Someone posted in their subreddit yesterday about "not receiving a refund" and despite not having enough details, perhaps it could be counted as a confirmation.
I trust the people who post on Reddit as much as I trust Ledger announcements or the US soldiers who want to share their gold with me that they stole from Saddam. What I am trying to say is that I trust none of that until I find myself in a situation where I have to experience it myself or I know someone personally who experienced a similar case. 
Topic: Ledger Nano X Battery Pandemic - page 5. (Read 1778 times)
Their support also replied just below the screenshot that you posted that all charges incurred for the replacement device will be refunded to the user by Ledger. If they refund all charges, that should include shipping and taxes as well.
To be fair, he again didn't directly answer my question regarding the tax and shipping charges. I can only assume that Ledger covers those as well, but I am missing the needed confirmation from James.
I think you have to pay those costs yourself initially. But if it's all covered by them, they should refund the user if you show them the proof of how much you paid.
Someone posted in their subreddit yesterday about "not receiving a refund" and despite not having enough details, perhaps it could be counted as a confirmation.- Having said that, judging by the content of the above link and how quickly they've responded to your inquiries, it's safe to say they tend to ignore the tickets that require certain actions [SMH]:
- I returned several Ledger Nano X's, and, according to the DHL tracking, Ledger received them on November 22nd. I am still waiting for my refund, and I have not heard back from customer service after submitting a request. My ticket ID is: 1168021
- I also submitted a ticket 3 weeks ago and still haven’t heard anything back.. we might be waiting a while.
Maybe they are indeed dodging that questions and when it comes to actually replacing a device you will have to pay shipping/taxes yourself. We can't know for sure until someone tells us, that has been in that situation.
I think you have to pay those costs yourself initially. But if it's all covered by them, they should refund the user if you show them the proof of how much you paid.However, I will still not update my Nano X.
The newest firmware upgrade isn't urgent. It doesn't fix a recently discovered vulnerability, so you don't have to worry about it for the time being. it's related to support for Taproot. If that is not something you need to use right now, just wait it out. 
To be fair, he again didn't directly answer my question regarding the tax and shipping charges. I can only assume that Ledger covers those as well, but I am missing the needed confirmation from James.
Maybe they are indeed dodging that questions and when it comes to actually replacing a device you will have to pay shipping/taxes yourself. We can't know for sure until someone tells us, that has been in that situation.
I still think that Ledger handles this somewhat professional since they responded very quick imo. A lot of customer supports dont respond the same day.
Also reassuring that a software caused bug/error will be replaced no matter if theres still a warranty on the device.
However, I will still not update my Nano X. As far as I can tell, I would have to reconnect it with my phone after and I might get the screen bug so I will only update when I have to.
I promised that I would write an update when Ledger support responds to my question so here it is.
I sent them a message yesterday asking if they will refund tax and shipping costs to users who brick their devices following firmware upgrades. The automatic email that my message was delivered and a ticket was created was received at 9:50 CET. After that, it took them only two hours to reply back. I got an email from them at 11:51 CET.
But since they didn't answer all my questions, I sent a second email in the evening asking again about the charges.
I received a reply from the same customer service representative this morning. He told me that if the Nano breaks while it's still under warranty, they will exchange it for free. If the wallet breaks due to a software issue, it will always be exchanged for free. There is an unlimited warranty for software problems according to James. Since a malfunctioning device after a firmware upgrade is surely classified as a software problem, your hardware wallet will be replaced even if the original warranty expired.
To be fair, he again didn't directly answer my question regarding the tax and shipping charges. I can only assume that Ledger covers those as well, but I am missing the needed confirmation from James.
In this particular case, the response time was really good.
I think it's a positive thing that if you brick your HW due to a fault of their own, just contact the support and you will get a replacement for free.
This gave me an idea for another test I am planning to perform with their support staff, but more about that another time.
