Canvas Control Square Dead

Started by bikerglen
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bikerglen

Hi, the control square for my Nanoleaf Canvas is completely dead. No lights. Nothing. I tried holding down dim and power while plugging it in. Still nothing. The controller square stays black and all the other panels are a dim white. This appears to be a wide spread issue with the design of the Nanoleaf Canvas controller square. How do I get a replacement?

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Josh N

Hi @bikerglen!

Thanks for reaching out and our apologies for the inconvenience this has caused.

You can get in touch with our Support Team at http://nanoleaf.me/hello- they would be happy to help assist you with your Canvas Control Square.

If you have any further questions, please let me know.

Kind regards,

B833fa930f442476ae0dd38477d3c496?s=128&d=mm

bikerglen

15% off + free S/H to replace a control square with a common and known issue is not really a good solution. I went ahead and paid it so I could get my Canvas setup working again but overall I'm not impressed with Nanoleaf's support.

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Josh N

Hi @bikerglen,

Could you provide me with the ticket number so I can investigate it?

Kind regards,

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delicate__sunset__977

HI Josh N,

Could you please investigate Case # 18361307. The issue described above happened to me too. And similarly, the same 15% off + free S/H to replace a control square was offered to me. This is not an acceptable solution for such a common and known issue.

I first contacted Customer Support about the issue during the warranty period. Please see request #86897. I thought back then that simply re-setting the device would fix the issue. The fix proved to be tedious so I just put up with the fault until I had the chance to attend to it. By the time I did get the chance, the warranty period had expired.

The device was not abused or misused. A long useful life of more than two years is thus expected from the device.

I don't have the money to buy a replacement.

Thanks,
Freddie