Leakage inside ASI 2600MC: Page 3

Leakage inside ASI 2600MC

Tech@ZWO

We are so sorry for the problem.
The oil leak issue comes from the thermal pads some ASI cameras used. Some of them have higher oil content so after long-time use, the oil infiltrates into the gaps of sensor and board, and even the sensor surfaces. It needs us to do deep cleaning work and replace the pads to throughly avoid the issue occurring again in the future.

For all the ZWO customers suffering from the problem, we offer the "Replacement or Free repair" service.

1) You can contact us and directly send the camera to ZWO or the dealer where you bought the camera to get a new one. All the expenses incurred in transit will be met by ZWO (Just remember to keep your invoices) Also, we offer free home access service if you live in the USA and have the need of sending your camera back to ZWO.

Please notice that replacement requires your old camera to still be under 2-year warranty.

2) You can also send your camera with oil leak issue to the ZWO official maintenance points to get free repair service. We now have 3 such points in the USA, Germany and Japan. The repair service includes deep oil cleaning, thermal pads replacing, and sensor tilt resetting.

We provide lifetime warranty if your camera happens to have this issue.

3) The "Replacement or Free repair" service not only applies to the ASI2600 camera, also to other modules with the problem.

Please let us know if there is anything else we can help!

ckoos

Amazing! Constant yelling at ZWO over their handling of this problem, but now that they are doing the right thing, no one has anything to say? What, you won't be happy until the CEO throws themself in front of a bus over this issue?

Well done ZWO. Maybe next time a little quicker, but nonetheless, well done. I'm now in the market for a ASI2600.

Maximusmike

ckoos obviously you haven't owned this camera, this issue has been ongoing for 2 years for some of us. When you purchase an expensive camera you expect it to work correctly. Not have to fix things yourself. Zwo has known about the problem and ignored it for as long as they could get away with it. I've had to tear my camera apart 8 different times over the last year alone, so it's usable. It's a PROBLEM, that should have been delt with immediately, not 2 years later. I bought this to use, not to have never-ending problems. Your comment , praising the CEO? You must work for ZWO. Because you can't fathom the frustration of people having purchased a product that they waited 2 years to have ZWO finally have a fix for.

wvreeven

You're absolutely right. This is a great gesture to all customers with this issue!

lakerunr

Thank you ZWO for solutions provided for this problem. I have had my 2600MM for over a year and loved it. I was shocked to see the oil streaks that showed up in my images suddenly just two days ago. I thought about trying to clean myself, but I have no idea how to check/reset tilt.

Tech@ZWO

lakerunr It needs a jig to check, or maybe you can directly contact the seller for a replacement, because your camera is under warranty.

Tech@ZWO

Thank you very much for all of your support, we will try our best to do better.

ice_cream

@tech@zwo#54445 , i bough a 2600mm from XTZ astroshop from china last year, in case my camera have not got this issue yet, should i send it back to ZWO to replace thermal pad?

Tech@ZWO

ice_cream Not all the ASI2600 camera has this problem, only a very little batch. and we provide a lifetime warranty for this problem, so don't worry about this, you can continue to use it.

xb39

Is the "oil leaking issue" now resolved for new camera´s or will I run into this problem in the future as well? I´d prefer rather a solution than a lifetime warranty.
Haven´t bought any IMX571 camera yet but still thinking about options and alternatives...

Tech@ZWO

xb39 Yes, we have changed the thermal pad supplier from Oct 2021, the new camera won't have this problem.

radnotim

Hello, I purchased my ASI2600 directly at ZWO 10/29/2020 PO#25973, it worked well until I had to exchange some extenders on my scope and changed the orientation of the camera. Some bandings on darks appeared, and then this:

Questions:

are there any replacement/repair programs for this camera @ZWO?
Is there an instruction how to clean the Camera
Is there a replacement point in Germany
Thanks in advance for the help.

