Can anyone offer advice on this? I am fairly sure TP-Link response is not lawful and they will lose when I take them to small claims court, but if a more sensible person at TP-Link can intervene they could save TP-Link on time and legal costs.
Note - No response at all to returning the controller after I sent them the pictures, they just repeat the same line about warranty being void if customer cuts the LED strip. I don't think they understand UK Consumer Rights Act 2015. And I think they will try to charge me to return the faulty product which is also unlawful, UK law states the seller pays. But now I'd rather return for a full refund as I've now seen other customers on this forum saying the product will likely fail in a few months anyway.
It only takes them offering a return and refund on the product and I will leave it there.
My email to TP-Link (13 Jan 2025):
I ordered two sets of Tapo
L930-10 (Smart wifi LED strip 2x5m) on 6 Dec 2024, via the Tapo uk website.
When I tried to set them up, the controller performed an update which failed and the controller refused to wake up, despite following instructions about holding the button for 10 seconds to reset. It was completely non responsive no matter what I did.
I used the controller from the second set to complete the installation. This controller also required an update, with went through using the app with no issues.
I had stuck down one 5m strip which I had tested and found was working, then disconnected and cut a short length off the end in the place marked, using sharp scissors. When I reconnected the strip and turned the power on, the strip appeared to blow and after lighting up very briefly stopped working. The second strip worked with no problems, although I did not want to take a chance cutting this one, having seen the first one fail.
So I would like to return one set as I have a controller and light strip which appear to be dead. I have tested them and cannot find any way to bring them back to life, despite following all the trouble shooting steps suggested in the instructions.
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TP-Link:
Thank you for reaching out and providing detailed information about the issue you're experiencing.
We understand your frustration with the product, and we'd like to clarify a few points regarding the Tapo L930-10 smart LED strip:
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Cutting the LED Strip: You can cut the light strip at specific points marked with a scissor icon. However, once the strip is cut, it cannot be re-attached or restored to its original condition.
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Warranty Consideration: Please note that any modification to the light strip, including cutting or altering it, will void the warranty.
Regarding the controller issue, it seems that the update might have caused an issue with the first one.
Please provide a photograph of the device that is currently not receiving power, as well as a copy of the associated invoice. This documentation will assist in our review and further actions regarding the matter.
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Me:
I have attached invoice and picture of controller not working.
The instructions for this device clearly demonstrate where to cut the led strip, which I have done correctly.
There is nothing in the warranty information about voiding the warranty when you cut the LED strip that I can find. Please show me where this is stated.
I've bought over 20 products from Tapo/TP-Link in the past. It is very disappointing to hear your response over this.
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TP-Link:
We would like to clarify that any modification to the light strip, including cutting or altering it, will void the warranty. Our warranty policy does not cover products that have been modified in any way, and we advise against making such changes to ensure continued support and functionality of the device.
We apologize for any confusion and understand your disappointment. However, we must adhere to these guidelines in order to maintain the integrity and performance of our products.
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Me:
Can you tell me where you advise this? Your own instructions literally state where and how to cut this particular product, and there is no mention whatsoever that it will affect the warranty.
If it were a warranty exclusion then I'd at least expect to see it in writing somewhere, not stated after the fact in an email.
You have gone to the trouble of putting stickers on the LED light strip reel that advise user to unreel the full strip before powering up. Maybe it would be wise to put a warning on the product that following your product instructions will void the warranty?
I can see other users have had the same problem and think your customer service is appalling.
I have attached photos of the product. It is very clear that you say the product is cuttable. I have followed your instructions.
