Hi Michael,
Thank you for responding. Sorry for all the inconvenience that has caused to you.
Please understand that before offering a hardware repair or replacement, we need to assess the device more by doing the needed advance troubleshooting steps using the remote session with our engineering team that will only take an hour of diagnoses. Once the level 2 tech already provided the remote and still the issue persist, we then proceed with the necessary repair or replacement options. I personally recommend to book for the remote since you might not get a response right away depending on the queue build up.
In the meantime, kindly access the link below and follow the instructions.
Hoping for your kind consideration and understanding.
Thank you and have a good day.
Regards,
Jefflee
Jefflee