I sent them a message yesterday asking if they will refund tax and shipping costs to users who brick their devices following firmware upgrades. The automatic email that my message was delivered and a ticket was created was received at 9:50 CET. After that, it took them only two hours to reply back. I got an email from them at 11:51 CET.
But since they didn't answer all my questions, I sent a second email in the evening asking again about the charges.
I received a reply from the same customer service representative this morning. He told me that if the Nano breaks while it's still under warranty, they will exchange it for free. If the wallet breaks due to a software issue, it will always be exchanged for free. There is an unlimited warranty for software problems according to James. Since a malfunctioning device after a firmware upgrade is surely classified as a software problem, your hardware wallet will be replaced even if the original warranty expired.
To be fair, he again didn't directly answer my question regarding the tax and shipping charges. I can only assume that Ledger covers those as well, but I am missing the needed confirmation from James.
In this particular case, the response time was really good.
I think it's a positive thing that if you brick your HW due to a fault of their own, just contact the support and you will get a replacement for free.
This gave me an idea for another test I am planning to perform with their support staff, but more about that another time.
No they are not paying for shipping and taxes, but you don't have to trust me, contact their support and ask them yourself.
That is their support who wrote that - their reddit support. I know that Ledger is awfully slow when it comes to replying to customer concerns (especially if isn't something urgent), but I sent them an email nevertheless. If and when they reply back, I will share the information here including screenshots to back it up. In the meantime, if someone is active over Reddit and has an account there, they could also ask them about their refund policy. Ask that Btchip guy (or whatever his name is) whether or not they will cover all charges for bricked devices due to firmware upgrades.
Their support also replied just below the screenshot that you posted that all charges incurred for the replacement device will be refunded to the user by Ledger. If they refund all charges, that should include shipping and taxes as well.
No they are not paying for shipping and taxes, but you don't have to trust me, contact their support and ask them yourself. This is NOT true and I didn't take anything out of context, because support also answered a hypothetical question asked by OP when he asked what would happen if he returned malfunctioned device and then he received device that has the same issues.
Replacement is happening only when you return them broken device (if it is inside warranty) and you will have to pay all shipping, customs and tax yourself again.
Their support also replied just below the screenshot that you posted that all charges incurred for the replacement device will be refunded to the user by Ledger. If they refund all charges, that should include shipping and taxes as well. Replacement is happening only when you return them broken device (if it is inside warranty) and you will have to pay all shipping, customs and tax yourself again.
One of their "solutions" is to let the battery run out. But that's, of course, far from optimal and it's not something you can do if you face the freezing problem multiple times.
If your warranty is expired you will have to buy a new device if you update firmware and brake your device.
That's not mentioned in the reddit post you shared but I think that should be correct. If the warranty has expired and it breaks, they may not want to replace it. The only way to find out for sure is if you ask them whether or not they will replace a device that broke due to a firmware upgrade even if it's not under warranty anymore. Bad practice if you ask me. If a device breaks because of their own firmware upgrade, it should be replaced no matter if it's still under warranty or not. This is NOT true and I didn't take anything out of context, because support also answered a hypothetical question asked by OP when he asked what would happen if he returned malfunctioned device and then he received device that has the same issues.
Replacement is happening only when you return them broken device (if it is inside warranty) and you will have to pay all shipping, customs and tax yourself again.
If your warranty is expired you will have to buy a new device if you update firmware and brake your device.
Problem is with their old PCB, and that was the point of my post.
If the customer really has to pay shipping and tax for a replacement that is caused by ledger then that also sucks!Replacement is happening only when you return them broken device (if it is inside warranty) and you will have to pay all shipping, customs and tax yourself again.
If your warranty is expired you will have to buy a new device if you update firmware and brake your device.
Problem is with their old PCB, and that was the point of my post.
I am also not trying to defend ledger here because having such a important device fail or malfuncture can cost you a lot of money and its not like the Nano X is cheap.
When reading your post above (#56) it really sounded like a conversation like that happened:
Customer: "Yo ledger, my device is broken due to a firmware update. What should we do now ?"
