We resolved the customer complaint by bringing her laptop to our lab with an overnight shipping label (outside of our warranty policy) which was above and beyond what we needed to doWe tested the system extensively for days and could not recreate the customer's problemThe system powered on the first try, it shutdown with every method, including sudo shutdown which was her complaintWe installed the operating system dozens of times to try to keep recreating the problem and did memory and hard drive tests to find that there were no issuesWe emailed the customer to advise that she may just have been putting the laptop into suspend instead of trying to power it off and advised her the best way to shut downWe overnighted her laptop back to her and gave her a summary of the testing and repairsI even backed up her entire system and saved her specific folders that she requested, which is also outside of our policyI'm attaching the email to show that we resolved and that she was satisfied with the resultsShe has a working, powerful laptop that had nothing wrong with it
We resolved the customer complaint by bringing her laptop to our lab with an overnight shipping label (outside of our warranty policy) which was above and beyond what we needed to do. We tested the system extensively for 3 days and could not recreate the customer's problem. The system powered on the... first try, it shutdown with every method, including sudo shutdown which was her complaint. We installed the operating system dozens of times to try to keep recreating the problem and did memory and hard drive tests to find that there were no issues. We emailed the customer to advise that she may just have been putting the laptop into suspend instead of trying to power it off and advised her the best way to shut down. We overnighted her laptop back to her and gave her a summary of the testing and repairs. I even backed up her entire system and saved her specific folders that she requested, which is also outside of our policy. I'm attaching the email to show that we resolved and that she was satisfied with the results. She has a working, powerful laptop that had nothing wrong with it.
Initial Business Response / [redacted] (1000, 6, 2015/08/14) */ [redacted] sent in a laptop for repair as a warranty claim and it was found to have been subjected to liquid damage. Attached pictures indicate some king of sticky liquid inside the laptop. Our warranty covers manufacturers defects, it does... not cover accidental damage such as liquid spills. Mr [redacted] has not been charged for any prior technical support nor has System76 indicated that a charge would be necessary to facilitate a repair covered under warranty.
We resolved the customer complaint by bringing her laptop to our lab with an overnight shipping label (outside of our warranty policy) which was above and beyond what we needed to doWe tested the system extensively for days and could not recreate the customer's problemThe system powered on the first try, it shutdown with every method, including sudo shutdown which was her complaintWe installed the operating system dozens of times to try to keep recreating the problem and did memory and hard drive tests to find that there were no issuesWe emailed the customer to advise that she may just have been putting the laptop into suspend instead of trying to power it off and advised her the best way to shut downWe overnighted her laptop back to her and gave her a summary of the testing and repairsI even backed up her entire system and saved her specific folders that she requested, which is also outside of our policyI'm attaching the email to show that we resolved and that she was satisfied with the resultsShe has a working, powerful laptop that had nothing wrong with it
We resolved the customer complaint by bringing her laptop to our lab with an overnight shipping label (outside of our warranty policy) which was above and beyond what we needed to do. We tested the system extensively for 3 days and could not recreate the customer's problem. The system powered on the... first try, it shutdown with every method, including sudo shutdown which was her complaint. We installed the operating system dozens of times to try to keep recreating the problem and did memory and hard drive tests to find that there were no issues. We emailed the customer to advise that she may just have been putting the laptop into suspend instead of trying to power it off and advised her the best way to shut down. We overnighted her laptop back to her and gave her a summary of the testing and repairs. I even backed up her entire system and saved her specific folders that she requested, which is also outside of our policy. I'm attaching the email to show that we resolved and that she was satisfied with the results. She has a working, powerful laptop that had nothing wrong with it.
Initial Business Response / [redacted] (1000, 6, 2015/08/14) */ [redacted] sent in a laptop for repair as a warranty claim and it was found to have been subjected to liquid damage. Attached pictures indicate some king of sticky liquid inside the laptop. Our warranty covers manufacturers defects, it does... not cover accidental damage such as liquid spills. Mr [redacted] has not been charged for any prior technical support nor has System76 indicated that a charge would be necessary to facilitate a repair covered under warranty.