Ledger Nano X Circus (Battery, Recover and more)

[dkbit98]

Their support also replied just below the screenshot that you posted that all charges incurred for the replacement device will be refunded to the user by Ledger. If they refund all charges, that should include shipping and taxes as well.

No they are not paying for shipping and taxes, but you don't have to trust me, contact their support and ask them yourself.

[Pmalek]

No they are not paying for shipping and taxes, but you don't have to trust me, contact their support and ask them yourself.

That is their support who wrote that - their reddit support. I know that Ledger is awfully slow when it comes to replying to customer concerns (especially if isn't something urgent), but I sent them an email nevertheless. If and when they reply back, I will share the information here including screenshots to back it up.

In the meantime, if someone is active over Reddit and has an account there, they could also ask them about their refund policy. Ask that Btchip guy (or whatever his name is) whether or not they will cover all charges for bricked devices due to firmware upgrades.   

[Pmalek]

I promised that I would write an update when Ledger support responds to my question so here it is.

I sent them a message yesterday asking if they will refund tax and shipping costs to users who brick their devices following firmware upgrades. The automatic email that my message was delivered and a ticket was created was received at 9:50 CET. After that, it took them only two hours to reply back. I got an email from them at 11:51 CET.



But since they didn't answer all my questions, I sent a second email in the evening asking again about the charges.
I received a reply from the same customer service representative this morning. He told me that if the Nano breaks while it's still under warranty, they will exchange it for free. If the wallet breaks due to a software issue, it will always be exchanged for free. There is an unlimited warranty for software problems according to James. Since a malfunctioning device after a firmware upgrade is surely classified as a software problem, your hardware wallet will be replaced even if the original warranty expired.



To be fair, he again didn't directly answer my question regarding the tax and shipping charges. I can only assume that Ledger covers those as well, but I am missing the needed confirmation from James.

In this particular case, the response time was really good.
I think it's a positive thing that if you brick your HW due to a fault of their own, just contact the support and you will get a replacement for free.
This gave me an idea for another test I am planning to perform with their support staff, but more about that another time. 

[sam00]

To be fair, he again didn't directly answer my question regarding the tax and shipping charges. I can only assume that Ledger covers those as well, but I am missing the needed confirmation from James.

Maybe they are indeed dodging that questions and when it comes to actually replacing a device you will have to pay shipping/taxes yourself. We can't know for sure until someone tells us, that has been in that situation.

I still think that Ledger handles this somewhat professional since they responded very quick imo. A lot of customer supports dont respond the same day.

Also reassuring that a software caused bug/error will be replaced no matter if theres still a warranty on the device.

However, I will still not update my Nano X. As far as I can tell, I would have to reconnect it with my phone after and I might get the screen bug so I will only update when I have to.

[Pmalek]

Maybe they are indeed dodging that questions and when it comes to actually replacing a device you will have to pay shipping/taxes yourself. We can't know for sure until someone tells us, that has been in that situation.

I think you have to pay those costs yourself initially. But if it's all covered by them, they should refund the user if you show them the proof of how much you paid.

However, I will still not update my Nano X.

The newest firmware upgrade isn't urgent. It doesn't fix a recently discovered vulnerability, so you don't have to worry about it for the time being. it's related to support for Taproot. If that is not something you need to use right now, just wait it out.

[SFR10]

Their support also replied just below the screenshot that you posted that all charges incurred for the replacement device will be refunded to the user by Ledger. If they refund all charges, that should include shipping and taxes as well.

To be fair, he again didn't directly answer my question regarding the tax and shipping charges. I can only assume that Ledger covers those as well, but I am missing the needed confirmation from James.

I think you have to pay those costs yourself initially. But if it's all covered by them, they should refund the user if you show them the proof of how much you paid.

Someone posted in their subreddit yesterday about "not receiving a refund" and despite not having enough details, perhaps it could be counted as a confirmation.

• Having said that, judging by the content of the above link and how quickly they've responded to your inquiries, it's safe to say they tend to ignore the tickets that require certain actions ^[SMH]:
  
  

  • I returned several Ledger Nano X's, and, according to the DHL tracking, Ledger received them on November 22nd. I am still waiting for my refund, and I have not heard back from customer service after submitting a request. My ticket ID is: 1168021

  • I also submitted a ticket 3 weeks ago and still haven’t heard anything back.. we might be waiting a while.