Ledger: "Yikes, go buy a new one"
Instead they are offering a replacement (which is suboptimal since the customer has apparently has to pay shipping + tax) and reassuring potential new users that the newer versions won't face this issue.
I just wanted to clarify that because there might be more people misunderstanding this and if anyone here has such a problem with his device, he should know that he could get a replacement.
While I do think that this bug is concerning, I still wanna add that you kind of took that supports answer out of context here.
This is NOT true and I didn't take anything out of context, because support also answered a hypothetical question asked by OP when he asked what would happen if he returned malfunctioned device and then he received device that has the same issues.Replacement is happening only when you return them broken device (if it is inside warranty) and you will have to pay all shipping, customs and tax yourself again.
If your warranty is expired you will have to buy a new device if you update firmware and brake your device.
Problem is with their old PCB, and that was the point of my post.
https://www.reddit.com/r/ledgerwallet/comments/rabj48/comment/hnks0tb/?utm_source=share&utm_medium=web2x&context=3
New issues are showing up with Ledger Nano X after users updated their devices to latest firmware, and more people are reporting this on ledger reddit page.
Screen is frozen and it's showing Application is ready but it's not responding when you click on buttons or anything else.
Ledger support is slow to respond because they have many requests now, but they said how new devices are based on new PCB and they probably fixed this issue, but you are screwed if you have device with older PCB, so support is suggesting that you buy a new device
Screen is frozen and it's showing Application is ready but it's not responding when you click on buttons or anything else.
Ledger support is slow to respond because they have many requests now, but they said how new devices are based on new PCB and they probably fixed this issue, but you are screwed if you have device with older PCB, so support is suggesting that you buy a new device
Quote
Hi! New models are based on a new PCB and are already embedded with the new firmware version. They are not subject to this issue. You can get one and expect to receive a fully functioning device 😃
https://www.reddit.com/r/ledgerwallet/comments/rabj48/ledger_nano_x_often_stuck_after_recent_200/While I do think that this bug is concerning, I still wanna add that you kind of took that supports answer out of context here.
Some guy commented that he currently has a Ledger Nano S and was thinking about getting a Nano X but was concerned about all the problems.
The support specifically answered that guy that the new devices don’t have these problems so he won’t have to worry about this specific bug if he buys a Nano x now. To me that’s not the same as „suggesting current Nano X users to just buy a new device.“
Edit:
To add to that, they even offered some other guy in the comments a replacement so I have to clearly subject here that they are not telling people to just buy a new device which would indeed be ridiculous.
New issues are showing up with Ledger Nano X after users updated their devices to latest firmware, and more people are reporting this on ledger reddit page.
Screen is frozen and it's showing Application is ready but it's not responding when you click on buttons or anything else.
Ledger support is slow to respond because they have many requests now, but they said how new devices are based on new PCB and they probably fixed this issue, but you are screwed if you have device with older PCB, so support is suggesting that you buy a new device
Screen is frozen and it's showing Application is ready but it's not responding when you click on buttons or anything else.
Ledger support is slow to respond because they have many requests now, but they said how new devices are based on new PCB and they probably fixed this issue, but you are screwed if you have device with older PCB, so support is suggesting that you buy a new device
Quote
Hi! New models are based on a new PCB and are already embedded with the new firmware version. They are not subject to this issue. You can get one and expect to receive a fully functioning device 😃
https://www.reddit.com/r/ledgerwallet/comments/rabj48/ledger_nano_x_often_stuck_after_recent_200/ I wonder why they're not tackling the "OLED vulnerability problem [credit goes to "this" post]" with the use of LCD screens?
I think that poor ledger boys don't even have enough time to go and have a toilet break or drink a coffee, because their devices have so much issues that you can't count them all, let alone fix some old problem.When I want to have some fun during the day I just open ledger reddit channel and enjoy the show, and brand new thing I saw is device locking each time after new app is installed.
