Anybody else have their Mantiz Saturn Pro II's PSU died?
Created user account just to post my journey.
In case you wonder, I've contacted support and was told to pay the shipping cost for them to further check. I want to share my story and see if anyone else is facing the same issue with me.
Story begins when I ordered my box from 13th September 2020 from Amazon US and had it delivered 7 days later to Australia. Soon I've found it has sudden fan noises once in a while from the PSU. I contacted support via email and get the PSU swapped with a new one. Since then, the PSU still makes the same noise but more frequent but I didn't bother getting another one.
This morning after I plugged in my MacBook and found MacOS warns me about unplugging eGPU without 'disconnecting' first, and this is strange as I just plugged it in. Then I found out none of the devices in the box functions and no power is delivered to the box as well.
I tried to swap the PSU with a spare working 6-year old PSU and it works perfectly. So I conclude it was the PSU. I'm not sure if it is just this single PSU or it is a plague in this whole product line.
Emailed the support, got response in minutes asking me to ship it to Taiwan at my own cost. I understand in the US a customer have to pay the fee for warranty claims which is something I'm not used to. Disappointing after all.
@erik_tank, good on you that your one is working great. Fantastic support from Mantiz so far as their response is quite quick via emails. Sent off the faulty PSU through Australia Post, cost me 40 kangaroo dollars (~USD30) to send it to Taiwan from Sydney. Was thinking should I just get a PSU for that amount of money but anyway will see how Mantiz diagnose the problem and it may help their future production quality. I've been working from home since Mar 2020 so don't really need two boxes. I got my one probably day-one when it was in stock from Amazon US.
@jifeng_sun you imported the product from US to Australia. You can't really expect the supply chain to honor free shipping back to US, custom duty and all... And in US I'm quite sure standard warranty is not on-site/on-premises but mail-in, meaning consumer is still responsible for shipping faulty units back, but I may be wrong.
That said, I'm pretty sure your PSU hasn't died. The noise issue is one I had myself but even though it didn't kill the PSU, they replaced and paid for shipping both ways - because I bought it using their in-EU stock and no honoring EU consumer law is a big no-no if they ever wanted to sell here again. Excluding some DHL shenanigans regarding customs, all went fine.
The reason I don't think you have a problem is because the steps you describe don't particularly mention if you tried the original PSU again with the Mac charged and booting by itself. Note the Mantiz Pro is weird regarding charge with the system off: it seems to not always work because the board won't jump-start the PSU without some sort of signal from the TB3 target - and this will vary a lot device to device, laptop to laptop. So I suggest you place the original PSU back in, try again, see if charging and TB3 connection work with computer already on, and then power it off and see if it keeps charging. I would also see your Thunderbolt Software app /if such a thing exists on MacOS) to check for authorized external devices (there should be 2). If this was not a Mac, I would also suggest you check BIOS settings, because there are usually some tweaks that enhance behavior, especially pre-boot. But on Macs, you'd have to ask the mac experts here.
@tiago_borba, Thanks for your reply. In deed, I purchase the box when there wasn't an EU specific version listed and bought it off Amazon US and paid all the duties. I'm not sending it back to the US but to Taiwan. And I understand the warranty and conditions will be different from different countries or regions. And I've accepted it when I bought the device so can't complain. I've tried all the steps you mentioned and in fact I'm a computer engineer myself so I thought I would be quite confident on my findings. I've tried plugging in the faulty PSU to my Tower PC and it doesn't work. Plugging in the PC's PSU to the eGPU and it worked perfectly. This obviously leads to my conclusion that the PSU is faulty.
@jifeng_sun did they solve your problem eventually? When I did have my PSU problem, they issued a DHL pickup to my location and shipped a new PSU to me at the same time (they say they did this "as an exception" because they would have preferred to check the problem themselves before acknowledging my RMA; but I complained that I didn't want to be weeks without a working device, as my PSU was actually usable, just noisy as hell). I also shipped to and got a PSU from Taiwan, but as I said, since they were selling inside the EU they had to comply with EU rules of selling inside the union, including 2y warranty (even though payment was in USD I believe).