Service flow & 7-year parts
WanderBridge (Full) — Service Flow + DIY Policy
The promise: every module we ship is either user-replaceable (DIY with video + tool included) or send-back-swappable. Factory 2-year warranty on every module. 7-year spare parts guarantee. DIY on a specific module voids coverage on that module only; the rest of the device stays covered.
Special case: Bridge Full is a rack-mount enterprise-class form factor with internal mains-connected PSU. We treat user-PSU-swap as DIY-friendly with safety guardrails (Standard 2 + repair culture commitment) — but require AC unplug + 5-min capacitor-discharge wait before opening.
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Service request categories
| Category | Cost | Handled by | Turnaround |
|---|
| **In-warranty repair / replacement** | $0 (shipping covered both ways) | Ambassador repair depot | 5 business days |
| **Out-of-warranty repair** | Module cost + $25 service + shipping | Ambassador | 5 business days |
| **User-paid upgrade** (add module: PoE-out / SFP+ / UPS / LoRa / Lux signature) | Module cost + $25 service + shipping | Ambassador (or DIY for non-Lux + non-UPS) | 5 business days |
| **User-paid downgrade/swap** (module swap, same chassis) | $25 service + shipping (keep removed module in parts catalog or sell-back) | Ambassador | 5 business days |
| **PSU swap** (50W ↔ 300W / single ↔ redundant) | PSU cost + $25 service + shipping (or DIY-friendly user-paid procedure) | User-DIY OR Ambassador | DIY 30 min / Ambassador 5 business days |
| **Lux faceplate engraving** | $80 (Lux upgrade) + shipping | Ambassador (laser-etcher) | 7-10 business days |
| **DIY upgrade (user-installable modules)** | Module cost + shipping only | User | same-day (parts shipped from catalog) |
| **End-of-life recycling** | $0 (WanderVerse accepts any Bridge Full for recycling + $25 credit toward next purchase) | WanderVerse recycling | — |
| **Physical damage (user fault)** | Repair cost + $40 service + shipping | Ambassador | 5-10 business days |
| **Total loss** (device unrepairable) | Replacement at 40% off listed v1 price + 100% trade-in value toward any WanderRouter-family product | — | — |
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DIY policy (legal + practical)
What you can DIY without voiding warranty:
- Install or swap user-DIY modules (PoE-out daughterboard, SFP+ uplink, LoRa USB) — no warranty impact on the rest of the device
- Swap internal PSU (50W ↔ 300W) — DIY-friendly with documented procedure (AC unplug + 5-min wait + 4-step swap); video in WanderOS
- Print and install community-designed accessories (faceplate dust cover, rack ear, wall-mount adapter, desk-pad feet, cable rake) — no warranty impact
- Customize the open-STL files in CAD and print — no warranty impact
- Update firmware manually via console USB-C — no warranty impact
- Factory-reset via reset button (rear panel) — no warranty impact
User-DIY modules (documented with video, tool-friendly):
- PoE-out daughterboard (in/out, any variant: 2-port at / 4-port at / 4-port bt)
- SFP+ uplink cage assembly (in/out)
- LoRa USB module (HAVEN, plug into console USB-C)
- Internal PSU (in/out, 50W ↔ 300W; safety procedure required)
- BLE module (M.2-style daughterboard)
- All open-STL accessories (faceplate dust cover, rack ear, wall-mount adapter, desk-pad feet, cable rake)
- Cover swap (no functional change but allows custom-color community covers in future)
Ambassador-only modules (require send-back service):
- UPS module (UL safety review + LiFePO4 BMS provisioning)
- Redundant PSU + RKP-1U switchover board (Lux config)
- Lux Ambassador-engraved faceplate (laser-etcher operation)
- Mainboard / SoC / Marvell / eMMC SMT-level repair
What voids coverage on a specific module (not the whole device):
- Physical damage to that module (drop, liquid, mains surge etc.) — coverage on that module ends, rest of device continues covered
- User-initiated SMT-level modification (re-soldering, chip swap outside the module concept) — coverage on that chip ends, rest of device continues covered
