Looks like I'm supposed to be complaining here instead of in the thread where someone actually got a response from Ultrasabers.
My Dominicide died around 4/3, while I was updating fonts on the diamond board. I've received 2 responses from them so far, asking me to try certain things. I've emailed them back that those two things haven't resuscitated ... maybe it's my tone? I try not to bombard them with emails... (the ones with back-to-back emails, I tried to add CC to the email)
Here's my Emails of Desperation +5 so far:
[My Email Address]
11:44 AM (2 hours ago)
to Marlena, Ultra, Ana
Hi,
Still waiting for information on how to get my Dominicide serviced... do I need an RMA number, or will you provide a shipping label?
Thanks in advance,
[My First Name]
On Fri, May 1, 2020 at 2:09 PM [My Email Address] wrote:
Not sure if my emails the past few weeks have been making it to Texas... hopefully someone can let me know what I should do about my Dominicide... it's been a month
Thanks in advance
On Thu, Apr 30, 2020 at 11:30 AM [My Email Address] wrote:
hi Marlena
Hoping to get at least a direction on what to do before the end of the month...
thanks in advance,
[My First Name]
On Fri, Apr 24, 2020 at 1:27 PM [My Email Address] wrote:
Hi Marlena,
It's been almost 3 weeks since my Dominicide went out of commission... can you let me know what I should do to get it back? Do I need to send it back to US for servicing? If so, is there an RMA or shipping label or something along those lines?
Thanks in advance, but I've had both the Dom and the Dark Apprentice off line during this time.
[My First Name]
On Fri, Apr 17, 2020 at 8:35 AM [My Email Address] wrote:
Hi Marlena,
Hope things are well with everyone in Texas. I've tried all the different attempts to connect and revive the Dominicide, to no avail. Please let me know what I should do next to get the Dominicide back to working order.
Thanks in advance,
[My First Name]
On Mon, Apr 13, 2020 at 12:05 AM [My Email Address] wrote:
Hi Marlena,
No, it won't connect to the launcher. what should I do?
Thanks in advance,
[My First Name]
On Sun, Apr 12, 2020 at 12:39 PM Marlena - Ultrasabers Customer Service <
[email protected]> wrote:
Hello [My First Name],
I apologize for the delay. I was checking with technical and they provided me no additional assistance regarding this matter. Does your other saber connect to the launcher?
-Marlena
Ultrasabers Customer Service Rep
www.ultrasabers.com From: [My Email Address]
Sent: Thursday, April 09, 2020 10:13 AM
To: Marlena - Ultrasabers Customer Service <
[email protected]>
Subject: Re: [TROUBLESHOOTING] [My Order Number] on January 27, 2020 @ 11:38 pm
Hi Marlena,
Hope things are well with everyone at UltraSabers. Just making sure you got this email from Saturday... I wasn't able to get the Dominicide to show up on the PC.
Thanks in advance,
[My First Name]
On Sat, Apr 4, 2020 at 9:16 AM [My Email Address] wrote:
Hi Marlena,
Thanks for getting back to me.
I've charged the batteries to full (showing 4.0V each) on my separate charger. Put the batteries back in. Connected the recharge port. Launched UltraSabersLauncher, connected the usb cable to the Dominicide, then connected the usb cable to the computer. Cable in at 8:24am. (Computer didn't make the customary 'ding' of a USB device being connected though, it usually does that when the saber's on) It's 8:32am now, going to the diamond controller tab, the 'Run Diagnose" have stayed greyed out.
Closing everything and trying again at 8:35am, using a different USB port. 8:41am, same result, "Run Diagnose" has stayed greyed out.
Double checked USB port and cable with my Kindle, which shows up.
Tried one last time at 8:49am, this time with USB cable connected to the computer first, then the Dominicide (the way I had it with the kindle)
will give it 10 minutes ok, still nothing.
Thanks in advance, hope everyone's staying safe in Texas... it's getting stircrazy here in CA.
[My First Name]
On Fri, Apr 3, 2020 at 2:19 PM Marlena - Ultrasabers Customer Service <
[email protected]> wrote:
Hello [My First Name],
I’m sorry to hear that this has happened to your saber. Even if the saber does not turn on, with fully charged batteries you should be able to get connected to the Diamond Controller. It may take a bit of time for the computer to read the board or it may seem like it is not connected.
Once you are able to get it connect you can run the Diagnostics and then restore factory settings and you should be good to go. If this does not work please let me know so we can get it in for inspection and repair. I apologize for any inconvenience this may have caused.
Thanks for choosing Ultrasabers. Feel free to email us here with any other questions or concerns.
-Marlena
Ultrasabers Customer Service Rep
www.ultrasabers.com From: [My Email Address]
Sent: Thursday, April 02, 2020 3:45 PM
To: Information <
[email protected]>; Erin - Ultrasabers Customer Service <
[email protected]>; Marlena - Ultrasabers Customer Service <
[email protected]>
Subject: HELP, please. Diamond board stopped responding, saber does not turn on.
Please Help,
I apologize in advance for sending to all 3 known contacts.
I had my Ultrasaber Dominicide with Diamond board connected to my PC and uploading a new font, when it failed to turn back on. Being off now, I am unable to reconnect it back to the computer to run diagnostics, as the Launcher no longer detects it.
It was plugged in via the Recharge Port.
I took the batteries out and tested them on my external charger, one battery was at 50%, 3.0V and the other was around 90%, 3.7V
After the batteries charged back to 4.2V each (8 minutes for one, 25 minutes for the other), I tried again. No joy.
I swapped batteries with the working Dark Apprentice that also had a Diamond board with recharge port (I turned on the DA to check) and even with the battery swap, the Dominicide is not coming back on.
The original Dominicide batteries are now in the DA and the DA still works without problems.
Is there some way of factory resetting/rebooting the Diamond board to start over?
We’re under self-quarantine here in California (I was going to spend the time creating new soundfonts), so it’s not easy for me to get to the post office.
(In the meantime, I’ll stay out of the Dark Apprentice and not make any changes to that board)
Thanks in advance,
[My First Name]