It's never boring and you have so much fun when you own a ledger device, especially X
https://www.reddit.com/r/ledgerwallet/comments/qitcn5/this_happens_every_time_i_install_a_new_app/
https://www.reddit.com/r/ledgerwallet/comments/qiic0k/nano_x_20_wtf/
OLEDs have "better" power consumption characteristics... in that "Black" pixels don't consume any power at all. This is important for battery powered devices, and even more so with something like the Nano X that has very limited battery capacity.
In any case, it's really only a theoretical attack... unless of course you think you wouldn't notice someone sitting next to you with an oscillioscope observing the power draw on the USB cable of your Nano X
As they mention in the article... it would probably be more cost effective and easier to set up a camera to capture the PIN input.
Am I correct in assuming that they've released that countermeasure "2 years" behind schedule? 
I've certainly had that "countermeasure" on my Nano S for longer than I can remember... it's certainly not a new thing. Perhaps whomever it was that reported it had only just updated their firmware? In any case, it's really only a theoretical attack... unless of course you think you wouldn't notice someone sitting next to you with an oscillioscope observing the power draw on the USB cable of your Nano X
As they mention in the article... it would probably be more cost effective and easier to set up a camera to capture the PIN input.
- For white screen in the background when you enter your PIN code do nothing, becasue this is by design, and it's not an issue.
I wonder why they're not tackling the "OLED vulnerability problem [credit goes to "this" post]" with the use of LCD screens?- AFAIK, there are still various LCD manufacturers and suppliers + they're cheaper as well [am I missing something?].
- Quote from: https://donjon.ledger.com/oled-vuln/These countermeasures will be included in regular firmware updates for the Ledger Nano S and Ledger Nano X, scheduled for Q4 of 2019.Am I correct in assuming that they've released that countermeasure "2 years" behind schedule?
It takes less then an hour to get an certificate. Even if you have to shove it into code and get it published we are not talking a long time at all. I got for a client, while in bed 1/2 asleep with my laptop when their IT staff dropped the ball. Had it on their site with the help of the web developer in under an hour and their senior programmer had it in their recompiled apps and out for approval to the play store and iTunes store before I was out of the shower.
WTF???
I'm not bragging that I am a super IT person, this really is simple stuff. Getting access to where it needs to be can be difficult, but in a smaller company like Ledger you text / call people and get them moving.
-Dave
WTF???
I'm not bragging that I am a super IT person, this really is simple stuff. Getting access to where it needs to be can be difficult, but in a smaller company like Ledger you text / call people and get them moving.
-Dave
New Halloween surprise from ledger... ''certificate has expired'' error is the new thing, and co-founder moderator btchip confirmed this new issue on reddit and said they are working on it.
They also released and pinned a post with all the reported issues after installing latest nano x 2.0.0 firmware version_
- For Bluetooth issues re-pair Nano X to your phone following THIS guide.
- For battery cannot charge let the device charge for 15 minutes straight, and if it's still not working contact their support.
- For battery saver shutting down screen you need to select a battery saver timeout value in the device’s general settings, than enable auto power-off.
- For white screen in the background when you enter your PIN code do nothing, becasue this is by design, and it's not an issue.
- For DOT, Cardano, Flow, Zilliqa, or Hedera issue update Ledger Live to latest version 2.34.3 and update apps.
https://www.reddit.com/r/ledgerwallet/comments/qgwrc9/nano_x_200_firmware_update_we_hear_you/
https://www.reddit.com/r/ledgerwallet/comments/qi6sor/whats_this_bs_i_need_my_funds_now_isnt_this_the/
They also released and pinned a post with all the reported issues after installing latest nano x 2.0.0 firmware version_
- For Bluetooth issues re-pair Nano X to your phone following THIS guide.
- For battery cannot charge let the device charge for 15 minutes straight, and if it's still not working contact their support.
