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?
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.
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.