- Unauthorized firmware modifications that bypass our security model (e.g., flashing a non-WanderVerse image that removes privacy features) — coverage on firmware-affected areas; hardware remains covered
What voids whole-device warranty (rare, only genuine negligence):
- Removal of the Ambassador signature card (tampering-equivalent — we use it for provenance)
- Physical damage from use outside the product's intended environment (submerged, high-humidity, mechanical impact beyond rack-equipment ratings, vibration outside EIA-310 spec)
- Unauthorized reselling as a refurbished device without our repair
- AC mains tampering (any modification to the internal PSU mains-side beyond replacement of the whole certified PSU module)
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Send-back service procedure
For the user:
1. Open WanderOS → Device → Service → Request send-back 2. Choose service type (repair / upgrade / downgrade / faceplate engraving / PSU swap / UPS install) 3. Review estimated cost breakdown 4. Pay via integrated checkout (Stripe) 5. Print shipping label (pre-paid for in-warranty cases) 6. Pack device in original box + tool pouch + Ambassador card (don't lose the card!) — original 1U-fit pulp tray protects chassis in transit 7. Drop off at any carrier location (UPS / FedEx / USPS work; rack equipment ships fine via standard ground) 8. Track progress in WanderOS — "Received" / "Diagnosing" / "Ambassador-assigned" / "In work" / "Quality check" / "Shipped" 9. Receive device back, typically 5 business days from receipt; Lux engraving 7-10 business days
For the Ambassador at repair depot:
1. Receive package, scan tracking to update user's WanderOS status 2. Open service ticket; review user request + device service history 3. Open device (T10 Torx top cover); inspect interior; photograph condition 4. Perform requested work:
- Module swap: plug in new daughterboard, remove old, reseat
- PSU swap: AC-unplug-verify + 5-min wait + 4-step PSU swap procedure
- UPS install: rear-bay BMS install, harness connect, cell health prebake-check
- Lux engraving: swap faceplate to laser-etcher fixture, run Ambassador's design pattern, verify post-anodize integrity
5. Re-test unit on production test fixture (180-second automated 18-test pass) 6. Seal with new top cover; update Ambassador signature card if Ambassador changed 7. Pack in 1U-fit pulp tray + outer box 8. Log work in unit service history (permanent record) 9. Ship back; scan tracking update
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Quality standards
- Every send-back service unit passes the same 18-test production test as a factory-new unit
- Every Ambassador at the repair depot is a certified WanderVerse Ambassador (Standard 1 — supported employment)
- Every device gets a new Ambassador-signature card if the Ambassador changed (or same if the original Ambassador is doing the repair)
- Service history is permanent and tied to the device serial — every user can see what's ever been done to their unit
- Lux faceplate engraving service: each Ambassador's engraving design is logged; per-unit engraving photo archived for provenance
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Pricing philosophy
- In-warranty repair: always free. Period. Shipping both ways covered.
- Parts cost is transparent. The module catalog shows exactly what each component costs.
- $25 flat service fee for send-back work (not scaled to complexity — keeps the pricing honest and simple).
- No "labor" line item hidden. An Ambassador spends time on your device; that time is valued in the service fee.
- Lux-tier work is priced differently because it's Artisan labor (part of the value): $80 for Lux faceplate engraving, $120 for redundant PSU install. Pricing transparent per work type.
- PSU swap DIY-friendly: users can buy a PSU module from parts catalog ($18 for 50W or $38 for 300W) + ship in 1-2 days. Ambassador swap is 5 days but avoids any hands-on with mains.
