Learn how to handle cases that the customer reports broken tablet holder and how to order the correct replacement items
Design Iterations - Problems
Initial Tablet Holder
We use a custom-designed part to connect the tablet holder to the RC. There were several cases reported that the tablet holder was breaking. Therefore, the design of this adapter piece was iterated to reduce stress on the tablet holder itself and provide a more robust solution.
Version 3.0 - released Dec 2019
First design iteration with trident.
Design flaw identified after customer and internal breaking: if the holder is pushed with force downwards, then a lot of force is applied on the screw which can lead to cracking.
Version 3.1 - released Feb 2020
Fixed breaking around screws but new issue appeared. The tablet holder is mounted too close to the RC screen, therefore it can break if the tablet holder is open during transport (2 customer cases).
Version 3.2 - released May 2020
Now all above mentioned issues should be fixed.
Customer handling
We do not proactively replace tablet holders, but we replace them under warranty for the customers reporting a failure. Ask the customer which tablet holder version he has. This will help us identify if there is a further issue with the latest HW version.
The HW version can be found on the inner side of the tablet holder (orange rectangle below).
When shipping the replacement, we need to identify which version needs to be shipped, as there are different RC designs. To do this follow the instructions below:
1. Ask the customer to measure the hole diameter on the RC attachment point, as depicted below:
- if the hole diameter is 23.5 mm, order on Hubspot the [SUB-RCTAB] Tablet holder subassembly with [1080] S version
- if the hole diameter is 25.5 mm, order on Hubspot the [SUB-RCTAB] Tablet holder subassembly with [1077] XL version
The items are ordered through the comment field. There is no SKU for this item.
2. After the customer receives the replacement item (preassembled holder consisting of all parts ), they have to unscrew the two small screws on the RC stirrup and fix the same of the new one.