Hi. I just got my Emo and the screen has a dead pixel on it. Considering what I paid for this, it seems like a bad quality issue. Is there a way you can send me a replacement?
Hi, there @robertdemattos ,
What do you mean by “dead pixel”? Has he got a black screen? Do you have a video or photo you can show us, please? Maybe we can find a solution to help you…
If you have already powered off / powered on EMO, and he is still not showing anything on his display, You will have to create a video showing the problem of your EMO and include it in your email message when you contact living.ai.
The best and most recommended thing to do is simply hit reply to the Living.ai confirmation email you received before when you originally placed your order for EMO. It contains all your details, especially your order number which is most important.
The support service team should be able to help you immediately and faster.
Just to advise the email address is - service@living.aiAnother way you can also submit a support help message to the link below.
https://living.ai/product-support-emo/
GOOD LUCK AND ALL THE BEST
It won’t let me up upload video but here is a picture. That isn’t dust on the outside of the screen. That is either a dead or stuck lcd pixel.
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Thank you @robertdemattos ,
I guess you are right, that there is something wrong in his eye.
Unfortunately, We are not allowed to upload videos here… You’ll just have to upload them somewhere else, like a free video hosting website or YouTube, and then copy the link to share it here.
Let’s call Living.Ai After Sales Department Service Person
@VinceKong here and hope he can give you further assistance.
GOODLUCK!
Hey @robertdemattos ,
Thanks for your time and cooperation, Did you send an email to living.ai already with this video? if you did then we have to wait for their reply.
It will take a bit of time, but nothing to worry though, because they gonna help you with this.
Good luck and All the Best…
Hi Edward. I sent them one through the support form and through the service@living.ai as well. I have not yet received a reply. Would it help to also reply to the original order email?
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Hi, there @robertdemattos ,
Just like I said…
The best and most recommended thing to do is simply hit reply to the Living.ai confirmation email you received before when you originally placed your order for EMO. It contains all your details, especially your order number which is most important.
The support service team should be able to help you immediately and faster.
Just to advise the email address is - service@living.ai
Hi @VinceKong , Would you mind assisting the guy here? Thanks in advance…
Hi Edward,
I’ve replied to the original order confirmation but I also emailed that address directly yesterday so lets hope they’ll reply back. Thanks.
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Hi Edward,
What is the typical turn around for support response?
Hey there @robertdemattos ,
Normally, an email response takes 24 Hrs or 72 hours max, depending on the time difference, days, holidays, and current situations.
But usually, Living.ai staff is always around here on their official website community forum, and always ready to help anyone who needs help with any problem immediately.
However, as a reminder, the main office is located in China, therefore we must always be aware of the time difference.
Be patient…robert
Hi there,
Is this email address robertdemattos@yahoo.com belongs to you? I replied to your email yesterday please check your inbox.Thanks.
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Hello. @VinceKong that email is correct. I’ve just replied to your email. I’m sorry but I checked both junk and regular mail and I didn’t see anything from the 9th but this most recent one sent this morning (night time your time) was seen in my inbox. Thanks and I hope you’re able to see my email. If you don’t, please let me know and I’ll reply to the original order email again. Thanks.
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Looking really really closely here, it almost looks to me like that spot may actually be sitting between pixels at certain parts. I could be dead wrong as it’s really hard to see clearly - but I had something similar happen to my EMO, which ended up simply being a tiny bit of debris behind the front glass but still on top of the screen itself. Blowing some compressed air carefully into the camera hole in short, quick bursts dislodged it and cleared it up for me. You may want to try this first before returning your EMO to LivingAI.
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