[3np]

On the initial response, in case it's the Pro that can be explained by a known hardware issue that manifests as an apparently bricked device if the battery gets drained and regardless of charger it takes several hours to bring it back to life[0].

Even so, that does not excuse the rest of the story and hopefully they can improve. A friend of mine also had some frustration with communicating with their customer service (which appeared outsourced or incompetent).

[0]: https://wiki.pine64.org/wiki/PinePhone_Pro#Troubleshooting

[gabrielblack]

Hi, I'm am a pro. I have laboratory equipment and I did the needed checks before opening the RMA. As explained to the service the problem was elsewhere. It's exactly the opposite, IMHO, they treat me as an idiot consumer that wasn't able to recharge a phone. I think they don't realize that this kind of device often is purchased by people different from the average consumer, so yes, I had same impression of your friend. Moreover, I tried to access their on-line form to request the RMA: the only browser at time able to access and send properly the request was Opera. I tested, Safari, Firefox, Chromium: only Opera was able to do the job.

[megous]

Out of curiosity, what was the HW issue?