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End-of-life
After v1 is EOL (minimum 7 years from ship = 2034+):
- Modules stay in production for 7 years from EOL announcement (= 14+ years from ship)
- Community STLs + open repair documentation ensure repairability beyond that
- Recycling program continues indefinitely
- Any unit traded in gets credit toward current-generation WanderVerse hardware
- LiFePO4 cells (HAVEN config) recycled via certified Li-ion battery program; chassis aluminum recycled at any e-waste facility
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Ambassador refurb path
End-of-life devices returned to WanderVerse get an Ambassador refurb option:
- Ambassador inspects + replaces failed modules + reflashes firmware + reinstalls fresh signature card
- Refurb units sold at 40% off retail with same 2-year warranty as new
- Carries a "Refurb by [Ambassador Name]" badge in WanderOS device history
- Refurbed Bridge Full feeds Mission Partner placements (HAVEN safehouses, small nonprofits) at sub-DTC pricing
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Compared to competitors
| Commitment | Bridge Full | MikroTik / Ubiquiti | Cisco SMB |
|---|
| 2-year warranty | ✅ | 🟡 1-yr typical | 🟡 1-yr standard |
| 7-year spare parts | ✅ | ❌ (typical 3-5 yr) | ❌ (5-yr extended paid) |
| User-DIY without voiding | ✅ (policy explicit) | ❌ (warranty void if opened) | ❌ |
| Send-back service | ✅ | ❌ (replace-only) | 🟡 (paid SmartNet) |
| Open STL accessories | ✅ | ❌ | ❌ |
| Transparent repair pricing | ✅ | ❌ | ❌ |
| Recycling program | ✅ (credit toward next) | 🟡 basic e-waste | 🟡 basic |
| Right-to-repair legal posture | ✅ (aligned with 2023 MN + CA Right-to-Repair) | 🟡 contested | 🟡 |
| Identity-aware default policy | ✅ | ❌ | ❌ |
| Single-pane management across SKUs | ✅ (WanderOS) | 🟡 (UniFi-only or RouterOS-only) | ❌ |
| User-replaceable internal PSU | ✅ (DIY-friendly with safety procedure) | ❌ | ❌ |
| Ambassador-assembled with named provenance | ✅ | ❌ | ❌ |
The contract is: we actually honor repair culture. Not a tagline.
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HAVEN-specific service flow
For HAVEN safehouse Bridge Full deployments:
- Pre-deployment Ambassador-pre-pairing with HAVEN Bridge Mini fleet
- On-site install option: WanderVerse Ambassador travels to HAVEN safehouse for rack install + VLAN configuration + Bridge Mini fleet adoption (cost: travel + per-day labor; covered by HAVEN program budget for funded safehouses)
- 24-hour priority send-back for HAVEN-deployed units (vs 5-day standard)
- HAVEN serial-number cohort: WanderOS surfaces HAVEN-deployed units separately for fleet ops + emergency response coordination
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Bridge Mini fleet integration in service flow
When user sends Bridge Full back for service:
- Downstream Bridge Mini fleet remains adopted in WanderOS (config persists in WanderRouter Standard upstream if present)
- During Bridge Full absence: Bridge Mini units use direct upstream (degraded mode — no head-end VLAN management, identity-aware-default fallback to Bridge-Mini-local config)
- Returned Bridge Full re-adopts fleet within minutes; identity-aware-defaults restored
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Service philosophy summary
Bridge Full is enterprise-form-factor + consumer-friendly-service. Rack-mount equipment doesn't usually get repair-culture posture; we're explicit that it does in WanderVerse. Every screw is documented; every module is in the parts catalog; every Ambassador's hands-on work is tracked + paid via Community Pool 60/30/10. The repair shop is the same as the factory.
Open STL files
WanderBridge (Full) — Open STL Files
Published under Creative Commons BY-SA 4.0 for accessory and rack-mounting parts (fully open — remix, redistribute, share-alike). Lux-tier Ambassador-engraved faceplate is NOT published — that's per-order Ambassador laser-etched and unique to each Ambassador.
The image-locked chassis (slate-charcoal aluminum body + cream anodized faceplate + saffron pinstripe + machined rack ears) is not published as STL — it's manufactured, not user-printable, and its visual fidelity binds the product. STL files in this directory cover accessories only that complement the chassis without changing it.
