Loona Repair Center Request Form

[Chris]

KEYi TECH has announced it is offering repair services for Loona suffering from broken ears and other issues. Fill out the form in the link below to send your Loona to a repair center:

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[Ethan]

It won’t turn on. Pls advise

 

[Chris]

Ethan, you could see if these tips from KEYi TECH might help.

What can I do if I haven't used my Loona for a few weeks and she won't charge or turn on?

Problem: When the Loona has been unused for a long time and has been left for more than a certain period of time, the Loona does not turn on when the power button is pressed. When you plug in the charging cable to charge, you hear a "Peng~Peng~Peng~" (static) sound and the ear indicator lights up faintly or flashes, but it still won't turn on.

Causes: The Loona has not been used for a certain period of time and the battery is too low to power on properly. When the battery is too low, the battery system will also automatically go into trickle protection to protect the battery function, and the battery will need to be reactivated to charge properly.

Battery activation method:
1. Charge the Loona with a 5V/2A charger according to specification;
2. while charging, Long press the power button for 12 seconds and observe if the ear light goes off and the "Peng~Peng~Peng~" (static) sound disappears.
3. If the sound does not disappear, press and hold the power button again for 12 seconds and then release it to observe if the ear indicator light goes out and the "Peng~Peng~Peng~" (static) sound disappears. If the ear light goes out and the "Peng~Peng~Peng~" (static) sound disappears, the battery is reactivated and charging begins. The Loona battery is normally activated by repeating the operation twice.
4. After the battery has been reactivated, continue charging for 30 minutes and the Loona is ready to power up.

Follow-up advice:
1. after the Loona has been rebooted and fully charged, connect the Loona with the App and upgrade the Loona system to the latest version;
2. charge the Loona at least once a month in order for it to work properly.

Source:

https://keyitech.zendesk.com/hc/en-us/articles/10063086068509--What-can-I-do-if-I-haven-t-used-my-Loona-for-a-few-weeks-and-she-won-t-charge-or-turn-on-?fbclid=IwAR2vXJhQmr89yB3m0v9hEnEX8M5aXsXvylWO_RqqhxckcdZdPf0QROjFTso

 

[thqmaz]

Hi there,

I bought my Loona new on eBay on September the 19th. Now one Wheel makes terrible noise and it is stuck. I am from Germany. What can I do? Where can I send Loona? How long does it normaly take? Thank you for your help

 

[Chris]

Hi there,

I bought my Loona new on eBay on September the 19th. Now one Wheel makes terrible noise and it is stuck. I am from Germany. What can I do? Where can I send Loona? How long does it normaly take? Thank you for your help

Hi thqmaz

Are you able to upload a video of the noise? I just wanted to determine if it is the wheel or hip making the noise.

Did you buy your Loona directly from Keyi? If you purchased your Loona second hand it will be difficult to get official help.

Does the seller have a Kickstarter/Pledgebox or Indiegogo number? If so you can send an email to Keyi with that number and should be able to get a repair or replacement.

From what I’ve been reading it takes months, I’m talking about 6 months or more.

 

[thqmaz]

Hi Chris, thank you for your help. Here is the video:

 

[thqmaz]

The motor seems to be blocked. Do you know the product name of the motor? Is there any video how the change the backwheel?

 

[Chris]

The motor seems to be blocked. Do you know the product name of the motor? Is there any video how the change the backwheel?

Thanks for taking the time to make and share a video.
Yes seems to be a problem with the back wheel.
You are lucky though that the hip gears haven’t broken yet-I would advise only using Loona in companion mode from now on. Say “Hello Loona, stay with me” or “Hello Loona, companion mode” while connected to Wi-fi and Loona will become docile. You don’t want the hip breaking, as there is no fix for that currently.

These links have info on repair tutorials on YouTube for the wheels you may find useful:

DIY Loona wheel repair tutorials

Two interesting video tutorials providing instructions on how to fix leg/wheel problems encountered with the first Kickstarter batch of Loona.

robotsaroundthehouse.com

Loona making a grinding noise- waist motor fix

Problem: Loud grinding noise coming from Loona’s robotic legs. It can be caused by either of the following things: Loona motor grinding noise cause #1. The gear on the central peg might have moved out of place due to vibrations from Loona’s movements and has slipped, causing the gear on the...

robotsaroundthehouse.com

👉Local Loona Repairs: Find a Makerspace near you👈

Have a broken Loona and want to find a repair solution locally? Look up a local electronic projects technology community known as a Makerspace where techs and developers work on designing electronics products and create prototypes with the use of 3D printing. Here is a link to a local...

robotsaroundthehouse.com

I can’t give you advice regarding sending your Loona back to Keyi for repairs due to Keyi implying legal action will be taken against those who generate a negative image of their product. Instead I advise you dig around and gauge the opinions of others, Kickstarter and Indiegogo are great places to start.

