Nextbase Duo HD - dead in a few months!

whelk8891

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#1
Bought a Duo HD a few months ago - everything fine, until today. Every time I start the car and the dashcam tries to record, this happens.

20180710_210608.jpg

The entire thing is frozen - I have to press the reset button.

It's wired in with a Nextbase hardwire kit. But I've connected it to my laptop via USB, and the dashcam works perfectly, until I try to record video on it, then the same thing happens. It also happens if it's powered just by the internal battery.

I'm using a Samsung EVO Plus U1 (32GB), which has performed perfectly until today. The same card works fine in my laptop.

I've swapped the card for a 32GB Sandisk Ultra class 10, and the exact same fault happens.

I've also reinstalled the latest firmware - this has not helped.

I'm confident that the dashcam itself is the problem. I really expected better for the best part of two hundred quid!!

Have emailed Nextbase and I'm hoping I can get this replaced under warranty. But should I just ditch Nextbase completely and get something else? I had a 720p Duo before this (see another thread) and it was lousy.

Extremely disappointed that you can spend all that money on something you need to be able to rely on, and you apparently can't.

[edit] Does @NextBase Tiffany normally help with this stuff?

[edit again] Just checked on Amazon and apparently I've had it since 24th February 2018, so... four and a half months?
 
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whelk8891

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#3
Hoping so.... and hoping it'll be quick. Driving without a dashcam I feel horribly exposed. :/
 

Paul Iddon

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#4
Take it to the retailer you got it from, see if they will exchange it.
 

NextBase Tiffany

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#6
@whelk8891 I'm so sorry to see that, there is no troubleshooting to do in this case unfortunately.

I would recommend removing from the car if leaving in direct sunlight for prolonged periods of time, recently with the excessive temperatures, admittedly unusual for us, inside the car is has exceeded 65 degrees C on many occasions.

Amazon will be able to exchange, if you have any issues with that let me know. I will check to see if we've replied to you yet, if not I'll re confirm this there.
 
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whelk8891

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#7
Thanks- bought it via Amazon from a seller called iZilla, and according to my Amazon order page, the "Return window closed on 26th March 2018".

Doesn't really seem to be in line with the Consumer Rights Act... this is going to be hell. :/
 
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whelk8891

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#8
Received a reply from Nextbase support. Apparently they don't recommend using Samsung MicroSD cards (instruction manual makes no mention of that!). Now googling the subject and apparently I should use a "branded" card (is Samsung not a brand?), and should avoid SanDisk as well. Not really sure how we're defining "branded".

If there's a specific brand/type of card that I need to use with this thing, then perhaps it should have come with one.
 

NextBase Tiffany

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#9
Doesn't really seem to be in line with the Consumer Rights Act... this is going to be hell. :/
That isn't the case, rest assured you can still return. I will arrange for them to contact you directly.

Samsung is a brand yes along with SanDisk, some have used Samsung cards with no problems. Others have had limited rewrite cycles and need to be replaced sooner.

We test on and recommend the SanDisk SD cards. I'll carry this conversation on email instead as we're having two.

In short you will get a return/exchange and we can sort the SD card problem out.
 
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whelk8891

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#10
Just an update for everyone. Seems my cynicism was unfounded.

Because the order was sold by iZilla but fulfilled by Amazon, iZilla asked me to get in touch with Amazon directly. It wasn't immediately obvious to me how to do this (I suffer badly with social anxiety and the only way I'd use the phone is if the house was on fire, and even then the flames would have to be licking up the bedroom door), so I went on Live Chat. A lady there called Leanne suggested that I should speak to Nextbase for support, and I explained that I already had and they said it was buggered, or words to that effect. After that, she told me that because it was only fulfilled by Amazon, they couldn't simply exchange it as I'd wanted. She sorted a return label out and promised a refund upon receipt.

In the meantime I've ordered a new Duo HD, and @NextBase Tiffany has gone above and beyond to address the potential memory card issue, and that's sorted as well, even though I'm not sure it was anything to do with the problem... though clearly it might have been in the long-term.

Big thanks to everyone.
 

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