Dear [Recipient First Name| Fallback], We are writing to inform you of an important issue related to your 18R2 LiPo Upgrade Kit. Since its release, this upgrade has been used reliably by thousands of customers. However, in the past four weeks, we have received six reports of an issue where the 18R2 with the LiPo upgrade may power off or power cycle mid-operation. While these reports represent only 0.3% of the over 2,000 units shipped, the critical nature of the issue has prompted us to take immediate action. Following these reports, we have conducted hundreds of hours of internal testing. While we have not been able to replicate the issue, we have identified several areas of design that, once updated, will eliminate any risk. A full redesign of the LiPo Upgrade Board is already underway. |
Dear [Recipient First Name| Fallback], We are writing to inform you of an important issue related to your 18R2 LiPo Upgrade Kit. Since its release, this upgrade has been used reliably by thousands of customers. However, in the past four weeks, we have received six reports of an issue where the 18R2 with the LiPo upgrade may power off or power cycle mid-operation. While these reports represent only 0.3% of the over 2,000 units shipped, the critical nature of the issue has prompted us to take immediate action. Following these reports, we have conducted hundreds of hours of internal testing. While we have not been able to replicate the issue, we have identified several areas of design that, once updated, will eliminate any risk. A full redesign of the LiPo Upgrade Board is already underway. |
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- The Remote Itself Remains Safe to Use: This issue is isolated to the LiPo Upgrade Board, not the 18R2 remote or the LiPo battery itself. The 18R2 will continue to function as normal when powered by AA batteries.
- No Need to Return Any Equipment: You do not need to send anything back to COBRA.
- Temporary Solution Available: We’ve created a simple step-by-step guide for temporarily bypassing the LiPo upgrade board. This involves repositioning a few plugs to eliminate the risk of power interruptions.
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- The Remote Itself Remains Safe to Use: This issue is isolated to the LiPo Upgrade Board, not the 18R2 remote or the LiPo battery itself. The 18R2 will continue to function as normal when powered by AA batteries.
- No Need to Return Any Equipment: You do not need to send anything back to COBRA.
- Temporary Solution Available: We’ve created a simple step-by-step guide for temporarily bypassing the LiPo upgrade board. This involves repositioning a few plugs to eliminate the risk of power interruptions.
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What We’re Doing to Fix the Issue: |
What We’re Doing to Fix the Issue: |
We are actively redesigning the LiPo Upgrade Board to ensure it is more robust and reliable while maintaining all existing functionality. Once the redesign is complete, we will ship replacement boards to all affected customers free of charge. Our goal is to have these replacements delivered prior to the July 4th season. |
We are actively redesigning the LiPo Upgrade Board to ensure it is more robust and reliable while maintaining all existing functionality. Once the redesign is complete, we will ship replacement boards to all affected customers free of charge. Our goal is to have these replacements delivered prior to the July 4th season. |
We strongly recommend using the temporary bypass to avoid any risk of power interruptions during operation. Detailed instructions can be found on our support portal: |
We strongly recommend using the temporary bypass to avoid any risk of power interruptions during operation. Detailed instructions can be found on our support portal: |
At COBRA, we understand how much effort, time, and passion you put into every show. While this issue affects only a small number of units, the critical nature of the problem means we must act decisively to ensure it doesn’t disrupt the experience you’ve worked so hard to create. We deeply appreciate your understanding as we work to resolve this issue and ensure the reliability of your equipment. If you have any questions or concerns, please don’t hesitate to reach out to us at help@cobrafiringsystems.com. Sincerely,
COBRA Firing Systems |
At COBRA, we understand how much effort, time, and passion you put into every show. While this issue affects only a small number of units, the critical nature of the problem means we must act decisively to ensure it doesn’t disrupt the experience you’ve worked so hard to create. We deeply appreciate your understanding as we work to resolve this issue and ensure the reliability of your equipment. If you have any questions or concerns, please don’t hesitate to reach out to us at help@cobrafiringsystems.com. Sincerely,
COBRA Firing Systems |
| NEED HELP? | | COBRA Help Portal | help.cobrafiringsystems.com | | E-Mail Support | help@cobrafiringsystems.com | | U.S. Based Phone Support | 518-741-4300
(9AM - 5PM EST, Monday - Friday) | | COBRA Live Chat | cobrafiringsystems.com
(9AM - 5PM EST, Monday - Friday)
| | Emergency 24/7 Support | 929-930-6868 | | COBRA offers a 24-hour support system for on-site emergencies. If you are on a shoot site and encounter a show-stopping issue, please reach out to us via phone at 929-930-6868 with your name, contact number, and a brief description of your issue. A technician will contact you within 5 minutes. We ask that you please only use this service if you are on a shoot site and need immediate support. Please do not use this service for general support. Instead, use one of the other contact methods and note your urgency. |
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COBRA Firing Systems LLC | 16 Commerce Park Dr., Suite B, Gansevoort, NY 12831 |
COBRA Firing Systems LLC | 16 Commerce Park Dr., Suite B, Gansevoort, NY 12831 |
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