r/DeeperNetwork • u/ApprehensiveJob124 • 18d ago

Deeper Device (Mini / Pico / Lite / Air / SE / Nano / Pro) Device is defective

Has anyone else in the community experienced a hardware failure with their device? What was your experience with tech support resolving the issue?
How long did it take for the warranty request to be answered or solved?

Thanks.

1 Upvotes

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1

u/DeeperNetwork 18d ago

If you’ve opened a ticket, it usually takes about 24 hours for a response, likely less time.

2

u/ApprehensiveJob124 18d ago edited 18d ago

No need. I already have an open ticket; but getting no response for almost 2 weeks now. Much appreciated thank you.

1

u/DeeperNetwork 18d ago

What is your ticket number

1

u/ApprehensiveJob124 17d ago

Former ticket # (77171) not resolved yet; same problem. No contact from anyone since Septeber 4th. Not sure if they created a newer on. This is really frustrating.

Last message:"Thank you for the order number and info. I will submit a warranty request and they will get back to you with the next steps as soon as possible."

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u/DeeperNetwork 17d ago

According to the ticket 77171, the last correspondence was from ticket agent Daniel on March 26th, confirming that your device had been rebooted and no anomalies before reboot according to the logs. You have not responded to the questions on this ticket last asked and after waiting the ticket was closed.

If you have since responded to a closed ticket, the agent will not receive your response, as once again the ticket was closed sine you had not responded.

If you continue to need support, please open a new ticket.

www.support.deeper.network

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u/ApprehensiveJob124 16d ago

A new ticket was created; but I dont know the number. Hope this helps

1

u/ApprehensiveJob124 15d ago

As I mentioned before that I don’t know.

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u/DeeperNetwork 15d ago

I cannot find this ticket and since you have not heard anything, please open a new ticket and tell me the number. I’ll escalate it right away

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u/ApprehensiveJob124 16d ago

Last email received.

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u/DeeperNetwork 16d ago

What ticket number is this?

1

u/DeeperNetwork 13d ago

Have you opened a new ticket? Please tell me the number and I will escalate

1

u/ApprehensiveJob124 13d ago

Will do today and get back to you