(07-05-2020, 01:48 AM)gentux Wrote: Hey there,
I'm sorry to put the community in a bad mood but the customer support is just abysmal. Here's my story:
I've ordered the Pinebook Pro on January 19th and received it damaged on March 17th. Of course it gets damaged because the packaging is just a joke! there are two very thin cardboard boxes in a plastic bag!!! I can't imagine anyone got it undamaged, there is near zero edge protection!
I've contacted support and provided them with photos of the damage.
They accepted to send me a replacement display, which took until June 27th (!) to arrive.
After replacing the display, the USB seems to have failed. The input devices won't work internally or over USB I requested to send the notebook in for repair but the customer support just keeps asking for new videos. For example I've showed them how the internal keyboard and trackpad won't work, and I told them that I tried external ones.
Then they ask me to connect USB devices and show them that this doesn't work either, surely after that they want me to show how Bluetooth devices work or how serial devices don't work and so on. I'm sure they take their fun out of people getting their videos done!
I really don't like how they treat a patient customer who waited over half a year for a working product and not move their finger to really help to sort things out.
I suggest anyone who wants to get a linux laptop to not buy this but instead chose another manufacturer because here you will struggle if your hardware is not working from the day it gets shipped.
I'm pretty sure the whole laptop was damaged when I got it and should've been replaced completely. It seems to me that they just buy time until I give up.
Contrary to the claims on the shopping page, I will request a refund from PayPal, I really can expect a better support than what I've received in this case.
March 17, 2020 to September 27, 2020 is 194 days.
PayPal needs a dispute to be opened within 180 days and a claim to be made within 20 days of opening a dispute. My thought reading the description you gave was that Pine64 support were intentionally wasting your time in making you senselessly jump through hoops in order to burn down the 180 days. Still, you could go through the returns policy try to get Pine64 to directly refund you, then try asking PayPal to make an exception and finally your CC company if none of the previous works. Or simply bypass it all, contact the founder of Pine64 here on the forum and try prioritise a refund with him.
Returns policy is that support test the device themselves after receiving it and when they found the same as you provide a full refund. It's what they should have been doing, if they were following policy. I'd say from the date they began interacting with you to try to resolve the issues is the de facto date of opening a claim.
Finally, it took you long enough to join the community forum to talk about this! ... welcome.