Serious battery issue

I really got some battery issues now. From 100 to about 60% its ok, but it will drop from 60% to 0% in one day with almost no use at all. It has been like this for about 4-5 months now, and I am using latest firmware.

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  • Alf Egil Soma if this happens in only one day, this is definitely not normal.

    You should contact support@neeo.com with your personal data and a link to this topic. Then they will reach towards you and if this is an hardware fault, you get a replacement remote.

     

    I will also pull in Jeff as head of customer care, so he knows about this issue and can organize everything required.

    Reply Like 1
  • I have 2 remotes and one of them has the same problem. Jeff , what can i do?  Can you please help me.

    Reply Like
  • Jeff ,

    Hi, i get no answer, i contact the support also but get no info back. Can you help me Jeff  ?

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Tolga Aydogan Hi Tolga! 

      Sorry for the delayed response. Our support queue is at 0. Please check your spam box and can you confirm you emailed support@neeo.com ?

      Thanks!

      Reply Like
    • Jeff ,

      Hi, here is a screenshot from the first email from my gmail and the second screenshot from the second email from yahoo. Thanks Jeff , wait for answer.  

      Reply Like
  • Jeff ,

    Jeff i made a screenshot from the Remote it runs only 30minutes and the accu goes from 100% to 70%. And i dont used in this time. 

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Tolga Aydogan Thank you for the screenshot. I looked up the ticket and see what is going on. Are you contacting us from two different email addresses? If so, can you please send me a DM with both email addresses so I can confirm we’re contacting you? 

      I look forward to your DM.

      Thanks!

      Reply Like
  • Jeff , did you read my DM?

    Reply Like
  • I had similar issues, and I am fairly sure the neeo loses lots of battery when it is lying on a metal surface (metal table). At least with mine I was able to replicate the issue.

    When I only have it on my wooden table it lasts for much longer.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Felix Keller Hello! Thanks for posting this. I will relay this back to our team and I will test this as well. It will be good to know what material is your metal table.

      Thanks!

      Reply Like
    • Jeff I assume steel. It's magnetic, Neeo "sticks" to it on the bottom. 

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Felix Keller Thank you for letting me know. 

      Reply Like
  • Jeff ,

    Hi, Today comes my replacement Remote. This is what i get.😭 . I made also a Hardware reset but not helps. And now?  

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 mths ago
      • Reported - view

      Tolga Aydogan I have let our logistics team know to ship another. Sorry about this Tolga. 

      Reply Like
  • Jeff , Thanks Jeff.

    Reply Like
  • Jeff  I got an replacement remote a few weeks ago. It worked fine the first 20 days, but now it is almost as bad as the first remote i got. When it gets to about 50% it will drop to 0% in one day.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 1 mth ago
      • Reported - view

      Alf Egil Soma Thank you for letting me know. Can you provide me with your NEEOs hostname? This can found in the about section of the NEEO app. 

      Best,

      Reply Like
  • It's interesting, that the team says, that this is not normal. Are there really any devices out there, which do actually last as long as NEEO promised? They talked about xx hours in the Kickstarter campaign.

    The NEEO remote has a rechargeable battery and a low-power hardware design that runs for months on a charge

    I have the same issue. The remote battery lasts for about 2 days max in my case. From 100% to about 60% in a few hours. There are days on which it is a bit better, but most time the remote dies after 2 days.

    Reply Like
    • Tetrikus currently wifi is used (as neeo link doesn't work very well with the current driver), this needs much more power then neeo link (using 6lowpan) therefor the consumption in general is higher. If neeo link is the main route, this should be much better. as the protocol need much less energy.

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 2 wk ago
      • Reported - view

      Tetrikus If your remote truly last that long, can you please DM me so we can better assist?

      Thanks!

      Reply Like
  • Jeff here we go, I have the same issue as well. The remote battery lasts for about 2 to 4 days, depending on how often I use it, first down to about 60%. From around below 60% to 0% it's usually in a matter of few minutes or hours. Sadly.

    Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • yesterday
      • Reported - view

      Renzo G. Del Tenno Hello. Sorry to hear that you are experiencing this and thank you for sending us the photo. Can you please send us photos with time stamps that include the remotes battery percentage? If this happens as often as you say, it should be fairly easy and we would really appreciate it. Have you tried the following to help improve the battery life:

      1. Hold the power button on the NEEO Remote for 15 seconds

      2. Wait a few seconds

      3. Press the power & mute button simultaneously for a few seconds

      4. You should see the option for recovery, follow the on-screen steps

      Reply Like
    • Jeff hi Jeff, I've tried as you suggested and this is what happened, see the attached photos with time stamps.

      I started off the process when the battery was at 66%. after recovery process the battery parcentage was first up to 77%, then to 82% and 84% within 1h55' . about 8h later the battery is showing 77% percentage, during this time I used the remote every now and then.

      I will keep an eye on the percentage moving, see what happens when it'll be reaching the 50%.

      I will let you know, thanks

      Reply Like
    • Renzo G. Del Tenno photos...

      Reply Like
      • Jeff@NEEO
      • Head of Customer Experience
      • Jeff
      • 9 hrs ago
      • Reported - view

      Renzo G. Del Tenno Keep me posted and be sure to follow these steps too:

      1. Use the remote and allow it to completely die from low battery

      2. Charge to 100%

      3. Repeat step 1

      4. Charge to 100%

      Let me know if you notice a more consistent battery. 

      Thanks!

      Reply Like
    • Jeff thanks , I will.

      Reply Like
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