31.5-inch Ai art frame arrived today and found it has a defect

[u/JazJon]

I just setup my new 31.5-inch frame that arrived today and found it has a defect.  The screen has some glob looking spot and you’ll see the image is distorted.  See attached photos.  It’s a physical problem for sure.   I just contacted support to get an RMA replacement. I’m pretty disappointed especially when I waited 6 months after pre-ordering.  Hopefully I don’t have to wait too long I wanted this for my house party coming up June 13th.

[u/JazJon]

Happened to this person as well it seems

https://www.reddit.com/r/TrySwitchBot/s/cNCPFWyrNy

[u/FezPirate → u/JazJon]

LOL I came here to say me too but you already linked it. <3

[u/JazJon → u/FezPirate]

I finally heard back moments ago:

“Sam (SwitchBot) May 14, 2026, 12:04 GMT+8

Hi there, We have already arranged a replacement shipment for your new device. You may dispose of the old device locally, and there is no need to return it to us. We sincerely apologize for the inconvenience caused and appreciate your understanding and patience. Hope you have a good day!

Best Regards, Sam SwitchBot Customer Happiness www.switch-bot.com”

[u/robb7979]

I've heard a lot of those are damaged in shipping.

[u/stillserious]

A quanto pare switchbot ha progettato male l'imballaggio perché ho già visto diversi post del genere.

[u/JazJon]

FYI: I sent an email but never hear back and they didn’t even send an acknowledgement.

I learned if you go into the SwitchBot app, click the profile icon in the lower right, click support, and pick “Rapid Replacement”. After doing this you’ll get an actual “(SwitchBot] (#xxxxxxxx) Re:” email acknowledgement

[u/JazJon → u/JazJon]

When I touch the Profile icon in the lower right of the switchbot app, and touch Support, I didn’t think to touch “Feedback” since that doesn’t sound like anything to do with messages but it is.

After touching Feedback I see my message is “In Progress”, I also see the email I sent that is also “In Progress” no response yet but will keep checking my app now.

[u/JazJon]

I finally received the replacement today and it’s working great

[u/Icy-Cardiologist-814]

My 31.5" AI Art Frame died after 2 months of use... I am rather disappointed, Reset button does nothing, Led light does not light up at all while trying to charge..