What response have you gotten? What are they having you do? What solutions did they offer?
If they’re just having you start with troubleshooting, that’s completely normal. They’re running through their checklist to make sure that they know the real cause of the issue so they fix it the right way. Keep working with them, answer their questions, and they will get things taken care of.
If they offered you a solution that you don’t think is right, say so in the ticket! Ask them to escalate it for review, and they’ll have someone else take a look.
A bit confused by your post here as I’ve checked your account and see a large number of tickets that had to be merged due to a couple email addresses you have used. You purchased a DIY Framework Laptop and our team has been troubleshooting with you. For DIY purchases, it is expected that customers work with our Support team to troubleshoot issues and any request for our team to receive the laptop back to our repair center perform a full analysis is additional labor that we are responsible for, hence the service fee required.
You wrote in over the weekend on February 4th and did not provide much to our team other than the fact that the display didn’t function and our team asked for additional information in order to better understand what could be wrong as it could be a large number of things (Windows installation, hardware installed incorrectly, etc.).
Given the fact that you have been unwilling to work with our Support team and have requested a return and refund, we will honor that request for you. One of our staff will be with you shortly to organize the return and refund. Thank you.