[Pmalek]

Someone posted in their subreddit yesterday about "not receiving a refund" and despite not having enough details, perhaps it could be counted as a confirmation.

I trust the people who post on Reddit as much as I trust Ledger announcements or the US soldiers who want to share their gold with me that they stole from Saddam. What I am trying to say is that I trust none of that until I find myself in a situation where I have to experience it myself or I know someone personally who experienced a similar case.

[dkbit98]

Someone posted in their subreddit yesterday about "not receiving a refund" and despite not having enough details, perhaps it could be counted as a confirmation.

This is just one example and I saw before similar complains being posted on their reddit channel, but refund is still a much better option than asking for device replacement.
It happened many times that customers received faulty device again and they had to pay extra for shipping, that is all well documented in reddit and anyone can find that in reddit history.

[sam00]

Someone posted in their subreddit yesterday about "not receiving a refund" and despite not having enough details, perhaps it could be counted as a confirmation.

Having said that, judging by the content of the above link and how quickly they've responded to your inquiries, it's safe to say they tend to ignore the tickets that require certain actions [SMH]:

It probably also comes down to how you communicate with them and if you're trying to be helpful or not.
I would assume that Pmalek was very polite when reaching out to their support and the general tickets are easier to answer.

Refunds and/or replacements can take a very long time. I've never gotten a replacement/repair of any electronic device I sent back to the manufacturer in less than 5-6 weeks I think.

Still though, they should at least answer the tickets but the redditor still has to provice proof of them submitting the ticket.. Anyone can claim that they've submitted a ticket multiple weeks ago because they are frustrated. If you ever work in customer support, you will realize that people will exaggerate a lot.

[dkbit98]

After checking ledger reddit channel I can say that people are still reporting this issues with battery on ledger nano X device,
but what is even more interesting is some NEW bugs that showed up along the way, and it had to do with important processes for using wallet.

Here is youtube video of first Ledger Nano X Bug, showing crazy fast jackpot number countdown:
https://www.youtube.com/watch?v=53FiVDKKV_w

Second longer video from the same guy, and one more guy posted that he also had the same bug:
https://www.youtube.com/watch?v=4LWu7-krP7I

This is what happened to one guy who connected his ledger nano X directly to power source with wall charger (not to his computer) when he started to generate 24 words.
I don't know if this is Klingon language or what, but I see he was not the first one to see this hieroglyphs during very important process of seed word generation.
Paying 119€ for this?   No thank you.


https://www.reddit.com/r/ledgerwallet/comments/rqdurs/was_setting_it_up_for_the_first_time_and_this/

[sam00]

hey @dkbit98 do you mind me quotin/posting your infos on our german ledger information/update Thread ?
I don't wanna steal/plagiate so I will fully quote your post. I just figured I'd ask beforehand but most of the germans won't see this Thread

[Pmalek]

@dkbit98
Dude that looks fake. What is that? A Ledger turned upside down with the screen and text mirrored?
The Nano X is upside down. That black button is supposed to go on the left. The metal cover part goes on the right.

See how Ledger just broke my Internet

[SFR10]

Here is youtube video of first Ledger Nano X Bug, showing crazy fast jackpot number countdown:
https://www.youtube.com/watch?v=53FiVDKKV_w

They should change their current tagline to something along the lines of "not just an ordinary wallet, protects your wealth while improving your speed and accuracy"

~Snipped~
https://i.imgur.com/G2AIk66.jpg
https://www.reddit.com/r/ledgerwallet/comments/rqdurs/was_setting_it_up_for_the_first_time_and_this/

Dude that looks fake. What is that? A Ledger turned upside down with the screen and text mirrored?
The Nano X is upside down. That black button is supposed to go on the left. The metal cover part goes on the right.

@Pmalek
I had the same feeling earlier, but after someone mentioned "you can change the orientation in the settings", I tried to find the correct orientation for the text, and the black button still appeared on the right side...

