Support Experience

Just wanted to check if anyone else is getting as crappy support as I am. I've had a ticket open for 9 days now to fix my rz09-0421nec3-r3u1. It's not even a month old. I'm having all sorts of weird issues. It just randomly turns off even when plugged in. The wireless is terrible, it's like they didn't connect the antennas or maybe the Wi-Fi card is bad. Trying to get an RMA out of support is like pulling teeth. They only reply once every day or so. I tried calling, but gave up after 3 hours on hold the other night. I've escalated my case twice now. I don't know, am I expecting too much for a $3000 laptop to work?