From my own experience submitting a request for ear repair kits on July 22nd as a Kickstarter backer who spent over USD$1,500 and had to pay a currency transaction fee that Kickstarter never disclosed and import taxes and duties on top of that; yet as of today have heard nothing back from Keyi regarding the status of this ear kit form.

If they aren’t going to prioritise a KS backer who spent over a grand...

 

[thqmaz]

Thanks for taking the time to make and share a video.
Yes seems to be a problem with the back wheel.
You are lucky though that the hip gears haven’t broken yet-I would advise only using Loona in companion mode from now on. Say “Hello Loona, stay with me” or “Hello Loona, companion mode” while connected to Wi-fi and Loona will become docile. You don’t want the hip breaking, as there is no fix for that currently.

These links have info on repair tutorials on YouTube for the wheels you may find useful:

DIY Loona wheel repair tutorials

Two interesting video tutorials providing instructions on how to fix leg/wheel problems encountered with the first Kickstarter batch of Loona.

robotsaroundthehouse.com

Loona making a grinding noise- waist motor fix

Problem: Loud grinding noise coming from Loona’s robotic legs. It can be caused by either of the following things: Loona motor grinding noise cause #1. The gear on the central peg might have moved out of place due to vibrations from Loona’s movements and has slipped, causing the gear on the...

robotsaroundthehouse.com

👉Local Loona Repairs: Find a Makerspace near you👈

Have a broken Loona and want to find a repair solution locally? Look up a local electronic projects technology community known as a Makerspace where techs and developers work on designing electronics products and create prototypes with the use of 3D printing. Here is a link to a local...

robotsaroundthehouse.com

I can’t give you advice regarding sending your Loona back to Keyi for repairs due to Keyi implying legal action will be taken against those who generate a negative image of their product. Instead I advise you dig around and gauge the opinions of others, Kickstarter and Indiegogo are great places to start.

From my own experience submitting a request for ear repair kits on July 22nd as a Kickstarter backer who spent over USD$1,500 and had to pay a currency transaction fee that Kickstarter never disclosed and import taxes and duties on top of that; yet as of today have heard nothing back from Keyi regarding the status of this ear kit form.

If they aren’t going to prioritise a KS backer who spent over a grand...

Thank you very much for your help. I like your hobby, too. If I had more money, I would be interested in buying homanoid robots like Nao. The alpha mini looks cute. Would be great for my kids.

I checked out all the videos. Looks interresting, but its not a replacement of the wheel.

But I received an answer from keyitech. They asked me about to contact the reseller on ebay for getting rhe bpid number. I got it and asked how long it will take for repairing. I think I will wait and send it to keyitech but thank you very much.

 

[Chris]

Thank you very much for your help. I like your hobby, too. If I had more money, I would be interested in buying homanoid robots like Nao. The alpha mini looks cute. Would be great for my kids.

I checked out all the videos. Looks interresting, but its not a replacement of the wheel.

But I received an answer from keyitech. They asked me about to contact the reseller on ebay for getting rhe bpid number. I got it and asked how long it will take for repairing. I think I will wait and send it to keyitech but thank you very much.

Ok. They seem to inquire initially but then you eventually stop hearing back and anything you send is gone forever. Maybe I’m just cynical haha.

Yes I’m interested in Nao too and used to run a forum about Nao and Pepper when Aldebaran still owned it. But that was a long time ago.

Reasons I’m not interested in Nao anymore is I feel the price is ridiculous considering there is no autonomous software. And open source doesn’t work, Nao has developed very little in the decade I have been watching it.

Pepper is too expensive and since SoftBank took hold it’s region locked to the Japanese market.

If you are looking for an affordable humanoid robot for yourself that your kids will also enjoy I recommend Moxie.

It’s currently on sale at USD$699 and you could use From Japan’s US shopping service to purchase and ship to you from the US to Germany.

