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Scale Died Completely

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    matthew.francis

    I have had exactly the same issue. Have been in touch with the company and spent over an hour on the phone to a support agent yesterday. My case has now been ‘escalated to a specialist’ who is apparently going to contact me within 24 hours to resolve the issue. This should happen by 5pm today in that case. I will let you know how it goes, but basically I have had exactly the same problem you experienced.

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    slavensky

    Same. Non-responsive weight. Who do I contact?

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    liz.emmons

    Same here - I received mine for Christmas. I just sent a note to customer service, but based on comments on Amazon and other sites, this seems to be a common issue. Apparently the solution others received was an offer for 25% off a new scale - so helpful!

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    roussosm

    Matthew Francis, did the specialist ever get in touch with you? How was the issue resolved?

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    liz.emmons

    Not yet, but I will share when they do!

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    roussosm

    Thanks Liz, I was addressing Matthew Francis however as he was told a specialist would contact him to resolve the issue 15 days ago. 

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    matthew.francis

    I ended up resolving the issue myself by turning off the scales and resetting them. On the 4th attempt of doing this the scales eventually reset and I then set up my profile all over again. A support representative did email me but this was after I resolved the problem myself. I would not say the experience was a good one but I suppose I have to say the issue was sorted out, by myself.

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    reneechristine111

    I luckily saved the scale box and gift receipt (really almost threw it out but so glad I didn't).  I took it back to Bed Bath and Beyond and although it had been 4+ months they took it back and are mailing me another one.  Really hope the same thing doesn't happen again.

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    slavensky

    Here's what I did. I do not suggest you follow my approach unless you are out of options, as the response I got after I opened it up was: "You've opened it up, it's your own issue now". The weight was from Christmas '18, so under 6 months old, and suddenly it just stopped working. I opened it up, there were no void warranty stickers, so I thought, no issue, let's see if we can figure out if it was a hardware flaw before we set heaven and earth into getting it replaced.

    First I thought maybe moisture. The seal wasn't perfect fitted on this particular scale, so it wasn't really improbable that moisture from a hot bath or something had gotten into the scale.

    https://ibb.co/1n8zWXd <- I assume this should be closer, it is on the other one we have.

    Not much water to find, but there actually was a short in the charge port.

    https://ibb.co/GJfrsLn <- as you can see here. 

    This is around the time I contacted support to say.. listen.. it's not a matter of just rebooting it, powering it up, the sucker is shorted. Yeah, No. Opened up, no longer our issue.. It was said nicely. 

    So I cleaned it until a multimeter insured me there was no longer a short. Now that actually worked. Boom, functioning scale again. (or so I thought)

    However, that was apparently not the only issue, as It worked for like 24 hours, until it was back on the hot bathroom floor, it suddenly stopped working again.

    Now what was happening to my scale was that the mainboard wasn't perfectly attached to the base. It's essentially glued on, but when it gets hot, that gets a bit.. weaker. Now, this forces the board down touching the bottom plate, and whenever that happens.. it stops working. It might be because the metal bottom plate has enough conductivity to short it, or the coating on said metal plate... 

    https://ibb.co/mGq4dk7 - this picture is from before I started to mess with the mainboard.

    If you look to the right of it, there were two of the mainboards cables that weren't put in their respective holders (the ones for the battery)

    So after fixing the short, taping the board to the base... fixing the misplaced wires and fixing that little gap, the scale is back to working condition.

    Honestly, I think I received a Monday model.

     

     

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