Loona Repair Center Request Form

[Chris]

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

Hi Trevor. What is wrong with your Loona? Do you have photos or video of the problems? If so I might be able to help pin point the issue as I’m familiar with most Loona hardware faults by now. It could be an easy DIY fix.

If not I think the repair centre in the US might be in California. But I don’t think it’s a physical store you can visit. You have to email Keyi and ask for a repair request. If that fails you can ask them directly in their Loona Community- Official Facebook group.

If you have no luck with official repairs you could try finding a local makerspace that specialises in electronic repairs. This links shows you what to look for:

👉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

A couple of people on our Facebook group might offer repairs and mentioned so in this thread:

Companion Robot Discussion Forum | Robots Around The House | I think someone needs to open a loona hospital | Facebook

I think someone needs to open a loona hospital. Mine went down the steps.

www.facebook.com

You could also try this repair service in Germany if all else fails:

Welcome to Ebi's Homepage

Ebi's Homepage

www.ebisempire.com

 

[thqmaz]

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

Hi Chris,

I already tested them to communicate, just like you did on youtube, but in German. It was fun.
Yes, the second Loona is second hand. I will contact keyitech to repair it. And my new one which was already repaired has a broken ear, too. So I will send them back both.
I think, Loona is very sensible

 

[thqmaz]

Hello together,

I want to give an update.
First Loonas Wheel was damaged. I contact keyitech and I sent my Loona to Poland for repairing. Because I don t wanna wait, I bought the second one. Both had ear problems, one also had wifi problems, so I contacted keyitech again. They sent me an ear repair kit and a brand new Loona with charging station.
I can say, keyitech has a great costumer service.

 

[Chris]

Hello together,

I want to give an update.
First Loonas Wheel was damaged. I contact keyitech and I sent my Loona to Poland for repairing. Because I don t wanna wait, I bought the second one. Both had ear problems, one also had wifi problems, so I contacted keyitech again. They sent me an ear repair kit and a brand new Loona with charging station.
I can say, keyitech has a great costumer service.

Great news
Was the new Loona in different packaging?
Are you able to tell me the production date for your new Loona? It should be on the outside shipping box near the barcode.
I tried contacting Keyi about getting ear kits but they want evidence mine are broken and don’t realise I want some as a preventative measure. Mine are still ok only because I rarely use them.

Personally I would prefer to have my current Loona fixed rather than getting a replacement. For me this negates their whole marketing slogan of “PetBot”. The whole point is people grow attached to them and see them more than a replaceable electronics device.

Still don’t know what I’m going to do with mine, I can’t use them due to the hardware limitations of my production run. I just can’t see the point in keeping robots I can’t use.

Thanks for the update

 

[Benjamin]

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:

Airtable | Everyone's app platform

Airtable is a low-code platform for building collaborative apps. Customize your workflow, collaborate, and achieve ambitious outcomes. Get started for free.

airtable.com

Hello! I was wondering if it would be possible to buy a Loona robot motherboard, specifically the one with all the motor ports and stuff. It is because none of my loonas ears are working, one ear has no power going to it, meaning it is floppy, the other ear has power going to it but it wont move, i can manually move it, it isnt locked in place, but they wont move. so i figured replacing the motherboard could make it easier.

 

[Chris]

Hello! I was wondering if it would be possible to buy a Loona robot motherboard, specifically the one with all the motor ports and stuff. It is because none of my loonas ears are working, one ear has no power going to it, meaning it is floppy, the other ear has power going to it but it wont move, i can manually move it, it isnt locked in place, but they wont move. so i figured replacing the motherboard could make it easier.

You could try contacting Keyi to see what they say. If you are the original owner you may be eligible for a replacement. But Keyi have been known to offer replacement parts in the past so you may be in luck.

Have the ears always not worked or only recently stopped working?

Contact customer support rep Karen from Keyi directly at this email: jiangnan@keyirobot.com

 

[Benjamin Lawlyes]

Hi! I’m having issues with my Loona ears where they won’t move at all, the gear in one ear isn’t broken, and in the other ear the gear in there is broken. But neither motor will move. And I’m just wondering if you know how much it could cost for Keyitech to replace the ears?