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Files (to be added in Stage 8 final production)
User-printable accessories
faceplate-dust-cover.stl — PETG/ABS faceplate dust cover for transit + storage. Snaps over cream faceplate without contact. License: CC BY-SA 4.0.faceplate-dust-cover.step — editable solid model in STEP format. CC BY-SA 4.0.wall-mount-adapter.stl — drywall mount adapter, slots into rack-ear M4 hole pattern. For users without a 19" rack. CC BY-SA 4.0.wall-mount-adapter.step — editable. CC BY-SA 4.0.desk-pad-feet.stl — 4× rubber-feet caddy that slots into bottom chassis. For desk install (studio/MDF aesthetic without rack). CC BY-SA 4.0.cable-rake.stl — rear-mount cable management rake. CC BY-SA 4.0.1U-blank-panel-cream.stl — 1U blanking panel that matches Bridge Full's cream anodize finish. For users with multi-rack closets to keep aesthetic continuity. CC BY-SA 4.0 (requires user to dye/anodize cream tone).rack-ear-standard.stl — replacement rack ear contour (slate-charcoal-paint-friendly). For users who damage original rack ears. CC BY-SA 4.0.rack-ear-short-depth.stl — short-depth rack adapter for 10"-deep rack cabinets (instead of standard 14"+). CC BY-SA 4.0.
Reference (not for fabrication)
chassis-reference-outline.stl — chassis outline for remix compatibility checks only. NOT for fabrication; the actual chassis is anodized aluminum sheet metal manufactured at our partner facilities. Use this only to verify your accessory designs fit Bridge Full's external dimensions. License: viewing only.
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Print guidelines
Faceplate dust cover (`faceplate-dust-cover.stl`)
- Material: PETG (preferred — moderate impact resistance, no warping) or ABS (premium — higher impact resistance, requires enclosed printer)
- Layer height: 0.2 mm
- Wall thickness: 3 perimeters
- Infill: 15% grid (cosmetic-only part, low structural load)
- Supports: minimal (use printer's auto-support; tree supports preferred)
- Print orientation: face-up
- Print time on a typical FDM printer: ~2 hours
- Color: any (the dust cover is transit-only; remove before installing in production)
Wall-mount adapter (`wall-mount-adapter.stl`)
- Material: PETG or ABS (load-bearing part)
- Layer height: 0.2 mm
- Wall thickness: 4 perimeters
- Infill: 50% grid (load-bearing — Bridge Full weight ~2.5 kg)
- Supports: yes (for M4 hole undercuts)
- Print orientation: flat-side-down
- Print time: ~3 hours
- Mounting hardware: 4× drywall toggle bolts or french-cleat hardware (user provides)
- Recommended print: PETG with 100% infill if mounting in seismic zone
Desk-pad feet (`desk-pad-feet.stl`)
- Material: TPU (preferred — rubbery, vibration-damping) or PETG
- Layer height: 0.15 mm
- Wall thickness: 3 perimeters
- Infill: 100% (TPU) or 50% (PETG)
- Supports: none
- Print orientation: feet-down
- Print time: ~1 hour for 4 feet
Cable management rake (`cable-rake.stl`)
- Material: PETG or ABS
- Layer height: 0.2 mm
- Wall thickness: 3 perimeters
- Infill: 30% grid
- Supports: minimal
- Print time: ~3 hours
Standard rack ear (`rack-ear-standard.stl`)
- Material: ABS or PETG (load-bearing)
- Layer height: 0.2 mm
- Wall thickness: 4 perimeters
- Infill: 80% grid
- Supports: yes
- Post-process: paint with slate-charcoal-tone enamel for visual match (or keep printer color for hobby/DIY look)
- Print time: ~4 hours
- Important: the manufactured aluminum rack ears are stronger than printed plastic. Use printed rack ears as cosmetic replacements only; for structural rack mounting use the original manufactured ears. WanderVerse is not liable for printed-rack-ear failure under load.
