Sams issue here. Replacement??? It took them months to send the oven!!
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Its ridiculous that they cannot do it over the air, somehow the oven is still connected to the app.
Update from Reddit user:
after sending the address for the replacement i got this:
Thank you for getting back to me with the information. I’ve just received an update, and we’d like to try one more troubleshooting step. If it doesn’t resolve the issue, we’ll proceed with a replacement. We’re currently finalizing the troubleshooting instructions and will share them with you as soon as possible. We truly appreciate your patience and kind understanding.
What troubleshooting issues, I got nothing
My oven was bricked too. I asked for a replacement and was told they wouldn’t send a replacement as it would suffer the same problem. So it sounds like all their ovens connected to the internet are bricked, at least from the current batch.
I’m in the UK and the Sale of Goods Act requires that sellers provide a full refund for goods that don’t work as described within 30 days of receipt. I suspect the CS guys will fight it, but I’m without an oven and don’t trust a quick resolution.
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Im without an oven too if I didn’t have a gas hob I would starve
I don’t see how it would suffer the same problem - the offending firmware update has been withdrawn.
Unless their whole APO 2.0 firmware process is monumentally broken.
The customer service silence is absolutely deafening and disgusting
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Has it been actually pulled? A user reported his new oven got bricked yesterday morning.
I don’t think they actually removed it from their servers.
@PBA I presume it’s been withdrawn. I’m not confident of anything where Anova is concerned!
You’ve all received this e-mail, probably:
Important: Firmware issue affecting some Anova ovens
We discovered an issue with a firmware update that may have affected your oven. On Monday, July 28th, we released a firmware update that caused roughly 145 ovens to fail - displaying only a black screen after startup. We caught this quickly and pulled the update but your oven may have been affected.
How do I know if I’m impacted?
After plugging in, if you see the Anova logo followed by a black screen, your oven has been impacted by this issue.
What should I do?
We’re working to fix your oven remotely through another firmware update. However, we don’t know how long this might take, so we’d like to offer you a full refund if you’d prefer not to wait.
Please contact our support team by replying to this email or reaching out to support@anovaculinary.com with the following information:
Your serial number (on the back of the oven)
Your order number
This shouldn’t have happened and we’re committed to making this right. We’re also putting additional safeguards in place to prevent firmware issues in the future.
Thanks for your patience as we work through this.
Team Anova
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Thank you. Nope, for some reason I haven’t received that yet.
Mine is the same since yesterday, waiting for a response from customer support but I guess it will be refund or replacement. Amazing that they can mess up a product so badly from afar.
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Same with my 2.0 eu version
Can it even be fixed with an over the air update seriously
not mine as its not on the network anymore, app says its unreachable. What I dont understand is if they have pulled the firmware and they send you a new unit - how can that unit be affected by this problem (as they say)? I’m in the UK, be interesting to know where other users are to see if its the non-USA ovens that are affected.
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The latest email @6.58PDT
I have an important and positive update regarding the issue with your Oven. Our engineering team will attempt a remotely fix via a firmware update.
To prepare for this fix, please ensure your Oven remains plugged in and the WiFi router paired with your Oven is online. This will allow the oven to receive the update automatically once it is pushed by our team.
I will be following up with you again shortly to provide the specific date and time window for this update to occur.
We apologize for the lengthy resolution process and any inconvenience this has caused.
This is rather annoying as in my reply to the previous support email I told them the Oven wasn’t on the network. So the customer service person has completely ignored (or not read) what I told them in my previous email.
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I mean mine is recognised by the app?, it just doesnt obey to commands
What’s bothering me is that these people are pushing updates without our consent.
There’s an update now but after it tries and tries it says connection lost.