Board arrived with a damaged component

Aleksander Cane

Good morning Duet Team,

I ordered a 3D printer from RatRig (https://ratrig.com/) with a Duet 3 Mini 5+ Wi-Fi board. Upon assembly and powering it on, nothing turned on. After examining the components, I noticed that one of them was damaged.

I contacted RatRig, and they directed me to this forum without much explanation. It's evident that the board needs to be replaced as it's not functioning.

I look forward to your prompt response.

Best regards,

Duet 3 Mini 5 1x.jpeg
Duet 3 Mini 5 2X.jpeg
Duet 3 Mini 5 Macro Lens.jpeg

T3P3Tony

@Aleksander-Cane thanks for your report. As this is in a assembled machine from RatRig we will work with them to replace the board. Please email info@duet3d.com with the correspondence you have already had with RatRig and we will take it from there.

oliof

is that the 12V regulator? RatRig puts 1.3A+ 12V fans on their systems for cooling which is too much for the Duet3 mini 5+ (they note this on their shop).

Mr.Crispin

@oliof said in Board arrived with a damaged component:

is that the 12V regulator? RatRig puts 1.3A+ 12V fans on their systems for cooling which is too much for the Duet3 mini 5+ (they note this on their shop).

If that is the case, then rat rig shouldn't really be supplying a product that is not fit for purpose and Duet3d shouldn't have to foot the bill for a replacement.

Aleksander Cane

@T3P3Tony

Hi @T3P3Tony,

Thank you very much for your response. I've already sent an email to "sales@Duet3d.com", and they have already replied. They are working with RatRig to resolve the issue. If necessary, I can also send it to "info@duet3d.com".

Thanks again!

Aleksander Cane

@oliof

Hi @oliof,

Thank you for your note on the matter. I'm not sure exactly what the damaged component is for, so thank you for specifying it. However, as I also explained in the title of this post, the board arrived already damaged, and I didn't even have the satisfaction of turning it on as it doesn't power up.

T3P3Tony

@Aleksander-Cane no worries, no need to contact info@

Rat Rig - CS

Hi all!
Miguel from Rat Rig here. I've looked into this with our customer support team and feel things have been a little misrepresented here. Would like to post a short message on our CS team behalf, as well as a decision regarding the Mini 5+.

Customer was not directed to this forum without explanation as stated. Several e-mails were traded with customer prior to clear explanation and instructions on how to proceed according to Duet3D's warranty protocol.
Customer afirms damaged board on arrival here on the forum. But confirmed to have powered up the board, alongside videos showing a powered up board in initial e-mails with our CS.
Due to the nature of the configurable diy kits themselves, there are still build configurations in which the Mini 5+ is suitable, although not many anymore. We have many customers using them. We love Duet boards here at Rat Rig and our hope was to keep them available for those who prefer them, as well as to keep supporting Duet 3D/RRF.
Even though possibly un-related to the OP issue, both Duet3D documentation and RR website mention mA limitations or incompatibilities but we totally understand this can fail to be noticed. So we will change the listing, as I agree with @Mr-Crispin :

rat rig shouldn't really be supplying

Rat Rig had previously removed the Mini5+ from the V-Core configurator due to the previous point. We had many requests to bring it back soon after so we re-listed and added the warnings, but I agree, the best decision would be to remove it to avoid future issues. We will remove the board from our configurator today, but keep it available as a standalone listing in the shop for now.
Rat Rig will offer a free board to cover the OP's issue as we take responsibility for the configurator not being 100% clear on this. @Aleksander-Cane. Let us know via customer support if you will stick with RRF, or Klipper, and what board you want to use on the setup.

Thank you!

T3P3Tony

@Rat-Rig-CS thanks for your response and for how this had been handled.

From our side part of the issue was between how warranty issues are handled when a product is supplied from a reseller, vs a board supplied with a complete product (be it a kit or an assembled machine):

For a reseller supplied product, referral to the forum is the correct procedure.
For a product incorporated in kit or complete machine we expect the manufacturer to handle the warranty process (and communicate with us directly, if there is a fault with the board).

The basic idea being a machine sold as a complete product, which the manufacturer has control over would not be expected to have configuration or wiring issues that we want to debug here on the forum before confirming a hardware fault.

We will update our T&Cs to make this clearer.