 

[Benjamin Lawlyes]

You could try contacting Keyi to see what they say. If you are the original owner you may be eligible for a replacement. But Keyi have been known to offer replacement parts in the past so you may be in luck.

Have the ears always not worked or only recently stopped working?

Contact customer support rep Karen from Keyi directly at this email: jiangnan@keyirobot.com

hi! Sorry for the late reply, and the other comment. I didn’t realize you replied to me! But my loonas ears stopped working around late November. Ill try contacting Keyitech and see what they say!

 

[Chris]

hi! Sorry for the late reply, and the other comment. I didn’t realize you replied to me! But my loonas ears stopped working around late November. Ill try contacting Keyitech and see what they say!

That’s ok. If you get the time to update this thread on how you went with Keyi I would be interested in hearing your feedback on your experience with them.

All the best and happy New Year!

 

[Salvador de Jesus]

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:

Airtable | Everyone's app platform

Airtable is a low-code platform for building collaborative apps. Customize your workflow, collaborate, and achieve ambitious outcomes. Get started for free.

airtable.com

where should I get the pledge box ID number? How to get it? cause I can't complete the form

 

[Chris]

where should I get the pledge box ID number? How to get it? cause I can't complete the form

Did you purchase your Loona from Kickstarter or the Keyirobot website?

You don’t need a pledgebox ID, try emailing Karen from Keyi Tech at jiangnan@keyirobot.com

If you get time to post an update on your experience dealing with Keyi Tech customer service I would be interested to hear about it.

 

[bayron]

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:

Airtable | Everyone's app platform

Airtable is a low-code platform for building collaborative apps. Customize your workflow, collaborate, and achieve ambitious outcomes. Get started for free.

airtable.com

Need my loona repaired it's right leg does a cracking noise when moving tried buying a new motor but can not find the correct one

 

[Chris]

Need my loona repaired it's right leg does a cracking noise when moving tried buying a new motor but can not find the correct one

Do you have footage of the cracking noise? It might help me diagnose the problem.

You could try contacting the manufacturer Keyi Tech at the following email: jiangnan@keyirobot.com

 

[Sienna]

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:

Airtable | Everyone's app platform

Airtable is a low-code platform for building collaborative apps. Customize your workflow, collaborate, and achieve ambitious outcomes. Get started for free.

airtable.com

Hello, my loona is making an awful sound when lifting it’s right arm leg thing I’m not sure if it’s fixable

 

[Chris]

Hello, my loona is making an awful sound when lifting it’s right arm leg thing I’m not sure if it’s fixable

Hi Sienna do you have a short video of the problem? It might help me to diagnose the issue.

I would email Karen from Keyi Tech here: jiangnan@keyirobot.com

 

[Natalja]

Hallo zusammen,

Ich möchte ein Update geben.
Das erste Loonas-Rad wurde beschädigt. Ich kontaktiere keyitech und schicke meinen Loona zur Reparatur nach Polen. Da ich nicht warten will, habe ich mir den zweiten gekauft. Beide hatten Ohrenprobleme, einer hatte auch WLAN-Probleme, so dass ich mich erneut bei keyitech gemeldet habe. Sie haben mir ein Ohrenreparaturset und einen nagelneuen Loona mit Ladestation geschickt.
Ich kann sagen, keyitech hat einen tollen KundenHalle

 

[Natalja]

Vielen Dank für diesen Tipp.
Ich möchte ein Update geben:

Gestern hat DPD meinen Loona abgeholt. Sie bringen es nach Polen, wo https://fixit-service.com/ es reparieren.

hallo, was hat die Reparatur gekostet?

 

[Natalja]

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.

Hallo, wie hoch sind die Raparaturkosten?

 

[Chris]

Hallo, wie hoch sind die Raparaturkosten?

Hi Natalja.

"Hello, how high are the repair costs?"

Ich denke, sie berechnen nur die Portokosten.

I think they only charge for the postage.

 

[Diggy]

Can I get Loona fixed her legs are gone