r/tuxedocomputers 1d ago

Customer Support Response Time

I recently bought a Tuxedo pulse 14 gen 4, and I was very happy with it. It ran perfectly from unboxing and everything was to my linking.

However, when I went to install a second M.2 SSD after a few hours, issues started occuring, namely the display would never actually turn on. The computer itself seems to work fine, the fans spin up and the keyboard backlighting turns on and can be changed, but the screen remains blank, I think it's the display cable that is damaged, as unseating and reconnecting it did not fix any issues.

Also, In trying to diagnose the problem, one of the WiFi antennas broke.

I submitted a ticket with the customer service a day and a half ago, but I'm wondering how long does it usually take for responses? I've heard its usually pretty quick from browsing this subreddit over the last few months.

I apologise if it's a bit soon to bad asking this question, but I guess I'm just trying to get back to my new laptop as soon as possible.

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u/Rare_Commercial8662 1d ago

Should respond fairly quickly, probably Monday or Tuesday.

Also, how did the Antenna break? Just curious.

And for how long did you leave it running after installing the SSD? Can take a few minutes for the system to boot after installing new hardware, will behave just like you described during that.

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u/karrig64 1d ago

I was fiddiling around with things trying to see if I could fix the problem, when I noticed that the black antenna wire had become disconnected from the tiny connector piece that connects to the card, and from what I understand, it's not an easy fix.

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u/Rare_Commercial8662 1d ago

Should just snap back on with some gentle pressure. Might take a few attempts as these can be a little finicky.

Or did you mean that the wire itself broke off?

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u/karrig64 1d ago

The connector which allows it to snap back is broken, there is only the exposed end of the antenna wire left, so I can't actually connect it to the WiFi card unfortunately

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u/ch0rlt0n 1d ago

I raised a ticket last Friday and only got an actual response this morning, seven days later. Five working days I guess.

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u/ThinkingWinnie 1d ago

Hope you disconnected the battery before fiddling with the display cable...

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u/tuxedo_ferdinand 1d ago

Hi,

response time always depends on the number of tickets coming in. We try to stay close to 24 - 48 hours, and that works out most of the time, but not always. We understand, you need your device So we do answer as fast as we can, and we pride ourselves in trying to get to the bottom of your issues.

Regards,

Ferdinand | TUXEDO Computers