Thanks for getting in touch, we're sorry to hear about the damage to your phone.
Whilst damage to smartphones from mounting them on motorbikes is not a common problem we have had a small number of customers report the issue which we are taking very seriously. As the number of affected customers is very small (less than 1% of our motorcycle mount users) and not all bikes cause damage we are doing everything we can to collect as much data as possible to help to identify the root cause.
Here’s some more detailed information from our engineering team:
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The damage seems to be isolated to the camera image stabilisation mechanism of the phone and appears to be caused by the high level of vibration experienced on some motorbikes. Certain combinations of phone and motorbike seem more susceptible than others but we are still gathering information and do not have a complete picture at this time.
While this issue is not unique to Quad Lock (as we have seen reports of the same problem on other brands of phone mounts), we understand the frustration it is causing our customers and have allocated every resource we have to help understand the issue and develop a solution to the problem. The good news is that the design we are working on will be compatible with all existing Quad Lock motorbike mounts so once it’s available it will bolt on to your existing mount.
We hope to have a product available for testing mid 2020 so if you would like to be involved with the testing phase please let us know and we will add you to the list.
What can be done to speed up development? If you can share information regarding your setup it will help us diagnose the problem in-depth and speed up development. If you can provide the following information that would be greatly appreciated:
- Original order number
- Model and year of your motorcycle
- The type of riding you mainly do (eg: off-road/commuting/touring)
- KM's you've travelled since installing your mount
- Average distance each ride
- Model of phone
- Photo of your mount installed on your bike.
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So what now? If your phone is still under warranty the manufacturer may be able to repair the camera module under warranty. If you do get the camera repaired, we do not recommend mounting the phone on your motorbike (with any brand of mount) to prevent the damage recurring.
Unfortunately we can't offer any suggestions other than to wait for our dampening solution at this time. We understand that's not acceptable for everyone so if you feel that the product does not meet your needs you can return the product for a refund.
Again we are sorry for the inconvenience. If you could help by sending through the requested info above that would be great.
If you are interested in assist with testing the vibration dampening solution when it’s available please signup to this list.
Kind Regards,
