If you're having trouble with your Nitehawk 36 board, you might find important info here.
If you have extra questions, please feel free to write an email to info@alchemy3d.de or feel free to join our Discord server by clicking on this bad boy: Discord

What's up with LDO Nitehawk 36 board?

Sadly we are currently facing quite a few issues with Nitehawk 36 boards from LDO and they are aware. Work on a solution is well underway and we're trying to fix every single issue.

So what's the plan?

LDO is expecting to have a fix and replacement boards ready within 2 - 3 months (stated middle of August). Currently we don't know how far along this process is.

This means a few things:

• We currently cannot replace your board with a functioning unit (sorry :( )
• We do not know exactly when we can send you a functioning replacement (also sorry)
• We do not know exactly how the fix will look (dang!)

So what are you even doing?

What we can currently do is outline our approach to fixing the problem. We were a bit quiet on what we wanted to do. This is due to the big financial uncertainty brought by this issue. LDO released a statement and we had to evaluate if it's even possible to offer what LDO promises. We did think about it and given the fact that our customers are f$#(ing awesome (thanks guys!), we have been met with a lot of understanding.

Running a store is a lot of work and comes with a ton of risk and only a mediocre amount of reward. Most of our customers immediately expressed that they can gladly wait for the replacement and so we decided to follow through with what LDO outlined for the biggest part.

Our basic plan is as follows:

• If your unit is not functioning you have a few options
1. You get in touch, we will refund you and arrange a return
   This will mean you get your money back and can find a suitable replacement to get your device running ASAP. You will however not be eligible for immediate replacement once the fixed batch is ready and have to repurchase like every other mortal being if you wish to acquire a new unit.
2. You get in touch and decide to wait
   In this case you will be sent a replacement unit once the fixed batch is ready. We will inform you by sending you an order confirmation for the replacement. Tracked shipping, insurance, all the fancy stuff. You won't need to send back your unit and can keep it. 2 for 1! Great! Just that one is probably not working too well, but at least the new one should.
3. You don't get in touch and thus wait (or forget about it entirely)
   In this case it will be handled like option 2. You will automatically be sent a replacement once they arrive. The only difference is that people that voiced issues might get theirs earlier (cause they obviously have problems!). You don't have to become active in order to get the replacement, you will still get a fully tracked, insured delivery and all the fancy bells and whistles. This is your surprise replacement, almost like Santa, just without the red suit (most of the couriers we ship with are dressed in yellow).
• If your unit is not defective there are basically these options
• You don't get in touch, you get a replacement anyway, deal with it.
• You do get in touch cause you're scared it might break, in this case: look above. You can either ask for a replacement once they are there or send it back and get a refund.

So does that mean you guys got us covered all the way?

Well, yes, obviously.

This is not your fault (in fact it isn't even ours) and LDO is pretty transparent about covering all incurred damages. We will pass on what we can pass on.

If you have questions please don't hesitate to use any of the above options to get in contact, we will make it right as well as we can!

What about the fancy vouchers, LDO promised?

This is one thing where we're currently struggling. There is one simple reason for that: We don't really carry too much LDO stuff yet.

If you are interested in a voucher like this, we will probably have to get in touch with LDO to see if there is another vendor that can handle this. If not, we might try to get LDO to cover this with any other of our products but we currently can not make promises as to what is on the table here.

Should we list more LDO products, rest easy, you will be able to get a voucher for those. Should we not, get in touch, ask us, we will see what we can do.

Will your shop die cause of this?

No

Will you guys starve cause you don't have any money cause of this?

No

Can we do anything to help you?

Yes! Be understanding, work with us and don't get mad.
I know it's an annoying topic but we're doing our best here and our hands are basically tied behind our back.

If you have a non functioning machine cause of this, get in touch, maybe we can assist you with advice or something. The Discord community we have going currently is very helpful and has a few pretty smart people floating around.

What else?

This is pretty much it. I didn't even expect you to read this far.

Thanks for your attention tho, have a great day!