Short-depth rack adapter (`rack-ear-short-depth.stl`)
- Material: ABS or PETG
- Layer height: 0.2 mm
- Wall thickness: 4 perimeters
- Infill: 80% grid
- Supports: yes
- Print time: ~5 hours
- Use case: Bridge Full is 280mm half-depth; this adapter lets it mount in 250mm-deep rack cabinets
1U blank panel cream (`1U-blank-panel-cream.stl`)
- Material: PETG or aluminum filament (cream powder coat after print)
- Layer height: 0.15 mm
- Wall thickness: 3 perimeters
- Infill: 30%
- Supports: none
- Print time: ~3 hours
- Post-process: cream powder-coat or cream paint to match Bridge Full faceplate color
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Community
Submit your remixes to the WanderVerse STL gallery (URL TBD). Popular community designs may be selected for a "Community Collection" edition — Ambassadors will hand-assemble a small run of each accessory and the designer gets credit + a free Bridge Full unit + a Lux Ambassador-engraved faceplate.
Submission guidelines: 1. Original work or properly attributed remix (CC BY-SA 4.0 share-alike requirement) 2. Print-tested with photos of completed accessory installed on a real Bridge Full 3. Print profile + material recommendation included 4. Include LICENSE.txt in your submission with CC BY-SA 4.0 license text
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License — CC BY-SA 4.0 in plain English
You can:
- Share — copy and redistribute the STL files in any medium or format
- Adapt — remix, transform, and build upon the files
- Use commercially — print, sell, distribute the printed parts (3D printers, Etsy resellers, community runs are all welcome)
You must:
- Attribute — give appropriate credit to WanderVerse + the original Ambassador designer (where named in the STL metadata) + provide a link to the original
- Share-alike — if you remix, transform, or build upon the material, you must distribute your contributions under the same CC BY-SA 4.0 license
You cannot:
- Add legal-tech restrictions that legally restrict others from doing anything the license permits
Full license text: https://creativecommons.org/licenses/by-sa/4.0/legalcode
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Why open-STL accessories?
Per Standard 3 (open STL) + Standard 4 (7-year parts) + repair-culture commitment:
- Bridge Full is rack equipment that lives in closets for 7-15 years; physical accessories (rack ears, cable rakes, dust covers) wear out or get lost
- Users in remote regions can't always wait 5-7 days for shipping; print locally instead
- Rack closets vary widely (rack depth, mounting hardware, cabinet style); printed accessories let users adapt Bridge Full to their specific environment
- Community remixes generate ideas we wouldn't have shipped (e.g., short-depth adapter for 10"-deep cabinets — community would have made this anyway; we publish to make it easy)
- Lower e-waste: a broken rack ear shouldn't force a whole-chassis RMA
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Future files (post-launch)
- Vertical-mount stand (Bridge Full sitting upright on a desk, OP-1-style)
- Modular cable-management caddies that attach to rack ears
- HAVEN-config-specific UPS bay door variants (different aesthetics)
- Studio-MDF aesthetic — wood-grain printed cover overlay (clip-on, doesn't replace cream faceplate)
- Color-tint dust cover variants (saffron-tint, charcoal-tint, etc.) — community-driven
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What is NOT in this directory
- ❌ Chassis body STL (manufactured aluminum, not user-printable)
- ❌ Cream faceplate STL (manufactured aluminum + 2-tone anodized, not user-printable)
- ❌ Lux engraved faceplate STL (Ambassador-engraved per-order, intentionally unique)
- ❌ Mainboard or daughterboard PCB files (proprietary IP at v1; may open in v2.x post-launch per the open-firmware roadmap)
- ❌ Internal PSU mechanical files (Mean Well IP)
The chassis IS the product. Its visual fidelity is image-locked. Accessories that COMPLEMENT the chassis are open-STL.