Miku Monitor Replacements
We recently became aware that some of our Miku Pro monitors stopped working unexpectedly. We immediately investigated and traced the cause to a Nov. 15, 2022, firmware update that unintentionally began to consume the monitor’s available on-board memory.
This condition, if it occurs, will be obvious. The monitor may not power on at all, or it may power on but fail to boot up. (You will see flashing LEDs, but otherwise the monitor will be unresponsive). This issue affects only those Miku Pro monitors that were in operation and received the firmware update between November 15, 2022, and April 10, 2023. On April 11, 2023, we released a new firmware update that remedies the root cause of the issue. Any Miku Pro monitors that were first paired or activated on or since April 11, 2023, or have not yet been paired or activated, are not affected by this issue. We have notified by email everyone who used a Miku Pro monitor that may be affected.
If you own an affected monitor, Miku will replace it at no cost to you. Here is what you should do:
IF YOUR MIKU PRO HAS STOPPED WORKING
You will have received a letter from us via email identifying your Miku Pro as one of the units that has stopped working or may stop working and directing you to this website. Please follow these steps to complete your replacement:
- Please complete the form below with the requested information.
- Once customer service processes your request, we will send you a working replacement unit by FedEx. You should receive your replacement within a week.
- We also will send you a prepaid FedEx return label so you can return the non-working monitor to us for proper handling. After receiving the new monitor, please return the unit to us within 48 to 72 hours.
- Using the packaging from the replacement unit, place the non-working unit securely inside and seal. Please return the camera unit only. No other accessories are needed. Kindly pack the camera as tightly as possible.
- Remove or cover any existing shipping labels and attach the return label.
- Drop the package at any FedEx location. You can find your closest FedEx location here.
- Contact support@mikucare.com with any questions.
IF YOUR MIKU PRO IS STILL WORKING:
You should continue to use your monitor normally. Should it fail to function in the future, you can begin the return process as described above. You may choose to begin the return process now; however, because we are prioritizing the replacement of non-working units, it may be a month or more before we are able to ship you a replacement. Contact support@mikucare.com with any questions.
We sincerely are sorry for any inconvenience or concern this issue may cause you. Please know that we take our commitment to you seriously. We are doing everything we can to make things right, to be transparent, and keep your trust.
Questions and answers
A1: We recently became aware that some of our monitors stopped working unexpectedly. We immediately investigated and quickly traced the cause to a November 15, 2022, firmware update that unintentionally began to consume the monitor’s available on-board memory. We program our monitors to not work if they do not have sufficient on-board memory. This condition, if it occurs, will be obvious. The monitor may not power on at all, or it may power on but fail to boot up. (You will see flashing LEDs, but otherwise the monitor will be unresponsive).
A2: This issue affects only those Miku Pro monitors that were in operation and received the firmware update between November 15, 2022, and April 10, 2023. Miku monitors that did not receive the update are NOT affected. This impacts only the Miku Pro; Miku Original monitors are not affected.
A3: We have notified by email everyone who useda Miku Pro monitor that may be affected.If you did not receive that notification, but are still concerned that your unit may be affected, please contact our customer service team atsupport@mikucare.com
A4: If your Miku Pro has stopped working, please complete the form above with the requested information. Once customer service processes your request, we will send you a working replacement unit by FedEx. You should receive your replacement within 7 days. We also will send you a prepaid FedEx return label so you can return the non-working monitor to us for proper handling. After receiving the new monitor, please return the unit to us within 48 to 72 hours. Using the packaging from the replacement unit, place the non-working unit securely inside. Please return the camera unit only. No other accessories are needed. Kindly pack the camera as tightly as possible. Remove or cover any existing shipping labels, seal, and attach the return label. Drop the package at any FedEx location. You can find your closest FedEx location here.
A5: You should receive your working replacement within a week.
A6: You should continue to use it normally. Should it fail to function in the future, you can begin the return process as described above. You may choose to begin the return process now; however, because we are prioritizing the replacement of non-working units, it may be a month or more before we are able to ship you a replacement.
A7: Yes. We will provide a free replacement no matter how old your unit is.
A8: Please reference our Return Policy here to ensure you are within the return window. If you wish to receive a refund, please contact us at support@mikucare.com.
A9: To ensure your privacy and to conform to privacy regulations, we will erase all data from the returned Miku’s memory prior to refurbishing it. For the same reasons, we also must delete data in the cloud that is associated with that Miku device.
A10: Unfortunately, that is not possible. The affected on-board memory has been rendered permanently unusable, and the entire memory chip must be replaced before the device can be refurbished.
A11: Yes. Just follow the instructions above based on whether your unit is working or not.
A12: We will ship a working replacement to you: either a new unit or one fully refurbished to original factory condition.
Q13: If you are an international or Canadian customer, please do NOT use this form. Instead, email us at support@mikucare.com for assistance.
A14: Please contact our customer service team at support@mikucare.com.