- For battery saver shutting down screen you need to select a battery saver timeout value in the device’s general settings, than enable auto power-off.
- For white screen in the background when you enter your PIN code do nothing, becasue this is by design, and it's not an issue.
- For DOT, Cardano, Flow, Zilliqa, or Hedera issue update Ledger Live to latest version 2.34.3 and update apps.
https://www.reddit.com/r/ledgerwallet/comments/qgwrc9/nano_x_200_firmware_update_we_hear_you/
https://www.reddit.com/r/ledgerwallet/comments/qi6sor/whats_this_bs_i_need_my_funds_now_isnt_this_the/
Ledger reddit is full of bots that can vote, this also counts the people who purchased this devices years ago, that voting was closed one month ago when there was no so much battery problems,
and even if we say that this is true (and I don't believe it is) that means that almost 10% of all nano x devices are shipping defective or comes dead on arrival... that is a huge number and it's much higher if we only count last few months.
Not taking in account that they are even breaking with new firmware updates, but this only confirms that ledger team lied when they said that percentage for malfunctioned devices is much lower.
and even if we say that this is true (and I don't believe it is) that means that almost 10% of all nano x devices are shipping defective or comes dead on arrival... that is a huge number and it's much higher if we only count last few months.
Not taking in account that they are even breaking with new firmware updates, but this only confirms that ledger team lied when they said that percentage for malfunctioned devices is much lower.
Here is an interesting poll that a user posted in the reddit thread you linked to. He asked users to vote on how their Ledger Nano X purchase was. Out of 707 votes, 623 voted that it was in working order. The rest voted that it was either not working and was replaced, replaced with another faulty device, etc.
OmegaStarScream could use this as a reference point if he is still set on purchasing a Nano X. The poll results show that the majority of voters were indeed satisfied. Those who weren't are of course making themselves heard.
After recent 2.0 firmware update for ledger nano x I can safely say that it didn't fix anything and only created more problems.
Most common issues now are frozen screen with unusable ledger device, battery can't charge, fido U2F time out and not working anymore, bluetooth not working, etc.
Even co-founder moderator btchip said that he is waiting for announcement from I don't know who, but he expects that larger part of issues (meaning not all) have been fixed.
Expect new update soon and meanwhile you can read some Frozen screen issues:
Stuck after 2.0 update (Frozen screen stays on)
https://www.reddit.com/r/ledgerwallet/comments/qdfn4l/stuck_after_20_update_frozen_screen_stays_on/
Another screen state- Stuck after 2.0 update (Frozen screen stays on)
https://www.reddit.com/r/ledgerwallet/comments/qdyk9p/another_screen_state_stuck_after_20_update_frozen/
Frozen screen after 2.0 firmware update
https://www.reddit.com/r/ledgerwallet/comments/qe8kos/frozen_screen_after_20_firmware_update/
Most common issues now are frozen screen with unusable ledger device, battery can't charge, fido U2F time out and not working anymore, bluetooth not working, etc.
Even co-founder moderator btchip said that he is waiting for announcement from I don't know who, but he expects that larger part of issues (meaning not all) have been fixed.
Quote
I'm also waiting for the announcement but you can expect that the larger part of the issue has been addressed by the firmware update in any case.
https://www.reddit.com/r/ledgerwallet/comments/qf6dvh/safe_to_buy_nano_x_now/Expect new update soon and meanwhile you can read some Frozen screen issues:
Stuck after 2.0 update (Frozen screen stays on)
https://www.reddit.com/r/ledgerwallet/comments/qdfn4l/stuck_after_20_update_frozen_screen_stays_on/
Another screen state- Stuck after 2.0 update (Frozen screen stays on)
https://www.reddit.com/r/ledgerwallet/comments/qdyk9p/another_screen_state_stuck_after_20_update_frozen/
Frozen screen after 2.0 firmware update
https://www.reddit.com/r/ledgerwallet/comments/qe8kos/frozen_screen_after_20_firmware_update/
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