08-17-2021, 01:02 PM
I'm not too happy with what I'm reading, especially because I have the exact same issue as you describe; I actually started the "Screen dying already?" thread you mention at the very beginning. I remember you from the thread too, actually. Making a new thread for this isn't a bad idea, hopefully it'll get more attention this way.
I said I have the exact same issue, but my interaction with PINE64 support (signed off as "support team #4" in the ticket too) had a very different outcome. After I provided photos at their request, the support representative had asked me to mail my PinePhone to them, saying their engineers would like to have a look at it. A day after it had arrived, I was told they had confirmed the issue and will ship me a PinePhone back for replacement, asking me for a shipping address. No fuss, no linking to the PINE64 store for me to buy my own replacement screen. They knew it was a Manjaro CE and they knew my order number, meaning they knew I had purchased the device back in November and that the issue had started and the ticket was submitted well past 30 days from purchase.
Would @Luke or @tllim care to comment what is going on? Why is the support team treating different people with the same issue differently?
I said I have the exact same issue, but my interaction with PINE64 support (signed off as "support team #4" in the ticket too) had a very different outcome. After I provided photos at their request, the support representative had asked me to mail my PinePhone to them, saying their engineers would like to have a look at it. A day after it had arrived, I was told they had confirmed the issue and will ship me a PinePhone back for replacement, asking me for a shipping address. No fuss, no linking to the PINE64 store for me to buy my own replacement screen. They knew it was a Manjaro CE and they knew my order number, meaning they knew I had purchased the device back in November and that the issue had started and the ticket was submitted well past 30 days from purchase.
Would @Luke or @tllim care to comment what is going on? Why is the support team treating different people with the same issue differently?
