What is the support process for getting a device fixed.

[misha25]

I bought an Omate TrueSmart from a backer that didn't want it anymore and looks like the SimCard slot is not working. I tried emailing [email protected] as well as reach out to a contact the original owner had but no response as of yet. Any help would be appreciated.

My model is the DEV 1gb/8gb

thank you,

mike

 

[kuronosan]

How is it not working?

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[misha25]

How is it not working?

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Well the simcard is not being recognized but I think it's hardware since it supposed to let you take the sim card out via the "spring" motion but it just grabs it without letting me eject it. Otherwise it's fine but really useless outside of the house since I can only do wifi to use it as Bluetooth is not usable to tether to the phone to use it.

 

[kuronosan]

How did you put the SIM inside? Notch towards the unit, with chip face up to the screen?

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[misha25]

How did you put the SIM inside? Notch towards the unit, with chip face up to the screen?

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followed the directions online. there is a video of the process. there is just no spring action. in that type of sim insert configuration there should be a way for it to come out when pressing. some phones i have seen that on. i guess there is nobody here from Omate to assist. i have emailed and no response.

 

[misha25]

How did you put the SIM inside? Notch towards the unit, with chip face up to the screen?

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Here is the video i mentioned.

http://www.youtube.com/watch?v=NvLohkq691c

See how his sim card pops out and has the springy action mine just goes in with no spring hence i think it's a hardware issue.

 

[kuronosan]

I actually wrote the user manual. That's why I was asking.

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[misha25]

I actually wrote the user manual. That's why I was asking.

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Oh ok. I didn't have a user manual included when i purchased it. I got the watch in the original cased box with the pillow and the card signed by the CEO as well as the extra battery and screws. I can provide whatever you need as far as proof but I asked the original owner and he advised me he never put a sim in it. I also notice on the lower left corner there is lite leaking from under the sapphire glass.

If I have no hope of achieving any support for the device since I am not the original "kickstarter" backer then I will just sell it since I paid more then the bought it for sure.

thanks again for your quick reply Kuronosan

Mike

 

[trent999]

In that video, the sim is never shown correctly inserted into the TrueSmart. If it springs back out any, it was not pushed in far enough to latch. When fully inserted and latched, no part of the sim chip is still visible outside the slot. To get it out, push it even further in with a tool or fingernail and it will pop out to the point where is shown in Kurt's video and then can be tweezed or scraped out.

Having the sim inserted partially like in the video might work for some TrueSmarts, but it did not for mine. Once I got past that on my watch, my T-Mobile sim started functioning immediately and continued to do so without any issues.

Sent from my Nexus 7 using Tapatalk

 

[misha25]

In that video, the sim is never shown correctly inserted into the TrueSmart. If it springs back out any, it was not pushed in far enough to latch. When fully inserted and latched, no part of the sim chip is still visible outside the slot. To get it out, push it even further in with a tool or fingernail and it will pop out to the point where is shown in Kurt's video and then can be tweezed or scraped out.

Having the sim inserted partially like in the video might work for some TrueSmarts, but it did not for mine. Once I got past that on my watch, my T-Mobile sim started functioning immediately and continued to do so without any issues.

Sent from my Nexus 7 using Tapatalk

i did put it all the way in and still did not see the sim. once i can't get it out i habe to open it and remove the back. also the screws are starting to strip. do you get lite leakage on lower left corner?

 

[trent999]

i did put it all the way in and still did not see the sim. once i can't get it out i habe to open it and remove the back. also the screws are starting to strip. do you get lite leakage on lower left corner?

I am sorry yours does not work right. I had hoped I could help since I had been a little misled myself, initially,by the video you linked to.


I got no similar light leaking, though there was a report with a photo of someone else who did, on the Omate forum that is now down I think. There was some speculation that such a light leakage might indicate that individual watch was not likely even vaguely water-resistant.

My only issue on my 1/8/1900 DevEd Nov watch is that it runs at a maximum of 1gHz instead of 1.3gHz. I have resisted testing the water-resistance and have not opened the back yet. I would like it to run at full rated speed, but have not initiated a warranty claim yet because I feel like the Omate folks do not yet have the resources to respond. I suspect that a lot of the watches in the early Feb USA shipment are running at 1gHz max.

 

[misha25]

I am sorry yours does not work right. I had hoped I could help since I had been a little misled myself, initially,by the video you linked to.


I got no similar light leaking, though there was a report with a photo of someone else who did, on the Omate forum that is now down I think. There was some speculation that such a light leakage might indicate that individual watch was not likely even vaguely water-resistant.

My only issue on my 1/8/1900 DevEd Nov watch is that it runs at a maximum of 1gHz instead of 1.3gHz. I have resisted testing the water-resistance and have not opened the back yet. I would like it to run at full rated speed, but have not initiated a warranty claim yet because I feel like the Omate folks do not yet have the resources to respond. I suspect that a lot of the watches in the early Feb USA shipment are running at 1gHz max.

trent999 i appreciate the feedback i will try one more time with the sim but maybe wait for some responses

 

[misha25]

In that video, the sim is never shown correctly inserted into the TrueSmart. If it springs back out any, it was not pushed in far enough to latch. When fully inserted and latched, no part of the sim chip is still visible outside the slot. To get it out, push it even further in with a tool or fingernail and it will pop out to the point where is shown in Kurt's video and then can be tweezed or scraped out.

Having the sim inserted partially like in the video might work for some TrueSmarts, but it did not for mine. Once I got past that on my watch, my T-Mobile sim started functioning immediately and continued to do so without any issues.

Sent from my Nexus 7 using Tapatalk

Well i tried again this morning and still nothing. I think it's a hardware issue but my guess is that I am SOL as the only response i got today was an email with a PDF of the users guide. Money down the drain ..


Mike

 

[kuronosan]

You will need to take it apart. Kurt has a video of how to do maintenance.

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[misha25]

You will need to take it apart. Kurt has a video of how to do maintenance.

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Well i followed the steps so i can take my sim card out otherwise I would not be able to use my regular phone. The matter is still the issue with the sim card not working and now the lite leakage. Why is there no response from the company that is manufacturing these devices.

If someone tells me listen you were not the original backer so we can't assist you I will forget about contacting them anymore and would just write this off as a loss. It's a shame as it's a really nice device and I spent over $250 for it so it sucks that I am at a loss.

thanks,
Mike

 

[Lokifish Marz]

Well i followed the steps so i can take my sim card out otherwise I would not be able to use my regular phone. The matter is still the issue with the sim card not working and now the lite leakage. Why is there no response from the company that is manufacturing these devices.

If someone tells me listen you were not the original backer so we can't assist you I will forget about contacting them anymore and would just write this off as a loss. It's a shame as it's a really nice device and I spent over $250 for it so it sucks that I am at a loss.

thanks,
Mike

They get hundreds of emails a day. With as small as their staff is, it's two maybe three people having to answer those emails, label and ship units as well as other duties.

As a point of comparison , when I worked as a warranty certified tech for Acer, it took 8-12hrs of sitting on hold just to get them to answer a phone call.

Question, does your SIM look like this when installed;
Orientation
Insertion
Installed

 

[kuronosan]

Well i followed the steps so i can take my sim card out otherwise I would not be able to use my regular phone. The matter is still the issue with the sim card not working and now the lite leakage. Why is there no response from the company that is manufacturing these devices.

If someone tells me listen you were not the original backer so we can't assist you I will forget about contacting them anymore and would just write this off as a loss. It's a shame as it's a really nice device and I spent over $250 for it so it sucks that I am at a loss.

thanks,
Mike

Woah how much did you spend and who did you buy it from?

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