Tech@ZWO

radnotim You can submit a ticket here.(choose 'product' tab)
https://support.astronomy-imaging-camera.com/

rgmadero

I have a bran new 2600MC with this problem. I live in Mexico where it is very difficult to import specialized equipment like this camera, so returning it for cleaning it is no option. Will ZWO be willing to send a replacement for the thermal pads and do the replacement our selves? Thank you.

Ramsay

I have a three week old 2600MCPro serial number 292b830b32000900 which is already beginning to show this fault. Is this one of the 'newer' ones that should have been fixed?

Tech@ZWO

Ramsay It was produced in September, sorry for the trouble, please take a photo of the oil leak and contact the dealer.

Ramsay

@tech@zwo#54887 Thanks for the information, I have contacted the dealer who is in talks with yourselves.

ckoos

Maximusmike You are correct, the initial ZWO response to this issue was laughably bad. Well, not laughable if you had to deal with the issue yourself. I did say it should have been quicker, but that wasn't strong enough language.
The only mention I made about the CEO is that some wouldn't be happy unless, "the CEO throws themself in front of a bus over this issue" I don't see how that can be interpreted as praise for the CEO, but OK. Maybe you wouldn't mind being the one driving the bus? ;-)
If you want to cancel ZWO because of their terrible handling of this problem, I don't think that's unreasonable. I've stopped doing business with companies for less.
But, they finally stepped up, and their response is way beyond anything I've ever seen for a consumer electronics product. And what I take that to mean is that they have woken up and may start taking customer service more seriously. I think some positive feedback for that decision is warranted.

UnendlicheWeiten

I have a 8 week old 2600MCPro serial number 1d3a930208010900 -> Please give me answer, if this is one of the 'newer' ones that should have been fixed?

crackout

What I've learned from working nearly ten years as a Quality Manager for sophisticated medical products: If you encounter a parasitic or systematic issue that heavily affects fielded units, be direct, ideally pro-active and upfront about the problem to your customers. It is part of continuous improvement to make mistakes. The important aspect is how to overcome them in a professional and clever manner.

ckoos

crackout crackout Absolutely agree. Hopefully the quality criteria for medical equipment is a bit more stringent than for consumer electronics, but point made.
I spent 20+ years managing the Engineering final test department at a computer company. Having that experience tells me that ZWO couldn't possibly have an engineering final test group. The problems that escape into the hands of the customers makes that clear. I'm guessing the developers are doing the testing. A garage shop mentality is what it looks like. But, their current position on the 2600 issue gives hope that they are moving in the right direction. However, I remain cautious about investing more into the ZWO ecosystem until there is a clear indication that this is the manner in which they will handle issues in the future. I've got my eye on a ASI6200, but I'm going to be waiting a bit first.

Byrdsfan1948

crackout Absolutely correct. As long as by clever you mean valuing the trust and confidence your customer has placed in you, and doing all you can do to retain that hard earned trust by resolving their issue promptly and fairly. Similar to your background. Before I retired I was the international SVP of engineering and manufacturing for a multi billion dollar consumer product company. I'm sure you probably use some of our products every day. Quality control was job one for everyone. If there was a close second it would be keep your customers satisfied. Along with several other tenets, they formed the backbone for our Corporate Image. It can often be very hard to gain the trust and confidence of any potential customer. But it is very easy to lose it.
You might look back here on this thread to mid Dec of last year. If you do, you will see that I had one of these cameras on order. However you will also see that given the poor response at the time by ZWO with this issue I decided then to cancel that order. I am now very happy to see that it appears that ZWO seems to be getting the message. I therefore applaud them for starting to do more for their customers in this matter than they had been.

However I'm still on the sidelines regarding this camera. I have no interest in buying one now only to find out that it is old stock, and I am also buying the same problem I was trying avoid last Dec. Personally I believe that ZWO should have recalled all these cameras and even if it means going on back order, not risk any more defective ones possibly getting into their customer's hands.......... Having said that, at least we are seeing some understanding by them of their responsibility here. Which hopefully will for them be a positive learning experience as well going forward.

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