System 76, Inc.

Complaint: ***
I am rejecting this response because:This conversation is going in circles now, and I do not appreciate Systemwasting my time any more than they already haveThe problems and frustrations I've had with such an expensive product after only six months more than warrant a return and full refundI will not accept anything less
Sincerely,
*** ***

Since a large portion of our customers use *** on the same product as you own we are confident that we can assist you in setting it up if you allow us to work with you in the trouble shooting processAs the machine is still under the hardware warranty we will be happy to bring it in for repair if there is a hardware issuePlease add to the already open support ticket accordinglyWe are far outside the day satisfaction guarantee return period so will not be able to accept a return for a refund

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

Systemprovides a 30-day limited money back guarantee on Systemproducts as well as a one year warranty on hardware and lifetime support, details can be found here https://system76.com/warranty and at http://support.system76.com/ We understand that updating and installing *** can be a complex
process and will continue to work with *** and provide assistance for the life of the computerBased on our communication with *** the computer is working and *** is experiencing an issue with updating *** ***Our staff is highly experienced with the issues that can arise when dealing with *** and provided that *** follows our instructions and provides feedback on the results she is experiencing we will quickly be able to determine if it's a software related glitch causing the problem or if it's something hardware related in which case we will bring the computer in for repairs under warranty

Complaint: ***
I am rejecting this response because:This conversation is going in circles now, and I do not appreciate Systemwasting my time any more than they already haveThe problems and frustrations I've had with such an expensive product after only six months more than warrant a return and full refundI will not accept anything less
Sincerely,
*** ***

Systemprovides a 30-day limited money back guarantee on Systemproducts as well as a one year warranty on hardware and lifetime support, details can be found here https://system76.com/warranty and at http://support.system76.com/ We understand that updating and installing *** can be a complex
process and will continue to work with *** and provide assistance for the life of the computerBased on our communication with *** the computer is working and *** is experiencing an issue with updating *** ***Our staff is highly experienced with the issues that can arise when dealing with *** and provided that *** follows our instructions and provides feedback on the results she is experiencing we will quickly be able to determine if it's a software related glitch causing the problem or if it's something hardware related in which case we will bring the computer in for repairs under warranty

Initial Business Response /* (1000, 6, 2015/08/14) */
*** *** sent in a laptop for repair as a warranty claim and it was found to have been subjected to liquid damageAttached pictures indicate some king of sticky liquid inside the laptopOur warranty covers manufacturers defects, it does
not cover accidental damage such as liquid spillsMr *** has not been charged for any prior technical support nor has Systemindicated that a charge would be necessary to facilitate a repair covered under warranty

Since a large portion of our customers use *** on the same product as you own we are confident that we can assist you in setting it up if you allow us to work with you in the trouble shooting processAs the machine is still under the hardware warranty we will be happy to bring it in for repair if there is a hardware issuePlease add to the already open support ticket accordinglyWe are far outside the day satisfaction guarantee return period so will not be able to accept a return for a refund.?

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 /* (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.