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?
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.
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 provide me with the ticket number so I can investigate it?
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.
This happen to me the second time now. The first time it was in the warranty period. And on the second time it happened on two different Canvas controllers in the same moment.
@throwingsnow, please reach out to Nanoleaf support, they will be able to assist you.
Throwing Snow? As in, the artist?