@Pat_Kilo I’ve reviewed your ticket thread and this is pretty standard troubleshooting to isolate the potential issue (10 responses over 3 days from our Support team, not including the auto-responder). As of 5:43am PDT this morning, our team reached out to you to let you know that we’ll be replacing the mainboard (we’re just waiting for you to confirm your shipping address for the replacement), but being transparent, I’m not confident that will resolve your issue as it could be one of your components purchased elsewhere (SSD/RAM). If after receipt of the replacement mainboard, you experience the same issues, you will know for sure that you will need to contact the other retailer where that equipment was purchased from or contact the manufacturer for warranty information (as it was not purchased from us).
As to why you were getting different agents responding, this was due to the times in which you were responding to our responses. You were crossing over multiple shifts and we have a round-robin system that pulls open tickets into the queue for triage. Tickets do not stay with one agent as that would delay response time given days off and hours of operation for a single agent. I do see a little redundancy that can be trimmed in responses, which will be addressed, but in general, the questions asked were to isolate whether it was either an OS, mainboard, or RAM/SSD issue (purchased elsewhere).
When you receive the replacement mainboard, please let us know if that does indeed solve the issue. This will help us update our troubleshooting steps and improve support flows.
Thanks!