Power Supply Cable Damage

[Echo35]

I got my Serp7 earlier in the year, and over the course of the last few months, the cable on the power brick has become damaged. It started with the black rubber casing tearing and peeling back to reveal the white insulator, and recently that has torn as well to reveal the bare wire. I've since covered it as best I can with electrical tape, but this is right at the base of the wire where it meets the power brick, and I'm afraid it's a bit difficult to completely cover it. How would I go about requesting a new one, since this thing is still under warranty?

[cbennett926]

I would recommend emailing S76 directly at:

support@system76.com

Good luck and I hope all works out for you! The folks there have unparalleled tech support!

[Echo35]

I would recommend emailing S76 directly at:

support@system76.com

Good luck and I hope all works out for you! The folks there have unparalleled tech support!

Thanks! Yeah, half the reason I got my laptop from them is all the good stuff I've heard about tech support, but thankfully, haven't had to use it yet!

[cbennett926]

Well keep me posted on how it all works out I'm really interested on how soon their support times are (shipping dates, how soon they get back to you, etc. etc.)

[bluexrider]

first thing i would ask is what is straining on the power cord to cause the issue?

I got my Serp7 earlier in the year, and over the course of the last few months, the cable on the power brick has become damaged. It started with the black rubber casing tearing and peeling back to reveal the white insulator, and recently that has torn as well to reveal the bare wire. I've since covered it as best I can with electrical tape, but this is right at the base of the wire where it meets the power brick, and I'm afraid it's a bit difficult to completely cover it. How would I go about requesting a new one, since this thing is still under warranty?

[Echo35]

first thing i would ask is what is straining on the power cord to cause the issue?

No idea. I'm not wrapping it around the brick or pulling it tight when I store it, so I'm not sure why it would be so damaged. I take it out and store it in my bag a lot, but again, I'm not pulling it tight or wrapping it around the brick.

Well keep me posted on how it all works out I'm really interested on how soon their support times are (shipping dates, how soon they get back to you, etc. etc.)

Will do. I emailed them yesterday about it, but it's the weekend, so I'll start counting tomorrow

Update:

They emailed me back this morning:

Hi

The damage you describe appears to be as a result of day to day use (as a result of pulling/tugging). We do sell replacements for the Serp7 on our website. The cost is $99.00.

To get to the spot you could order these, you would need to log into your account and select the order for the Serval and then go into the accessories available on the order.

Best Regards,

Mark Hoffart

Pretty low grade bricks if they call this day to day use I don't have $100 to spend right now, so I guess I'll just get some heat shrink and fix it myself.

[brdmn]

Pretty low grade bricks if they call this day to day use I don't have $100 to spend right now, so I guess I'll just get some heat shrink and fix it myself.

I don't know if they skimp on the AC adapters, but I got a brand new LemU4 with a busted AC adapter. Thankfully, I'm being sent a replacement under warranty.

[isantop]

No idea. I'm not wrapping it around the brick or pulling it tight when I store it, so I'm not sure why it would be so damaged. I take it out and store it in my bag a lot, but again, I'm not pulling it tight or wrapping it around the brick.




Will do. I emailed them yesterday about it, but it's the weekend, so I'll start counting tomorrow

Update:

They emailed me back this morning:



Pretty low grade bricks if they call this day to day use I don't have $100 to spend right now, so I guess I'll just get some heat shrink and fix it myself.

What's your ticket number? I can check up and see if that was a determination of the repair facility or the tech looking at the pictures.