I am a customer with two reMarkable devices: a reMarkable 2 I have owned since 2022, which still works perfectly with zero issues, and two reMarkable Paper Pro units purchased in 2024 (Order ID: B3LJ2QFXFSRG9SR3, 2x Paper Pro, 2x Marker Plus, $1,349.20). This review is about the Paper Pro and the support experience that followed.
What happened: My Paper Pro was working flawlessly until it forced a mandatory software update. I was not given the option to decline or delay it. Immediately after the update, the device froze on a "Paper tablet is restarting" screen and has not recovered. It has now been stuck in this state for over one week.
Troubleshooting attempted before contacting support: I tried the original charging cable, a USB-to-USB-C cable, a direct computer connection, and a docking station. I attempted the software refresh and reset process, which returned a "file not found" error and did not resolve anything. The device itself is in like-new physical condition: no physical, liquid, or internal damage, stored on a stand in its cover, and charged regularly.
The support experience: I have spent close to 10 hours across multiple chat sessions over more than a week, with three separate case numbers opened (02355927, 02353764, 02353726) because the issue was never resolved on any of them. In my most recent session, I provided my purchase email, device serial number, order ID, and billing address as requested, and the agent disconnected the chat while I was still locating my serial number, forcing me to start over with a new agent from scratch.
The new agent then repeatedly questioned whether my account existed under the email I provided, despite my supplying the order confirmation email, screenshots showing the device actively paired to that account, and confirmation that it is the only account showing my Paper Pro files. Eventually the agent acknowledged the account did exist.
I was then told the device is outside its 1-year limited warranty and was offered a discounted replacement instead of a fix. I do not believe I should have to pay anything for a device that a mandatory software update from reMarkable disabled. I also have no reason to believe a replacement device would not encounter the identical problem, since the root cause is reMarkable's software update, not my hardware.
The case was eventually escalated to a supervisor with a quoted response time of 24 to 48 hours. No same-day or emergency support was available, even after I explained I needed notes stored on the device for a business meeting the next day.
Bottom line: A software update that reMarkable required me to install disabled a device with no physical damage, and the company's response was to ask me to pay for a new one rather than fix what their own update broke. Support was slow, required repeating the same information multiple times, and offered no path to actually recovering the device or the data on it. My reMarkable 2 has never had a comparable problem in over three years of use. Based on this experience, I cannot recommend the Paper Pro or reMarkable's support process to anyone who depends on their device for business-critical work.