I’ll start by saying that I really appreciate what the support team is doing, so this is more to see if I should just wait for a bit longer before trying to reply and ask for an update.
Did anyone have something similar?
As in, getting a reply In 24-48 hours and after that absolutely nothing?
In the last message, I got asked if I had the same address and, I was expecting a reply in like 72 hours after I confirmed the fact that nothing changed.
Part of the last email:
Could you please confirm if the address on your laptop order is still valid? If you have a new address, please provide the information below. This will ensure that we have an updated address for generating a shipping label and for sending the laptop back once we are done.
If this is normal, that’s ok then, but it would be nice if we could see a status page with the expected time for a reply.
I see that your case is escalated internally, I’ll try to understand what happened, thanks for letting us know.
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@Destroya thanks for pushing the right buttons.
I just had a reply and replied to it.
If is not too much to ask, will it be possible to have them check my response?
I need to know exactly when I can send the laptop back for the repairs and there’s no need for me to wait for a few more days on this.
Thank you again for the help.
As this takes a long time, thought I’d post updates for future reference.
I’ll also try to write all the tests I had to run, so next time when someone has the same problem, they could go thru all the steps without spending weeks on this.
Update: Day 17 and counting
The RMA was approved 8 days ago, and the last update from the support was 2.5 days ago (almost 3, just a few more hours).
It’s getting close to almost a month.
Hey Alex, please do not send replies everyday, it does not expedite the process and might cause additional delays, thank you.
I never said that I’d do that 
I’m sure that they have more than enough on their plate.
But, if you’re referring to the one I sent yesterday, it was because on the 29th I said this:
Please let me know when I need to send the laptop back as I’ll need to reinstall the system.
So, it was only normal to let them know that it was not an issue anymore and that everything was ready.
Also, it was so I wouldn’t be asked if the laptop was ready for collection 
.
Now, I’m just waiting 
got it, thanks for the clarification.
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np. Thanks for everything you’re doing! 
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Update.
I’m a bit annoyed… yup…
Mainly because I’m always trying to find the most optimal solution ( I guess, due to my job ).
8 days ago:
Support:
Could you please confirm if the address on your laptop order is still valid?
Me:
I have the same address as the one used when I ordered the laptop.
The email I just received:
Please provide the information below. This will ensure that we have an updated address for creating a shipping label and sending the laptop back once we are done.
This is one for the Project Management, and the team in general.
Please use a ticket system that could allow better communication between the team
Now… I need to wait a bit longer
I thought I’d post an update.
Day 30.
My laptop arrived at the repair centre 8 days ago.
So far, nobody knows when I’ll have my laptop back.