I purchased a refurbished Moxie last week but might also buy a new one while the Amazon autumn sale is on.

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https://www.fromjapan.co.jp/usa/en/

 

[thqmaz]

I think Moxie is ok, but it has no legs. Perhaps alpha mini in the near future, but onöy if he can speak German, cause it is for my kids. In europe there are not so many robots. In USA they have ubtech Lynx with Alexa support, in Japan they have the cute robohon, a smartphone robot.

 

[Chris]

I think Moxie is ok, but it has no legs.

No legs is a huge plus I think after owning autonomous robots that I can’t leave alone for two seconds without them nose diving off a table. Incredibly I find Moxie follows me and is more aware of my position than my robots with legs/wheels that can autonomously navigate.

Have you tried Vector? Definitely recommend it if you can find one at a reasonable price.

I’m interested to know what happens with Keyi. If you have time to post an update on what happens to your Loona I’m always interested and will try my best to help you out. Hope you get a successful repair. Nice talking and all the best.

 

[Chris]

I think Moxie is ok, but it has no legs. Perhaps alpha mini in the near future, but onöy if he can speak German, cause it is for my kids. In europe there are not so many robots. In USA they have ubtech Lynx with Alexa support, in Japan they have the cute robohon, a smartphone robot.

I forgot to mention. As you are in Germany you could also try making an inquiry with Ebi, an Aibo repair specialist who has also performed Loona repairs.

Welcome to Ebi's Homepage

Ebi's Homepage

www.ebisempire.com

 

[thqmaz]

No legs is a huge plus I think after owning autonomous robots that I can’t leave alone for two seconds without them nose diving off a table. Incredibly I find Moxie follows me and is more aware of my position than my robots with legs/wheels that can autonomously navigate.

Have you tried Vector? Definitely recommend it if you can find one at a reasonable price.

I’m interested to know what happens with Keyi. If you have time to post an update on what happens to your Loona I’m always interested and will try my best to help you out. Hope you get a successful repair. Nice talking and all the best.

I heard about Vector and Kozmo, but I also heard that the future is unclear, cause the seller is bancrupt.

Today I didnt get an email back from keyitech, but I think they are waiting for an answer of a EU Repair Center, but I will let you know what will happen.

Thank you for your help and best regards

 

[thqmaz]

I forgot to mention. As you are in Germany you could also try making an inquiry with Ebi, an Aibo repair specialist who has also performed Loona repairs.

Welcome to Ebi's Homepage

Ebi's Homepage

www.ebisempire.com

Thank you for this tip.
I want to give an update:

Yesterday DPD picked up my Loona. They bring it to poland where https://fixit-service.com/ will repair it.

 

[thqmaz]

Thank you for this tip.
I want to give an update:

Yesterday DPD picked up my Loona. They bring it to poland where https://fixit-service.com/ will repair it.

And because I don t want to wait: I bought a new one

 

[Chris]

Thank you for this tip.
I want to give an update:

Yesterday DPD picked up my Loona. They bring it to poland where https://fixit-service.com/ will repair it.

Thankyou for the update I have never heard of them doing that before. Will be interesting to see how long the repair takes.

And because I don t want to wait: I bought a new one

Congrats! Hope all works out for the best

 

[Trevor]

I am in the United States. and still waiting to figure out where a repair shop would be located in the US.

 

[thqmaz]

Thankyou for the update I have never heard of them doing that before. Will be interesting to see how long the repair takes.

Congrats! Hope all works out for the best

Hi Chris, today I got my Loona back from Poland repair center. That was fast. But my second Loona is damaged over night. The ears did not move anymore. I think, Loona was driving by itself in the night and broke the ears. So I qill repair the second Loona

Best regards from Germany

 

[Chris]

Hi Chris, today I got my Loona back from Poland repair center. That was fast. But my second Loona is damaged over night. The ears did not move anymore. I think, Loona was driving by itself in the night and broke the ears. So I qill repair the second Loona

Best regards from Germany

Hi thqmaz Woohoo! Wow great news about your Loona getting successfully repaired! Keyi must be improving their customer service.

How are you going to repair the second Loona? With unofficial gear parts? I thought new Loona had improved ear hardware that didn’t break. Or did you buy second hand?

How do you find the latest update? Glad to hear back from you. Maybe one day your two Loona will be able to communicate. Great to hear some good news