Repair - softerhardware/Hermes-Lite2 GitHub Wiki

There is an agreement between Makerfabs and kf7o that problems with the Hermes-Lite 2, N2ADR filter board or enclosure are diagnosed in the Hermes-Lite Google Group before returning any of these products to Makerfabs. If you believe there is a problem with your Hermes-Lite or related hardware product, the expected process is:

  1. Post your problem to the Hermes-Lite Google Group. This should happen within 45 days of shipment. Include your date of shipment in your post.
  2. Wait for responses. Since this is a volunteer group, responses may take up to one week. If your issue appears resolved, you may not see additional responses. Ask again if unclear.
  3. Follow the advice in the responses. Many of the perceived problems turn out to be operator error. It can be challenging to setup the software and network.
  4. Only ship your Hermes-Lite or related products back to Makerfabs if instructed by kf7o or Makerfabs. For some types of repair, especially if in North America, you may be requested to send your Hermes-Lite directly to kf7o. Any unsolicited packages sent to kf7o will be returned unopened. Usually only the HL2 board in static bag should be sent to save on shipping.
  5. You can choose to be reimbursed for return shipping costs.
  6. If there is no reponse or resolution in the Hermes-Lite Google Group after 45 days of shipment, contact Makerfabs directly to initiate the Makerfabs warranty process within 60 days of shipment.
  7. If your problem occurs after 45 days of shipment, but within 60 days of shipment, conctact both the Hermes-Lite Google Group and Makerfabs as described above. During this 15 day window, we will all work together to resolve your problem with possible flexibility.

Note that removing or adding any component with a soldering iron can void your warranty. There is a wide range of soldering skills in the community and it is possible to damage the board with improper technique. Customers should assemble and use their HL2 as is for the full warranty period before considering any modification.

This whole process may take up to 8 weeks. Be patient and kind. Remember this is a small operation with mainly volunteer support.

Makerfabs does configuration and screening tests before shipping, and does not ship defective boards. Sometimes things break during shipping or after some more extended use. Read about the bathtub curve. After selling over a 1000 units, a failure rate of 2 or 3 out of every 100 units in the first few weeks is what we typically see.