Eufycam cracked lens

Springfield 2019-02-07 18:27:23 UTC #1

@AnkerSupport One if my eufycameras’ lens has cracked! Image now all foggy and blurred. Emailed support@eufylife.com and awaiting a response....

Anjou1888 2019-02-07 18:37:02 UTC #2

That’s a shame. How did that happen?

Springfield 2019-02-07 18:46:46 UTC #3

@ajsanders2004 no idea. Just noticed the image was blurred, so I took the camera down and saw the crack. I've heard this happening to other people, usually when the outside temperature is cold. We've just had a cold snap in the UK, but only minus 2 degrees Celsius where I am.

TheDude 2019-02-07 18:51:32 UTC #4

Sounds like the lens housing is too tight to account for heat contraction.

@AnkerTechnical @AnkerSupport

Hang tight I'm sure you will receive a replacement.

Thank you for pointing out this flaw.

Maypo52 2019-02-07 20:05:51 UTC #5

I have had one of my camera's replaced for this same reason. Hopefully it's not too wide spread of a problem.

kumar.sachin 2019-02-07 20:08:29 UTC #6

could be a poor quality glass

TheDude 2019-02-07 20:14:49 UTC #7

The problem is that glass does not expand and contract as much as the metal/plastic lens housing does. A simple solution would be to surround the lens with a softer material maybe silicone that does not contract so much in the cold

Lens/silicone o-ring/lens housing

Ice1 2019-02-07 21:13:51 UTC #8

May be due to combination of plastic and glass, one contracts/expands and the other doesn't. I am not an expert at material properties. I haven't heard that issue with our Canadian folks where they saw around -24C, touch wood !

TheDude 2019-02-07 21:33:21 UTC #9

With a name like ice1 I thought you'd be the go-to guy

Tank 2019-02-08 00:55:20 UTC #10

I had one of my Arlo cameras do that when they first came out. I was one of the early beta testers and @Jesse_Hernandez1 is right about the lens surround being too tight. Netgears engineering team refined it and resent the camera and I didn't have any issues after that.

Ice1 2019-02-08 13:51:57 UTC #11

Now you know, not to get deceived by names, lol

Springfield 2019-02-09 08:51:14 UTC #12

Eufysupport got back to me within 24 hours. Faulty camera has been returned for replacement

Ice1 2019-02-11 12:57:03 UTC #13

That was a quick repose from a support team. Good to know we have a reliable customer service team.

Springfield 2019-02-18 18:57:10 UTC #14

New camera arrived today. All up and running. Thank you @AnkerSupport

ximage29 2019-02-18 19:18:26 UTC #15

sucks that it happen but glad they were able to replace it fast and without any issues

Ice1 2019-02-19 13:52:02 UTC #16

Outstanding support team @AnkerSupport

kumar.sachin 2019-02-19 14:00:10 UTC #17

Thats what is expected of support. Great Job

Tank 2019-02-19 14:55:58 UTC #18

Not too bad of a turn around, glad you got it back up and running. If you get a chance you should leave a review

Springfield 2019-03-29 06:30:41 UTC #19

@AnkerSupport So, the replacement camera’s lens has cracked Another support request....

yamyam 2019-03-29 07:33:00 UTC #20

Very annoying for you and sad that this quality fail issue still exists!

I have plenty of regular eufy cams, where "just" of one of it got a cracked lense till yet, but a friends cam also got cracked and from kickstarter i know that there have been plenty of customers with crecked lenses.

I just ordered my first three eufy cam E yesterday and hope they have better quality and no cracked lenses will occur.

But at least the support is great, fast and you will get another replacement cam.