we will be happy to accommodate you. These are our standard troubleshooting questions questions and they are not to make your life more difficult. Addressing your concern and ensuring you have a satisfactory resolution is our top priority.

You may email me at support (at) to initiate the RMA process or if you require any additional assistance.

Warmest regards,
Avary Kent
The team at Puzzlebox

comment:2 Changed 9 years ago by sc

  • Summary changed from Refund as, like many others have experienced, the product does not work to RMA procedure

comment:3 follow-up: Changed 9 years ago by sc

Dear Beau-

We would like to follow up on your request.

Can we help you address any problems you might be having, or would you prefer to return the unit and have us issue a refund?


Steve Castellotti

comment:4 in reply to: ↑ 3 Changed 9 years ago by sc

Another attempt was made to contact customer one month ago:

From: Avary Kent <ak@…>
Date: Thu, 3 Oct 2013 13:58:44 -0700

Hello Beau,
I hope you are doing well.

We just wanted to check in regarding the RMA form that Steve sent you a
couple of weeks ago.

If you could please fill out the attached RMA form, then we can proceed
with issuing you a refund.

Please let me know if you have any questions about our Warranty and Return
Policy, or if there is any additional assistance I can provide.

Warmest regards,
Avary Kent
The team at Puzzlebox

comment:5 Changed 9 years ago by sc

Customer was contacted again today.

Ticket to be closed in one week if no response is received.

comment:6 Changed 9 years ago by sc

  • Resolution set to wontfix
  • Status changed from new to closed

Unable to reach customer.

Closing ticket.

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