ASI 2600MM-Pro Disconnecting and/or Displaying Static

Tech@ZWO

mralpaca Usually will finish the repair within two weeks after receive it.

mralpaca

Do you still ship to China or is it repaired in the USA now?

Tech@ZWO

mralpaca In USA now.

mralpaca

Hello- I wanted to check in on the repair. I received an email Monday that the camera had arrived, but I have not received anything else. Is this normal? I also submitted a few documents I need your technician to fill out for my extended warranty that Amex Platinum offers. Is this also possible to fill out?

Thank you,

Alex

Tech@ZWO

mralpaca Yes, you can the status on the case page, and usually the repair will be finished within two weeks after we receive it.
For the extended warranty, you can leave the comments on the case page, our RMA team will reply to you soon.

mralpaca

Thank you. I sent in the documentation I would like the ZWO technician to fill out along with some details. I am just waiting for the invoice.

mralpaca

I received my camera back and it appears to be working properly- thank you. I am, however, very disappointed by the state of the sensor window / internal dust. The camera never looked like this before, as I had never opened it up. I would have expected the camera to come back as clean as it was sent in, in "factory condition", especially for the price paid for the repair. I am very disappointed by the ZWO team's lack of attention to detail, as I now need to clean the camera myself, and risk damaging the components in the process. In the future, if your quality team could take an additional minute or two to just clean everything, I am sure you will be delivering cameras in "factory form" to people. I have seen several complaints like this on the forums, so I know it is not only me, unfortunately.

This is completely unacceptable and an issue that I will need to think further about when making my next camera purchase.

Thanks

Tech@ZWO

mralpaca We sincerely apologize for the inconvenience. All cameras, including those that have been repaired, should be thoroughly inspected before leaving the factory. I have forwarded this issue to our RMA team, and they are currently investigating it. They will contact you shortly to provide an explanation and a solution. Once again, we apologize for any trouble this may have caused.

mralpaca

Hello,

I followed the instructions provided by your technician in the internal chat and it didn’t clean the sensor and window enough for my satisfaction. It seems like there is a film or oil that was left on the camera as a result of the repair. I am extremely disappointed in ZWO for this and would like to send the camera back for a proper cleaning, but I have not heard back in a few days regarding my request (which was an offer provided by the ZWO team to make it right). I also don’t want to be without a camera for 4 weeks like I was earlier in the summer, and was guaranteed a one week turn around time last time. I hate to air my dirty laundry, but the lack of response is concerning.

Thanks,

Alex

Tech@ZWO

mralpaca Sorry for the trouble, I'm confirming the situation with my colleague, she will contact you later.

RKG

I have had my 2600MM Pro "repaired" twice in the last 4 months. The same problem occurred 2 days ago and my 2600 is again a 2 lb cylindrical piece of metal with ZWO telling me to send FITS data and start the repair process for a 4th time in 5 months. This is absolutely absurd. I've done everything requested by ZWO to repair this 2600 including replacing the motherboard. 5 months later it still doesn't work!! Since the latest failure I am being asked to repeat this repair cycle by starting over from scratch with all the same basic troubleshooting questions as if you people had no idea what's going on. Up until 2 days ago I was very seriously considering the purchase of an ASI2600MM Pro. I'm now looking at different options from different vendors. It is definitely looking like ZWO does not have their technical support act together at all.

Tech@ZWO

RKG I sincerely apologize for the repeated issues you've encountered with your ASI2600MM Pro camera and the frustration this has caused. I understand how disappointing it must be to face the same problem multiple times.
Could you tell me your RMA number, i will confirm and escalate this matter to our senior technical team immediately to ensure we address the root cause of the problem rather than continuing the same troubleshooting process.