Addressing issues: Brackets and Battery Cables
We’re well into shipping at this point and feeling pretty good about the progress we’re making. Many of you have received your pixelstick and are sharing your images on Facebook, Flickr, Twitter, Instagram, and probably a bunch of other places we don’t even know about yet. We’ll share some of our favorite user images in our next update.
We’ve had a couple issues crop up with a few of the pixelsticks out in the wild that we’d like to address below:
1. Defective battery cables
We’ve had a handful of people with defective battery cables, which could cause an issue with battery packs heating up to the point of melting at the contacts. This is a serious and potentially dangerous issue that we are not taking lightly. It stems from inconsistent workmanship and bad QC by one of our cable vendors, but ultimately it's our responsibility to fix this, and we'd like to do so immediately. Luckily, they only supplied a portion of the required cables for the total order, so we have replacement cables from a higher quality vendor on hand already. All shipments going forward will have this new cable which we are confident will not have any issues. Backers who have already had their pixelstick ship will receive a follow-up shipment with a replacement cable inside.
We recommend waiting for this cable to continue using your pixelstick. If you choose to use it in the meantime, keep a close eye: If your pixelstick doesn’t turn on when the batteries are connected, turn it off and remove the cable and batteries.
If anyone has experienced anything like this, please email firstname.lastname@example.org to let us know. It’s our priority to remove these potentially bad cables from circulation as quickly as possible.
2. Loose or disconnected handle brackets.
We’ve had a few of people contact us, letting us know that their handle bracket is spinning or in some cases coming apart. We’ve looked into the issue and it seems that on a few pieces an insufficient amount of epoxy was applied to the stud the handle tube mounts to. Generally this type of two-part epoxy, when applied correctly, becomes virtually unbreakable. But if the epoxy was applied incorrectly or not enough was used, it presents the possibility that the bond would break and the handle would start to spin.
If this has happened to you, please do contact us immediately at email@example.com. We’ll send you a properly epoxied replacement bracket. In the meantime, you can get similar epoxy from Home Depot or Amazon if you’d prefer to fix it yourself or simply want to keep using your pixelstick until your replacement arrives.
The epoxy linked has a syringe head, which makes the process much easier, as many other similar 2-part epoxies would require mixing manually. See the pictures below for the fix:
1. Remove spinning/loose tube from stud
2. Note where epoxy was applied previously
3. Apply epoxy inside tube
4. Make sure the bead of epoxy covers the whole circumference of the tube
5. Push tube epoxy-first back on to stud and let it sit vertically overnight to cure completely
Again, this is only if you don’t want to stop using your pixelstick while you wait for a replacement - we don’t want anyone to have to fix their pixelstick themselves, so please contact us to receive a replacement bracket.
No production is without its hiccups and defective pieces, but that doesn’t make it any less troubling for us or for you, especially if you have encountered either of these problems directly. We are committed to correcting them and will address all issues as efficiently as possible.
We've been extremely impressed with some of the images we've seen coming through on social media and are looking forward to sharing them with you, but we don't want to dilute the information above, so look for an update with some highlights next week.
Thank you for your continued support,
Duncan & Steve