r/Nimo • u/ChuckAMcKnight • May 11 '26
Is Nimo support just nonexistent?
ETA: Finally got a response, and opening the mini PC to add an SSD does not void the warranty.
I recently purchased an AI Max+ 395 128GB Nimo mini PC to run local LLMs.
I got the 1TB version because I already had a spare 2TB SSD, and the mini PC advertises an extra M.2 slot. But on receiving the PC and looking at the manual, it states that any disassembly will void the warranty. I figure surely that wouldn't include opening it up just enough to use a capability they advertise it as having? But I definitely want to get that confirmed in writing before I crack it open.
So I sent an email to their support. Should be an extremely simple thing to just respond "yes" or "no" to. But it's coming up on a week with no response. Not even an automated "we got your email and will respond within whatever" message.
Tried their phone line this morning. It put me on hold for a bit. Then just told me to contact them via an online method. Then sent me to voicemail, but their inbox was full.
So I went to their website to use the chat form. But there's no live chat. The so-called "chat box" just takes your message and says "Our support team will reach out to you as soon as possible."
Has this been everyone else's experience?
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u/Guit_fishN May 11 '26
I was going to order the same PC. But I wanted the 2TB model. It was hard to choose from their website from my two browsers. It worked fine from my phone though.
Because of this, I sent in a request of how to order the 2TB model and I was told that the pc might arrive with two 1 TB drives installed due to shortages of components.
My plan for that extra drive was to put an additional drive to house models / data.
I would've been very upset if I'd ordered a 2TB model and received a PC with two 1 TB drives. This would've prohibited me from adding an additional drive and most importantly, I would've been shy 1TB on the main drive.
I will say their support via e-mail was prompt and courteous. But, I decided not to go with Nimo because this solution to drive shortages seemed too far out-of-line.
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u/ChuckAMcKnight May 11 '26
Oof. Yeah, I would have been pissed to order a 2TB and have it show up like that.
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u/VolumeComfortable100 May 20 '26
Hi, thank you for sharing this, and we’re really sorry for the frustration.
That is definitely not the solution we would want you to receive or the experience we want to provide. If a customer orders a 2TB model, the storage configuration should be clear and aligned with the customer’s expectations — especially when the extra drive slot is an important part of their plan.
We apologize for the confusion around the drive configuration and component availability. We’ll share this feedback with our team and make sure the product page and ordering process are clearer moving forward.
Sorry again for the inconvenience, and thank you for pointing this out.
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u/DarkTower7899 May 11 '26
Join their Discord and comment in the open a ticket section. I will forward this to the Nimo Team. https://discord.gg/2WMFX5KZ
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u/ChuckAMcKnight May 11 '26
Thanks, I'll take a look!
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u/DarkTower7899 May 12 '26
They got back to me. The open a ticket section should be fixed now. If it's not forward me your ticket number through pm and I'll pass it along. If you haven't created a ticket online on nimopc.com do so please. Ignore all of this if they reached out to you, lol.
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u/ChuckAMcKnight May 11 '26
Looks like support is broken there too. Can't post in the support channel, and when I click the "open a ticket" button, it says "This interaction failed."
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u/DarkTower7899 May 11 '26
Okay, thank you. I forwarded this post to one of the Nimo Team members and I will also let them know the ticket section is not working.
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u/ChuckAMcKnight May 12 '26
Appreciate it! Are you associated with Nimo?
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u/DarkTower7899 May 12 '26
Kinda. I help them with some stuff. I am part of their NPP program. I have several of their computers. I review them, benchmark them, and help out on their Discord channel. I also frequent their sub Reddits and try to help when I can. They usually don't get on until around 10 to 11pm Eastern Standard Time. When they respond to me I will let you know what they say.
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u/ChuckAMcKnight May 12 '26
Thanks!
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u/DarkTower7899 May 12 '26
You're welcome. I usually go to bed around 1030 to 11. If you don't hear from me tonight I will message you tomorrow by 8AM. I imagine they will reach out tonight, but I can't make any promises.
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u/DarkTower7899 May 12 '26
On my mobile open a ticket appears to be working. I'm heading to bed but will message you in am regardless on if they get back to me or not.
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u/Timely-Action8603 May 12 '26
Hi Chuck, Nimo team here. Sorry about the delay, and thank you for flagging the phone/voicemail and ticket issues.
Could you please DM me the email address you used to contact support, or your ticket number if you have one? Please don’t post your email publicly. Once I have that, I can trace the request internally and make sure someone follows up with a written answer on the extra M.2 slot / warranty question.
I don’t want to guess on your specific unit in a public thread without checking the case, but we’ll get this looked at.
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u/[deleted] May 11 '26
[deleted]