Hi, its been over two weeks of trying to deal with the CS with no proper fix(admittedly 3 of those days I was away). I’m being given the run around with piecemeal steps that could have been done in one go. I’ve now opened my laptop over 15 times, with various fixes. I was told that the issue was with the display and I’ve received and replaced that with no result.
As i use this laptop for work, this has seriously hampered my mobility. Thankfully, i can use a desktop at home, but i have had to curtail my travel / mobility because i now do not have access to a proper work laptop.
I’m really disappointed with the kind of support you guys have. I’d just like to highlight the issues I have with your support:
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I bought a laptop for repairability, not to be able to repair the laptop myself.
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Maybe because I bought a DIY laptop(I had spare parts), CS assumed I would be fine with my own laptop diagnostics / teardown / repair.
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Ok, fair enough, I am game BUT there is absolutely no guide on how to do your own diagnostics!
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I’m expected to repair my own laptop, but at the same time being treated as some kind of inexperienced luddite. I am being given piecemeal steps by the CS everyday, at a time that is beyond reasonable in Europe (11pm, 12am, 4am, etc).
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Each day, i wake up to find another absurd step. Steps that a single guide could have easily solved. (“Please send me a picture of your display pin, to make sure that its not bent”). Well, no if its bent, it because you’ve made me pull it out and put it back 5 different times!. I was perfectly happy with it stuck on. Are you gonna now blame me if it was bent?
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There has been one single POST error all this while but neither CS nor any guides will say what that failing LED means (Its the first blue after the orange light). (maybe they don’t know either, but that doesn’t inspire confidence)
At this point, I am sure its going to be at least another week of “unplug this, send me picture of that…”. This is not what i paid for. If you want me to diagnose and repair it myself, send me a toolkit of everything, and i know i can figure it out.
But also, figure it out guys. Not everyone has the patience or acumen to actually sit down an open up their laptop every night.
Lastly, as this laptop is only a few months old and is still under warranty, can you please let me know what my rights are in this case? Can i ask for a refund or a new device? I really believe in the cause but also I’m a little tired of the lack of transparency and honesty.