• This is the result when I flipped it horizontally > Then rotated it 180°: Result ^{[something is definitely off]}

[Pmalek]

This is the result when I flipped it horizontally > Then rotated it 180°: Result ^{[something is definitely off]}

This is done in shitty paint in literally 1 minute without paying any attention to the details. I have some basic Photoshop skills and I could make it better of course. Imagine working on the image for a few hours to make it look perfect and crystal clear. You can obviously see the copy-pasted box that I just pasted in. With enough time and skills, that's easily fixed.

[dkbit98]

Dude that looks fake. What is that? A Ledger turned upside down with the screen and text mirrored?
The Nano X is upside down. That black button is supposed to go on the left. The metal cover part goes on the right.

I see you have good skills in making fake stuff, so can you please reproduce that video with jackpot running numbers when entering pin code, can't wait to see that...  
Please check reputation, registration day and post history of  reddit account imm_uol1819 who posted that image.
He is not some jocker doing mirror images like you did, and other guy shevek65 said that same thing happened to him when he used a wall charger.
This is probably some power issue and because most people use PC connection they don't have so many reports about this.

Same thing happened me. Used a wall charger too. The screensaver icons looked a bit glitchy and some text was the same as yours, backwards. Seems fine now though. I have transferred bitcoin into it with no issues.

https://www.reddit.com/r/ledgerwallet/comments/rqdurs/comment/hq9q50u/?utm_source=share&utm_medium=web2x&context=3

PS
Using fotoforensics.com website I can clearly see that your image is edited, and original image posted by imm_uol1819 is legit.
Pixels tell the truth in this case, so you can spend days or months for this, but editing will still show up if you know how to look corectly.
Oh and you forgot some metadata on your photo...so better watch out about that in future

vs

[Pmalek]

I see you have good skills in making fake stuff, so can you please reproduce that video with jackpot running numbers when entering pin code, can't wait to see that...  

I wasn't able to watch the videos, seems like the uploader has deleted them already.

Please check reputation, registration day and post history of  reddit account imm_uol1819 who posted that image.
He is not some jocker doing mirror images like you did, and other guy shevek65 said that same thing happened to him when he used a wall charger.

Reputation means very little. Ledger had a good reputation before they pissed all over it. All I am saying is images can be faked. Whether or not they are, is a different story. The possibility of that happening is there. People can shill all kinds of things for various reasons. Rivals make their competitors look bad in all spheres of life. 

This is probably some power issue and because most people use PC connection they don't have so many reports about this.

Yeah, that could be it.

[dkbit98]

hey @dkbit98 do you mind me quotin/posting your infos on our german ledger information/update Thread ?
I don't wanna steal/plagiate so I will fully quote your post. I just figured I'd ask beforehand but most of the germans won't see this Thread

Hey sam00, sorry I just saw now saw your message.
Sure you can use any information found in my topics and post them in your local board, just post who the original source was.
Cheers

I wasn't able to watch the videos, seems like the uploader has deleted them already.

Yeah he did delete those videos, but you can still find his post on reddit.
It's a shame I didn't download those short videos, or archive them online as a backup archive (I might start doing that).

[sam00]

For the picture of the weird text on the ledger:
You literally just have to flip the image horizontally so I don't know whats up with that

source: https://www.reddit.com/r/ledgerwallet/comments/rqdurs/was_setting_it_up_for_the_first_time_and_this/ flipped 180° horizontally

@dkbit98 thanks, I will do that.

[SFR10]

or archive them online as a backup archive (I might start doing that).

You're in luck ^{[someone else already archived the first one]}: Link ^{[* update: It'll appear in a few days]
Note: I did a test and it seems it takes a few days for Youtube videos to appear on that website: Screenshot}
It appears that the never-ending battery issue is back:

• A brand new Nano X purchased 20 days ago still have battery issues (with the latest firmware, the battery charge drop from 100% to 0 in two minutes).

  They say the are not selling faulty Nano X, but they are. Enjoy your working nano and let people like me avoid months of struggles ordering a different wallet.

I believe this is the first time that I've ever seen "special effects appear on its screen"

[Pmalek]

You're in luck ^{[someone else already archived the first one]}: Link

Unfortunately, that doesn't seem to work either. It's only showing me an error message saying that Wayback Machine has not yet achieved or indexed the video yet. Too bad.