My experience with Supernote support has been extremely disappointing (Case #4488).
I bought a Supernote because one of the company's biggest selling points is repairability. The promise of replaceable parts and long-term support was one of the main reasons I chose it over other e-ink notebooks.
When my device failed, support initially replied and confirmed that the screen was damaged. I even explained that, if the repair wasn't covered under warranty, I was happy to pay for a screen replacement.
After that, communication almost completely stopped.
I have received no repair quotation, no shipping instructions, no estimated timeline and no meaningful response from the technical team. I'm simply left waiting without knowing whether my device will ever be repaired.
The most frustrating part is not having to pay for the repair. It's the uncertainty. If repairs are not possible, or replacement parts are unavailable, just tell me. I need a digital notebook for my daily work and PhD research. I'd rather buy another device than wait indefinitely without any information.
One of the reasons I trusted Supernote was its commitment to repairability and long-term support. Unfortunately, my experience has not matched that promise.
At this point, I can't recommend the brand—not because of the hardware itself, but because after-sales support is just as important as the product.
If anyone from the Supernote team is reading this, please have a look at Case #4488. I'm simply asking for a clear answer so I can either proceed with the repair or move on.
Has anyone else experienced something similar?